Managed Services Overview
Not too long ago, I wanted to undertake a small home renovation project. I wasn’t entirely sure what I wanted to do, other than to fix the leaky bathroom and an overall update to my basement. At first I planned to do the work myself, having binge watched a host of home improvement shows, so I felt more than ready for the task at hand. I started the work but quickly realized I was not well equipped. It took WAY more time than they showed on Netflix and I didn’t even come close to having the right tools.
Before I got into too much trouble, I chose to call in a small renovation company to do the work. They had the experience (and the tools) and provided a lot of suggestions (such as upgrading the electrical service to make sure it can support present and future needs) and the end result definitely met my expectations.
What does this have to do with the topic at hand? Just like a home renovations, Managed Services Programs offer a viable option to those that may not necessary have the expertise or tools to deliver results!
What exactly is Managed Services? The more textbook definition described it as a service that allows companies to outsource specific operational processes and functions to Managed Service Providers (MSP) who possess the necessary expertise for a fixed subscription fee – like your gym membership. Essentially, it is a program designed to offer a variety of services as needed. There is no specific scope of work
to be delivered, like a project, and it differs from a “retainer” type arrangement, in that the subscription is not based on time spent. Like your mobile phone plan, you can use as much or as little given the specified period.
Many MSPs provide support on a specific toolset and at Summit, our program offers a range of services specifically designed to support the Intelex customer:
- Issue Resolution
- System Enhancements
- Operational Resource
Support - System User Training
As you can see, the services do not need to focus on system implementations but rather focus on extending the capabilities that will help keep your operations humming and usability that helps drive user adoption.
Some of the notable benefits of subscribing to a Managed Services Program include:
Predictable Costs
While it is not always about the cost of the program, one of the practical benefits is the predictability of costs. To know what your costs will be for a desired level of service at the onset is a blessing for everyone involved, including your Finance department. This cost certainty allows you to allocate your budget more effectively and the peace of mind that you have the level of service you require. One benefit we have observed is that it eliminates the “how much time do we have left” conversation and moves it to discussions on overall system improvements.
Flexibility in Services
Unlike projects, that typically require a defined scope of services, a managed services program offers (or should) the ability for the provider to work on a range of activities. A good MSP should be able to offer varying options as part of their offering and be able to define the work at a relatively high level.
In-house Resource Availability
By subscribing to a managed services program, you are making better use of your own staff, by giving them the time to focus on activities that will make better use of their skills and time. You wouldn’t hire a surgeon to cut your hair (but I bet it would be pretty precise) so it only makes sense to hire system experts to troubleshoot system issues or to update an application. Leveraging outsourced experts is a simple way to get the most from your money.
Like delivering on a home renovation, a well-designed managed services provider can provide both the personnel and expertise to get your jobs done right!
If you are interested to find out more about Summit’s Managed Services program, visit our website or contact us at, info@summitehsq.com
