Monday 1 December 2014 - Leading field service management specialist, ServiceMax, has become the industry’s first service automation solution to be designated as a Service Capability and Performance (SCP) Standards, Compliant Automation Solution. Awarded by San Diego based Service Strategies Corporation, the global administrator of the SCP Standards program, in cooperation with its European partner Noventum Service Management, the designation was presented during the ServiceMax Live event held earlier this month in Paris, France.
Created by a consortium of leading technology companies, the Service Capability & Performance (SCP) Standards help companies increase service quality and effectiveness, define best practices for delivering world-class service, and establish a framework for continuous improvement. The SCP Standards address such disciplines as field service, customer support and professional services. Industry leading companies that have adopted the internationally recognized standards include Advent Software, Bobst Group, Epicor Software, Fresenius-Kabi, Fuji Xerox, McKesson Corporation, Schneider Electric, Teradata Corporation and many others. With approximately 200 participating organizations and over 1500 certification audits performed worldwide, The SCP Standards represent the most widely adopted service quality program available today.
Presenting the award, Hilbrand Rustema, managing director of Noventum Service Management, who evaluated the ServiceMax Field Service solution, commented, "ServiceMax has done particularly well when we look at their actual implementation record and how well they performed with regards to their customers’ project objectives. Their technological solution and business vision fits very well with the requirements of the SCP Standards. The company is well positioned to address the rapid developments and ever increasing requirements of service businesses.”
Blake Wolff, senior vice president of ServiceMax, added, “We’re delighted to be the first service automation solution to achieve SCP compliance. It’s a reflection of our on-going commitment to helping our customers increase the quality of the service they deliver every day to their respective customers worldwide.”
The SCP Solution Compliance program provides a way for vendors of service automation technologies to gain accreditation against the SCP Standards through a thorough review process. To achieve the designation as an SCP Compliant Solution, vendors must successfully complete a detailed comparison of their solution against the standards criteria. As a result, business can be confident that implementing such solutions will help them adhere to best practices and service industry standards, which will result in higher quality service for their clients. While the SCP Standards have been used by service organizations around the world for the past 17 years, the solution compliance program is new. This new component of the SCP Standards portfolio will further assist service organizations in identifying best in class solutions that enable delivery of the highest quality service and support to their clients.
The IT domains designated compliant as part of the ServiceMax review include: Break / Fix, Preventive Maintenance, E-services, Professional Services Projects: Simple & Medium size Installations, Service Contracts, Warranty Management, SLA’s, Work Order Management, Assignment & Monitoring, Planning & Scheduling, Mobile Field Service, E-service - Customer Portal, Installed Base Management, Partner Management, Field Service Engineers Supply Chain Management, Billing and Service Intelligence.
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