BT Global Services: Enterprise Strategy Review 201007 Oct 2010 • by Natalie Aster
LONDON – MarketPublishers Ltd announces that new report “BT Global Services: Enterprise Strategy Review 2010” elaborated by Ovum is available in its catalogue.
This market research study is an insightful source on performance data of BT Global Services. It deepens into the discussion of BTGS strategic activities highlighting its market position and competitive capacities, products and services on offer, the overall service portfolio and company’s commercial performance. Professional strategic evaluation is provided as a bottom-line summarising chapter.
Title: BT Global Services: Enterprise Strategy Review 2010
Published: August, 2010
Report Sample Abstract on BTGS Service Delivery
For the processes supporting most of its largest contracts, BTGS has applied ITIL standards, which can be underpinned by BT’s assured service in the application space. BT Group is also adopting an ITILv3 approach across the organization. The operator has more 1,300 ITIL-accredited people in BTGS, and another 4,000 that have completed ITIL training, including 80% of service managers.
However, we don’t have proof that BTGS account teams are fully embracing ITIL or a BTGS service standard universally as yet. Too often the service can be seen as unexceptional, particularly when compared with providers such as Orange Business Services and T-Systems who have made further progress in standardizing their customer engagement approach. That said, BTGS has offered some of the most innovative commercial deals in the market, and its tailored service proposition in particular lifts it above its peers.
One of the touted benefits of the restructuring is a single global service model moving to regional operational hubs, enabling delivery of improved customer experience and “right first time”, and providing a single point of contact for customers. We need to see evidence of this in operation over the next 12 months.
Global Service Management is available to customers needing a more tailored approach to their service requirements. This enables the customer to concentrate on their core business activities while a dedicated person within BTGS focuses on the specific customer’s service needs. BTGS has a global team of service managers that work on accounts where customers have opted for a managed service.
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