My intent behind penning this blog post is to help Product Support service providers understand the key success factors at each phase while implementing managed Product Support services. This could be of great help to service design specialists and senior operations management executives who are exploring the idea of implementing managed product support services in their organizations and are willing to carve their presence as a ‘Successful Managed Product Support Service Provider.’
The key attributes for making a successful SERVICE STRATEGY are:
The key attributes for making a successful SERVICE DESIGN are:
The key attributes for making a successful SERVICE TRANSITION are:
The key attributes for making a successful SERVICE OPERATION are:
The key attributes for making successful CONTINUAL SERVICE IMPROVEMENTS are:
In recent years managed product support services in the IT sector have often been applied to commercial service management engagements and when all key attributes covered in this article are kept in mind, then the entire activity will lead to fruitful outcomes for all stakeholders involved. Managed product service organizations that fail to adopt these key attributes may find themselves being disqualified from lucrative business opportunities. They will also become incompatible with other managed product support service providers who deliver to the same customer and end up failing to capitalize on the delivery efficiencies of the aforementioned approach of managed product support services.
Managed product support service providers who have previously acquired businesses by using ‘Managed Services’ as a marketing tool are now being exposed by better educated buyers who are demanding true evidence of robust service management disciplines and showing a willingness to reward those providers based on shared business success. The wealth of knowledge pointers and key success attributes for managed product support services covered in this article and other public domain sources may ensure a rewarding path to opportunity and managed product support service success.