The 3Ps of Managed Network Services

Strategic Networks Group
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Choosing a Managed Network Services Provider
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WP091026 10/09

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Essential Evaluation Criteria for Managed Network Services
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WP091026 10/09

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WP091026 10/09

Partners
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Processes
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E*'),F*E F*G*F2 0@ ,=@0(7)',0= Q24-C )2 E*=0',=+ 'C* E)'*2 )=E 2')'42 0@ *)-C 7,F*2'0=* ,=
*)-C ,=2')FF)',0=RB

Preparing to Issue RFIs and RFPs
NC*=*G*( 842,=*22*2 -0='*75F)'* 7)1,=+ 2,+=,@,-)=' -C)=+*2 '0 'C*,( 05*()',0=2; 24-C )2
70G,=+ '0 ) 7)=)+*E 2*(G,-*2 *=G,(0=7*='; )F'C04+C ,' 7,+C' 2**7 -04='*(,='4,',G*; ,' ,2 0@'*=
702' *@@,-,*=' '0 8(*)1 'C* 2455F,*( *G)F4)',0= 5(0-*22 ,='0 '/0 E,2',=-' 5C)2*2J

9B V*G*F05 )=E ,224* ) b*4*2' @0( <=@0(7)',0= Qb]<R; /C,-C -4FF2 2455F,*(2 'C)' 7**'
,750(')=' @,(2'60(E*( -(,'*(,) QS0('@0F,06S)('=*(6S(0-*22R @(07 'C02* /C,-C don’t. OF20 7)1*
24(* 'C*(* ,2 ) +00E -4F'4()F @,' 8*'/**= 'C* 5(025*-',G* 5)('=*(2C,5 )=E D04( -075)=DB
X)=D 7,E62,L*E -075)=,*2 -075F),= 'C)' G*(D F)(+* <H )=E =*'/0(1 2455F,*(2 ,+=0(* 'C*,(
=**E2 0=-* ) -0='()-' C)2 8**= 2,+=*E; 0( '(D '0 @0(-*6@,' 'C*7 ,='0 0@@*(2 'C)' )(* 7*)='
@0( F)(+*( 842,=*22 42*(2B There’s&no&point&in&getting&serious&about&a&supplier&that&doesn’t&
'(*)' D04( -075)=D /,'C 'C* ',7* )=E (*25*-' ,' E*2*(G*2B

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#$$% &'()'*+,- .*'/0(12 3(045 6 e 6 &*5'*78*( 9:; #$$%
WP091026 10/09

#B A2* )= b]S '0 *G)F4)'* )=E 4F',7)'*FD 2*F*-' 'C* 8*2' 0@ 'C* 2455F,*(2 /C0 24--*22@4FFD
7)E* ,' 'C(04+C 'C* b]< 5(0-*22 0= 2*-0=E60(E*( -(,'*(,)B &4-C -(,'*(,) 7)D ,=-F4E*J
<75F*7*=')',0= )=E 7,+()',0= 5F)=2 '0 'C* =*/ 5(0G,E*(; 7,+()',0= 5F)=2 )=E 24550(' 0@@
'C* =*/ 5(0G,E*( ,= 'C* *G*=' 0@ )= 4=24,')8F* 7)'-C;  *=+)+*7*=' 2')@@,=+ 50F,-,*2;
-42'07*( 24550('; (*50(',=+ (*4,(*7*='2; E,2502)F 0@ *M,2',=+ =*'/0(16(*F)'*E )22*'2;
5(,-*; )=E 5)(',-4F)( <H625*-,@,- -0=-*(=2; 24-C )2 'C* @4=-',0=)F,'D 'C* ,='*(@)-*2 8*'/**=
=*'/0(1 (*204(-*2 )=E -0=')-' -*='*([IbX @4=-',0=)F,'DB

I075)=,*2 /C,-C )(* -0=2,E*(,=+ 42,=+ b]<2 )=E b]S2 '0 2*F*-' 'C* 8*2' 7)=)+*E 2*(G,-*2
20F4',0= -F*)(FD 742' E0 ) +(*)' E*)F 0@ C07*/0(1B O' 8)(* 7,=,747; 'C,2 2C04FE ,=-F4E*J

9B <E*=',@,-)',0= 0@ 'C* 2-05* 0@ =*)( '*(7 ,=@()2'(4-'4(* )=E 5(0-*22*2 '0 8* 2455F,*E 8D )
5(025*-',G* 'C,(E 5)('D; )=E -0=2,E*( )=-,FF)(D @4=-',0=)F,'D )=E 'C* F0=+*( '*(7; 2'()'*+,-
()7,@,-)',0=2 0@ 70G,=+ ,= 'C,2 E,(*-',0=B

#B O -075F*'* ,=G*='0(D 0@ )55F,-)8F* C)(E/)(*; 20@'/)(* )=E -)((,*( 2*(G,-*2B

>B O= *78()-* 0@ -*='()F,L)',0=B <@ D04( -075)=D F)-12 -*='()F,L*E =*'/0(1 5F)==,=+; 204(-,=+
)=E 0=+0,=+ 5(0-*22 7)=)+*7*='; ,' /,FF 702' -*('),=FD C)G* )FF 0@ 'C*2* ,@ ,' 70G*2 '0 42,=+
7)=)+*E =*'/0(1 2*(G,-*2B I075)=,*2 'C)' )F(*)ED C)G* -*='()F,L*E )FF 0@ 'C*2* 5(0-*22*2
/,FF @)-* -0=2,E*()8FD F*22 -4F'4(* 2C0-1 'C)= 'C02* /C,-C C)G*=’t. <= @)-'; 80'C -*='()F,L*E
5F)==,=+ )=E 204(-,=+ )(* *22*=',)F '0 'C* *G)F4)',0=; =*+0',)',0=2; ,75F*7*=')',0= )=E
0=+0,=+ 7)=)+*E 2*(G,-*2 F,@* -D-F* 7)=)+*7*=' 5(0-*22*2B I075)=,*2 'C)' F)-1 'C*2* '/0
5(*(*4,2,'*2 =0/ 1=0/ *M)-'FD /C*(* 'C*D 2C04FE 8*+,=B

Summary
I075)=,*2 /C,-C )(* ,='*(*2'*E ,= 42,=+ =*'/0(16(*F)'*E 7)=)+*E 2*(G,-*2 'C*0(*',-)FFD @)-* )
/,E* G)(,*'D 0@ )F'*(=)',G* 2455F,*(2 )=E 20F4',0=2B W4' ,= 5()-',-*; 'C* *-0=07,-2 )=E
-075F*M,'D 0@ 7)=)+*E 2*(G,-*2 /0(12 '0 *=-04()+* 7,E62,L*E -075)=,*2 '0 =)((0/ 'C*,(
2*)(-C '0 2455F,*(2 'C)' 7)((D 'C*,( E**5 =*'/0(1 *M5*(',2* /,'C 'C02* 0@ 0=* 0( 70(* 1*D
5)('=*(2 '0 5(0G,E* ) 2'(0=+; ,='*+()'*E 5(0E4-' 50('@0F,0 24550('*E 8D 2')=E)(E 05*()',0=)F
5(0-*22*2 )=E 2D2'*72 'C(04+C04' 'C* *=',(* F,@*-D-F*B

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#$$% &'()'*+,- .*'/0(12 3(045 6 : 6 &*5'*78*( 9:; #$$%
WP091026 10/09

About Strategic Networks Group
:>## X)=)'** OG*=4* N*8; &4,'* 9%9
W()E*='0=; ]F0(,E) >_#$%6>__9
Y@@,-*J Q%_9R c>%6ee:$
666>'tr,t#2i916>9o?

O2 842,=*22*2 8*-07* ,=-(*)2,=+FD (*F,)=' 0= '*F*-0774=,-)',0=2 )=E <H 2*(G,-*2; &'()'*+,-
.*'/0(12 3(045 /0(12 -F02*FD /,'C 842,=*22 -42'07*(2 '0 05',7,L* F)=EF,=* )=E /,(*F*22
'*F*-07 F,@*-D-F* )-',G,',*2; ,=-F4E,=+ )(-C,'*-'4(*; 204(-,=+; =*+0',)',0=2; )=E 5*(@0(7)=-*
7)=)+*7*='B HC* -075)=D )F20 2*(G*2 )2 )= )EG,20( '0 '*F*-07 )=E <H 2*(G,-* 5(0G,E*(2;
5(0G,E,=+ 'C*7 /,'C 4=,4* ,=2,+C'2 +),=*E @(07 /0(1,=+ /,'C 842,=*22 -42'07*(2 0= ) E),FD
8)2,2 @0( 70(* 'C)= 9c D*)(2B

About Lisa Pierce
-<i#r9#@'tr,t#2i916>9o?

T,2) S,*(-* ,2 'C* @04=E*( 0@ &'()'*+,- .*'/0(12 3(045B &C* ,2 )= *M5*(' 0= *7*(+,=+ 842,=*22
=*'/0(1 -F)22 2*(G,-*2; ,=-F4E,=+ AI[aY<S; XST&; K'C*(=*'; )=E _3B O @(*4*=' 25*)1*( )=E
7*E,) -077*=')'0(; 2C* C)2 )4'C0(*E )=E 548F,2C*E 70(* 'C)= g$$ (*50('2B U*( 5(0@*22,0=)F
8)-1+(04=E ,=-F4E*2 9$ D*)(2 )2 a,-* S(*2,E*=' 0@ H*F*-0774=,-)',0=2 b*2*)(-C )' ]0((*2'*(
b*2*)(-C; @04( D*)(2 ,= '*F*-0774=,-)',0=2 5(0'0-0F -0=24F',=+ )=E '(),=,=+ )'
H*F*-0774=,-)',0=2 b*2*)(-C O220-,)'*2; )=E =,=* D*)(2 )' OH^H ,= =*/ 842,=*22 2*(G,-*2
5(0E4-' E*G*F057*='; 7)=)+*7*='; (*2*)(-C )=E @0(*-)2',=+B

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#$$% &'()'*+,- .*'/0(12 3(045 6 g 6 &*5'*78*( 9:; #$$%
WP091026 10/09

Notes, Links and Bibliography
End Notes

,
Source:&Uavis,&Jessica.&“Recession&Boosts&Managed&Services&Sales”,&T<e(C<annel(Insider; O4+42' 9#; #$$%B

,,
Currently,&outsourcers&like&those&named&typically&consider&Wsmall”&multi6D*)( 04'204(-,=+ -0='()-'2 ,= /C,-C 'C*D
E,(*-'FD -0='()-' /,'C )=E ,='*(@)-* '0 'C* 842,=*22 -42'07*( '0 8* /0('C ) 7,=,747 -0='()-' G)F4* 0@ at(least h>$
7,FF,0=B

,,,
H0 5(0G,E* 'C* (*)E*( /,'C 207* 5*(25*-',G*; )--0(E,=+ '0 'C* #$$% *E,',0= 0@ 'C* ]0('4=* 9$$$ T,2'; ,= ]i #$$g
=478*( c$$; T*++ X)20=; (*50('*E +(022 (*G*=4*2 0@ h_Be 8,FF,0= )=E =478*( 9$$$; I)(**( KE4-)',0=; (*50('*E
+(022 (*G*=4*2 0@ h9B: 8,FF,0=B

,G
KG*= ,= 'C* -4((*='FD E,27)F *-0=07,- -F,7)'*; 207* =*'/0(16(*F)'*E P082 )(* ,= 24-C E*7)=E 'C)' 2)F)(,*2 )(*
increasing.&According&to&Bluewolf’s&IT&Salary&G4,E* #$$%; 'C* 2')(',=+ 2)F)(D @0( =*'/0(1 7)=)+*(2 (02* 8D 9_?
@(07 #$$g '0 #$$% ,= 'C* .*/ i0(16.*/ f*(2*D6I0==*-',-4' (*+,0=B HC,2 7)1*2 ,' *G*= 70(* E,@@,-4F' @0( 7,E62,L*E
-075)=,*2 '0 @,=E and(retain 'C* *M5*(',2* (*4,(*E '0 45E)'* )=E 7),='),= 'C*,( =*'/0(12B &** ///B8F4*/0F@B-07
@0( 70(* ,=@0(7)',0=B

G
In&this&context,&the&term&“managed&service”&is&broadly&applied&to&a&spectrum&of&service&arrangements&in&which&the&
5(0G,E*( )2247*2 ,750(')=' E*2,+=; ,75F*7*=')',0= )=E 0=+0,=+ 70=,'0(,=+; 5*(@0(7)=-* )=E -C)=+*
7)=)+*7*=' @4=-',0=2B

G,
<= #$$g; OH^H )=E <WX )==04=-*E ) 5)('=*(2C,5 '0 24550(' F)(+* 74F',=)',0=)F -42'07*(2 ,= /C,-C OH^H ,2
5(,7)(,FD (*250=2,8F* @0( E*2,+=,=+; ,75F*7*=',=+ )=E 7)=)+,=+ =*'/0(16(*F)'*E 2*(G,-*2 )=E )22*'2; )=E <WX
3F08)F &*(G,-*2 5(,7)(,FD *=+)+*2 'C* -42'07*( )(04=E 842,=*22 5(0-*22 '()=2@0(7)',0= 0550('4=,',*2B ],(2'
)==04=-*E ,= #$$_; 'C* WH6HP&alliance&focuses&on&serving&large&global&customers’&integrated&network6<H
)55F,-)',0=; )22*' )=E )22*' 7)=)+*7*=' (*4,(*7*='2B

G,,
<= )EE,',0= '0 aOb2 )=E 7)P0( <TKI2; 27)FF*( TKI2; 24-C )2 K78)(; C,2'0(,-)FFD )F20 C)E 2482')=',)F 2')=E6)F0=*
ISK 842,=*22*2B <= 'C* -)2* 0@ K78)( T0+,2',-2; 'C,2 5)(' 0@ ,'2 05*()',0=2 /)2 )-4,(*E 8D jS3 T0+,2',-2 0= X)(-C
9#; #$$%B Y= f4FD 9; #$$% I*='4(DH*F -075F*'*E ,'2 )-4,2,',0= 0@ 'C* TKI6(*F)'*E E,G,2,0=2 0@ K78)(B

G,,,
Sold&through&key&partners,&IBM’s&ExpressZ&Remote&Managed&Infrastructure&Services&(ERMIS)&provides&
5*(@0(7)=-* 70=,'0(,=+ )=E 7)=)+*7*=' 5(0-*22*2 )=E 2*(G,-*2 @0( 1*D <H )22*'2; 24-C )2 =*'/0(1 ,=@()2'(4-'4(*;
A=,@,*E I0774=,-)',0=2; 2*(G*(2; )55F,-)',0=2 )=E )55F,-)',0=2 ,=@()2'(4-'4(*B HC* <WX6d/*2' )+(**7*=' /)2
)==04=-*E 0= f4=* 9g; #$$%B

,M k
a*(,L0= W42,=*22 4=G*,F*E ,'2 &))&6based&Asset&Assurance&Service&that&uses&CA’s&Spectrum <=@()2'(4-'4(*
X)=)+*( 0= X)D #$; #$$%B

"
#$$% &'()'*+,- .*'/0(12 3(045 6 % 6 &*5'*78*( 9:; #$$%
WP091026 10/09

The 3Ps of Managed Network Services

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