Digital Fuel SLA Management Showcased at Gartner U.S. Outsourcing Summit

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Digital Fuel will participate in the Gartner Outsourcing Summit, April 3-5 in Orlando Florida, demonstrating how its SLA management software helps companies achieve success in IT outsourcing (ITO) and business process outsourcing (BPO).

SLA management is applicable across a number of stages of the outsourcing lifecycle

Digital Fuel, the leader in solutions for SLA management, today announced it will demonstrate its ServiceFlow(TM) for SLA management solution in Booth E at the Gartner Outsourcing Summit, April 3-5 in Orlando, Florida. This year’s Gartner Outsourcing Summit covers practical methodology that helps companies manage the choices, risks, and the outcomes in seven tracks that cover the lifecycle of outsourcing. Organizations interested in meeting with a Digital Fuel representative can schedule a meeting by clicking here.

“SLA management is applicable across a number of stages of the outsourcing lifecycle,” said Tom Schaefer, executive vice president of marketing, Digital Fuel. “Digital Fuel will be demonstrating its SLA management solution at Gartner’s premier outsourcing event related to three themes at the conference: Making the Deal, Making It Work, and IT & Business Process Outsourcing.”

Making the Deal

Outsourcing has become a mainstream business practice, but crafting successful outsourcing contracts has become increasingly complex. These are generally long-term contracts--three to five years, so negotiating the best agreement is the first step in developing your external service-provider relationship. And the "best deal" is not just "lowest price." Getting the best deal means developing the right service levels and business measures, the right risk assessment, the right deal framework and contract, and the right price.

When ServiceFlow is included as part of the outsourcing contract, clients realize a streamlined process for developing a shared understanding of each obligation in the service level agreement (SLA) using ServiceFlow’s patented visual modeling approach to “digitize the contract obligations.” The end result is that both the service supplier and buyer are on the same page from the onset of the outsourcing contract.

Making It Work

Often underestimated and under-funded, outsourcing management is more than overseeing a contract and its accompanying maze of service levels. Outsourcing management requires a disciplined approach to creating a management structure and implementing that structure for the long term. With the move toward multi-sourcing, outsourcing management becomes multi-sourcing management, requiring new competencies and processes geared toward optimizing sourcing performance.

According to many industry experts, service level agreements are critical for success in managing services. Digital Fuel’s ServiceFlow enables effective service relationships to occur through automation of SLA management. ServiceFlow is a robust enterprise application with built-in business processes important to proactive management of Service Level Agreements. Additionally, ServiceFlow delivers many capabilities that are valuable to manage services in a multi-sourced environment: involving multiple service agreements across multiple service providers with the need for management of operating level agreements to effectively deliver the intended business value.

IT & Business Process Outsourcing (BPO)

IT outsourcing (ITO) and business process outsourcing options are plentiful, yet at varying stages of maturity and adoption. Many buyers wonder when the right time will be to shift from a back-office ITO/BPO strategy to more inter-enterprise functions. Buyers also need to know how ITO/BPO can help immediately and over the long term, and which process areas can benefit as additional candidates for outsourcing. The Gartner event drills down into the specific domains of BPO, offering strategic and tactical best practices, and specific vendor options buyers need to know for the main areas of BPO service adoption, and how to successfully manage BPO relationships over the long term.

At this Gartner event, Digital Fuel will demonstrate how its ServiceFlow solution serves the proactive SLA management needs of Business Process Outsourcing (BPO) and ITO for many companies today. Digital Fuel customers use ServiceFlow to manage a wide range of outsourcing service agreements, such as for Finance and Accounting (F&A), Human resources (HRO), Procurement, Facilities, Call Center, and the full range of IT outsourcing. Digital Fuel is focused on maintaining its leadership in fastest deployments and lowest TCO for SLA management.

In its most recent product release (ServiceFlow 5.0), Digital Fuel expanded its leadership by introducing the industry’s first Service Line solutions that come with pre-packaged SLA management content (metrics, key performance indicators, reports, dashboards, escalation procedures, and more) which represents commonly used best practices based on years of experience working with its premier customer base and leading outsourcing industry experts. ServiceFlow also includes a best practice management framework that simplifies the creation, modification and reuse of best practices for the leverage of every company’s knowledge.

About Digital Fuel

Digital Fuel is the leading provider of SLA management and service cost 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 and service cost management in the world, with thousands of concurrent users, SLAs, KPIs, and metrics. With Digital Fuel’s patented visual 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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