A new market called "service chain" is emerging similar to the supply chain management market for increasing productivity in the manufacturing environment. Given that about 2.5% of the total revenues of a typical Fortune 1000 firm goes to information technology (IT) services, not including software or hardware, the IT service chain in a company deserves attention for optimization-led improvements. Project management for large IT implementation initiatives is a traditional target for optimization, but there are several other avenues. Service-based organizations have their own set of integrated processes for setting, managing and delivering services (service chain). Service chain needs typically include an automation of processes that optimize personnel usage and the sharing of information between contractors, customers and others resulting in a boost of efficiency. This service chain crosses many industries including government, telecommunications, energy, financials, independent consultants and others.

Some of the factors contributing to this growth include:
  moving from a manufacturing-based economy to a service based
  the market is quickly changing with technological innovation and increased competition

Types of automation and data capture include: opportunity and proposal management (lead management); resource allocation and scheduling; project management; software program integration throughout the company; knowledge management and others. If you are looking to understand where new optimization opportunities exist and the challenges presented, attend this seminar!

Dr. Mohan Sodhi, Vice President of Gandiva and currently teaching an executive seminar on information technology and e-business at the University of Chicago Graduate School of Business. He also writes an e-business-related column in ORMS Today. Dr. Sodhi has published numerous articles in many journals including Interfaces and Supply Chain Management Review. His experience includes working in senior management at Scient and Accenture. He received his PhD form the Anderson Graduate School of Management of the University of California at Los Angeles. He has also taught operations management and strategy at the University of Michigan Business School.

Gandiva, a San Jose, California based enterprise software company offers solutions for managing business demands on the IT function. The company provides both high quality software for managing the complexities of supply chain management along with professional services for implementing the software. For more information, go to: http://www.gandiva.com.

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