- Language: English
- 146 Pages
- Published: May 2010
- Region: North America, United States
- Published: April 2013
- Region: Global
- 48 Pages
- TM Forum
Managed services are in the midst of real change which promises significant business benefit to communications service providers. While existing managed services have steadily grown, by reducing costs and, more recently, improving operational excellence, a third wave of engagements is emerging that delivers more.
The managed-service engagements currently emerging have the intent of providing much higher, more relevant value, as services are tied directly to business outcomes and measured in business terms.
Based in part on our survey of 58 service providers from around the world, covering 100 managed services engagements, this report describes the change that is occurring and tells communications service providers how they can best ride this new wave by improving their planning, supplier selection and governance capabilities.
The survey is the most balanced global survey TM Forum has conducted on managed services to date, with 60% of the respondents serving emerging economies, and it shows cause for relative optimism. There are significantly better satisfaction scores for current engagements than in last year’s research, especially for engagements that are 50 percent or more complete. Survey results are detailed in the report, including intent to increase or decrease use of managed services, broad drivers, critical success factors, and functional areas of growth. The report also explores individual engagements, looking at functional areas addressed by the engagements and levels of satisfaction.
The report also offers concrete advice on how to better implement a managed services strategy, drawn from experience shared in 14 executive interviews. What became clear in those discussions was that while no single aspect of outsourcing rose up as the major challenge, a number of issues combined to contribute to the problems they experienced. Accordingly, the report details the steps that communications service providers might take to improve their experience and gain more benefit and puts those steps into the broader context of a managed services lifecycle. SHOW LESS READ MORE >
Managed services' evolution
Results from interviews with service providers: The customers speak
Conclusions and recommendations