A capability map of effective and efficient delivery of Telecom managed services

摘要

In the service oriented, customer centric and cloud computing based market environment where network and IT is becoming converged and the Telecom enterprise is transformed to be of a more virtual or even purely virtual organized enterprise, telecommunication operators are, and will be, facing huge challenges to deliver new services and products to their customers in different market segments — from end individual consumers to government agencies. In such a situation, we need to look at the Telecom enterprise with a holistic and top down picture representing its delivery of future Telecom managed services. We need to identify the key capabilities the enterprise should have to deliver those managed services to its clients (whilst enabling superior service quality) and derive some strategic principles and best practices to deal with these challenges. Based on the discussion of trends and challenges and of review of the definition of Telecom Managed Service and its end to end delivery lifecycle, this paper presents a capability architecture map of Telecom managed service delivery. The map displays a set of key capabilities that a Telecom service provider needs to have to deliver these Telecom services to their customers both effectively and efficiently. This capability map can be used as a blueprint by the operator's leaders to lead and guide their end to end enterprise IT transformation.