The managed service marketplace continues to change rapidly, particularly as more and more businesses are adopting cloud-based services of one type or another. The cloud trend is impacting managed service providers in numerous ways:
- Cloud migration increases the potential for consulting projects to manage the transition but reduces the number of in-house servers/devices that need to be monitored/managed, impacting retainer-based revenues.
- Service decisions are more heavily influenced by line-of-business concerns as customers shift spending from capital to operating expenses.
- Service providers need be able to monitor and manage application-related service level agreements, not just infrastructure components.
- Managing cloud-based applications is less about internal cloud resources and their configuration (which are typically controlled by the cloud provider) and more about access, resource utilization and application performance.
To address these challenges and be able to compete in a marketplace where traditional device-based monitoring services are becoming commoditized, MSPs must create and sell more advanced services to meet the changing needs of their customer base. The benefits of delivering higher value services include greater marketplace differentiation, bigger and more profitable deals, and greater customer satisfaction.
Advanced services require the ability to deploy a proactive service level monitoring system that can monitor all aspects of a customer’s hybrid cloud environment including the core internal network infrastructure, virtualized servers, storage and both internal and cloud-based applications and resources. Predictive monitoring services help ensure uptime and increased service levels via proactive and reliable notification of potential issues. Advanced remedial actions should include not only support for rapid response when the circumstances warrant but also for regular customer reviews to discuss longer term configuration changes, additional resource requirements (e.g. storage), policy changes and so on, based on predictive SLA compliance trend reports.
Beyond advanced monitoring, professional skill sets are also very important particularly when it comes to managing new cloud-based applications services. To be able to scale to support larger customers requires tools that can help simplify the complexity of potential issues and speed mean time to resolution. If every complex issue requires the skills of several experts – server, database, network, application etc., it will be hard to scale your organization as your business grows. Having tools that can quickly identify root-causes across network and application layers is vital.
Cloud customers are increasingly relying on their managed service providers to “fix” problems with their cloud services, whether it be performance issues, printing issues, integration issues or whatever. Getting a rapid response from a cloud service provider who has “thousands of other customers who are working just fine” is hard to do, especially as they know problems are as likely caused by customer infrastructure issues as by theirs. Learning tools help MSPs capture and share experiences and turn them into repeatable processes as you address each new customer issue.
Automation is another must have for advance service providers. Again, scalability depends on being able to do as much as possible with as few resources as possible. For infrastructure management, automation can help with service and application monitoring as well as network configuration management. Monitoring with application-aware solutions is an attractive proposition for specific applications. For the rest, it helps to be able to establish performance analytics against key performance indicators and diagnostic monitoring of end-user transaction experiences. For network management, being able to quickly compare network configurations and revert back to earlier working versions is one of the fastest ways to improve mean time to repair. Automating patch management and policy management for desktops and servers also results in significant manpower savings.
Finally, tools which help manage cloud service usage are also invaluable as customers adopt more and more cloud services. Just as on premise license management is an issue for larger organizations so cloud service management, particularly for services such as Office 365, is also an issue. Access to email accounts and collaborative applications such as SharePoint, is not only a security issue it’s also a cost and potentially a performance issue.
Developing advanced services requires a combination of the right skills, resources, processes and technology; in effect, a higher level of organizational maturity. Larger customers will tend to have developed greater levels of process and IT maturity themselves, in order to be able to manage their own growing IT environment. When they turn to a managed service provider for help they will be expecting at least an equivalent level of service provider maturity.
Having the right tools doesn’t guarantee success in the competitive MSP marketplace but can help MSPs create and differentiate more advanced services, demonstrate the ability to support customer-required SLAs, and scale to support larger and more profitable customers.
Learn more about how Kaseya technology can help you create advanced managed service. Read our whitepaper, Proactive Service Level Monitoring: A Must Have for Advanced MSPs.
What tools are you using to create advanced managed services?