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Managed Services: A strategic delivery model

In times of crisis, companies should take a refreshed look at their global service delivery model to find opportunities to be more dynamic, efficient and cost-effective. Given the COVID-19 pandemic and other economic challenges, managed services is likely to be a delivery model many companies look to consider. With innovation and technology advancements, more back-office services can be successfully transitioned to managed services providers.

Download Managed Services: A strategic delivery model

Verne Perigord

PwC Advisory Services, PwC US

Jamie Barakat

Partner, Finance Transformation, PwC US

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Managed Services

7 Steps to Building a Managed Services Business

Create an optimized managed service provider business model.

If your company has decided to develop a managed services business, you’ve probably already discovered just how daunting it can be. The managed service provider business model is very different from the models for hardware, software, and traditional services like professional, support, and field services. If you need guidance on navigating this tricky transition, read on.

The good news is you are not alone. According to a poll of TSIA members, over 70% of them have either launched or are building managed services businesses .

But the world of managed services is rapidly evolving. Though many of the value propositions remain—such as total cost of ownership (TCO) reduction, risk aversion, acceleration of the adoption of next gen tech, etc.—there has been a tremendous amount of focus on standardization of the offer, specialization of sales, scalability and automation of delivery, and optimization of client governance.

So where should you start? Follow this seven-step approach to learn how to build a managed services business.

Step 1: Document Your Strategy

Don’t think you can just create a good PowerPoint presentation backed up by an Excel spreadsheet with some projections on revenue and cost. Those are good, but they’re not even close to being enough.

A good strategy document is used to focus efforts and to evangelize your activities. It needs to detail all aspects of the MS business: offer, sales, marketing, delivery, finance, sourcing/supplier management, client management, and so on. The strategy document needs to include measurable and auditable targets and objectives for each of the areas listed above. I recommend making these objectives quarterly targets that need to be reviewed by the leadership team on an ongoing basis. Here's an example of what your documented strategy could look like:

Here's an example of what your documented strategy could look like.

Step 2: Define the Organization Structure

Sounds easy enough. However, executing on it is incredibly challenging, and investing in the right skills and resources is crucial. The organizational functions in managed services have the same names as other businesses: offer management, sales, marketing, delivery, finance, etc. The skills and acumen required for these functions in managed services are dramatically different than those in a product business.  

Step 3: Define the Offer

The offer is the foundation of the managed services business. Getting it wrong will result in slow, painful growth, if you do grow at all. The offer must be market-focused, which will often require a tech company to step outside its comfort zone.

The offer needs to be focused on reducing or eliminating the pain the customer is experiencing because of their technology. It could be financial pain, operational pain, etc. Managed services is the first offer for a tech company that focuses on outcomes.

Step 4 – Specialization of Sales

Selling managed services is very different from selling technology or attach services (Support, Field, Professional Services).  Because the offer is focused on outcomes, the sales resource need to understand the technology being managed, the operations required to manage the tech (at least at a high level) and they need to understand the customer’s financial operations.  These deals are more complex, take longer to quote and take longer to close.  The decision is typically made at the CXO level or by the VP of a major line of business.  Not the IT organization.  IT is an influencer.  

Step 5 – Service Delivery

Just like selling managed services is different, delivering managed services is different.  Delivery is not just your operations; it is the customer’s operations.  The delivery model is what ensures the intended outcome of the offer is achieved.  The delivery needs to be proactive, predictive and preventative.  Standardization, scalability and automation are crucial.  No other function in managed services has a greater impact on profitability and customer satisfaction than delivery.  

Step 6 – Client Operations

Keep the customer happy and they will be the gift that keeps on giving.  The client operations team needs to deal with how the customer “feels”.  This is where the ongoing relationship with senior executives happens.  They are the face of the service.  This team needs to focus on customer sat, contract performance, renewals and upselling/cross selling.  

Step 7: Financial Operations

In managed services, the finance organization is either your best friend or your worst nightmare. You must have someone in the managed services organization that understands the financials of your business better than the finance organization.

The financial operation of managed services is yet another area that is dramatically different than that of a product or attach-services business. Revenue forecasting, revenue recognition, margin calculation (gross and net), ongoing resource, and operations investments, all require unique considerations.

We’ve seen so many fast-growing managed services businesses with great offers and really good people fall apart because of a naïve approach to the financial governance of their business.  

A Good Place to Start

Getting your head around these seven key areas won’t solve all of your problems in managed services , nor will they guarantee success. However, not putting considerable focus on any one of these can create a fatal flaw preventing sustainable success.

Most importantly, have fun building your managed services business! If you like roller coasters and thrill rides at an amusement park, you’ll love being a leader in a managed services business. It’s a wild and rewarding ride.

What's Next?

   December 9, 2015

About Author George Humphrey

George Humphrey is the vice president and managing director of service and delivery research and advisory for TSIA. Given his extensive background, George also directly supports the managed services research practice. He is a networking and communications industry veteran with over 25+ years of experience. Throughout his career, he has held several leadership positions in managed services, including global strategy, product line management, marketing, operations, and client management.

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What is a Managed Service? Managed Services Explained

Whether you’re a business executive or a seasoned IT pro, using managed services can make your job easier. When effectively executed, a Managed Service (MS) is like gaining the capability of an IT Department with the expertise of seasoned professionals to deliver focused application operations to your company’s business application users.

Let’s take a look at Managed Services to see when and how they can benefit your company.

What is a managed service?

Simply put, an MS is designed to handle the daily operations of your specialized applications. A managed services can:

• Provide more capability to your company end-users
• Allow in-house IT to focus on more strategic IT programs
• Free your team to focus on your business’ core competencies

This shows up often when IT professionals notice a decline in the current repository of knowledge, reducing the quality of IT service to your company. Other symptoms of a need for an MS include following:

• “We didn’t achieve everything we wanted last year due to a lack of Service and Support.”
• “We had too many service outages and downtime.”
• “We overspent our budget on tweaks to our business applications that eroded its performance.”
• “We lost data due to lack of ability with the solution.”

From my experience working with small and large client companies alike, I often suggest how a managed service can help address these challenges. In my career, I have worked with many clients that are utilizing managed services in a variety of ways. Most recently, I provided a managed service to a large energy company which found the service to be seamless and significantly improved the satisfaction of end users and IT support staff, globally.

If you’re sensing some of these dynamics at your company, here are some personnel and technology suggestions on how you can reorganize and empower your IT Department for growth via MS.

Assessing the need for managed services

Today, IT managers are under significant pressure to meet the performance, operational expectations, and security needs of the business—all while trying to keep costs down. Most financial experts would suggest in these conditions to switch to a predictable cost model, like that of a managed service.

A company that provides such services is called a Managed Service Provider (MSP). The best time to consider speaking with a MSP is when you are:

• Setting future strategic goals
• Deploying new services to your IT environment

Many times, your existing staff may not be experienced with a new technology or able to maintain new services or applications. You could hire contractors to provide the service. But, given a static or declining budget, this may be more expensive and provide less value in supporting your company’s ever-growing performance goals. This is often true for small, medium, and large companies alike.

Managed Service models have evolved over time, and the seasoned providers have perfected their delivery. It is very effective for businesses that:

• Rely on their IT infrastructure to properly support their daily business processes
• Do not have sufficiently trained staff or time to formally deal with proper maintenance, updates, and repairs
• Want to pay one monthly, flat fee for services to provide a high level of service quality to the business

For most business services, IT underpins the business engine. From software to hardware and the skills required to keep the service running, a company could invest significant capital in building and maintaining the in-house support staff.

However, given the maturity of the managed service models and the shift to virtualization and cloud , the need for on-site IT staff can be limited to the exceptions where operational sensitivity justifies it. A company may consider leveraging managed service experts in order to ensure greater IT cost predictability amid uncertain requirements

Costs for MSPs

MSPs usually price their services on a subscription basis. Based on the services selected, the pricing is usually scoped on the number of devices with pricing aligned to packages across a range of categories.

Some provide customer support on-site when required. Basic services often start with a monitoring service, which identifies potential issues, which you resolve on your own. At the other end of the spectrum, service providers offer comprehensive managed services that cover everything from alerts through problem resolution.

Benefits of Managed Services

Managed services offer a variety of benefits.

Better cost control

Cost factors for a business service depend on an organization’s requirement for availability and criticality of a particular service.

The typical cost components of an IT department, including training, equipment and personnel, are absorbed by the MSP and presented as a fixed monthly charge to the company. This helps in effectively predicting costs every month when budgeting. Depending on the future requirements and the speed of the your organization’s IT maturity, the managed service can scale to address such scenarios.

The biggest benefit is that a company can decide how much to scale based on factors that may include finance and the CIO’s strategic vision. IT Service interruptions and outages can also be prevented, thus mitigating the risk of further losses. In terms of the energy company, the client went from multiple daily outages to one scheduled outage a month.

Improved risk management

Every business carries a certain amount of risk. This can be minimized by lowering the individual risk involved with each business service identified as critical. A MSP can help reduce risk by contributing their own proprietary methodologies and access to modern infrastructure and software. This enables adherence to best practices and minimizes risk involved in the service delivery.

The MSP assumes and manages much of the risk for the company it serves by:

• Having specific industry knowledge, especially around security and compliance issues
• Partnering with your business and guide you on the best way to avoid risk in your domains of expertise

High availability, efficiency & productivity

For an IT Service, the saying “time is money” always applies. For optimal company performance, constant availability of a mission-critical IT services are the top priority for many organizations.

Assessing the true cost of downtime is hard. But you can take proactive steps to avoid it completely. At worst, reputational risk could be a factor when the outage comes to the attention of those outside the company potentially eroding public trust.

Clients experience better performance with minimal downtime when using a managed service. Many times, mission-critical applications involve multiple technologies and require them to be fully operational and integrated to achieve the IT service expected. All component applications must be available together for the IT service to function seamlessly for internal end-users. A MSP can ensure maximum uptime and minimal service interruptions.

Organizations that attempt to implement and support all IT services in-house usually have:

• Much higher research and development (R&D) costs
• Longer timelines to deploy

Because of this higher cost, you’re likely passing it on to your service consumers.

By contrast, the MSP is highly efficient in delivering IT services in a way that keeps costs low and the time to deploy short while providing a high-quality service to the business.

Future-proofing IT services

IT departments will always have funding, technical, security, and operational challenges. As you look for strategies to minimize spend, I have seen many organizations effectively utilize AMS to achieve the full benefit of seamless service integration with less worry over resource constraints.

MSPs will always have their staff trained on upcoming and new releases as well as new technologies with the ability to lock-in costs for a multi-year period. By creating more predictability, your business will reduce operational risk and challenges and minimize service disruption.

Managed service best practices

Managed Service Providers are the best of both worlds:

• MSPs bring practical delivery of a predictable service model and cost to quickly and effectively deliver new IT service to your company
• MSPs also enhance the stability and peace of mind for IT and business leaders alike

The task of delivering new business services to the enterprise while keeping costs controlled is a difficult task in the modern business environment. A managed service is a great strategy to help your IT organization be highly resilient, and cost predictable, fiscal year to fiscal year.

MSPs complement and do not replace existing staff but rather free those valuable resources to lead and deliver on the strategic IT programs necessary to advance business goals. In larger organizations, an MSP will help your resources to focus on more strategic projects. You can rest assured that your company is minimizing the risks associated with maintaining client data and sensitive competitive information and more with today’s managed service offerings.

BMC for managed services

As you embark on investing in a new application, consider taking advantage of various managed service offerings to stay on top of IT business needs and minimize unsystemic risks. If you are considering a BMC technology investment, please fill out our ContactMe form to speak with someone about our MS options .

Related reading

• BMC Business of IT Blog
• Guide to IT Cost Management , a series of articles
• Insourcing vs Outsourcing IT Services: Comparing Your Options
• IT Organization Metrics & KPIs: A Well-Rounded Approach
• SaaS vs PaaS vs IaaS: What’s The Difference & How To Choose

Talk to a BMC Expert

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

See an error or have a suggestion? Please let us know by emailing [email protected] .

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About the author.

Tarun Kumar

Tarun Kumar is a Senior Consultant with BMC Global Services. He is an expert in the design and deployment of enterprise level solutions, system and data migration strategies as well as custom application development. He has more than ten years of progressive IT experience that spans multiple disciplines and industries. Tarun is responsible for scoping, developing, enabling and delivering Remedy and other integrated Digital Service Management applications. He also leads engagements developing roadmaps, value realization plans and IT Architecture and delivery program plans. For the past several years, Tarun’s focus has been on the IT Service Management suite and Application Managed Services. He has a wealth of experience in integrations, analytics, asset management and Remedy.

• Introduction

What is an MSP?

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A guide to running a successful managed services business

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ServiceDesk Plus MSP   Resources   What is a Managed Service Provider (MSP)?

Today’s managed service providers (MSPs) are not just helping organizations with the day-to-day functioning of their IT infrastructure but also assisting them in keeping up with the latest tools, trends, and industry best practices. For instance, MSPs not only deal with small issues like printer malfunctions and password resets but also help in securing data from breaches that could harm an organization financially and impact its image among customers.

Managed services is no longer a new concept. It is estimated that over 75 percent of Fortune 1000 companies outsource all or at least some part of their IT infrastructure to an MSP or value-added reseller (VAR).

Having said that, the managed services industry is still developing. A lot of MSPs are struggling to retain their clients, and a lot of VARs and system integrators (SIs) are still skeptical about becoming an MSP.

This guide is designed to steer you in the right direction when it comes to making decisions about IT services and managed services. Whether you're just starting up, have been in business for a while but are still struggling to grow, or want to take your MSP business to the next level, this guide will help you achieve your goals.

In this guide, we’ll discuss how to build the right kind of offers for your clients, the basics of client onboarding, the issues that MSPs face, best practices, and a lot more to help you successfully grow your MSP business.

What are MSPs?

• The difference an MSP makes

Why do customers consider MSPs?

• Client onboarding basics for MSPs
• Common mistakes growing MSPs make
• The challenges MSPs face
• Best practices for successful MSPs
• Essential sales metrics and KPIs for MSPs
• How to stand out in a crowded MSP market
• Download MSP software's evaluation kit

IT has taken the driver’s seat in most businesses, and the level of focus it takes to manage IT infrastructure sometimes ends up swaying an organization from focusing on their business goals. This is where the concept of a managed services provider (MSP) comes into the picture. They handle the management of technologies along with core IT maintenance functions, such as break/fix and patching.

An MSP is a company that provides managed services to organizations, which usually involves remotely handling their entire IT infrastructure or a part of it as mentioned in the service-level agreement (SLA) between the two parties. Pricing models for MSPs may be tier-based, à la carte, value-based, etc. The subscription-based pricing model makes it easier for organizations that want expert services, the latest tools, and to only pay for the resources they use. Services such as 24x7 monitoring, issue resolution, network security, and IT asset management all come under the scope of MSPs.

Unlike traditional IT service providers, MSPs tend to take 360° responsibility for the services that are outsourced to them instead of just providing on-demand services. They act as IT consultants and provide expert advice when their clients need to make strategic IT decisions. More and more organizations are opting for MSPs in order to reduce their IT risks and be ready for any future technological disruptions .

The difference an MSP makes (Types of service providers)

When it comes to outsourcing, there are two types of service providers:

Break-fix service providers

• Managed service providers (MSPs)

Break-fix service providers are fine for organizations that do not need heavy IT assistance, but those that do will end up paying a lot more than what MSPs charge for the same services if they go with a break-fix service provider.

Managed services are proving to be a boon to all organizations, especially for small and medium-sized businesses (SMBs). By 2018, about 39 percent of SMBs used managed services in some capacity while the entire MSP market stood at $180.5 billion. This number has only increased, standing at $223 billion in 2020.

Break-fix service providers deal with every issue as a separate case, and charges for on-site visits are their major source of revenue. Therefore, some break-fix service providers may take longer to fix an issue to drive up the number of on-site visits. On top of that, there are a few other issues with such service providers, such as:

• Unpredictable costs.
• Longer response and service time.
• Higher charges for emergency on-site visits.

The benefits of MSPs over traditional/break-fix service providers

Trained, expert IT professionals

Eliminates the need to get any accreditation

No build time involved

Stays up-to-date with the latest technology

Implements industry best practices

Managed services are proving to be a boon to all organizations, especially for small and medium-sized businesses (SMBs). By 2018, about 39 percent of SMBs used managed services in some capacity while the entire MSP market stood at $180.5 billion . This number has only increased, standing at $223 billion in 2020. SMBs and large enterprises consider MSPs their trusted partners, as they have been interacting with them for all of their IT needs day in and day out.

The most successful MSPs:

Focus on efficiency

An MSP’s job is to ensure that their client’s business is functioning smoothly 24x7. To accomplish this, an MSP will perform routine hardware maintenance tasks to avoid downtime and outages, provide continuous help desk and remote IT support, automate security patches and software updates, and even help with IT consulting.

MSPs also provide expert advice whenever required, as they come with industry experience in putting the right tech in the right areas.

Make data security their priority

MSPs know that a client's data security is a top priority, as an MSP’s entire business depends on clients trusting them with their IT infrastructure and personal data. Any breach in security could potentially damage their client's image and subsequently their own. This is why MSPs go above and beyond to protect their clients’ data with fully managed and layered network security in order to avoid cybersecurity threats, preserve business continuity, and avoid any type of data loss. Apart from that, MSPs also play a huge role in data backup and disaster recovery.

Service delivery being the most important capability, MSPs design networks and data centers that will be resilient in the face of IT infrastructure problems. MSPs’ data centers are much more robust than a standard enterprise IT service provider’s , ensuring that even if there’s trouble in the MSP’s main offices, the flow of services will not stop. This acts as an added layer of security for an MSP’s clients.

Help clients meet their business needs

An MSP’s main objective is to prevent problems and maintain business continuity. To meet that goal, MSPs find, implement, and manage a solution that fits their client's business needs.

They help their clients with budgeting (understanding current expenditure in order to cut costs and allocate resources accordingly), planning (understanding long-term and short-term needs to find technology solutions that scale with their business), and implementing the latest solutions.

Help their clients innovate

In order to scale, every business needs to innovate. And on that path, organizations may need to perform certain time-consuming, stressful, and resource-intensive activities, such as migrating to the cloud or switching to different software.

An MSP can be a boon to an organization for such activities. They help organizations save precious time and resources by taking up IT projects (whether large or small), spending less money by implementing best practices , and providing cost-effective ways to implement new technologies .

So far, we've already established that organizations are drawn towards MSPs. A question arises here:

What is it exactly that organizations are expecting to get out of these services?

Research indicates that the services offered by MSPs are not necessarily the only reasons why organizations consider hiring an MSP. Organizations are looking for a wide range of benefits when they decide to invest in a managed services model. The following are the reasons organizations decide to go with an MSP (based on the research mentioned above):

• Improved security
• Proactive approach to IT problems
• Better uptime
• Gain access to newer technologies
• Cost savings over in-house IT
• Peace of mind
• Free internal staff for strategic work
• Tap into cloud solutions
• Lack of internal IT
• Handle remote office IT

Benefits of MSPs

Cost-effectiveness:.

Outsourcing services to an MSP offers an organization the ability to significantly cut operational expenses thanks to the MSP’s constantly upgraded technology and expertise in the field, helping to control IT costs and saving the organization's resources from menial tasks and processes such as hardware issues and other general break-fix services.

MSPs adhere to an SLA that's shared with the client and includes the client’s precise requirements. An SLA helps ensure timely service delivery and efficient management of hardware and software, in turn boosting the client’s productivity.

Apart from that, subscription-based pricing (discussed in detail in the " Pricing models of managed IT services " chapter) makes an organization’s expenditure on outsourced business processes and functions predictable, which helps in keeping the organization’s budget in check.

Access to expertise

Apart from the latest tech, MSPs also come with well-qualified, trained, and experienced IT professionals who are equipped to handle certain tasks that an organization's resources are not built to handle, neither are they supposed to. This frees up IT teams to focus on strategic initiatives.

Sometimes an organization requires a specific ability once in a blue moon. In such cases, an MSP can help an organization avoid the expense of training internal staff for skills that are rarely required.

Be it day-to-day IT help desk activities, network monitoring , or management of IT assets, MSPs can expertly provide 360-degree management of outsourced business functions and processes.

Focus on core business

As a business grows, certain business functions and processes may become the responsibility of the IT team, swaying them from their original objectives or simply remaining incomplete because they’re beyond the team’s scope or capacity.

Capabilities such as updating and patching systems, backing up data, and generating reports on how well IT infrastructure is functioning can be outsourced to MSPs, shifting the focus of IT departments back to uplifting their business via innovation and revenue-generating activities.

Scalability

Businesses need to scale up or down as demand fluctuates. When a business expands, unexpected hurdles may arise. To deal with this internally, a business will need to add or remove a substantial amount of resources. Organizations aren’t typically ready to make these adjustments when it comes to IT requirements.

This is where an MSP’s ability to rapidly accommodate IT changes helps a business stay productive and avoid downtime. MSPs can provide the necessary amount of services and support as and when required and handle any IT issues that arise on the way.

MSPs proactively identify opportunities for improvement to support their clients' business objectives.

Minimizing risks

Millions of businesses fall victim to hacking due to poor network security. Many SMBs go out of business every year because of security breaches, as customers lose trust and shift to competitors. With the exception of huge conglomerates, implementing a separate IT team just to ensure data security can burn a big hole in a business’s pocket.

MSPs can offer proactive security solutions to help avoid security breaches. Their services include constant monitoring of servers and websites, performing data backups, and immediately alerting the organization upon noticing any suspicious activity.

Staying technologically compliant is imperative for organizations to stay in business. There are rules and regulations set by certain governing bodies that organizations need to follow. For less established organizations, handling compliance on their own can be a nightmare.

MSPs are likely familiar with the compliance regulations that organizations are required to follow and can easily point out the areas that require work and help find solutions. An MSP will notify its clients of the expiration dates of their software licenses periodically, keep clients' payment information secure, and ensure that its clients’ security practices are compliant with the current rules and regulations.

Highly responsive: 24x7 availability

When an organization has a global business presence, working hours shift from 9-5 to 24x7, and so does the need to have a system in place to deal with all sorts of IT issues. MSPs offer 24/7 support, 365 days a year. With SLAs in place, MSPs ensure service continuity and remain highly responsive whenever required.

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