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At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. At the heart of this in-depth research are TSIA's research executives, who keep their fingers on the pulse of what's new and what's next in technology and services in order to deliver compelling content, best practices, and tools to our members. To highlight the brilliant people behind the research that makes TSIA what it is, we've invited the VP of managed services research, George Humphrey, to tell us a bit about himself and his thoughts on the future of his area of research, managed services. 

Q: How would you describe your role at TSIA?

A: I head the managed services discipline for TSIA and work closely with our members to see where they're at in their current processes and uncover new opportunities for them to grow and improve their managed services business. I'm proud to say that I actually had a hand in developing the managed services discipline from the ground up here at TSIA, and it’s been an incredible experience to be involved in its development over the years.

Q: What exactly is managed services, in your own words?

A: For companies that want to take advantage of new technology but don’t have the resources to run it while they’re focused on running their day-to-day operation, they can outsource the management and operation of that technology to a third party. This is becoming a popular way for companies to have every technological advantage available to them, but without the need for in-house specialists or, in some cases, the up-front commitment of buying and housing hardware. 

Q: What would you say is the main purpose of TSIA's Managed Services discipline?

A: For me, the goal of the discipline is to bring fact-based education and insight into the performance and operations of managed services providers of all shapes and sizes. That’s the broad goal, but there's also a secondary portion to that, and that is to assist managed services providers in understanding their strengths, their weaknesses, and their core areas of opportunity and fundamentally understanding what “good” looks like in managed services.

Q: Is there a trend you're noticing in managed services you'd like to highlight?

A: I would say that it's worth highlighting that Cloud is deeply intertwined in managed services right now. In my various leadership roles, three of them were the development of cloud businesses before the market even had the Cloud. At that time, they were calling it a “hosted managed services” business, and that trend has grown exponentially since then. I've written several papers and blog posts on the subject, but the main takeaway is that if your company doesn't already have a managed XaaS (X-as-a-Service) offer, you're already falling behind. I would encourage anyone who has just started looking into starting their managed services business but don't know where to start, or are looking to expand into the Cloud to reach out to us for help and guidance, as launching a managed XaaS can be incredibly challenging.

In fact, if you're looking to grow and scale your cloud business, I invite you to check out our upcoming conference, TSW San Diego 2016, May 2-4. The theme is “Tech as a Service: Winning in the Cloud,” and there's going to be a lot of content around the future of Cloud and subscription-based offers as they relate to various other service disciplines, including managed services. At the conference, I'll be delivering my latest research and tips on how to develop your managed XaaS offer in my session, “Building Managed XaaS Offers.”

Q: What can you tell us about your past experiences and professional background?

A: I have 25 plus years of experience in the technology industry, and out of that about 15 years of experience in managed services. I've held leadership roles in managed services product management, client management, tools and architecture development, delivery operations, process definition, and global strategy. So, I guess you could say that when it comes to managed services, I've seen it all.

I participate in tons of speaking engagements, have written quite a handful of white papers on managed services, technology operations, technology development, product management, product realization, software API strategies and technologies. I also hold over seven global patents in communication technologies. 

Q: In your opinion, how is TSIA unique in providing managed services research?

A: From my experience, everybody has an opinion, but only TSIA has any facts on what is actually happening, both in managed services and the technology and services industry as a whole. There's a wide range of tech industry analysts out there, and a large amount that focus on technology services, but there really aren't any that provide a the type of deep-dive, laser-focused look into managed services that we do. So far, I haven't seen anyone come even remotely close to benchmarking the volume of managed services providers that we have, nor any that have our breadth of analysis of managed services, such as strategy, offer operations, sales, delivery, client management, etc.

At TSIA, we have an incredible amount of foundational data on performance metrics, service capabilities, and best practices for managed services. For many companies that are looking to get into managed services, they usually have to figure it out on their own and wade through a lot of the opinions and subjectivity that's currently out there. By talking to TSIA, we can provide you with the straight facts you’ll need to establish a solid starting point.

How Can TSIA Help You Meet Your Business Goals?

Contact us today to find out how George and the rest the TSIA research team can help your business achieve success with our world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. We look forward to hearing from you!

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Nicole Dornsife

About Author Nicole Dornsife

Nicole Dornsife is the former senior content manager for TSIA. She has over 10 years of experience writing for the software and SaaS industries, and joined TSIA in 2014. She managed the TSIA blog and regularly collaborated with TSIA's research team and partner companies to publish their insights on the latest news in the technology and services industry. She also provided editorial support for TSIA’s conferences.

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