1. A TSIA Member Publication
Outcome-Based Pricing
Taking the Plunge
By Thomas E. Lah, Executive Director, TSIA
Including a Case Study from Riccardo Brizzi, COO, SQS
The service offerings in the technology industry have been very weighted toward standing up a
technology in the customer’s environment and then ensuring that technology was available for use. As
TSIA has discussed in the book B4B,
1
the service offerings in the industry are shifting from an “asset”
focus to an “outcome” focus. The traditional implementation, education, and support service offerings
are losing their bloom in the marketplace. As the service portfolio shifts to being more focused on
business outcomes, these traditional service categories become less relevant. What is the specific
business challenge the technology provider can solve for the customer? This is what becomes
relevant. Instead of services that are centered on keeping the technology asset up and running, the
technology provider will have services that are designed to reduce operational complexity, accelerate
the usage of technical capabilities, and ultimately deliver quantifiable business impact.
Figure 1: The Great Divide
SERVICE INSIGHT
TSIA-SI-14-014
May 14, 2014
PROFESSIONAL
SERVICES
FIELD
SERVICES
SUPPORT
SERVICES
EDUCATION
SERVICES
SERVICE REVENUE
GENERATION
MANAGED
SERVICES