Service Management Systems Survey

 

Thank you for taking the time to fill out this survey about The Future of Service Processes and Systems. This survey is the start of a new Noventum Research initiative with the objective to improve the understanding of service business objectives, competitive advantages, critical success factors and future development areas for Service Processes and Systems.

Service Processes and Systems are defined as the service business processes and information technology solutions used in product related after sales and service operations as well as operational business services that are technology and knowledge driven.

Examples of the type of services covered are field service, remote support services, professional services, managed services, and outsourcing services. This survey is a cross industry survey that covers the typical functions in the above mentioned types of services: service marketing & sales, contract management, customer support, field service execution, service partner network management, service part logistics, repair operations and business intelligence, knowledge management, maintenance engineering, performance management. These solutions may be also known as service lifecycle management systems or by acronyms such as MRO, CMMS, ERP or CRM, but for clarity we have summarized them as service management systems in the survey.

The survey includes 27 questions. It takes about 15 minutes to answer the questions. All responses are handled anonymously. Respondents will receive the executive summary of the survey conclusions.

We want to thank you very much for your valuable time and insight about the future of service processes and systems.

The Noventum Research team