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IT service providers - Beyond the Chaos
ITTechnology OutsourcingBusiness Value IT Technology Outsourcing We have left the dark age of wild technology spending and have ..... Beyond the Chaos
As we’ve seen, most IT service providers need to change the way they do business in order to stay in business. Unfortunately, for most IT service providers, MSP transformation — moving from the “Chaotic” to “Managed” level — is an enormous undertaking, one that requires a large upfront commitment of time and money.
While it’s a worthwhile investment, most IT service providers don’t have the resources to dedicate to a full-scale business transformation. They need a solution that will help them quickly automate service delivery, deliver time-based managed services and see immediate results. This type of service automation with a responsive managed service program is called managed-time services.
Managed-time services will help IT service providers get out of the “Chaotic’ cycle they’re currently in and move up the service delivery maturity scale, towards full managed services, without committing to a full business transformation. However, it will not make the service provider a full MSP; only a full business transformation can accomplish that.
The Path to Managed Services: How to Automate Service Delivery and Offer Managed-Time Services
with Your Existing Business
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Managed-Time Services
On the MSP maturity scale, time-based managed services precede value-based managed services. While both types of services significantly reduce your service delivery costs, broaden the range of services you can offer, increase service consistency and quality, and improve your service management and the relationship with your customers, value-based managed services are delivered proactively based on a service level agreement (SLA). Time-based managed services are delivered responsively are valued based on the time spent on assisting the customer. These services allow IT services providers to quickly and easily automate service delivery and offer managed-time services without undergoing a full business transformation.
Figure 1 MSP maturity scale
The Benefits of Managed-Time Services
Managed-time services help IT service providers automate service delivery, thus increasing technician utilization rates.
Also with managed-time services, IT service providers can offer their customers time-based managed services, like software-as-a-service (SaaS), responsive programs and block-time services, which help them differentiate themselves from the competition.
SaaS offerings of remote monitoring and management tools are becoming more and more popular within the SMB market with IT departments. Mainly because it’s faster to deploy than traditional software, requires no capital expenditures, has lower maintenance costs, is more flexible and organizations don’t need to worry about hosting or management issues. A recent IDC study noted that over 70% of worldwide software licensing could evolve to a subscription, SaaS-based model by 2010.
The Path to Managed Services: How to Automate Service Delivery and Offer Managed-Time Services
with Your Existing Business
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