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Managed Services: A Case of Business Process Transformation?

  • Chitra Sharma
Part of the Management for Professionals book series (MANAGPROF)

Abstract

Managed services is a form of outsourcing, which allows the operator (service provider) to free themselves from the operational running of networks, thus enabling them to focus on tactical and strategic aspects. The radical speed of change in business and technology, coupled with the demands of the customer, makes managed services very useful for operators. In this chapter, “managed services in telecom” is evaluated for a fictitious telecom operator TX, to establish if managed services is a case of business process transformation. The telecom industry is used here as an example; however, managed services is applicable across industries, ranging from hospitality to automobiles.

Managed services has moved on from the traditional “client-vendor” relationship to the now “thought and technical” level partnership with the managed service provider (MSP)/vendor. This shift results in differentiating, innovative, and revenue-generating offerings to the end customer.

Keywords

Price Model Internet Protocol Service Level Agreement Asynchronous Transfer Mode Customer Experience 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

References

  1. Gupta AS, Mukherji S, Ganguly A (2007) Offshoring: the transition from economic drivers toward strategic global partnership and 24- hour knowledge factory. J Electron Commer Organ 5(2):1–23CrossRefGoogle Scholar
  2. http://www.netpromotersystem.com/about/measuring-your-net-promoter-score.aspx. Net Promoter® and NPS® are registered trademarks and Net Promoter Score and Net Promoter System are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld © 1996–2013. Bain & Company. Accessed 28 Oct 2014
  3. Palachuk KW (2013) Managed services in a month. Great Little Book Publishing, SacramentoGoogle Scholar

Copyright information

© Springer India 2015

Authors and Affiliations

  • Chitra Sharma
    • 1
  1. 1.ICT, Change and Process Management ProfessionalGurgaonIndia

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