Gartner Research

CSPs: Use These Four Insights When Buying Billing and Customer Management Solutions

Published: 24 March 2017

ID: G00320898

Analyst(s): Jouni Forsman , Amresh Nandan , Norbert Scholz


Communications service provider technology business unit leaders are at risk of recreating complexity as they transform their billing and customer management solutions for cloud and Internet of Things. This note helps optimize procurement strategies related to modernizing networks and IT operations.

Table Of Contents
  • Impacts


  • Key IRCM Vendor Selection Trends

Impacts and Recommendations

  • The increasing maturity of IRCM components leads CSPs to gradually move toward installing solution suites by the same vendor
    • Functionality Pairs Sourced From the Same Vendor
  • CSPs' efforts to future-proof IRCM solutions by focusing on technology neglects a proper evaluation of governance and project management
  • CSPs rely on SI capabilities of software vendors for technology and solution replacement, but overlook business process re-engineering
  • CSPs' efforts to expand into new lines of business like cloud and IoT reduces the use of IRCM solutions across business units, recreating back-office complexity


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