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Why Telecom Management is Not Worth Your IT Time

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As an IT leader, do you remember the first time you had that ‘aha’ moment when you realized that you can’t be all things to all stakeholders because of the pesky, immutable Economic Law of limited resources/unlimited opportunity? If you are like other IT leaders, that moment of enlightenment was probably both liberating and frustrating.  The former because it took the pressure off of trying to do too much with limited money, time and talent; the latter because you still knew there were many un-done or un-initiated projects or solutions that could drive your business forward by leveraging technology correctly.

Well the difference between great IT leaders and those locked into spending approximately two thirds of their budgets on operational needs vs. innovation, are those that do something about this Law of Economics vs. simply accepting it.

Another way to approach the challenge is to ask “What is NOT worth the limited resources you have (Time, Money, Talent), but you always assumed it had to be done by your department”?

Telecom.  Even the word implies out-dated and non-strategic, limited ROI, and frustrating. Important, yes. Strategic, no. A wise use of your time, people, and money to manage wireline and mobility? No.

Here are three key reasons Telecom Management should not compete for your valuable time, people, and resources.

Reason #1 Telecom Management is Not Worth Your IT Time: IT is Strategic. Telecom is Tactical

What would you rather have your star IT talent focus on 1) Transformative IT Technology that will grow your business and keep you at the CEO planning table OR 2) Answer help desk calls on why someone's mobile phone is not pulling email.

Sound familiar? How about this long list of tactical, talent-wasting activities that have a huge opportunity cost for your IT achievements:

  • Meeting with numerous Carriers that waste valuable time selling their brand of Kool Aid
  • Reviewing Wireline and Mobile Telecom bills and contracts
  • Evaluating Mobile Device Management  platforms and how to manage them
  • Staying current on the best DR strategies and solutions
  • Escalating trouble tickets with non-responsive Carriers

The list can go on and on….it’s all tactical Telecom Management, and it’s all preventing you from being efficient and innovative.

Reason #2 Telecom Management is Not Worth Your IT Time:  Expertise is Unlikely; Mediocrity is Best Case

It is no secret that Carriers have reduced investment in customer service to the Mid Market Enterprise.  This trend has required companies to either accept the frustration and inefficiency that it produces, or expect their IT staff to pick up the slack. Do you want your best IT talent (or any valuable FTE role) investing their training and educational time on learning the latest mobility rate plans, or how to mitigate risks in a SIP environment, or even what is the lowest cost/most reliable DR solution deployed by peers in your industry?

Will these tasks transform your business or create innovation relative to your competitors? Of course not. Your staff knows this as well, and that is precisely why they don’t gain this expertise; namely, there is not a strong ROI to them or you, hence Mid-market firms are destined to experience mediocre Telecom Management outcomes at best, and very wasteful and potentially damaging outcomes at worst.

Reason #3 Telecom Management is Not Worth Your IT Time: Money

Let’s face it, at the end of the day all business decisions are about a return on investment.  However pouring money into developing the people, processes and tools to manage world-class Telecom outcomes is not a good use of finite resources nor will it produce innovation or business growth from technology that your Executive peers demand.

Conversely, ignoring one of your largest operating expenses within your IT budget will surely mean substantial money will be left on the table. In fact, most industry experts put the financial costs overruns that occur when mid-market firms try to take on Telecom Management internally at 20 to 30% or more in terms of Total Cost of Telecom. Therefore, accepting the status quo will guarantee one thing: waste.  And that means less money for IT, and less focus from your IT staff.

Telecom Management: Conclusion

Firms have always sought to fill this inevitable gap between what your internal talent can effectively do, and what is desired to run wireline and mobility outcomes well. Usually this results in viewing Telecom Management as catalyst driven and thus contracting with third party experts on an as needed basis such as contract renewals, expense management, consulting etc.  However that still leaves most firms with managing multiple parties to produce the outcomes desired.

The solution is to view Telecom as a process and not an event.  This thinking then frees up firms to gain all the benefits of solving the three areas highlighted here. Seeking fully outsourced Telecom Management by partnering with a firm that invests in the people, process, and tools to run world-class Telecom Departments is the only sure path to an efficient IT staff focused on strategic initiatives, world-class service to your end users, and substantial savings that can be better invested in technology vs. Telecom.

Like what you hear? Contact Renodis today to learn how Turnkey Telecom Management helps businesses manage all Telecom outcomes in a holistic and integrated fashion while allowing valuable IT staff to focus on strategic transformation not operational chaos.

March 03, 2013 / Myron Braun
Telecom Guide

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