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Service optimization has been getting significant attention recently, as the number of worldwide implementations is growing.
What is service optimization? Ask a mathematician, and you'll get a scientific definition involving objective functions, constraints, algorithms, and other such "goodies." But since the people who actually understand that language are few and far between, a simpler definition is in order. Service optimization is about finding unused time in your service organization and putting it to productive use. Now that wasn't so complicated, was it?
How much unused time can you find? Of course, it depends, but research from Gartner estimates possible productivity improvements as high as 30% in companies using optimization. An independent benchmark study by UK-based Downton Consulting found that companies utilizing optimization to be 33% more productive. What you are able to do with this "found time" can often be enough to turn your customers into raving fans and your shareholders into an ecstatic bunch. And what better way to turn your competitors' faces green with envy? Better still, implementing optimization can enable you to achieve all these advantages at the same time. It is no wonder, then, that every day more companies turn to optimization to exploit their unused potential.
But, where there's hope there can also be disappointment. Too many implementations do not achieve their goals, and some end up as failures.
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