Managed services: Telcos must adapt to the cloud

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The capabilities that underpin telcos’ managed services offer to enterprise customers have shifted to the cloud. If telcos are to stay relevant as providers of managed services, they must understand the changing needs of enterprise customers, including how to partner, go to market and design SLAs.


Format: PDF filePages: 31 pagesAuthor: Yannick Mayaud, Robert HarrisonPublication Date: January 2024

Table of Contents

  • Executive Summary
    • Recommendations
    • Next steps
  • Introduction
    • Cloudification drives a new opportunity in managed services
    • The imperative to adapt: Threat of partners going direct
  • How should telcos partner to provide managed services?
    • Telco’s positioning depends on the nature of the partner
    • Telco as small fish: Orange Business and Telefónica
    • Telco as big fish: AT&T’s SASE platform, Telefónica Tech and Orange Cyberdefense
    • What does a telco bring to the table?
  • Engaging customers with a data-driven sales and marketing force
    • Personas not segments
    • Drivers and triggers of change
    • Provide your customer success team with the relevant tools
  • Adapting SLAs to the move to the cloud
    • Customers want SLAs tied to actual business needs
    • SLAs as flexible as the cloud
  • Conclusion
  • Index

Table of Figures

  • Figure 1: Building on existing strengths to position as a managed services provider
  • Figure 2: Example of drivers and triggers leading to managed service purchases
  • Figure 3: SASE capabilities
  • Figure 4: Deployment mode of SASE components for medium-sized enterprises
  • Figure 5: Top SD-WAN/SASE telco providers by number of deployments, 2015-2023
  • Figure 6: Orange Business revenue, 2018-2022
  • Figure 7: Orange Business’s certifications with hyperscalers
  • Figure 8: How Telefónica increased its cloud competencies through acquisitions
  • Figure 9: Marketing material for AT&T’s SASE service with Palo Alto Networks
  • Figure 10: Networking and cybersecurity pain points/update triggers for medium-sized enterprises (% respondents)
  • Figure 11: Building on existing strengths to solidify the telco’s position
  • Figure 12: Example drivers and triggers leading to managed service purchases
  • Figure 13: HP’s disaggregated anti-virus signature SLA


Technologies and industry terms referenced include: AT&T, cloudification, Cybersecurity, enterprise, enterprise managed services, Hyperscalers, IT team, Managed Services, Orange, SASE, SD-WAN, Segmentation, SLA, SLAs, Telefonica