ttm extended managed services framework - high level overview
DESCRIPTION
Applicable for Operators and Managed Services ProvidersTRANSCRIPT
ttmconsulting services for Operators
Entrust one’s IT in other’s hands is a strategic decision and should be regarded as a business transformation.
ttmconsulting assists CSPs ensuring the transformation success by:
Setting the foundation for a cost-effective MS framework
Escorting the entire MS life cycle:
from the business case analysis and RFP process
through the due diligence process
selection of appropriate MSP
setting the governance model
supervising the ‘transition-in’ execution of services from CSP to MSP
supervising the ‘transition-out’ (reverse-transfer)
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ttmconsulting services for MSPs
Entrust one’s IT in other’s hands is a strategic decision for a CSP.
ttmconsulting assists MSPs to become the CSP’s vendor of choice
Strategic and Management consulting
Sales Kit development
RFI/RFP process support
Establishing KPIs catalog (Business to Operation)
Managed Services Delivery Framework development
Escorting MS Operation Establishment
MS Risks Assessment
MS Program Assessment and Recovery
Workshops – Sales, MS consultants, MS Transition & Delivery Managers
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Robust & repetitive use of Best Practices
Quality Management Culture
Robust E2E Governance model
Well defined SLAs and measurements
Expertise in the relevant Industry practices
Link to CSP’s Business Strategy and Goals
Transparency between CSP and MSP
‘Quick Wins’
Continuous Service Quality Improvements
SLA Management - high quality and visibility
Managed Services projects / customers’ references
Managed Services Key Attributes/ Success Factors
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• Over 60 years of international experience in Global Services &
Managed Services arena and frameworks constructions
• TTM eMSF - Robust methodology and tools (>90 items) based
on industry best practices
• 22 Processes outlines and procedures
• 49 templates and checklists
• 20 overviews and guidelines
• Applicable Methodology – tailoring to customer’s environment
Copyright - Proprietary and Confidential Information of ttmconsulting
TTM eMSF extended Managed Services Framework
Global Services & Managed Services - Resume
IBM Global Services
amdocs (BSS)
Cramer Professional & Global Services (OSS)
NICE Systems Global Services
ECI Telecom
Services Engagements with 1st / 2nd Tier companies in the Telecom, Finance and Public sectors
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Managed Services – Life Cycle Overview
Setup Transfer Operate Close Engage
CSP Request / RFP
Service Delivery
Transition-In Stabilization
Transition-Out
MS Program Management & Governance Kick-Off
MS
Contract
Sign-Off
Customer Study
Initial Proposal
Due Diligence
Conclusion
Customer Engagement
Managed Services – Delivery Processes
Setup Transfer Operate Close Engage
Service Delivery
RR** = Readiness Review
Management
Organizational Readiness
SLA Management
Transition Out
Initiation
PMO
Governance
Transition
RR** Operate
RR**
Transition
Planning
Execution Stabilization
Contract
Sign-Off
Customer Engagement
Business Operations
Application Management
Infrastructure IT
Operation
Service Desk
Quality / Improvement Management
Kick-Off Readiness
Managed Services Framework - Highlights Processes
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Methodology Overview presentations to CSPs
Due Diligence structured process, workshops and questionnaires
Response to RFI/RFP Process
Transition/Offshoring Assessment - qualitative & quantitative driven
Transition end-to-end processes
Governance robust structure and processes
SLA Management structure framework and processes
International Standards compliancy – PMBOK (PMI), CMMI, ITIL
Managed Services Framework - Highlights Tools - Customer Engagement
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Methodology Overview presentations to CSPs
Due Diligence comprehensive questionnaires (5 major tracks, ~450 questions)
Telecom KPIs Catalog ( >55) – Business, Business Support, Operational, Service
SLA Telecom best practices
CSP’s concerns and Key Success Factor (~40)
MS Risks Repository (~60) – engagement and ongoing
SOW Full Template and Contract Integrity checklist
MS P&L Guidelines
Workshops – Sales, Sales Engineers, MS Consultants
Managed Services Framework - Highlights Tools - Transition and MS Delivery
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Transition/Offshoring Assessment Methodical Tool
Detailed CSP/MSP Roles and Responsibilities Tables
Predefined plan templates – e.g. transition, MS site initiation, Knowledge Transfer
MS Site Initiation Handbook
MS Risks Repository (~60) – engagement and ongoing
Business/quality gates checklists – Program Initiation, transition readiness, operate readiness
Governance Reporting Guidelines and samples – KOM, steering committee, Operational Review, SLA Performance etc.
Workshops – Transition, MS Governance & Service Delivery
Thank You
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