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TSIA has now benchmarked over 135 managed services organizations. A key fact that has become clear is delivering managed services is unlike delivering any other “product-attach” service. When workshopping with managed services executives, I talk about the “Four P’s” guiding principle of a managed service: Prescriptive, Proactive, Predictive, and Preventative.

75% Of full-time-equivalent headcount in an MS organization are dedicated to delivery operations.

Most people think of managed services as a “day 2” service. This is due to the historical, siloed, or waterfall view of technology acquisition and service operations. 

First you sell a product. Once the product is sold, services are attached. You have to install it – that would be professional services. If you have to fix it, that would be support services. If the customer wants you to do more, like monitor performance or operate the solution, that would be managed services. At least that’s how people thought of managed services, from a product-centric lens on the world. 

However, the modern managed service provider that is looking to deliver a holistic solution to the customer’s needs, must be prescriptive. It must also be inclusive. One of my favorite sayings from 15+ years ago is that, “a managed service provider that provides part of the solution is part of the problem.”

Before the technology is designed, you must: 
  1. Sit down with the customer and discuss their business challenges and their desired outcomes.
  2. Discuss both the technical and operational challenges that are impeding those outcomes.  
  3. Design a solution that helps the customer achieve their goals.  
So if it is a full, life-cycle service, what are the areas you must focus on for successful delivery operations? At this fall’s TSIA Interact virtual conference, that’s exactly what we’re going to brainstorm together!

In this highly interactive session, we will be leveraging the power of the participants to identify and prioritize three key areas that are critical to the success of a managed services organization: metrics, practices, and technologies. 

For metrics, what are the measurements to monitor and track to identify areas of improvement? Here are some examples: system or application up time, percentage of tickets proactively identified, number of changes implemented using automation, etc.  

62% of incidents are proactively detected.

For practices, we’ll be looking into the application of process-driven methods and procedures that identify the “what and how” of activities. Examples of practices include: having dedicated R&D resources for service technologies, ITIL v3/v4 alignment for service operations, and having a dedicated program management office for service transition.

57% Have a dedicated Program Management Office.

Managed services technology is currently one of the biggest areas of investment for MSPs. With the rise of AIOps and the increasing importance of data-analytics, we are seeing a revolution of digitization of service delivery. 

In a recent TSIA Service Insight, we published a paper called, “The Rise of AIOps” where we identify seven emerging technology areas that MSPs must invest in right now. Some of these include: orchestration, data analytics, automated discovery, and API-driven eBonding. 

53% Have eBonding capabilities to integrate with other systems.

Learn More About Optimizing MS Delivery at TSIA Interact

The Business Challenge Accelerator Session at TSIA Interact offers a unique opportunity to brainstorm with your peers, share your successes and your challenges, and document your key findings. TSIA will facilitate several breakouts during this session, document the key findings, and communicate the results back out to the community. Having done a number of these sessions myself, I can attest that they are fun and informative. If you or one of your peers is involved in the delivery of managed services, I highly recommend you register for this session. Availability is limited and the interest is high! I look forward to meeting you (virtually) at the session for optimizing managed services delivery!
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George Humphrey

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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