SLA Management Solution by Digital Fuel Delivers Profitability and Higher Service Quality, According to Siemens Business Services in a New Case Study Report by a Leading Research Firm

Siemens Business Services (SBS) Manages Landmark Business Process Outsourcing (BPO) and Information Technology Outsourcing (ITO) Service Relationship using Digital Fuel's SLA Management Solution

SAN MATEO, Calif., USA – March 23, 2006 Forrester Research validates industry's need for Service Management solutions such as Digital Fuel's ServiceFlow™ stated in their new report entitled "Contract Management In An Outsourcing Deal." The case study report describes the benefits derived by Siemens Business Services (SBS) in its use of Digital Fuel's ServiceFlow to effectively managing service relationships, illustrated by the use of ServiceFlow with one of its customers. Digital Fuel's ServiceFlow™ software manages all obligations in SBS's service relationship, combining a valuable linkage between service delivery and the business. 

According to Forrester, this linkage between service delivery and the business is an important component of auditing and compliance activities. "Clients want their providers to tell them how the provider will manage the contract so that both firms see what's happening – and what's coming – related to work cost, quality, and control," said Forrester analyst Paul Roehrig, Ph.D. "Forrester investigated how Siemens Business Services (SBS) uses Digital Fuel to help manage an outsourcing contract with a large UK firm."  (Contract Management In An Outsourcing Deal, Forrester Research, March 2006)

Digital Fuel's SLA Management Technology Benefits

According to the report, Siemens Business Services finds that Digital Fuel's SLA management technology provides benefits to them as well as SBS customers, in three key areas:

• Financial Predictability and Deal Profitability. Siemens Business Services was able to increase its competitive position and provide reduced costs and greater value to its customers.
• Trusted System for Service Agreement Obligations. Siemens Business Services attributed its improved customer relationships to the collaborative process gained from using ServiceFlow, a trusted single system of record for Siemens Business Service's service agreement obligations.
• Higher Service Delivery. SBS experienced higher service delivery by using ServiceFlow. In addition, they were able to perform and report against the service obligations according to standards such as ISO 7799 for security, BSI 15000 for ITIL service management, ISO 9001 for process quality, and Sarbanes-Oxley requirements for finance and accounting.

"Our SBS account team is confident that the kind of functionality provided by the Digital Fuel system improves overall service delivery," said Vince Pearce, Siemens Business Services, Delivery Manager.

SLA Management for Maximum Business Value

"So much is at stake for companies using outsourced IT and business services," said Yisrael Dancziger, Digital Fuel President & CEO.  "Management and stakeholders are asking for accountability for money being spent. Digital Fuel gives organizations a window into service delivery, allowing them to control outsourcing cost, mitigate outsourcing risk and improve service quality. We provide the requisite system of record and key management functions essential to achieving maximum business value."

This new report, that describes the use of Digital Fuel's SLA management solution at SBS, can be downloaded by clicking on this link: Contract Management In An Outsourcing Deal, Forrester Research, March 2006.

About Digital Fuel

Digital Fuel is the leading provider of business service management (BSM) software solutions, helping service providers and enterprise service organizations manage the performance, financial, and regulatory aspects of IT, telecommunications, and business process services.  Digital Fuel has the largest deployments for SLA management and service cost management in the world, with thousands of concurrent users, SLAs, KPIs, metrics, cost formulas, and pricing rules.  With Digital Fuel's patented visual approach, our customers are deployed rapidly to quickly drive business value from automating the management of service offerings, agreements, service cost, and performance with their service customers and vendors.  ServiceFlow manages billions in business and IT services at companies and governments around the world such as Procter & Gamble, General Electric, Cummins, Capgemini, BT, IBM, SITA, Siemens Business Services, O2, Atos Origin, Telefonica, Transport of London, CSC and many others.  Digital Fuel is headquartered in San Mateo, California, with offices across North America and Europe.  Learn more at http://www.digitalfuel.com.