Automation is Critical to Boosting Productivity and Achieving Service Levels

Date: December 15, 2014

Author: John Ragsdale
George Humphrey

Technology is incredibly important to managed services operations. Various platforms and applications are required to understand customer history, account entitlement and consumption, and to monitor remote customer equipment for errors or outages. TSIA has identified 24 separate application categories recommended for highly productive, scalable managed services, including core infrastructure technology, productivity tools, tools to understand and track customer behavior and satisfaction, and technology for managed services delivery. In this report, TSIA Research defines the recommended technology stack for managed services and lists the top-installed vendors in each technology category. Managed services executives should understand which enabling technology components are already well adopted, as well as emerging tools that may provide a boost to operational and financial metrics.

Applicable Disciplines:
Managed Services

managed services, technology, ITIL, remote monitoring, service catalog

Functional Areas:
Engineering,Marketing,Operations,Partner Management,Research,Sales,Service Delivery,Strategy

Consumer Technologies,Enterprise IT and Telecommunications,Healthcare and Healthcare IT,Industrial Equipment