Telefocal Certified Professional in Managing The Managed Services (TC-MTMS)
Course Overview
The telecom industry has undergone a significant transformation over the past decades, driven by evolving telecom infrastructure, intense competition, and the need for innovative business models. To stay ahead, telecom operators and enterprises must optimize their core business processes while ensuring business growth, ARPU improvement, and sustained competitive edge.
Managed Services and Outsourcing have emerged as strategic solutions, enabling businesses to transfer operational risks to service providers while focusing on high-value activities. However, success in this model depends on effectively managing Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Quality of Service (QoS). This course delves into the critical aspects of business transformation, change management, and risk considerations associated with managed services.
Through real-world case studies of both success and failure stories, participants will explore how organizations navigate transition and transformation projects, leverage methodologies such as Six Sigma, the 5S technique, and business process improvement, and ensure seamless collaboration between clients and Managed Service Providers (MSPs).
By the end of the course, participants will gain a comprehensive understanding of how managed services and outsourcing can drive operational efficiency, improve service delivery, and enable new ways of working in the ever-evolving telecom landscape.
Target Audience
- Network and IT Infrastructure Managers
- Operations and Service Delivery Managers
- Strategy and Business Development Professionals
- CIOs, CTOs, and IT Directors
- Procurement and Vendor Management Teams
- Business Transformation and Change Management Leaders
- Managed Services Account Managers
- Service Operations and Performance Managers
- Solution Architects and Technical Consultants
- Telecom Regulators and Policy Advisors
- Project and Program Managers
Duration & Training Format
- Classroom: 5 days
- LIVE Virtual: 35 hours
- A minimum of 8 or more participants is required for a Classroom session to commence.
- A minimum of 6 or more participants is required for a LIVE Virtual session to commence.
- LIVE Virtual courses can be conducted for 5 hours or 7 hours daily. Please note that the number of training days will be extended if you opt for 5 hours daily.
Upcoming Course Dates
There are no upcoming course dates currently scheduled for this course. If you are keen on attending this course, please register your interest and indicate your preferred training dates via our course enquiry form for us to open a Classroom/LIVE Virtual class schedule for this course.
Course Objectives
At the end of this course, participants will be able to:
- Understand the new business environment in telecom industry
- Appreciate the value of organizational transformation
- Manage and monitor managed servies
- Perform risk management for managed services
- Understand the legal aspects of managed services and methodologies to transition from current state to the new state
- Manage the QoS of the network
- Learn how to achieve KPIs based on the SLA
- Acquire skills to improve business processes via six sigma and other methods
Course Outline
- Telecom Infrastructure and Enabling New ways of Working
- FIxed Network
- Wireless Network
- Data Network
- IT Network
- Evolution of Mobile Generations: 2G/3G/4G/5G
- New Use Cases in 5G: IoT, M2M, Cloud, etc.
- Transition from 3G/4G to 5G
- Telecom Business: Competitive Edge, ARPU, Growth and Core Business Processes
- Tough Market and Competition
- Declining ARPU vs Increasing CAPEX and OPEX
- Network and Business Optimization
- Core vs Supporting Business Processes
- Business Transformation, Change Management and Success & Failure Stories
- Business Transformation
- Organizational Change Management
- Change Management Frameworks: Kotter, McKinsey, ADKAR, Kubler, etc.
- Role of Employee Communications
- Pros and Cons of Various Models
- Definition, History and Evolution
- Common Managed Services
- Advantages and Challenges
- Managed Service Provider
- Outsourcing non-Core Processes
- Examples of IT and Wireless Managed Services
- Other Telecom Managed Services
- HR Managed Services
- Managed Services – Case Study
- MSP – Operator Case Studies
- Strategic Decision Making
- Considerations And Best Practices for Senior Executives And Directors
- Organizational Risk Thresholds
- Responsibility for Security and Operations
- Protecting Critical Assets
- Operational Decision Making
- MSP Risk Considerations Checklist
- Types of SLAs
- SLA Penalties
- Problem Management
- Measuring Performance via KPIs
- Writing an SLA – Step-by-Step Instructions
- Case Studies
- Service Measurement
- Customer-related KPIs: Net Promote Score, Churn Rate, First Contact Resolution Rate
- Delivering Services on-Time and Within Budget: SLA Compliance Rate, MTTR, MTTF, Technician Utilization Rate, Cost Per Ticket, etc.
- Managed Service Levels: Transition-based, Project-based, Service-based, etc.
- Project Management Framework and Standards
- PMBOK Guideline
- Waterfall vs Agile
- Project Initiation
- Project Planning
- Project Execution
- Project Monitoring and Controlling
- Project Closing
- Lean Six Sigma
- DMAIC vs DMADV
- DMAIC Methodology
- DMADV Methodology
- Six Sigma Roles
- Six Sigma Tools and Methods
- Five S Technique
- Five S Program Benefits
- Business Process Flow
- Process Improvement
- Success Stories
- Failure Stories
- Case Studies about Managed Services
- Case Studies about SLAs
- Case Studies and Six Sigma
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