Leveraging Digital Fuel's SLA Management Solution Siemens Significantly Improves Customer Experience

Siemens Business Services' Innovative Management of Service Performance, Quality, and Billing Profiled in Shared Services News

SAN MATEO, Calif. – February 1, 2007  The Business Intelligence Group of Siemens Business Services is deploying Digital Fuel's ServiceFlow ™ software solution to improve management of service level agreements (SLAs) and service billing.   The January 2007 issue of Shared Services & Outsourcing Network's Shared Services News, describes how the Siemens Business Intelligence Group identified a better way to manage and automate business processes that support the delivery of services to its customers. The innovative services approach they developed with Digital Fuel's SLA Management solution provides detailed visibility into service performance metrics in response to customer demands.

The approach streamlines business processes across customers, which positively affects the overall cost and scheduling of services delivery. In addition, developing and executing business processes in fulfillment of customized SLAs no longer increases the work of service delivery and operating teams. The Business Intelligence Group innovation assigns and configures business services more efficiently and cost-effectively and eliminates manual intervention in order to track, monitor, and benchmark business services on a monthly basis.

Challenges for Service Providers to Manage IT and Business Process Outsourcing Customer Service Relationships

Using Digital Fuel's ServiceFlow SLA Management business software solution, Siemens is automating its management of service performance, quality, and billing across teams and customers to provide increased visibility into service delivery and usage while reducing service costs. Siemens' goal was to enhance the customer experience, improve service quality, and quickly meet new customer requirements. By automating and managing IT and business processes that support services delivery to customers, Siemens can avert service problems and offer innovative pricing plans, including usage-based pricing. Through the use of this new services approach, the company expects to increase business value to existing customers and to develop a competitive advantage in winning new customers.

Tom Schaefer, executive vice president of Digital Fuel, said, "By implementing our SLA management and service billing solutions, Siemens is realizing its goal of delivering superior services, efficiently and cost effectively, far into the future.  This article shows how a service provider can innovate to improve their customer experience while at the same time positively impact their business results."

Jimmy Jimenez, director of business intelligence at Siemens Business Services, and Yisrael Dancziger, president and CEO of Digital Fuel, wrote the case study, Innovating Services, for the January 2007 issue of the Shared Services & Outsourcing Network's Shared Services News, which prominently features Siemens and Digital Fuel.  Copies can be obtained by clicking here.

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.