Welcome to the Harmony Catalyst
Now in Phase 4 and extending to include Customer Experience Management
The challenge we have set ourselves is to help the Service Provider, working with the vendors, integrators and ISVs, to achieve business objects through the maze, sometimes a minefield of functions and imperatives.
Some are well known:
- capital investment,
- growth,
- service delivery,
- operational efficiency.
Other, such as these, are becoming apparent as we get a better understanding of how customers behave and what is required to manage the next generation services:
- brand image,
- the customer experience beyond the service,
- end-to-end service quality management,
- business-to-business interdependency.
How are these related, where do they come from and what value do they deliver? Here is an idea of the kind of analysis we are considering in the Catalyst. Each box is a business function, or imperative and the links are to an enabling capability. Of course there are many enablers at each step, but here we illustrate two specific chains of reasoning.
Stepping back we see more of the maze and of course there are plenty of other factors to be taken into account.
In the Harmony Catalyst, we go into the detail of some of the critical tools and techniques that enable the Service Provider to extract real value from next generation, applications-based services. This means using specialist applications to manage customer experience and translate service quality into resource settings and readings.
Value can only be really achieved if the processes are integrated. We describe the full lifecycle that needs to be managed across all of the Service Provider business and we talk about how management integration can be achieved in the OSS, in the same way that it is already achieved in the network. This truly is a business critical requirement, because today, services are delivered as much by the software, as by the vendor hardware.
The Harmony Catalyst helps provide a map through the many imperatives in your business.
It addresses three major themes:
- Full Service Provider Value Management – delivering services that are valued by you and your customer
- Full Customer Experience Value Management – on attracting valuable customers and then keeping them!
- Standards Harmonization – tools that unlock the value of innovation and enable low risk, low cost integrations between:
- you and your customers,
- you and your partners,
- you and your business units.
These are the 3 themes of Harmony4: talk to us at Forumville, Management World Nice
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