Service Delivery

Service Delivery is the process of activating a product or service for a particular customer. In the Quote to Cash realm, the term ‘provision’ is used for products and services that are digital or network oriented – things you cannot touch or hold. Fulfillment is the term typically used for physical goods that are exchanged at a point of sale location, or delivered to the end customer by a field technician or via shipping.

Service Delivery

From a customer experience perspective, this is where the exchange of goods and services take place and the benefit of the product or service purchased is realized.

Effective monetization architectures carefully balance the concept of ‘provision and bill.’ One of the best measures of an effective process is when the number of services provisioned or active equal the number of services that are being billed. Due to a variety of factors, these numbers can be out of sync, representing lost revenue if there are more active than billed services, or potential customer service issues if the reverse is true.

Service Delivery Components

Service Delivery

Physical Inventory

Physical Inventory represents the inventory of tangible products that are available to customers such as wireless handsets, servers, customer premise equipment (CPE), or many other products.

Physical inventory is critical to service providers, including Telecommunications (handsets, CPE, ports, etc.), Infrastructure as a Service (cages, racks, servers, etc.), and any company that requires a physical device to deliver the product or service (such as a GPS unit, time clock, or set-top box).

A best practice regarding physical inventory and the Q2C Process is for the system to ensure that when a customer receives a quote for physical products, the corresponding products are available in inventory to be fulfilled. Those units must be reserved for the customer.

When the products are not available during the selling process, it frustrates customers and puts entire deals at risk.

Logical Inventory

Logical inventory represents the non-physical assets a company owns, such as phone numbers or IP addresses, which are crucial to tracking a product or service. These items aren’t physically stored in a warehouse or data center.

Logical inventory is a key requirement in the service provider space such as with telecommunications and Infrastructure as a Service.

Professional Services Automation (PSA)

Professional Services Automation, along with its kissing cousin Project & Portfolio Management (PPM), can be software applications or groups of applications that track project metrics such as time recording, billing, reporting, and utilization. The main purpose of these applications is support and tracking of the company’s operational aspects for implementation of their own solutions. In short, these solutions monitor implementation, engineering, or product teams.

This allows the provider to gather metrics and data to improve efficiency and decrease costs, labor, and time-to-service for customers.

Workflow Management (WFM)

Workflow Management (not to be confused with Workflow Management Applications) is the process of coordinating the employees and contractors who deliver service to a customer in the field. This can be done at a customer location, or within some segment of the network used to deliver service to a customer.

A good example of this is typically B2B Telecommunications or B2C Cable TV activation, where an engineer or network technician needs to be on-site (colloquially called a truck roll) to activate a service.

Provisioning

In the Quote to Cash realm, the term provision is used to describe the activation of products and services that are digital or network-oriented in nature. When a cable company turns on a television or internet service for a customer, or Netflix allows users to stream movies, those are instances of Provisioning.

It should also be noted that provisioning is tightly aligned with a company’s billing system, its usage processing, and is often a trigger in the Revenue Recognition/Financial Management System that earned revenue is realized.

Fulfillment

Fulfillment is to physical inventory what Provisioning is to logical inventory. Specifically, fulfillment is the exchange of a physical product – regardless of whether the product was picked up from a company retail location, delivered by a field technician, or received via a shipment, and should be treated as a separate, independent line item in a company’s billing and revenue recognition systems when the physical inventory and the logical inventory are not delivered in parallel.

Detailed: People | Process | Technology

Service Delivery responsibilities generally land squarely on a company’s Operations team. They are tasked with turning up a service, arranging a delivery or truck roll, and exceeding customer expectations, among a myriad of other duties. The Customer Service and Customer Success organizations are also integral to the Service Delivery realm, as they are that omnipresent link between customers and the back office.

The Product team and Finance group, along with Legal, are also part of the success equation related to Service Delivery.

Finance-People-IconSales-People-IconOps-People-IconCustomer-Service-People-IconProduct-People-IconIT-People-Icon

ATG maintains a set of 75+ key business processes to support management of Customers and Revenue for Service Providers. Nineteen of these processes originate, or are impacted by, the Service Delivery function. Below are the key processes that touch Service Delivery, categorized by the Organizational Unit that owns the process:


Customer Service Organization

End-Customer Account Maintenance – the methods by which a customer can manage their own account details via customer portal, website, etc.

End-Customer Self-Help – processes and assets in place to allow a customer to resolve issues and answer questions on their own.

End-Customer Self-Help (Mobile) – processes and assets in place to allow a customer to resolve issues and answer questions on their own via a mobile device.


Customer Success Organization

New Customer Onboarding – the process of creating a customer account, properly provisioning products and/or services, and communicating welcoming messages.

 


Product Organization

New Product Introduction Process – configuring attributes and introducing new products or services to the product catalog.

New Product Introduction Process (Mobile) – configuring attributes and introducing new products or services to the product catalog for mobile devices.

Bundled Product Introduction Process – the configuration and introduction of grouped products and services to the product catalog.


Operations Organization

Service Provisioning & Activation – the process of activating a service or provisioning a product for a particular customer.

Professional Services Automation – tools and processes related to management and deployment of professional services.

Physical Inventory Management – the processes a company uses to manage the consumption and replenishment of tangible inventory levels.

Logical Inventory Management – the processes a company uses to manage the consumption of non-physical asset inventory levels.


Finance Organization

Revenue Recognition: Earned Trigger Processing – method for appropriately triggering revenue recognition events.


Legal Organization

Export Compliance Processing – managing and adhering to the federal and international export compliance requirements.


I.T.

Maintenance and Oversight of Monetization Ecosystem – processes around ensuring that all touch points and connections within the ecosystem are optimized to their fullest potential.

Vendor Management of Monetization Ecosystem – oversight and communication duties of ecosystem software components and their vendors, including management of vendor road map and change logs and general relationship nurturing.

Cross-Training of Monetization Ecosystem Components – process for training organizational resources on the appropriate software systems.

Security Oversight of Monetization Ecosystem – process for maintaining and controlling access and permissions to ecosystem components.

Data Stewardship Across Monetization Ecosystem – process of assigning ownership and sources of truth for data within the organization.


All Organizations

Daily, Periodic, or Ad Hoc Reporting (Extraction, Load, Report, Dashboard) – movement of data between domains to create single source of truth for reporting and dashboarding.


In the Monetization Ecosystem, Service Delivery technology is broken into three solution types.

  • Professional Services Automation (PSA) – software used to monitor implementation, engineering, and product teams.
  • Inventory Management – solutions that can usually handle both physical and logical inventory processes.
  • Network Management – solutions that are often used to solve communication and system interoperability issues, and support managed services and outsourcing of products and services.
Key Vendor Alert
The Service Delivery domain is made up of three different software categories and is segmented below by these software types.

PSA Key Vendors

Founded: 2009
HQ: San Francisco, CA
Company Type: Privately Held
Website: www.financialforce.com
Cloud/On-Premise: Cloud

FinancialForce.com offers ERP solutions to equip customer-centric businesses with a unified cloud platform and all the applications necessary to grow both the top and bottom line. Built on the Salesforce1 Platform, FinancialForce.com offers the following applications that allow businesses to increase the speed in which they operate and be more responsive at every touch point of a customer’s journey:

  • Financial Management
  • Human Capital Management (HCM)
  • Professional Services Automation (PSA)
  • Supply Chain Management (SCM)

Founded in 2009 and headquartered in San Francisco, FinancialForce.com is backed by Salesforce.com, Technology Crossover Ventures, UNIT4 and Advent International.

FinancialForce.com tends to target customers seeking cloud applications that range from small and mid-sized businesses to global enterprises.

Jacobus Consulting – Healthcare consulting services

1Spatial Group Ltd. – Software and solutions company specializing in spatial big data and geospatial databases

ABC Selfstore – Personal and business self-storage in London

Ahead – IT innovations consulting

University of Houston – State Research University

White Springs – Sales training program software, solutions, and tools

Founded: 1998
HQ: San Mateo, CA
Company Type: Public
Website: www.openair.com
Cloud/On-Premise: Cloud

NetSuite specializes in SaaS business management, especially CRM, ERP and Ecommerce.  Some of the company’s core competencies include:

  • CRM (Customer Relationship Management) – a method of managing a company’s exchanges with customers, both current and future
  • ERP (Enterprise Resource Planning) – a way for companies to collect, store, and manage data surrounding business activities
  • Ecommerce – digital shopping for B2C and B2B businesses
  • Professional Services Automation – resource management, project management, project accounting and timesheet and expenses management.

NetSuite’s target market is midsize to enterprise businesses.  They have a wide range of customers, from a professional sports team to manufacturers of electronic products.

HighPoint Solutions – IT Professional Services

CallidusCloud – Software company

SLA Mobile – Telco service provider

MIPRO – Consulting & staffing company

Founded: 2010
HQ: Phoenix, AZ
Company Type: Privately Held
Website: www.kimbleapps.com
Cloud/On-Premise: Cloud

Kimble is a relatively new company, designed by experts from the Professional Services Automation Industry, that provides holistic PSA management. Kimble provides role-specific workflows and dashboards to its end users while it connects the management domains of pipeline, resourcing, and delivery. The Kimble application offers functionality in the following areas:

  • Opportunity Management
  • Professional Services Automation (PSA)
  • Travel and Expense (T&E)
  • Financial Reporting

In addition, Kimble provides real-time diagnostics and key performance indicators (KPI’s) to help users various levels gain more understanding of business processes and expenses.

Kimble’s main target market is companies operating in the professional services industry. This includes sectors such as Information Technology Firms, Consulting Firms, Accounting Firms, Law Firms, and Communication Agencies.

Netcel – digital marketing agency

Velrada – technology transformation consultancy

ClickSoftware – workforce management software provider

Bishopsgate Financial – financial management consultancy

Red Stack Technology – specialist provider of Oracle products

Founded: 1995
HQ: Austin, TX
Company Type: Public
Website: www.tenrox.com
Cloud/On-Premise: Cloud

Offered as a stand-alone solution by Upland Software, Tenrox specializes in cloud-based Professional Services Automation (PSA) that allows companies to automate many workforce management functions. Supported by a workflow-driven project management solution, Tenrox automates the processes surrounding these core areas of workforce management:

  • Project Requests and Approvals
  • Resource Scheduling and Management
  • Time and Expense Tracking
  • Project Billing Invoicing

In addition to its features, Tenrox also offers configurable cost and billing rules for time/material, fixed bid, recurring, and milestone-based projects.

Tenrox has served over 800 organizations in 50 countries since its founding in 1995, and they continue to serve a wide range of industries including Consulting and Business Services, Not-For-Profit, Engineering, Software, Insurance, and Manufacturing.

Airbiz Aviation – Specialist aviation consultancy

Guidance Software – World’s leading manufacturer of digital forensic software

Mulberry Consulting – London-based international consultancy

Eaton – Multi-billion dollar power management company

Auditor General of British Columbia – Government of British Columbia’s independent auditors

Inventory Key Vendors

Founded: 1982
HQ: Chesterfield, MO
Company Type: Public
Website: www.amdocs.com
Cloud/On-Premise: Cloud

Amdocs Cramer was formed after Amdocs acquired Cramer in 2006, renaming the segment Amdocs OSS Consolidation, an operational support system (OSS) software for telecommunications companies. This end-to-end service fulfillment solution enables providers to deliver new products and services in a quick and cost-effective manner. Amdocs’ OSS consolidation provides:

  • Telecom network information storage
  • Physical device modeling
  • Pre-configured models for transmission technologies
  • Maintenance between physical and logical elements
  • Comprehensive, accurate, and up-to-date telecom inventory

In addition to its features, Amdocs OSS Consolidation provides a foundation that aligns with other Amdocs offerings relating to Network Planning and Service Fulfillment.

Amdocs tends to target service-providing companies consisting of the largest communications, entertainment, and media service providers.

Bell Canada – Mobile and home telephone, television, and internet services and hardware

CenturyLink – Cloud, data, managed IT services, security, and voice

Comcast – Ethernet internet and networking services, enterprise data services, TV, internet, data, and phone services

MetroPCS – Telecommunications services and hardware

Ziggo – Television, internet, voicemail, and mobile services and hardware

Founded: 1993
HQ: Waltham, MA
Company Type: Public
Website: www.netcracker.com
Cloud/On-Premise: Cloud

Netcracker specializes in innovative end-to-end Business Support Systems & Operations Support Systems (BSS/OSS) solutions that enable service providers to operationalize next-generation connectivity, maximize the convergence of Network and IT, monetize content, and deliver a compelling customer experience. Founded in 1993, Netcracker became a subsidiary of NEC Corporation in 2008 and acquired the Convergys Information Management Division in 2012.  In February of 2015, Netcracker and NEC launched a new initiative to address the opportunities associated with SDN and NFV for service providers. Their product suite covers:

  • Customer & Partner Management
  • Revenue Management
  • Operations Management
  • Orchestration
  • Big Data Analytics
  • Cloud Platform
  • Virtual Functions, Management & Infrastructure

In addition, they offer a full suite of Managed Services and Professional Services.

Netcracker’s customers span five continents and include service providers, enterprises and government agencies.

Swisscom – Telecommunications provider in Switzerland

Vivacom – Telecommunications provider in Bulgaria

Turkcell – Mobile phone operator in Turkey

Telefonica – Global telecommunications and broadband provider

Bright House Networks – American media company

Founded: 1976
HQ: Stockholm, Sweden
Company Type: Public
Website: www.ericsson.com
Cloud/On-Premise: Cloud

Ericsson Granite, now called Ericsson Adaptive Inventory, is an adaptive inventory system spanning the plan-to-provision and lead-to-service functions of an operations and business support platforms. This comprehensive resource management and provisioning automation solution provides insight across all operational layers and technologies to support an entire operational environment to drive planning, provisioning, and assurance.

Ericsson’s Adaptive Inventory solution provides the following:

  • Unified Inventory Engine
  • Network Designer
  • Extension Kit
  • Provisioning Dashboard

In addition to its features, Ericsson’s Adaptive Inventory provides a 360-degree view of all assets, across networks and services, even if in a constant state of change. Integration is also possible with Anite’s Nemo products due to Ericsson’s licensing efforts.

Ericsson tends to target large high tech communication service providers on a global enterprise scale.

[Customer Name Withheld] – privatized Southeast European CSP

[Customer Name Withheld] – converged Caribbean CSP

[Customer Name Withheld] – Middle Eastern Tier 1 CSP

[Customer Name Withheld] – Central European Incumbent

[Customer Name Withheld] – Canadian Mobile CSP

 

Network Key Vendors

Founded: 1977
HQ: Redwood Shores, CA
Company Type: Public
Website: www.oracle.com
Cloud/On-Premise: Cloud

The Oracle Metasolv Solution (MSS) provides network service providers with an integrated solution that includes ordering, workflow, inventory management, and trouble management capabilities. MSS is part of an integrated service fulfillment solution for B2B and B2C transactions. Oracle’s MSS also provides the following features:

  • Comprehensive Product Catalog
  • Integrated Ordering/Inventory
  • Out-of-the-Box Domain Support
  • Automated Path Analysis
  • Contemporary Architectural Platform

MSS has six key modules consisting of: Work and Data Management, Order Management, Trouble Management, Customer Care, Network Design, and Service Provisioning. MSS also provides a set of APIs enabling custom extensions and integration with other Oracle and third party applications.

Oracle tends to target industry-leading telecommunications companies. On a smaller scale, Oracle also works with mid-sized companies.

CPFL Telecom – telecommunications infrastructure provider

AT&T – telecommunications corporation providing mobile and fixed telephone service and broadband subscription television services

Verizon – broadband and telecommunications company

Sprint – telecommunications holding company that provides wireless services

Nextel – wireless service operator

Founded: 1993
HQ: Waltham, MA
Company Type: Public
Website: www.netcracker.com
Cloud/On-Premise: Cloud

Netcracker specializes in innovative end-to-end Business Support Systems & Operations Support Systems (BSS/OSS) solutions that enable service providers to operationalize next-generation connectivity, maximize the convergence of Network and IT, monetize content, and deliver a compelling customer experience. Founded in 1993, Netcracker became a subsidiary of NEC Corporation in 2008 and acquired the Convergys Information Management Division in 2012.  In February of 2015, Netcracker and NEC launched a new initiative to address the opportunities associated with SDN and NFV for service providers. Their product suite covers:

  • Customer & Partner Management
  • Revenue Management
  • Operations Management
  • Orchestration
  • Big Data Analytics
  • Cloud Platform
  • Virtual Functions, Management & Infrastructure

In addition, they offer a full suite of Managed Services and Professional Services.

Netcracker’s customers span five continents and include service providers, enterprises and government agencies.

Swisscom – Telecommunications provider in Switzerland

Vivacom – Telecommunications provider in Bulgaria

Turkcell – Mobile phone operator in Turkey

Telefonica – Global telecommunications and broadband provider

Bright House Networks – American media company

Founded: 1976
HQ: Stockholm, Sweden
Company Type: Public
Website: www.ericsson.com
Cloud/On-Premise: Cloud

Ericsson Granite, now called Ericsson Adaptive Inventory, is an adaptive inventory system spanning the plan-to-provision and lead-to-service functions of an operations and business support platforms. This comprehensive resource management and provisioning automation solution provides insight across all operational layers and technologies to support an entire operational environment to drive planning, provisioning, and assurance.

Ericsson’s Adaptive Inventory solution provides the following:

  • Unified Inventory Engine
  • Network Designer
  • Extension Kit
  • Provisioning Dashboard

In addition to its features, Ericsson’s Adaptive Inventory provides a 360-degree view of all assets, across networks and services, even if in a constant state of change. Integration is also possible with Anite’s Nemo products due to Ericsson’s licensing efforts.

Ericsson tends to target large high tech communication service providers on a global enterprise scale.

[Customer Name Withheld] – privatized Southeast European CSP

[Customer Name Withheld] – converged Caribbean CSP

[Customer Name Withheld] – Middle Eastern Tier 1 CSP

[Customer Name Withheld] – Central European Incumbent

[Customer Name Withheld] – Canadian Mobile CSP

 
 

FIND OUT HOW WE CAN HELP

If you’re ready to find out how ATG can help transform your company, give us a call at 1-866-805-4284, or click the button below.

CONTACT US  >