I recently attended the Amdocs annual analyst relations event in Tel Aviv. Amdocs intends to live up to its paradigm “embrace challenge, experience success” by anticipating challenges and offering solutions to its client base. Some of these initiatives include:
Amdocs achieved progress on its mission to enable communication service providers moving up the chain. Amdocs is probably the most outspoken vendor in its loyalty to carriers. This is a strong pitch to retain the trusted advisor status in the domains of customer care and billing services — i.e., domains which operators regard as their core competence. Such trust is vital for the ambition to go deeper into joined go-to-market and transaction-based revenue share models. But the journey towards using business-outcome-based SLAs to reflect the rising influence of business leaders has just begun.
Amdocs is committing to improve customer experience. The vendor invests in its operations and solution capabilities to keep the portfolio aligned with the evolving needs of the carriers. Upgrades include the regional state of the art operations center for European carriers in Galilee and progress on packaging its tools as full B2B2C solutions. Additional enhancements come with the $120 million acquisition of Actix, allowing service providers to use geo location-based services.
As European IT departments increasingly grapple with rolling out mobile workplace services beyond classic device protection, the debate is turning to technology ROI calculations to justify investments. But the purpose of developing such a business case is highly questionable if it is not put into wider strategic context. Take bring-your-own-device (BYOD) as an example. Can you really measure hardware savings through self-provisioning against extra efforts in setting up and communicating a policy, monitoring behavior, implementing additional security measures, and the lack of business continuity support for devices not administered by IT? Even if you could stack up these positions, is it meaningful for your organization going forward?
On the other hand, the prospect of soft business gains is not enough to warrant investment in mobile technology. As highlighted in our recent report, The Expectation Gap Increases Between Business And IT Leaders, business leaders buy into value generated via mobile deployments and integration with social media. But they have less comprehension of the supporting infrastructure upgrades needed in terms of technology innovation or higher bandwidth requirements.
A mobile strategy must be top on the agenda for both IT and business leaders
What is really missing is a comprehensive and conscious deployment strategy linking the technology business case to strategic business objectives. European IT leaders are painfully aware of this and have such a mobile enterprise strategy firmly on their agenda:
Figure 1: How Important Are The Following Organizational Initiatives During The Next 12 Months?