GB1370 Metrics for Service Centric Operations v1.1.0

Service-centric operations are increasingly considered crucial in today’s tightening economic climate, particularly within the professional services industry, where the professional relationship often constitutes the service being delivered through a partnership model. For an asset-centric business like the Communication Service Provider (CSP) business which, by the very nature of success, needs to prioritize service in order to thrive and grow. 

From monitoring daily service operations by measuring the right metrics is vital, to aligning with specific strategies designed to achieve the Communication Service Provider overall goals, growth plays a role in understanding how services contribute to overall growth and therefore are a critical indicator of performance. Therefore, vectors like operational efficiency and quality, which must be driven by clear metrics, are key for CSPs to remain competitive. Modernizing performance management reporting methods, which harness and transform the complex data from networks and customer behavior, using intelligence tools, into tangible metrics, can support actionable decision-making. In this guidebook, we define service-centric operations and underpinned metrics in order to effectively measure and enhance performance in today’s customer-focused business environment for resounding autonomous operations. Unlike traditional operations that rely heavily on internal efficiency metrics, service-centric operations prioritizes customer experience and satisfaction. This paradigm shift requires adopting Customer Performance Indicators (CPIs) and other service-specific metrics that provide deeper insights into how services are perceived and valued by customers.