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IT ManagedServices - The Complete Guide
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IT ManagedServices - The Complete Guide
Presented By
Black Pearl Matrix
Types of IT Services
- Infrastructure
- Software
- Database
- Networks
- Remote Connectivity
Digital transformations have drastically changed business models in many industries. Today, even small businesses need a complete technology infrastructure to stay up and running. To keep this whole environment stable and functional, managed IT services emerged.
This new management model is an evolution of the old one. In short, it is about meeting the new demands of the market by setting up environments that are different from each other, but that require integration.
Therefore, to clarify once and for all what managed IT services are and how they work, we have created this complete guide on the subject. Keep reading.
1- The Definition of Managed IT Services
With the emergence and adoption of new technologies by companies, the IT sector ended up becoming saturated. As a result, its management has become a major challenge for everyone who works there. As a result, the evolution of the management of the entire technological infrastructure was natural.
Today, managed services are a solution for any company that wants to keep its IT sector organized. In this sense, it also works for companies that provide IT services.
With this type of service, the company outsources all its IT infrastructure management activities to a specific partner through a contract.
With this, employees and managers can stop worrying about the sector. resulting in a focus on essential processes for the development of the company and its business.
Managed services are a new way for IT providers to provide small and medium-sized companies with the possibility of having teams made up of qualified professionals to provide the best services.
This ensures the quality of activities and maximum performance of the tools used by employees.
IT service providers can also act as consultants. With the aim of seeking and presenting new solutions that can be applied in the contractor’s work routines. Thus, aiming at greater results and competitiveness in the market.
This, in turn, ceases to be just a support for other activities and becomes a strategic factor within the business. In such a way that it generates a differential for those who hire its IT services. Your work and that of your team are fundamental to this.
2- The Benefits of Managed IT Services
There are several opportunities and advantages that an organization can obtain when investing in the provision of managed IT services. They are an opportunity to create smarter and more effective routines.
3- Main Benefits of this Management Model
3.1 Operational Flexibility
The market has become increasingly dynamic, and unexpected changes can arise at any time. The same thing can happen with your IT demands. Today, a certain infrastructure may be required. However, in the future, services may increase or change focus.
The workforce can also be variable, requiring several professionals to be available in a given period. For example, implementing a new project and then having to pay all expenses and taxes associated with your resignation.
This scalability is not found in the traditional break-fix management model, normally used by service providers and contractors’ internal teams. Therefore, it is necessary to evolve to managed services, which are easily scalable.
By becoming an MSP (Managed Service Provider), your company will be able to better meet the provision of IT services and the demand of its contractors.
The formation of work teams and the incorporation of hardware, for example, are easily reallocated according to the need and with flexibility. In this way, ensuring the fulfillment of needs according to their emergence.
3.2 Greater Focus on Business
The focus of an IT services business is to offer the best possible technological structure to its customers. However, when opting for the traditional management model, several problems arise.
Your team can spend a lot of time performing maintenance and upgrades, in addition to meeting each customer in person and looking for the cause of the problems that are arising with each customer.
At MSP, the essence of providing IT services is recovered and the preventive approach allows its team to be always available to offer support and seek new technologies and develop new types of products to offer its customers.
The contractor’s IT team will also be able to focus better on its internal business and will be able to develop internal solutions. For example, Business Analysis systems, ERPs, logistics software, among others, that would be able to bring more competitiveness to the business.
3.3 Team Development
IT solutions evolve quickly and new tools appear all the time. However, a team fully focused on support and maintenance does not have time to be aware of these changes, failing to observe technologies and new services that could be implemented.
Constant training is part of managed services and, with a better organization of technological assets and their demands. So it’s easier to leave time for the team to develop and build skills.
Everyone benefits from this model, and you can count on increasingly qualified and productive professionals to be responsible for your IT routines. In this way, they guarantee the competitiveness of the business and the quality of the services provided.
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3.4 Cost Reduction
This is certainly one of the benefits most sought after by companies interested in minimizing their expenses and improving their results. Since in times of economic instability, it is necessary to seek alternatives to always reduce your costs.
As businesses become increasingly dependent on technology, maintaining an investment in IT can be costly. Mainly for small and medium-sized companies that do not have a large amount of money available for the area.
Managed IT services maintain an organized structure with lower costs and allow all expenditures to be planned and executed only when necessary.
Avoid Waste
Waste is also reduced with the application of constant monitoring, and investments are made only according to the contractor’s demand.
In the long term, the amounts saved can be used to invest in innovation and process improvement, in addition to acquiring new technologies. With fixed monthly payments, the company can plan ahead and avoid problems in any period when it faces financial difficulties.
The quality and improvement of the services provided also prevents contractors from seeing you and your team as a bad investment or an unnecessary expense and ensures compliance with the agreement.
4- Difference Between Managed Services and Outsourcing
It is common, at first glance, to confuse managed IT services with outsourcing. This is now a common term for outsourcing certain technology activities. However, these two concepts are not synonymous and have a number of basic differences between them.
The first point that can be observed is the way they manage human resources. In outsourcing, the contractor allocates the professional vendors as they see fit. In contrast, with managed services, the decision on how to utilize the outsourced team is between you and the customer.
The way these employees are allocated to the project also works differently. In traditional outsourcing, the company chooses the specialized professionals who will work with it. In the case of managed IT services, the contractor lists all his demands and needs. Then, the service provider determines, among its employees, who can best fulfill the request.
Another point of differentiation is in relation to process management. In outsourcing, it is the client who exercises all control over the activities and focuses on this responsibility. When we talk about managed IT services, IT service providers help internal employees to look for solutions to their demands.
The main difference between the two models is how they deal with problems arising. Traditional management works with the so-called break-fix, that is, it maintains a reactive posture. Problems are only resolved when they arise, which can hamper a company’s operations.
In managed services, a proactive attitude is maintained, that is, seeking to constantly monitor all IT assets in search of possible problems. In short, dealing with failures before problems can affect the company’s productivity.
5- Success Tips for Managed IT Services
IT managed services are not a tool or technology, but a business model. Above all, its objective is to provide IT in an organized manner with a proactive and preventive posture to its customers.
To successfully adopt this model, it is necessary to invest in certain practices.
5.1 Track Revenue Metrics
Some revenue metrics are essential to keep track of your company’s development and growth. For example, if the numbers are falling, it is necessary to check the cause of the situation.
Many companies do not constantly monitor these metrics. Consequently, they end up learning about their real financial situation only at the end of the financial year. However, when it may be too late to take steps to reverse the situation.
A good period to carry out this analysis may be three months. Among the metrics that we can exemplify as essential for you to carry out a periodic survey are:
• New business (number of customers prospected in the established period).
• Average per deal closed (value in relation to the agreements of each new deal captured).
• Average revenue from new business (amount of new services sold to companies that are already customers).
However, just monitoring these values is not enough. It is also necessary to establish compliance targets in the period, motivating your salespeople to achieve them.
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5.2 Maintain Replicable and Well Documented Processes
It is not possible to efficiently manage a series of processes that have the same objective but are performed differently. This is the traditional IT asset management model.
It is necessary to invest in simple and quickly accessible documentation for all processes and keep them replicable for adaptation in other similar processes.
Thus, any of your collaborators can deal with them at any time, as there is a universal standard. So the time it takes to create a document today can save you a lot of headaches in the future.
5.3 Hold Frequent Meetings With Your Customers
Do you know what your customer is thinking today? What are your possible demands for the future? How does he see your work and that of your team at his company?
The answers to these questions can be found very simply: just ask your customer directly. For this, you must hold constant meetings and put yourself in a partnership position.
In addition to being a supplier and a customer, you must demonstrate to the contractor that you are a business partner. After all, his company’s growth takes yours with it, and both can increase your revenue.
During these meetings, you should be aware of the following:
• Check how the relationship between you and the client is going.
• View latest updates and current status.
• Find out about your customer’s concerns.
• Present additional services that can be added to the contract.
5.4 Deliver Integrated Services
Stop offering a series of solutions that do not communicate and focus on delivering integrated technologies that can add value to your client’s business.
This type of solution not only improves the performance of your client’s team, but also facilitates the management of the IT services offered by you and your team. Therefore, rely on RMM tools, such as N-able’s, which make managing your client’s IT assets much easier.
Thus, there is no need for constant visits to the contracting company to verify the demands, as everything can be done remotely with a management system.
5.5 Focus on Simple and Structured Offers
Do not create a series of services with many confusing specifications that end up creating difficulties for the client and even for your own team to understand and control.
Ideally, you should clearly define all the services your business provides, with a basic description as well as their value. In this way, nothing is obscured for the customer, who can have better control over what he is actually paying for.
Structuring the services can also be a good idea, so that you can close the deal for a package. For example, you can offer monitoring along with data protection for a little less than the two services purchased individually.
5.6 Cultivating Customer Value
By choosing to implement a business model based on managed services, you and your customers see less of each other. Since so much of the work and care is done remotely, he may start to feel that he doesn’t need you.
IT managed services act with a proactive and preventive posture. As a result, your customer’s problems tend to decrease. However, he cannot link this improvement to his company.
Therefore, you need to find ways to demonstrate to your partner the importance of your business to their operational activities. This can be done through the delivery of constant reports, in which all activities carried out and threats neutralized must be described.
6- The Shift to Managed Services
At the time, this was still a small business, with few specialized players in the market and too expensive for most customers looking for a partner.
In mid-2005, everything changed. Remote monitoring systems have matured. Soon, small companies also began to take advantage of the resources that this technology made available. Then began a broad search for partners to provide solutions in managed services.
At first, providers focused their services on monitoring networks and servers and also on remote management. But, on the other hand, with the evolution of the requirements of partner companies, the range of available solutions began to increase.
New services include mobile device management, information security and data protection, firewall administration, printing and document management, and security as a service.
Since the managed IT services model gained momentum, new publications have started to be released. As a result, business demand has increased significantly, so the traditional repair model is losing ground day by day.
7- Managed IT Services Today
The services provided by suppliers today follow the trends of market demands. Consequently, they evolved as needs arose in small, medium and large companies.
Today, among the most common services offered are:
• Safety.
• Connectivity.
• Virtualization.
• Network monitoring.
• Storage.
• Disaster recovery.
• Mobility.
• Desktop.
• Communications.
• Technical support.
As the evolution of IT is far from over and new technologies emerge every day, you need to be aware of new service opportunities that may arise.
Everything is converging towards an increasingly effective management of the entire IT infrastructure of companies, with faster and more dynamic ways of identifying problems and solving them before they happen.
8- The Future of Managed IT Services
Regardless of size, industry or location, a business needs technology to stay functional. as it aims to grow and be able to compete effectively with other players in the market.
In recent years, managed service providers that have remained at the forefront are those that have agreed on three points:
• Be up to date with the main IT trends in the market.
• Adopted solutions based on cloud computing.
• Understand that social media, mobile devices and the cloud are part of the new IT reality.
IT providers are starting to understand that their approach must evolve and focus on their business. Thus, adding value to the customer and improving the delivery of IT services.
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FAQ – Frequently Asked Questions About IT Managed Services
1. How much does an IT professional earn in the United States?
2. What is IT maintenance?
3. What is the role of IT in successful management?
4. How to solve IT problems?
5. What is the most difficult area of IT?
Conclusion
By adhering to these solutions, companies will reduce their costs, streamline their processes and shorten deadlines.
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