{"id":20242,"date":"2022-11-17T16:30:00","date_gmt":"2022-11-17T22:30:00","guid":{"rendered":"https:\/\/blog.planview.com\/?p=20242"},"modified":"2023-05-16T10:10:21","modified_gmt":"2023-05-16T15:10:21","slug":"ibm-driving-efficiency-and-revenue-through-services-transformation","status":"publish","type":"post","link":"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/","title":{"rendered":"IBM: Driving Efficiency and Revenue Through Services Transformation"},"content":{"rendered":"\n<p>Cloud &amp; Cognitive Services (C&amp;CS) is a division of IBM that brings together IBM&#8217;s software platforms and solutions, enabling hybrid cloud services delivery that helps clients predict, automate, secure, and modernize their business. From an operations perspective, C&amp;CS helps IBM\u2019s services business modernize, simplify, automate<a class=\"ek-link\">,<\/a> and accelerate quote to cash (Q2C).<\/p>\n\n\n\n<p>However, one of the main challenges for IBM recently was the need to eliminate the chaos of disconnected tools, data, and processes (especially for their local and global operations). At any given time, the company is typically involved in more than 20,000 \u2013 25,000 projects ranging in size and scope, and they needed to a way to eliminate the time spent collecting and consolidating data from multiple disconnected systems.<\/p>\n\n\n\n<p>Recently, two leaders from IBM \u2014Worldwide Software Services Business Operations Director Michelle Ginther, and Executive Project Manager Sharon Burton \u2014 joined Planview\u2019s Director of Product Management Dave Blumhorst on an informative and insightful <a>webinar<\/a>, during which they shared the details of their transformation journey with Planview\u2019s connected services.<\/p>\n\n\n\n<p>Before we dive into some of the details, dynamics, and lessons covered in the webinar, let us take a step back and briefly discuss what is meant by connected services.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-what-are-connected-services\"><strong>What are Connected Services?<\/strong> <\/h3>\n\n\n\n<p>Connected Services is the guiding principle for transforming services to deliver more value, delighting customers while driving profitable revenue. It is about connecting people to the right systems, delivery methods, and other parts organizations for the business and customer\u2019s benefit.<\/p>\n\n\n\n<p>As you\u2019ll hear from Dave Blumhorst, Director of Product Management, \u201cProfessional services does not live in a silo. We are connected to the rest of the organization, and we need to emphasize that connection.<\/p>\n\n\n\n<p>Now let\u2019s dive in!<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_80 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/#The_Top_Business_Drivers_That_Enable_Transformation_at_IBM\" >The Top Business Drivers That Enable Transformation at IBM<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/#Planview_PSA_as_the_Services_Cockpit_at_IBM\" >Planview PSA as the Services Cockpit at IBM<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/#Challenges_Addressed_with_Planview_PSA\" >Challenges Addressed with Planview PSA<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/#How_IBM_Unlocked_Value_with_Planview_PSA\" >How IBM Unlocked Value with Planview PSA<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\" id=\"h-the-top-business-drivers-that-enable-transformation-at-ibm\"><span class=\"ez-toc-section\" id=\"The_Top_Business_Drivers_That_Enable_Transformation_at_IBM\"><\/span><strong>The Top Business Drivers That Enable Transformation at IBM<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>At IBM, transformation is not \u201cjust another buzzword.\u201d It is authentically built into the organization\u2019s DNA and has remained a defining part of the culture since the company launched more than a century ago in 1911.<\/p>\n\n\n\n<p>To move forward and reap the rewards of being a truly <a href=\"https:\/\/blog.planview.com\/7-benefits-of-connected-services-organizations\/\">connected services organization<\/a> IBM identified six core business drivers that enable transformation:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Reporting \u201cOn the Glass\u201d:<\/strong> establishing total visibility so that services, operations, and product teams can see how they are performing in real-time by monitoring <a>KPIs<\/a> and metrics.<\/li><li><strong>Modernization:<\/strong> replacing home grown tools and manual processes that contribute to global inconsistency.<\/li><li><strong>Capacity:<\/strong> maximizing the potential of services use and talent. It is extremely important for IBM to use resources where they are needed, and when they are needed, based on specific skills.<\/li><li><strong>Data:<\/strong> streamlining data collection, analysis, automation, and predictive capabilities.<\/li><li><strong>Audit Support:<\/strong> fixing troubled projects and financial reporting.<\/li><li><strong>Operational Efficiencies: <\/strong>minimizing Q2C cycle to reduce costs, while also having the capacity to ask customers about the problems they have and figuring out how to solve and automate that.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-planview-psa-as-the-services-cockpit-at-ibm\"><span class=\"ez-toc-section\" id=\"Planview_PSA_as_the_Services_Cockpit_at_IBM\"><\/span><strong>Planview PSA as the Services Cockpit at IBM<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Why did IBM choose the Planview PSA solution (built with Planview\u2019s AdaptiveWork, formerly Clarizen) to drive transformation? It was a combination of key capabilities and core functionalities.<\/p>\n\n\n\n<p>The key capabilities include:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Financial Management<\/strong><\/li><li><strong>Project Management<\/strong><\/li><li><strong>Capacity Management<\/strong><\/li><li><strong>Audit Support<\/strong><strong><\/strong><\/li><\/ul>\n\n\n\n<p>The core functionalities include:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Highly configurable environment to meet IBM\u2019s requirements.<\/strong><\/li><li><strong>Flexible infrastructure for seamless integration.<\/strong><\/li><li><strong>Streamlines data analysis &amp; reporting.<\/strong><\/li><li><strong>Reduction in operational resource<\/strong><\/li><\/ul>\n\n\n\n<p>Regarding Planview PSA solution using AdaptiveWork, Michelle stated, \u201cWe can configure AdaptiveWork and make it fit IBM&#8217;s needs. The infrastructure is seamless. It is integrated into what we do.\u201d<\/p>\n\n\n\n<p>Michelle also addresses a few other key points within the webinar, including the additional value this solution has brought for IBM\u2019s services and operations team.<\/p>\n\n\n\n<p>In fact, the Planview PSA solution has become such a core part of the infrastructure at IBM, that it is referred to internally as the \u201cservices cockpit.&#8221;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-challenges-addressed-with-planview-psa\"><span class=\"ez-toc-section\" id=\"Challenges_Addressed_with_Planview_PSA\"><\/span><strong>Challenges Addressed with Planview PSA<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong>IBM selected Planview PSA to solve problems in five key areas:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Internal Systems: <\/strong>attempting to get data from multiple systems was challenging and time consuming.&nbsp;<\/li><li><strong>Financial Data:<\/strong> taking data and rolling it up across multiple business units and geographies was also difficult and time consuming \u2014 and in some cases could take days.<\/li><li><strong>KPIs:<\/strong> it was difficult to collect and present key metrics that drive business.<\/li><li><strong>Workforce:<\/strong> with a shrinking workforce and changing skills, IBM needed to have a single, centralized tool that all users could work on.<\/li><li><strong>Agility: <\/strong>it was difficult to be fast and agile, and <a>to<\/a> meet customer needs.&nbsp;<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-ibm-unlocked-value-with-planview-psa\"><span class=\"ez-toc-section\" id=\"How_IBM_Unlocked_Value_with_Planview_PSA\"><\/span><strong>How IBM Unlocked Value with Planview PSA<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>From an infrastructure perspective what IBM needed to do was establish one integrated system. Based on this vision, Michelle and Sharon invested a significant amount of time analyzing and understanding IBM\u2019s Q2C infrastructure; and particularly where data and business intelligence was stored. What they discovered was that instead of just one, there were in fact multiple sources of truth, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Distributed Software<\/strong><\/li><li><strong>HRMS<\/strong><\/li><li><strong>Timesheets<\/strong><\/li><li><strong>Ledger<\/strong><\/li><\/ul>\n\n\n\n<p>Based on this understanding, the focus shifted to how Planview PSA could be utilized and configured (through several APIs) to capture data from these various sources of truth, and deliver them to project managers, resource managers, and other team members so they could get the real-time actionable intelligence they needed to make faster, smarter decisions. &nbsp;<\/p>\n\n\n\n<p>However, in order to achieve this vision and unlock more value, IBM had to overcome challenges in two key areas: <\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Deployment-Related Challenges<\/strong><\/li><li><strong>Business-Related Challenges<\/strong><\/li><\/ul>\n\n\n\n<p>The webinar dives deep into IBM\u2019s challenges, explores how they were and solved, and highlights the outcomes and value that IBM continues to realize with Planview PSA as the company\u2019s \u201cservices cockpit.\u201d Sharon and Michelle also discuss what they have learned so far, and how they anticipate leveraging Planview PSA in the future to unlock even more value.<\/p>\n\n\n\n<p><strong>Watch the Webinar <\/strong><strong>&amp; Additional Resources &nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/info.planview.com\/Unlock-Value-ServicesOrg-IBM-_webinar_psa_en_reg.html\" class=\"ek-link\">Watch the full on-demand webinar<\/a>, \u201cUnlocking Value Through Connected Services at IBM.\u201d<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Cloud &amp; Cognitive Services (C&amp;CS) is a division of IBM that brings together IBM&#8217;s software platforms and solutions, enabling hybrid cloud services delivery that helps clients predict, automate, secure, and modernize their business. From an operations perspective, C&amp;CS helps IBM\u2019s services business modernize, simplify, automate, and accelerate quote to cash (Q2C). However, one of the&#8230;<\/p>\n","protected":false},"author":204,"featured_media":20317,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_editorskit_title_hidden":false,"_editorskit_reading_time":3,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","footnotes":""},"categories":[9398,9546],"tags":[9566,9564,9565,9536],"class_list":["post-20242","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-professional-services-automation","category-transformation","tag-customer-webinar","tag-ibm","tag-planview-psa","tag-professional-services-automation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>IBM: Driving Efficiency and Revenue Through Services Transformation - Planview Blog<\/title>\n<meta name=\"description\" content=\"Dive into IBM&#039;s transformation with Planview PSA and the four key takeaways from their exclusive customer webinar\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IBM: Driving Efficiency and Revenue Through Services Transformation\" \/>\n<meta property=\"og:description\" content=\"Dive into IBM&#039;s transformation with Planview PSA and the four key takeaways from their exclusive customer webinar\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/\" \/>\n<meta property=\"og:site_name\" content=\"Planview Blog\" \/>\n<meta property=\"article:publisher\" content=\"http:\/\/www.facebook.com\/pages\/Planview-Inc\/89422974772\" \/>\n<meta property=\"article:published_time\" content=\"2022-11-17T22:30:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-16T15:10:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2022\/11\/IBM-Planview-PSA-Blog-Image.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1254\" \/>\n\t<meta property=\"og:image:height\" content=\"836\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Sarah Baker\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Planview\" \/>\n<meta name=\"twitter:site\" content=\"@Planview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sarah Baker\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/\"},\"author\":{\"name\":\"Sarah Baker\",\"@id\":\"https:\/\/blog.planview.com\/#\/schema\/person\/bb5d6154de60d19a1c9db75563581524\"},\"headline\":\"IBM: Driving Efficiency and Revenue Through Services Transformation\",\"datePublished\":\"2022-11-17T22:30:00+00:00\",\"dateModified\":\"2023-05-16T15:10:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/\"},\"wordCount\":980,\"publisher\":{\"@id\":\"https:\/\/blog.planview.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.planview.com\/wp-content\/uploads\/2022\/11\/IBM-Planview-PSA-Blog-Image.jpg\",\"keywords\":[\"Customer Webinar\",\"IBM\",\"Planview PSA\",\"Professional Services Automation\"],\"articleSection\":[\"Professional Services Automation\",\"Transformation\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/\",\"url\":\"https:\/\/blog.planview.com\/ibm-driving-efficiency-and-revenue-through-services-transformation\/\",\"name\":\"IBM: Driving Efficiency and Revenue Through Services Transformation - 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