Managed Service Framework
Description of Project
In common with industry trends, our client has undertaken a major initiative to introduce additional services to their Multi National Corporate (MNC) customers above and beyond the actual devices, hardware and software that make up the core product. These are chargeable and designed to demonstrate value to the customer by reducing internal operational support costs of mobile devices and services.
Chaucer’s Scope
Chaucer team was engaged to develop an implementation framework to identify;
- The key components of the Managed Service offer
- How they be delivered using internal and external suppliers
- What should be sequencing of offer delivery based on materiality
- A recommended implementation plan with supporting organisation
Using Chaucer’s integrated approach, by working with Products and Services team we were able to develop;
- A Managed Service offer supported with Cost, Revenue projections based on a number of delivery options
- Scenarios of how each service element could be delivered by assessing internal and external (3rd Party) capabilities. The intent was to maximise the client’s existing capabilities where possible without compromising quality and speed to market. The quality assessment was undertaken using ITIL/SM framework
- An approach for a 5 stage (Concept > Delivery > Operate > Review > Improve) delivery mechanism for the MNC products and services encompassing the Service, Commercial & Marketing functions
- Recommendations for an implementation programme supported by a new organisation structure
Benefits
Chaucer was able to help organise a number of disparate products and services into one single Managed Service offering. With an objective and rigorous approach, we were able to demonstrate to the MNC group that a clear Managed Service launch strategy could be realised thus enabling the client to sustain its position as market leader and continue its acquisition of MNC customers.
- Accreditations/Partners
