Optimizing Telecom Operations 1-800-COURSES www.globalknowledge.com Expert Reference Series of White Papers Written and provided by Introduction One of the most exciting dynamics of the telecommunications industry is change. While a large portion of the industry is steady and predictable, the introduction of new technology, new applications and new vendors into any environment creates opportunities to improve the performance of telecom services and departmental operations. Discovering a better, faster and more cost effective solution is always an exciting moment. While moving on a project to take advantage of a new solution can be challenging, the success of all telecom proj- ects can be optimized if a five k ey items of control are considered. Managing telecom operations successfully requires complete control over financial, service and asset, and service provider performance. Each area of focus is equally dependant on the other and none holds more weight that the others. While these areas of focus assist in defining what is to be managed from a telecom operations perspective , there are five specific actions that you can taketo contribute to successful telecom proj - ects throughout the year. The five key actions are (1) refining financial management, (2) assessing contract performance, (3) reviewing service provider relationships, (4) validating telecom services, and (5) implementing service management control. 1. Refine Financial Management Consider financial control as a three-pronged activity. Financial control encompasses invoice validation, cost containment and budgeting. Each component of financial control contributes to the others in gaining complete control over the cost of telecommunications. Before any telecom projects can commence, it is important to refine the financial management of existing service cost before new services, technology and applications are introduced into the environment. Acomplete audit of all telecom costs or a review of recently audited costs assists in setting a cost baseline. Review service types and services by invoice account and set financial management baselines for each. T hese baselines become performance points for the existing environment from which sound financial decisions con- cerning return on investment and overall financial impact can be made as new projects are discussed and considered. 2. Assess Contract Performance Assess current service provider contracts to gain insight into the performance of each. P erformance metrics should consider total cost of ownership , volume commitment attainment and service level agreement/business agreement performance. The goal of this action is to quantify how service providers and their contracts are performing against contractual expectations. In cases where performance is acceptable, consider how new Timothy C. Colwell Optimizing Telecom Operations Copyright ©2007 Global Knowledge T raining LLC. All rights reserved. Page 2 p rojects will change existing contracts and business relationships in the presence of new telecom services, technologies or applications. In cases where performance lacks, actions can be taken in tandem with new proj- ects to address contract deficiencies and improve the ability of contracts to perform to expectations. When the latter situation is present, it is important to address concerns with the current situation before new variables are introduced into the environment. Changing services, technologies or applications with existing service providers is challenging enough without the added pressure of adding them on top of a contract that is failing to perform. Address all concerns with exiting contract before new items are introduced. 3. Review Service Provider Relationships Review service provider relationships to identify non-contractual relationship concerns. Much as contractual concerns should be addressed before new variables are introduced, it is equally as important to evaluate the business relationship in place with service providers. Resolving problems and managing business relationship performance requires a clear understanding of current and outstanding issues to develop a resolution plan. If service providers lack in their performance, communicate the issues and solve problems before change occurs. One of the most common service provider commitments is “we will get it right this time.” Often, these promis- es are made by account executives and sales representatives that do not have the authority or responsibility for solving the issues present in the business relationship. While the promise is well intentioned, require all service provider contacts that have the ability to affect relationship change to meet and address the issues. This need not be an adversarial meeting. Rather, it should be one of relationship change to increase benefit to all parties involved. Consider implementing service provider performance review meetings on an annual or semi-annual basis to address and resolve business issues as they occur to prevent issue malignancy. 4.Validate Telecom Services Validate that existing telecom services are needed and assess how service, technology and application changes will affect the current environment. As new variables are introduced into the telecom environment, the greater the probability that existing services will become orphaned. Additionally, new variables may cause existing services to be consumed in a greater or lesser quantity than they currently are . Knowing what services are installed and how they are used enables decisions about how changes will influence the current environment. 5. Implement Service Management Control F inally , implement or reinforce service control policies. Moves, adds, changes, and disconnects impact technical services as well as financial requirements. Creating procedures that promote effective communication between those that implement service changes and those that validate and track the cost of telecom services improves operational control. Change is an ever-present factor in telecommunications and tying service change to cost reduces financial excess. Consider these five points of action before new telecom projects commence. Doing so will improve your ability to lead projects to successful completion. Learn More Learn more about how you can improve productivity , enhance efficiency , and sharpen your competitive edge . V isit our web site for a list of Evotem courses that we offer . For more information or to register, visit www.globalknowledge.com or call 1-800-COURSES to speak with a sales representative. Copyright ©2007 Global Knowledge T raining LLC. All rights reserved. Page 3 . Optimizing Telecom Operations 1-800-COURSES www.globalknowledge.com Expert Reference. challenging, the success of all telecom proj- ects can be optimized if a five k ey items of control are considered. Managing telecom operations successfully requires