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Lawson Software
Lawson recognises that services automation (SA) is about streamlining service delivery – and that this is not just for professional services organisations. Internal IT departments and other service departments are also realising the importance of services automation, says Lawson, because it helps them achieve two seemingly conflicting goals: improving service and internal client satisfaction, while also increasing efficiency and productivity.
In a recent analyst report, the Aberdeen Group noted that services automation “is becoming the enterprise solution through which every operational parameter of services-based organisations will be managed, monitored, controlled, measured, reported, benchmarked and improved – in order to achieve optimum operational productivity and profitability” (Professional Services Automation End-user Research Study, Aberdeen Group, Nov 2001).
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IT Services and Solutions 2002
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