Large service providers understand that one size doesn't fit all. To make the experience enjoyable, they strive to make interactions with their customers something to look forward to. Companies that invested in digitizing core processes were better prepared to handle the COVID-19 pandemic, especially when offices closed and employees had to work from home. Good service providers take the time to understand their customers' organization, business objectives, challenges, IT role, and requirements before proposing how they can help. Their onboarding process is customer-centric, so that when services go live, they have a full understanding of how it will affect the business and its users. When choosing a service provider, reputation is key.
The new restrictions and sensitivities brought on by COVID-19 have forced architects and designers to rethink and reimagine our built environment. Buildings are now designed to minimize contact, optimize fresh air flow, and manage foot traffic more efficiently. Preventive care has been around since ancient Greece. In the 20th century, the focus on understanding the human body to prevent disease saved millions of lives and reduced healthcare costs. The way a supplier communicates with a business team is a strong indication of how well they will work together. Take time to interview the service team to make sure it fits and confirm that overall goals align.
For many IT service providers, it is not possible to have or maintain the skills needed to provide a wide range of IT services. To get the most value out of an IT service provider, don't try to shift responsibility from the IT team but collaborate strategically throughout the process. Service providers may struggle to interact with IT departments that have multiple silos, so it's important for the IT department to choose someone to act as a single point of contact. IT has so many different aspects that an IT service provider must have a large team of trained professionals with numerous specializations in order to provide comprehensive outsourcing solutions. All business relationships involve certain expectations, but IT doesn't always make its expectations clear in contracts with service providers. Enterprise IT teams may be wary of working with third parties, but this is a mistake. Large IT service providers will go one step further and explore where they can deliver even more value by working with their organization and IT team as a strategic partner. TM Forum has a number of useful artifacts for both service providers and vendors, such as guides on managing customer experience and big data, as well as its Information Framework (SID), Application Framework (TAM), and Business Process Frameworks (eTOM).With so many IT service providers on the market, it can be difficult to identify the right one.
Don't try to shift responsibility from the IT team to the service provider but collaborate strategically throughout the process. It's important for the IT department to choose someone to act as a single point of contact. All business relationships involve certain expectations, but it's important for IT teams to make their expectations clear in contracts with service providers. Enterprise IT teams may be wary of working with third parties, but this is a mistake. Large IT service providers will go one step further and explore where they can deliver even more value by working with their organization and IT team as a strategic partner. TM Forum has a number of useful artifacts for both service providers and vendors that can help them get the most out of their relationship.
It's important for both parties to understand each other's expectations in order for them to work together successfully.
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