The business intelligence behind NCR Managed Services is a combination of detailed service transaction data and mining tools based on a Teradata data warehouse. NCR provides its clients with a detailed analysis of all service events - from the time a call is taken and a diagnosis is made, to the determination of the precise parts and engineering skills needed to correct a problem.

Speaking at a recent Outsourcing and IT Services conference, NCR Managed Services Vice President, Stan Purvis explained that this analysis permits pro-active improvement of processes. The patterns which emerge are not evident through traditional analysis of service events. These results are then combined with cause-and-effect analysis to identify root causes along with recommendations on how to anticipate and reduce future incidents.

NCR has made a significant impact on several market-leading companies, including Royal Bank Financial Group, Food Lion and Amadeus North America.

"NCR Managed Services clients have experienced greater operational improvements than they could expect from traditional approaches," claims Purvis. "With NCR's global presence, industry-specific expertise and insight into service operations, we're helping our clients make informed business decisions that drive enhanced value."

According to Allie Young, Gartner Group research vice president, "The growth in outsourcing today stems from enterprise demands for continuous IT performance enhancement, cost control and savings, access to critical skills without capital investment and acceleration of IT results to business. Increasingly, service providers need to demonstrate both technology and industry knowledge and align this knowledge through processes that deliver and measure return on investment for a specific enterprise."