SLA Management Solution by Digital Fuel Delivers Profitability and Higher Service Quality, According to Forrester Research

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Siemens Business Services (SBS) manages landmark Business Process Outsourcing (BPO) and Information Technology Outsourcing (ITO) service relationship using Digital Fuel’s SLAmanagement solution.

Clients want their providers to tell them how the provider will manage the contract so that both firms see what’s happening – and what’s coming – related to work cost, quality, and control

A new report from Forrester Research reaffirms what many Global 2000 customers already know about Digital Fuel, the leader in software solutions for service level agreement (SLA) and service cost management.

The case study report, “Managing Obligations With Digital Fuel ServiceFlow,” is focused on the benefits derived by SBS in effectively managing service relationships. The report states that Digital Fuel’s ServiceFlow™ product is designed to manage all obligations in a service relationship combining a valuable linkage between service delivery and the business. This linkage is an important component of auditing and compliance activities.

“Clients want their providers to tell them how the provider will manage the contract so that both firms see what’s happening – and what’s coming – related to work cost, quality, and control,” said Forrester analyst Paul Roehrig, Ph.D. “Forrester investigated how Siemens Business Services (SBS) uses Digital Fuel to help manage an outsourcing contract with a large UK firm.”

Digital Fuel’s SLA Management Technology Benefits

The report finds that Digital Fuel’s SLA management technology provides benefits to Siemens Business Services (SBS), and its customers, in three key areas:

Financial Predictability and Deal Profitability. Siemens Business Services was able to increase its competitive position and provide reduced costs and greater value to its customers.

Trusted System for Service Agreement Obligations. Siemens Business Services attributed its improved customer relationships to the collaborative process gained from using ServiceFlow, a trusted single system of record for Siemens Business Service’s service agreement obligations.

Higher Service Delivery. SBS experienced higher service delivery by using ServiceFlow.

“Linkage between service delivery and the business is an important component of auditing and compliance activities,” says Vince Pearce, Service Delivery Manager at Siemens Business Services and certified BSI 15000 consultant. “We use ServiceFlow to help perform and report according to standards such as ISO 7799 for security, BS15000 for ITIL service management, ISO 9001 for process quality, and Sarbanes-Oxley requirements for finance and accounting.”

SLA Management for Maximum Business Value

“So much is at stake for companies using outsourced IT and business services,” said Yisrael Dancziger, Digital Fuel President & CEO. “Management and stakeholders are asking for accountability for money being spent. Digital Fuel gives organizations a window into service delivery, allowing them to control outsourcing cost, mitigate outsourcing risk and improve service quality. We provide the requisite system of record and key management functions essential to achieving maximum business value.”

The new report from Forrester Research with insights into Digital Fuel’s SLA management solutions can be downloaded at

About Digital Fuel

Digital Fuel is the leading provider of Service Level Agreement (SLA) and contractual obligation management solutions, helping service providers and shared services organizations manage the performance, financial, and regulatory aspects of IT and business services. Digital Fuel has the largest deployments for SLA management in the world, with thousands of concurrent users, SLAs, KPIs, and metrics. With Digital Fuel’s patented visual modeling approach, customers are deployed rapidly to quickly drive value from automating the management of service level agreements with their customers and vendors. ServiceFlow manages billions in business and IT services for global companies such as Procter & Gamble, General Electric, Cummins, IBM, Siemens Business Services, O2, Atos Origin, and CSC. Digital Fuel is headquartered in San Mateo, California, with offices across North America and Europe. Learn more at


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