After a long hiatus of just on 12 months we're back. We will be continuing our series of weekly posts on service management for service providers. Stay tuned.
In the current economic climate, many service providers will be looking closely at their IT spend. With the Communications Index down more than 40% on where it was 12 months ago, should service providers cut back on operational support systems (OSS) and projects to automate service management? We think this is the ideal time to embark on these projects. With an economic downturn across all industries, there is an opportunity to access IT resources and personnel at a discounted rate. This provides an opportunity to take on projects that will deliver real cost savings. If you prepared a business case that didn't stack up 3 months ago, maybe it is time to revisit it. The rule as always though, is to keep projects short and focused. Deliver in small increments with quantifiable benefits at each stage and you should find you have leapt ahead of your competitors in 12 months time.
Following on from our previous post on Service Modelling , we thought we would discuss the service catalog. Wait, is that a service catalog or a product catalog? If you remember, a product is something we sell to a customer. Most businesses would be familiar with a product catalog. At a restaurant the product catalog is called a menu. For some reason, telecommunications service providers struggle with the concept of the product catalog and this is usually because they confuse the definitions of products and services. The product catalog should contain all the items you advertise and sell to your customers. There are usually many more products than service types, as each product has a unique set of pricing information. If you sign customers up for fixed term contracts for example, each contract length defines a different product, even though the type of service provided to the customer is the same. The service catalog on the other hand is what drives the operational side of the...
What does service modelling entail? Is it simply recording meta-data about a service such as how it is delivered, configured and monitored or is it something more? Recent discussions with a client highlighted how confusion over terminology about products and services can lead to product development chaos. We resolved the problem by coming up with an agreed set of terms that could be used consistently throughout the organization. The problem stemmed from the different perspectives held by billing and network engineering. Billing thought in terms of products. Network Engineering thought in terms of services. These are the definitions we developed and they may help your organization navigate the product development maze. Product This is what is sold to the customer. When a customer purchases a particular product they are provided with a standard set of services and equipment. Products have specific billing rules associated with them. For example: A product could provide a customer w...
In the end, schedules slip, things break, customers are unhappy and developers are stressed.essay checker
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