Innovation in Managed Services Delivery Operations

Overview: What You Did

Provide an overview of you solution at a high level. Details might include, among others:

• Business/company challenges that led to the development of this delivery innovation
• Customer challenges that led to the development of this delivery innovation
• Description of internal challenges developing and launching this delivery innovation (e.g., offer, sales, channel conflict, product, delivery, finance, organizational, marketing)
• Incentives for employees to encourage and reward desired business behaviors
• The role of technology in the development of the innovation
• The role of process excellence in the development of the innovation
• The role of individuals’ excellence in the development of the innovation
• How you overcame challenges and/or roadblocks
• Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How This Innovation Has Helped Your Company

Describe how this innovation in managed services delivery operations has impacted business outcomes for your company. Provide supporting metrics*, such as:

• New revenue growth
• Bookings growth
• Base revenue growth
• Adoption of underlying technology
• Improvement in contract closure rate
• Improvement in profitability
• Channel enablement
• New partnerships
• Measures of employee performance (productivity, satisfaction, headcount addition, turnover, etc.)

Customer Impact: How This Innovation Has Helped Your Customers

Describe how this innovation in managed services delivery operations has positively impacted your customers. Provide supporting evidence*, such as:

• Customer satisfaction scores/NPS
• Metrics related to consumption of products/services
• Impact on your customers’ businesses and/or on their customers (e.g., improved ability to respond to their customers’ requests, enhanced operational efficiency, inventory reductions, etc.)
• Customer testimonials
• Reduction in customer incidents and/or outages
• Improvements in return on investment of new technology
• Improvements in total cost of ownership and/or operation of technology

Judging Criteria

Your application will be judged on the following criteria:

• The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
• Business Impact: How has this helped your company?
• Customer Impact: How has this helped your customers?
• The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
• The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?