Psa Software Book

	Foreword
	Preface
	Acknowledgments
Pt. 1	What Are PSA, SPO, ESM, SRM, ESA, and BPA?	1
Ch. 1	Managing the Service Supply Chain	3
Ch. 2	Streamlining Business Processes	13
Pt. 2	Section A. Professional Services Automation Components	45
Ch. 3	Opportunity Management	49
Ch. 4	Resource Management	59
Ch. 5	Project Management	75
Ch. 6	Purchasing Workflows	91
Ch. 7	Revenue and Cost Accounting	107
Ch. 8	Timesheet Management	119
Ch. 9	Labor Management	133
Ch. 10	Expense Management	143
Ch. 11	Invoicing	155
Ch. 12	Request and Issue Tracking	165
Ch. 13	Knowledge Management	187
Ch. 14	Performance Analysis	207
Pt. 2	Section B. Extended Components	223
Ch. 15	Customer/Partner Relationship Management	225
Ch. 16	Human Resource Management	235
Ch. 17	Complete Enterprise Accounting	251
Pt. 3	Selection and Implementation	263
Ch. 18	Evaluating a Professional Services Automation Solution	265
Ch. 19	A Best-of-Breed Approach	267
Ch. 20	Technology Considerations	271
Ch. 21	Integration	301
Ch. 22	Implementation Strategy	307
Ch. 23	Operations	319
Pt. 4	The Future of Professional Services Automation	335
	Conclusion	339
	App. A: Other Sources of Information	343
App. B	Professional Services Automation Request for Proposal Template	349
App. C	In-House Software	363
App. D	Professional Services Automation and Enterprise Resource Planning	373
App. E	Emerging Standards and Technologies	385
App. F	Purchasing Options	389
	Index	395
	About the Authors	401