Gartner Research

CSPs Continue to Grapple With Their Choice of IRCM Products and Vendors

Published: 11 March 2015

ID: G00273829

Analyst(s): Kamlesh Bhatia, Norbert Scholz, Jouni Forsman

Summary

Effective integrated revenue and customer management remains a concern for many communications service providers. This report highlights common issues that CSP IT sourcing managers must take on board to create an effective IRCM sourcing strategy.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • CSPs continue to source IRCM capabilities for tomorrow, but use outmoded selection criteria, which leads to mismatched expectations and wasteful outcomes
    • CSP IT Sourcing Managers Must Adjust Their Expectations
  • CSPs should be wary of mismatched expectations around new IRCM capabilities, such as analytics and reporting, policy management and customer self-care, which can account for a higher level of dissatisfaction among customers
  • CSPs seek a combination of existing and alternative IT vendors to renovate the core IRCM and exploit new market opportunities, necessitating a bimodal approach to IT sourcing and governance
  • Appendix

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