Research Paper: Elevating the Business Value of Telecom/IT Services Vendor Relationships: Key Decision Points and Metrics to Manage

//Research Paper: Elevating the Business Value of Telecom/IT Services Vendor Relationships: Key Decision Points and Metrics to Manage
Research Paper: Elevating the Business Value of Telecom/IT Services Vendor Relationships: Key Decision Points and Metrics to Manage 2017-11-09T15:15:32+00:00

Elevating the Business Value of Telecom/IT Services Vendor Relationships: Key Decision Points and Metrics to Manage

vendor relationship managementTelecom and IT services vendors play a critical role within the Telecom Management Ecosystem. They provide consulting, outsourced or managed services to help organizations manage their environments effectively and improve financial, operational and business performance. Oftentimes, organizations do not have the internal resources and expertise to perform specific telecom management functions or they choose to leverage expert resources to augment internal staff to perform certain management activities. In these cases, they rely on Telecom/IT services vendors to meet business needs.

Many factors go into the decision to outsource all or part of fixed and mobile telecom management activities. Different business drivers exist based upon unique circumstances within each organization. Based upon AOTMP Research, 89% of organizations indicate that insufficient resources are the leading driver to outsource telecom management services.

This research paper contains specific focus on five (5) vendor categories within the Telecom / IT Services space:

  1. Telecom Expense Management (TEM)
  2. Mobility Management
  3. Telecom Installation & Maintenance
  4. Telecom / IT Consulting
  5. Network Management / Monitoring

This research paper explores five (5) key industry performance levels of Telecom / IT service vendors as reported by enterprises. Research findings confirm the validity and benefit of adopting these best practice recommendations that guide effective vendor management throughout the lifecycle of the relationship:

  1. Measure overall satisfaction with specific IT / Services vendor categories to assess industry performance
  2. Analyze the likelihood customers will recommend their vendor to predict the strength of the relationship
  3. Determine the reasons behind satisfaction ratings to understand gaps in the industry
  4. Understand the drivers behind the enterprise decision to outsource telecom / IT services to predict behavior
  5. Assess the most common Service Level Agreements (SLAs) obtained by customers for monitoring vendor performance

In addition to these focus areas, this research provides insight into the following areas:

  • Primary reasons enterprises outsource Telecom / IT Services
  • Elements involved in creating a business case for outsourcing Telecom / IT Services
  • Enterprise likelihood to continue doing business with their Telecom / IT service provider
  • Enterprise likelihood to do more business with their Telecom / IT service provider
  • Efficiency First® Best Practices for vendor management
  • Efficiency First® Best Practices for measuring vendor performance

Telecom / IT professionals that will benefit from reading this paper include:

Enterprises Vendors
Sourcing and Procurement Professionals will gain insight into identifying the quality and reliability required of vendors. Service Delivery Professionals will gain insight into the key attributes that promote positive engagement and detract from customer satisfaction.
Telecom / IT Managers will be able to identify and understand the primary drivers of positive vendor relationships. Project Management Professionals will gain insight into customer experiences that customers’ value.
Contract Management Professionals will be able to isolate SLAs enterprise peers require of their TEM vendors. Sales Professionals will get insight into the aspects of the customer relationship that establish the foundation of a long term business relationship.
Additional enterprise roles that will benefit from reading this research paper are Management Professionals, Telecom / IT Managers, Risk Management Professionals, Network Management Professionals, Telecom/IT Strategy Leaders, Telecom / IT Leaders Additional vendor roles that will benefit from reading this research paper are Product Managers, Analysts, Operations Managers, Professional Services Professionals

 

Download the full research paper:

You’ll also receive our weekly e-newsletter full of great telecom management news, tools and information. At AOTMP, we respect your privacy and will never sell, rent, lease or give away your information to any third party.