Service Intelligence and Performance Management

6/02/2011 / Uncategorized / Erica Tuite

Leading organizations are taking significant steps to improve their ability to capture, assimilate and organize performance data across the entire service spectrum and beyond, and we are therefore enabling the pursuit of business transformation. To dig deeper into the performance management capabilities of service organizations, Aberdeen’s service management team conducted a specific research poll to evaluate how leading organizations are leveraging performance insight and information to drive service business change in order to boost customer-facing and internal operational or financial results. For the purpose of this study, the area of performance management wasn’t just confined to performance insight, but split into: performance capture – getting the right data; performance insight, organization and analysis – understanding what the data is implying; performance-based business decisions – acting on the data provided.

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