Managed services is a broad term for outsourcing many
functions in business. Typically, business owners hear the term the first time
they investigate IT outsourcing. It is also the favorite term for
IT Support
NYC companies looking to generate a recurring revenue stream. Small and
medium business owners will find that IT companies offer varying descriptions
of what they consider managed IT service packages. So what is managed services?
Managed Services
Defined
Wikipedia defines managed services as "the practice of
outsourcing day-to-day management responsibilities and functions as a strategic
method for improving operations and cutting expenses. This can include
outsourcing HR-activities,
web design New York
and lifecycle build/maintenance activities."
Over at the MSP Alliance, they describe it as "the
proactive management of an IT (Information Technology) asset or object, by a
third party typically known as a MSP, on behalf of a customer. The operative
distinction that sets apart a MSP is the proactive delivery of their service,
as compared to reactive IT services, which have been around for decades."
And finally, Gartner defines a MSP as a company that
"delivers network, application, system and e-management services across a
network to multiple enterprises, using a "pay as you go" pricing
model. A "pure play" MSP focuses on management services as its core
offering. In addition, the MSP market includes offerings from other providers -
including application service providers (ASPs), Web hosting companies and network
service providers (NSPs) - that supplement their traditional offerings with
management services."
Basically, the industry defines managed IT services as a
program in which some portion of IT service is done proactively and with some
sort of monthly fee. However, the process and results may vary depending on how
the individual company approaches their support package.
Many IT support companies simply add some sort of service
with a monitoring package for a nominal fee and call it managed services. On the
other end of the spectrum, a full-time Managed Service Provider or MSP, will
have an end-to-end platform in which they take responsibility for their
clients' technology and a laser-like focus on improving the overall client
experience and their technology results.
The Theory and
Purpose
The basic theory behind the value of the service is that as
a company grows and relies more on their technology, calling an
IT
Services Philadelphia to resolve problems becomes cumbersome and
costly. Some companies begin looking to have some proactive IT management mixed
into their current strategy. There are many levels of monitoring and review in
a proactive strategy. The overall goal should be to utilize the proactive
activity to reduce the amount of reactive issues and business risks.
Alternatively, some companies opt to hire an internal IT
person. Managed services, when done properly, should offer companies a cost
effective solution that reduces reactive problems and helps the client plan for
future issues and business changes. Using economies of scale and through best
practices developed and refined across a base of clients, a good managed
services approach should certainly be more cost effective than hiring
internally and deliver better results.
Variations of Managed
Services
While the definition can be somewhat vague, the variations
are also sometimes confusing. Listed below are some of the more common
"managed services" offering that a person may come across. While some
would argue that the most basic offerings are not managed services at all, they
are included if only to illustrate how much variation exists.
Monitoring Only
A monitoring only package is the least expensive and least
effective of any managed services approach. It probably should not be
considered managed services, however, many MSP's use it as an entry level
service at a low cost. Once an alert occurs, the IT support company calls the
client to schedule the necessary resolution at an additional fee. This method
may shorten the response time by an IT company but does not do much to make a
real positive change for the client.
Limited Response
The next step for many companies, this approach allows for
some issue remediation. The boundaries are usually specific and somewhat
restrictive. This approach may offer a set amount of hours for reactive network
support per a time period or include limited response for specific server,
computer or other technical issues. Any problems that fall outside of the
defined perimeters incur a service fee.
Hybrid Approach
This approach allows for companies that employ their own
internal
IT Support New Jersey while
utilizing the resources of a well-equipped and knowledgeable managed services
IT company. Many times, a business has the need for a full-time technology
employee for a specialized purpose. Typically, using this approach, the
internal person can focus on his or her specific function and allow the managed
services company handle the issues that occur outside of those perimeters.
Using this model, the managed services company should be able to implement
their process to positively affect the client's business while the employee is
then not burdened by unnecessary distractions.
Remote-Only Help Desk
Support
Using this approach, the managed service company is able to
implement their entire process with the only limitation being that any on-site
service will be at an additional, sometimes discounted, cost. This model can be
very effective for companies that require little on-site response or have a
dispersed workforce. Most companies that use remote-only support can benefit
from the higher level of service and results that a good MSP delivers and only
pay for on-site response as needed.
Full IT Department
The full IT department package places all of the
responsibility for the client's technology results in the hands of the MSP.
When done properly, the MSP can utilize tools, technology, best practices and a
well-developed process to:
Drive down reactive issues
Increase client productivity
Consult on technology decisions
Provide a multi-year budget
Reduce the client's overall business risk of data loss and
downtime.
When a reputable managed service provider engages a client
using this approach, they are committing to provide a positive result for a set
monthly fee.
What Do You Need?
With the many variations and sometime loose definition of
managed services, the typical business owner can be confused by multiple
service delivery models. This can be especially daunting when pricing between
companies can differ by large dollar amounts. Business owners can sometimes
lump all IT companies into the same category, but usually there are large
disparities in approach, methods and expectations.
IT can be simple and an asset to your company, but making
the right decision between MSP's can seem overwhelming. When evaluating a
managed service provider to maintain your company's technology, focus on the
results that the MSP promises. It is our belief that the best approach is for
the MSP to be involved in all aspects of a client's technology. By getting to
know our client's business and technology, we are more effective in providing
the very best IT support and management. Managed service providers offering to
partially manage your network are usually hoping for the big payday that comes
when something equally big goes wrong.
TekHattan Holdings LLC
Add: 244 Fifth Avenue, New York, NY 10001
Phone: (212) 255-7499
Email: help@tekhattan.com
