Assessing Success Factors For Telecom IT Managed Service: A Capabilities And Experience Assessment

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Executive Summary

Managed services projects have always been complex and are becoming even more so due to the evolution of Communication Service Providers' (CSP) requirements and new business expectations. As a result, it is becoming increasingly challenging to fully achieve all the business objectives associated with managed services today. In order to ensure success, CSPs need to follow best practices for planning and implementing managed services. TM Forum Insights has identified a set of success factors for managed services projects: long-term business objectives, defining the scope for relevant services, a feasible and optimized implementation roadmap, customer-experience related business objectives, business objectives driven SLAs.

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