Managed Service Delivery

After the succesfull award of the Managed Service contract the challenge starting to deliver a high complex and difficult pre-delivery project, including Due Dilligence, Contract negotiation and signature and transition.

Independent of the scope of Managed Service, the overall Outsourcing Process is nearly the same and following in geneal the following major steps.

 

Due Dilligence:

If agreed between the parties a major step to get "the real" information from the Operator to finetune the Business Case and prepare the Organization

Contracting & Negotiation:

Final contract negotiation on the main contract and it's annexes including re-negotiation on commercial condition following the findings from the Due Diligence

Please see below an example of possible contract annexes:

Main Body

Annex 1 - General Definitions

Annex 2 - Objects of Service

Annex 3 - Transition Plan

Annex 4 - Service Level contracts

Attachment 4 A - Network Design, Planning and Rollout

Appendix 4A1 - Active Network Deployment Services

Appendix 4A2 - CPE Installation

Appendix 4A3 - Acceptance Procedure

Appendix 4A4 - Dismantling and Recycling Services

Appendix 4A5 - Fiber Characterization Service

Appendix 4A6 - Working Level Agreement Design, Planning and Rollout

Attachment 4B - Network Operation Description

Appendix 4B1 - Network Element Software Upgrade

Appendix 4B2 - Managed Logistic Service for Network Equipment

Appendix 4B3 - O&M Support for Service Supplier Equipment

Appendix 4B4 - Engineer Dispatch Four Hour On-Site Service

Appendix 4B5 - Consulting Services

Appendix 4B6 - Working Level Agreement Network Operation

Attachment 4C - Reporting

Attachment 4D - Service Level's and KPI's

Attachment 4E - Responsonbility Matrix

Annex 5 - List of assigned contracts, IET third party contracts and other tools

Annex 6 - Infrastructure Lease Agreement and other transition agreements

Attachment 6A - Facilities Description

Attachment 6B - Rental Agreement

Attachment 6C - Facility Services

Annex 7 - Equipment

Annex 8A - Technical Proposal - Network

Annex 8B- Technical Proposal -  OSS

Annex 8C- High Level Design Tools

Annex 9 - CPE Logistics

Attachment 9A - Service Requirements

Annex 10 - open

Annex 11 - Joint Procurement

Annex 12 - Testing Procedures

Annex 13 - Financial and Commercial Arrangements

Attachment 13A - Managed Service Pricebook and Payment

Appendix 13A1 - Pricebook

Attachment 13B - Training Pricebook and Payment

Attachment 13C - Equipment Pricebook and Payment

Annex 14 - Overview of Covenants

Annex 15 - Governance

Annex 16 - Contract Amendment Procedure

Annex 17 - Re-Transition and Termination Assistance

Annex 18 - Service Continuity Requirements from Operator

Annex 19 - Security Requirements and Policy

Pre-transition & Transition:

please see details in the Service part "Transition Management"

Stabilization:

This Phase typically called "Grace period" and has normally reduced or no pennalties for misperformance. This phase is the most critical for the overall Service Delivery duration due to the fact that the new Organization are taking over the existing Services which leads mostly to some turbulance or in case of no propper plannig a huge image damage for the end-customers.

Operation & Transformation:

please see details in the Service part "Network Operations"

During the Operation phase the Managed Service Supplier typically tries to reduce the cost base while keeping the required contractual SLA/KPI requirements.

For this challenge the Managed Service Supplier has only a few building blocks. All building blocks are around efficiency increase and movement of functions into a Regional/Global Organization, be able to share staff for different projects.

There are only a few functions the MS Supplier is able to move to a Managed Service Factory:


On top each Customer, each Technology and each Operation are diverse. To unify these issues a Transformation project has to be initiated:

  • Customer specifics to move to a MS Factory Process framework
  • Technology diversification of different vendors, NMS platforms, network topology to move to a unified OSS platform to manage all technologies
  • Operational diversification of different languages, business continuity, NOC concepts to move to a unified MS Factory platform

Blueprint

The MS Factory platform or alsol called "Blueprint" are looks like

Framework:


OSS Unified Platform:



Key Targets for a sustainable MS Busines:
  • Centralized management systems and tools
  • Common IT Infrastructure
  • Centralized system admin and management system operation
  • Centralized process management
  • Same global process structure but applied to local requirements and conditions
  • Centralizing of operations, One NOC, Back Office and other functions to many networks/customers
  • Flexibility in solutions, different scenarios/solutions fits differently in e.g.
    • time
    • drivers should be efficiency
    • OPEX
    • Quality

From Outsourcer perspective it is important to control your Service Supplier. This means you need to implement an effective Governance during Managed Service Delivery. Please see an examle in the below picture



ICT Service Solution has broad experience in planning and delivering of such kind of Operations and can deliver:

  • Managed Service Delivery Experts
  • Managed Service Delivery Strategy consulting