Professional and managed services are important markets for telecom equipment vendors, with services often making 40% or more of total revenues. Managed services represent multi-year contracts for outsourced services, and avoid the quarterly volatility that often happens in the typical infrastructure business.
Over 50 aspects of each vendor’s portfolio are examined, including services for outsourced network functions, adjacent services that are not network operations, and service depth of managed services. The individual line items into nine distinct categories:
• Build: Plan, design, and build managed service processes and frameworks
• Operate: Operate, transfer
• Optimize: Optimize and manage network performance
• Touch: Operations directly related to customer interaction
• Transform: Convergence of IT, telecom, fixed, and mobile
• Reach: Relative size managed services organization
• Retain: Operator satisfaction as measure by contract history
• Adjoin: Managed services other than network operations
• Expand: New service offerings as growth opportunities
These categories are further distilled into three game-changing leadership strategies: Network Fundamentals (Operational Excellence), Change Agency (Customer Intimacy) and Service Depth (Product Differentiation).