Part­ners equally re­spon­si­ble for growth of tel­cos


Man­aged ser­vices mar­ket is wit­ness­ing ac­cel­er­ated growth in re­cent years due to the ad­vance­ments in cloud com­put­ing, big data and mo­bil­ity ser­vices. The fo­cus has shifted from re­duc­ing cost to op­er­a­tional ex­cel­lence and now to cus­tomer ex­pe­ri­ence to de­liver a con­sis­tent qual­ity of ser­vice ex­pe­ri­ence. Fac­tor­ing in the long list of in­dus­try trends that will have an im­pact over the next few years – IoT, M2M, ICT ser­vices, big data an­a­lyt­ics, 5G and the adop­tion of NFV and SDN – busi­ness as usual will no longer suf­fice. A man­aged ser­vices provider is swiftly mov­ing from a “ven­dor” re­la­tion­ship to a strate­gic part­ner re­la­tion­ship. To­day’s man­aged ser­vices part­ners will be equally re­spon­si­ble for con­tribut­ing to the growth story of tele­com op­er­a­tors.

Some of the key fac­tors driv­ing de­mand for man­aged ser­vices in In­dia are- de­clin­ing voice ARPU’s, in­creas­ing de­mand for highly rel­e­vant, per­son­al­ized and con­tent-rich ser­vices over the mo­bile and fo­cus on im­prove­ments in op­er­a­tional ex­cel­lence and value cre­ation. Man­aged ser­vices en­able ser­vice providers to unify oper­a­tions un­der a sin­gle ser­vice KPI / SLA frame­work. This en­sures op­ti­mal qual­ity of ser­vice for end-users whilst max­i­miz­ing the ser­vice provider’s rev­enue win­dow.

A man­aged ser­vices model is based on ITIL frame­work com­pris­ing of de­fined prac­tices and pro­cesses that en­ables op­er­a­tor’s to en­sure cus­tomer ex­pe­ri­ence, re­li­a­bil­ity and eas­ier goto-mar­ket while man­ag­ing CAPEX and OPEX ef­fi­ciently. Man­aged ser­vice of­fer­ings in­clude:

Man­aged dig­i­tal ser­vices: Th­ese en­able op­er­a­tors to im­prove their top line as well as bot­tom line through ded­i­cated SMEs man­ag­ing the per­for­mance of the dig­i­tal port­fo­lio of the op­er­a­tor end-toend.

Man­aged cus­tomer ex­pe­ri­ence: It en­sures op­ti­mal cus­tomer ex­pe­ri­ence through stream­lined pro­cesses and ser­vice man­age­ment thus en­sur­ing cus­tomer de­light.

Man­aged cloud ser­vices: Th­ese en­able an or­ga­ni­za­tion to do away with Capex in­vest­ments by uti­liz­ing ca­pac­ity and in­fras­truc­ture on a pay-as-you-use ba­sis while en­sur­ing the same level of ser­vice per­for­mance is main­tained by trans­fer­ring the ser­vice man­age­ment re­spon­si­bil­ity to a man­aged ser­vices part­ner

Man­aged fi­nan­cial ser­vices: Th­ese en­able anal­y­sis of data that is cap­tured in form of bil­lions of fi­nan­cial trans­ac­tions through mo­bile net­works.

Vice Pres­i­dent and Global Head of Man­aged Ser­vices, Mahin­dra Com­viva

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