Research Report
The Role of Service Portfolio Management and Offering Design
Overview
Challenges
Service Portfolio Management represents a crucial step toward enhancing customer success through effective service offerings. This report outlines best practices for this motion, outlining how businesses can integrate various services to drive adoption, reduce churn, and establish new revenue streams.
Summary
This report explores how service portfolio management is evolving to support stronger services portfolio and offering design across technology services organizations. It highlights the need to integrate service offers across functions to improve customer outcomes, drive adoption, reduce churn, and create new revenue opportunities through a more converged portfolio.
Included in the full report
Emerging Service Portfolio Management Role:
The function has transitioned from multiple service line management to a unified team approach responsible for holistic service development.
Focus on Customer Outcomes:
The aim is to align services with customer goals, ensuring clients derive maximum value from their technology investments.
Convergence of Service Offers:
Companies are leveraging cross-functional collaboration to define integrated service offerings that enhance the customer experience.
Building a Value Proposition:
Introducing operational, adoption, and information services creates compelling support offers that meet customer needs.
Strategic Collaboration Imperative:
Involving diverse stakeholders, including product management and delivery teams, is crucial for successful service portfolio convergence.
Publication date:
May 28, 2020
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