Telecommunications and mobility (T&M) technologies will play a critical role in the success of geographically distributed companies during the next ten years. Business professionals need their IT organizations to keep pace with their requirements related to globalization, virtualization, and bring-your-own technology. At the same time, the demand for unified communications (UC), collaboration (including room-based telepresence and desktop and video), and mobility is exploding (both in and out of the office). These business technology trends create a vortex of new challenges for business technology/IT sourcing and vendor management (SVM) professionals, who will need new skills to keep pace with everything from crafting technical and service-level specifications in RFPs covering multiple services to negotiating and governing complex service contracts to managing overlapping and interrelated vendor relationships.
Forrester’s Telecommunications and Mobility Sourcing Playbook provides insights about the "art" and the "science" of T&M sourcing in the rapidly changing technology environment. It explores the interplay of trends in technology adoption and management and also provides tactical advice for SVM pros regarding how-to build and review/revise your corporate sourcing strategy regarding advanced communications applications such as unified communications and collaboration, including accessibility using corporate-liable and personal (BYOD) connected mobile devices, selecting vendors and service providers, and achieving continuous improvement beyond cost savings.
Customers Have A Range Of Strong Options In This Mature Service Category
In Forrester's latest deep-dive Forrester Wave™ evaluation of facilities-based managed global MPLS service providers, we identified and qualified 11 major international network operators that offer fully managed on-net MPLS wide-area networking services to multinational user companies. Our report details our evaluation of AT&T, BT Global Services, Cable & Wireless Worldwide, Level 3 Communications, NTT Communications, Orange Business Services, Sprint, T-Systems, Tata Communications, Telefónica, and Verizon. The aim of our evaluation is to help enterprise telecom sourcing and vendor management (SVM) professionals select the right supplier(s) for provider-managed multiregional/global MPLS VPN services. In this very mature service category, barriers to entry are low; as a result, key differentiators are increasingly limited but they emphasize delivery scale, flexibility, and overseas local “badged” technical and administrative support capabilities. Each provider has particular strengths, which bodes well for distributed enterprises seeking new choices for both primary and backup third-party managed WAN services.
The key differentiators we identified are global delivery scale of on-net, facilities based MPLS service including provider managed customer edge routers; flexibility of their network, services, and pricing; and technical and technical and commercial support capabilities.
We thoroughly researched, analyzed, and scored them across 55 high-level evaluation criteria related to their current offer, strategy, and market presence: