UP YOUR SERVICES OR GET OUT
Innovative Services have become the core focus of global telecoms operators. The rise of Over The Top (OTT) products and the entrance of start-ups in the last few years have provided a new challenge and a new opportunity for Communications Service Providers (CSPs). Adaptability, Agility and flexibility are the new norms for CSPS thriving in the provision of innovative services. Simultaneously, customers are looking for high quality services that enhance their communications experience.
As a core differentiating offering, CSPs need to ensure that effective Service support, delivery and Management - essentially a holistic end to end Service Assurance policy - is appropriately applied. Telecoms Service Assurance is a combination of systems, software and know-how utilised to support the delivery and management of services to customers. Void of a holistic Service Assurance policy/methodology, CSPs risk losing revenue and reputation as competitors churn out improved services for increasingly demanding customers.
BENEFITS OF A SOLID SERVICE ASSURANCE APPROACH
Competing on Service Assurance means that CSPs must have a solid service management strategy that is based on a clear understanding of systems and networks and their interactions with stakeholders, both internal and external to the organisation. The following are a few benefits that a solid Service Assurance methodology can provide:
- A customer-centric focus on improving services and reducing costs
- Improved & consistent service quality through optimised use of performance and monitoring tools
- Incremental innovation across the business landscape
- Continuous enhancement of service quality level and performance
- Reduced time and costs of providing services
- Assured business continuity
- Embed core processes for continual service improvements
- Enhanced customer quality of experience
GREAT SERVICE ASSURANCE TOOLS IS NOT THE KEY
The resolution of the challenges faced by CSPs should not rely solely on Service Assurance Software/tools. A strategic, tailor-made Service Assurance profile, formulated to help support the delivery and management of telecoms’ strategic Service Assurance is key.
SERVICE ASURANCE AS A FUTURE PROOF STRATEGY
In addition, an approach aligned with IT Service Management (ITSM) best practices complements a tailor-made service assurance profile by providing a tested framework to ensure that IT resources reap business value. To compete effectively on Service Assurance, CSPs should focus Service Management, Service Transition and Operations, Service Performance Management and Reporting to future proof their services.
A solid Service Management initiative must be focused on evaluating and improving the quality of services.
SERVICE PERFORMANCE MANAGEMENT AND REPORTING
Service Performance and Management Reporting must be truly holistic and should focus on optimising the value of performance management tools to support high service quality and operational continuity.
SERVICE TRANSITION AND OPERATIONS
Service Transition and Operations strategy should focus on enabling stakeholder alignment between the customer and relevant support teams.
THE BOTTOM LINE: UP YOUR SERVICES AND LEAD
Effective management of Telecom service offerings is vital for innovation and competitiveness. At Sytel Reply, we understand the challenge to get real business results by ensuring that services remain aligned with business priorities, to reduce costs to the business and enhance the effectiveness of IT resources. This mandate explains why Global Operators must continue to ensure that their services meet customer expectations by optimising and mobilising internal teams to take action whilst equipping them with the tools and skills to keep their businesses thriving. The bottom line is that CSPs who are willing to keep their services up, will define the standard, win and Lead.
To learn more about how an effective service management approach can be implemented, read Managing OTT Messaging Services for a Global Telecom Provider.