The recent AOTMP/Ecova whitepaper “Telecom Management: Illustrating Business Value to the C-Suite” is a must read, as it provides an excellent illustration of how a solid Telecom Lifecycle Management (TLM) program can solve challenges faced by C-Level executives, improve the end user experience, and play a significant role in achieving overall corporate goals.
Corporate goals and big picture strategies must be developed at the C-Level to properly align with organizational goals, and a unified vision must be thoroughly communicated throughout the organization if these goals are to be achieved. Conversely, tactical execution of these strategies must occur at various levels where deep domain and operational expertise resides.
The intent of this two-part blog series is to identify the key roles required to implement a best-in-class TLM program and to discuss some of the challenges and operational concerns that are uniquely wireline or mobile. Given that the whitepaper addresses how to achieve buy-in at the executive level, I will discuss how to do the same with the end user community, accounts payable, and information technology professionals.
At the risk of over-simplification, end users have two basic desires from a technology―to have access to tools that will make their jobs easier and not to have to think about the underlying technology. The tools need to allow them to access what they want, when they want, and from where they want as quickly and simply as possible, and with little or no need for training. When it comes to mobile devices, end users want the following:
- Access to both company and personal data from a single device
- Full integration with their office phone system so they are no longer tethered to their desks
- The ability to choose their own phone and tablet devices
- Help Desk support when questions or problems arise or if a replacement devices needed
While some of the above mentioned desires may conflict with corporate IT strategies, the second need aligns completely with IT, since most end users only think about technology when it prevents them from doing their job.
Part two of this blog series will address the key needs of accounts payable and IT professionals in order to get buy-in for a TLM program.