IT Services billing

1
IT Services billing

• The challenge

2
IT Services billing

• The challenge
• From the service provider viewpoint
• Management of services with increasing
  requirements for flexibility in contracts
• Customers want customised offers and solutions
• The more customised a service offer is, less
  standardized controls are possible
• How to make money from it?

3
IT Services billing

• The challenge
• From the customer viewpoint
• Hard to keep track of services really being
  delivered, as well quality and effectiveness of
  services
• What is/Is it fair what Im paying for?
• Cant have surprises about how much to pay
• Can really trust in the service provider?

4
IT Services billing

• A hypothetical scenario
• Not simple, but not the more complex (yes, there
  are more complex scenarios)
• Several rules to be handled
• Suppose the
• following contract
• How to turn it into

5
Contract
Technician 1
Ticket 149
Local Service-desk
2
Activity Phone support. 3hs
Activity Phone support. 3hs
3
Technician 2
Ticket 123
Local Site A
1
Warning 5 hours allowance Reached 1 addtl hr
charged
Activity On-site repair. 3hs
Billing DB
Warning to customer
Activity Preventive maint. 2hs
5
Technician 3
Ticket 232
Local Site B / Night shift
4
Activity On-site repair. 3hs
6
What-ifs
7
Warning to customer
The customer What if the 525.00 invoice is out
of budget?
Maybe caused by unexpected incidents..
Service manager can transfer debts to next term,
like in a credit card balance It is affordable
now
This item is to be charged in next invoice
8
The customer What if the customer does not agree
to pay for all activities?
Maybe unsatisfactory service or other reason..
Service manager can cancel activities to be
debited or give the customer a currency credit to
next term This can be handled before the actual
invoice is generated. Customer can approve the
balance before billing takes place
9
How to avoid things going wrong in IT services
billing?
10
How to avoid things going wrong?

• Customer is not satisfied with the services or
  does not agree to service that is being charged
• Qualitorhelp has 2 resources that are driven to
  manage quality assurance satisfaction surveys
  and ticket closing confirmation. This enables to
  handle satisfaction/complaints issues before the
  invoice presentation moment.
• Customer can not pay an invoice above estimates
• There are functions to inquiry and control
  balance of each contract and each customer.
  Service managers can pro-actively negogiate
  oncoming services based on actual status of
  balance
• Customer pays for, but some times does not
  consume services
• This might arise an impression that the service
  is not necessary anymore. Qualitor has functions
  that allow to control due but not deliverd
  services according to contracts conditions.

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IT Services billing

• How have you been doing it without Qualitorhelp?