Service Delivery Management for Outsourcers
Outsourced
service delivery is a competitive business-with slim margins.
Outsourcers must constantly find new ways to increase revenues with
product up-sells, upgrades and expanding support services. No easy task
without a 360-degree view into service delivery process-and the
changing needs of customers.
There are three obstacles to services management that every service
delivery organization must overcome to improve services from request
through fulfillment:
No umbrella view of services being delivered. Service providers lack the aggregated
strategic level visibility to compare customer requirement trends with delivery
costs. No automation of service management. Service delivery professionals
rely on paper-based systems or cobble together various software. While businesses
have vigorously implemented supply chain management solutions to streamline
manufacturing, no equivalent provides the same level of visibility for service
delivery. No synchronization between the key elements
of service delivery: delivery agents, assets and contracts. A lack of coordination of service
delivery agents with corresponding assets being managed, contractual agreements
and service locations dramatically drives up service delivery costs.
Managing
and increasing service revenue means synchronizing service delivery and
planning. It calls for new technologies and business practices designed
specifically to solve the service lifecycle management challenge.
RightEdge enables organizations to maximize the potential of their service
strategy by providing comprehensive, cost-effective solutions that optimize
the service enterprise. From service delivery and management, RightEdge provides
the intelligence and flexibility to simultaneously increase revenues, improve
service quality and reduce costs.
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