How Telecom and IT Vendors Impact the Business and Why It Matters EXCERPT

Transcription

1 How Telecom and IT Vendors Impact the Business and Why It Matters EXCERPT

2 Proving the Value of Telecom and IT Through Vendor Results Telecom and IT vendors can significantly influence the bottom line of the organizations they serve. How? By delivering products and services that empower communications, and aligning them to overall business needs. When this happens, vendors contribute to enterprises technical, financial and operational efficiencies and create positive business outcomes. This level of reach and influence puts the onus on organizations to ensure they understand how and why their telecom/it vendors make the difference between success and disappointment. This report, How Telecom and IT Vendors Impact the Business and Why It Matters, targets everyone within the Telecom Management Ecosystem, including telecom and IT vendors dedicated to delivering maximum business value to their customers. UNDERSTANDING THE ROLE OF VENDORS WITHIN THE TELECOM MANAGEMENT ECOSYSTEM Vendors influence everything that happens in the Telecom Management Ecosystem (see Figure 1). That means they can have significant impact on the efficiency and productivity of the telecom environment, and contribute directly to business performance. Therefore, the quality and efficacy of telecom/it vendor products/solutions, processes, responsiveness, and so on, all affect the entire organization in areas including, but not limited to, revenue, customer satisfaction and competitive advantage. Refer to Figure 1 for more insight regarding the Telecom Management Ecosystem. Figure 1: Telecom Management Ecosystem ENVIRONMENT PROCESSES STRUCTURE VENDORS INFORMATION VENDORS TELECOM ENVIRONMENT ACTIVITIES SKILLS TECHNOLOGY COSTS SERVICES SERVICES ASSETS CUSTOMERS VALUE PRODUCTS EXPENSE REVENUE VENDOR SOLUTIONS IMPACT REPORTING & DASHBOARDS SERVICE LEVEL PROFIT MARKET SHARE CUSTOMER EXPERIENCE COMPETITIVE ADVANTAGE Source: AOTMP AOTMP. AOTMP. All Rights Reserved.

3 For the reasons noted, vendors must move away from the traditional transactional mindset into one that considers how everything, and everyone, impacts the telecom environment and ultimately the business. The simple act of assessing customers goals for telecom/it and the business, and actively understanding how products and services fit into those objectives, helps jumpstart that change. When efforts such as these become the new normal, the telecom and IT management industry will experience more cohesion and growth. HOW TELECOM/IT VENDORS IMPACT THE Telecom and IT vendors, in particular, must lead this charge. After all, they serve as the primary providers of products and services that comprise the telecom environment. First, they must understand their customers business objectives. This comes in direct opposition to many vendors approach of selling a solution and moving on to the next prospect. An evolved telecom management sector requires the participation of vendors interested in helping their customers achieve goals such as increasing revenue, improving customer satisfaction and making internal communication easier. Sit down with the enterprise and probe the goals for the entire business, not just the telecom management department. In addition, act on the following points: Request input from the internal stakeholders outside of telecom/it who may have performance requirements Identify key criteria for technical, financial and operational performance Provide service level agreements for areas including technical requirements and customer service Telecom/IT vendors also will want to emphasize the value they bring to the organization to underscore how their strengths contribute to the enterprise s business objectives. For example: Resolving issues during network outages, and getting the organization back up and running as soon as possible, thereby mitigating revenue losses Controlling the organization s costs by installing appropriate solutions Helping improve market share and competitive advantage through high-quality products and services that enable business transactions Learn more about why vendor impact matters by reading the full report now AOTMP. AOTMP. All Rights Reserved.

4 Table of Contents Introduction...3 Understanding the Role of Vendors Within the Telecom Management Ecosystem...3 Figure 1: Telecom Management Ecosystem...3 How Telecom/IT Vendors Impact the Business...4 How Vendors Can Provide Additional Business Value...4 Focus Area 1: Services...5 Focus Area 2: Products...5 Focus Area 3: Service Level Agreements...5 Figure 2: Common Service Level Agreements...5 Focus Area 4: Customer Experience...6 Focus Area 5: Reporting & Dashboards...6 Focus Area 6: Business Value...6 Conclusion...6 About the Authors...7 About AOTMP AOTMP. AOTMP. All Rights Reserved.

5 TELECOM MANAGEMENT BEST PRACTICES AND INDUSTRY STANDARDS ABOUT AOTMP RESEARCH AOTMP research is supported through data collected from a variety of sources including, but not limited to general research surveys, conference and event polling and AOTMP client engagements. AOTMP s data point contributors include over 100,000 IT, telecom and business professionals, supporting domestic and international enterprises and industry vendors. Data points contributing to research are carefully analyzed using advanced statistical methods. Research findings are confirmed through test/retest validity methodology and, therefore, paint an accurate picture of the industry. The clarity and detail of AOTMP research is unmatched in the practice of telecom environment management, and AOTMP expertise translates analysis into actionable findings representative of the industry and all related industry segments. ABOUT AOTMP AOTMP is a global leader providing telecom management best practices and industry standards for organizations and the vendors who support them. Using information and data points from thousands of telecom environments worldwide, AOTMP solutions help enterprises drive performance, efficiency and productivity while significantly reducing costs; and help telecom vendors provide a new level of value to their customers. AOTMP s patented Efficiency First Framework methodology brings balance to the telecom management ecosystem, resulting in vendors positively impacting the telecom environment and the telecom environment being better leveraged to drive business results. Adoption of the Efficiency First Framework through AOTMP solutions allows organizations to evolve their telecom environment to a new level of performance far beyond existing auditing, telecom expense management or mobility management programs. Sustainable short-term impact and long-term results are created that transform the environment, once viewed as an operating expense, to a strategic asset leveraged to drive business results. Solutions include training and certification programs, telecom management information portal, research and advisory, performance scoring and analytics, events and conferences, and other service solutions. Business and performance results are measured and monitored far beyond cost savings and compared with best-inclass environments. The Efficiency First Performance Index, which is the new standard for measuring environment performance, establishes ratings for team, business and vendor performance as well as efficiency ratings and key performance indicators (KPIs). Gaps are continually analyzed as the environment, the professionals within the environment and their vendors drive towards certification status. Certifications indicate quality, efficiency, performance and value to stakeholders, customers and the individuals who support the environment. AOTMP s clients represent $24+ billion in annual telecom spend and include 100+ of the Fortune 500, small and medium businesses, public sector organizations and industry suppliers. Learn More About AOTMP s Telecom Management Research & Latest Research Papers research@aotmp.com aotmp.com Live chat on our website Monday Friday 8 am 5 pm ET 7835 Woodland Dr., Suite 250 Indianapolis IN AOTMP. AOTMP. All Rights Reserved.