Why Read This
Exactly one year ago, Forrester outlined its vision for how a new service delivery paradigm, referred to as Converged Service Delivery (CSD), would start to enable the converged end-to-end service management globally across the formerly distinct layers of IT and telecom infrastructures. Now, twelve months later, the CSD market shows good momentum and growth, with clients actively articulating their business needs and services requirements. However, many service provider offerings continue to fall short of the CSD promise as they fail to provide the end-to-end management of combined telecom services and IT services under a single service-level agreement (SLA). Provider strategists need to evolve their sales and delivery strategies in order to make this emerging market space a lasting success story.