Australia’s IT outsourcing services market is expected to grow from A$7.6 billion in 2012 to A$9.3 billion in 2017, according to IDC. Part of this growth will include organisations leveraging a range of different suppliers to manage their IT environment to take advantage of services maturity and cost efficiencies. Yet, managing these suppliers is a big job for the average organisation, one that involves overseeing multiple billing configurations, SLAs and reporting metrics. One way to get better oversight across a range of varied suppliers is through using a service aggregation provider. This service provides a single contact for managing suppliers and an aggregated view of performance so you have more time to focus on your core business.
Service aggregation cuts the pain of managing a range of providers by delivering operational coordination, integration and assurance of service levels end-to-end. Organisations get a single point of contact for managing all suppliers throughout the service lifecycle to optimise performance. This includes procuring, maintaining and evaluating supplier contracts.
A service aggregation setup usually includes two components. The first is a unified services management team that provides oversight and drives maturity of service management processes. The second is the service desk, which works with the process owners and resolver groups to address areas of poor performance as well as manage continual service improvement. This combined team can manage services around incident management, problem management, change management, configuration management and capacity management to name a few areas. This service management occurs regardless of whether your business has one provider supplying desktop services while another provides network services.
Better performance tracking
With the information provided from the service desk on how your services are operating, in addition to information such as capacity plans, service aggregation offers your organisation an overall view of performance reporting across all suppliers. Defined processes are enacted so service delivery is documented and continually reviewed to ensure it matches performance outcomes. This performance tracking approach allows for day-to-day monitoring instead of monthly reporting so your business can make swift decisions to improve outcomes.
More time to focus on core business
Service aggregation helps define clear roles and responsibilities for all of your providers and establishes a framework by which the group can operate. It also helps pinpoint any gaps or issues between the service delivery of third-party providers and your own business. Instead of trying to manage a group of disparate suppliers, your organisation frees up internal staff time to focus on the core business and its strategic endeavours. The outcome is better performance for your business and a better working relationship across suppliers.