Managed Services

Harness your organization’s full potential

Discover how TSIA can help guide the profitable growth of managed and XaaS revenue across your entire customer life cycle.
Read our latest report

A sample of the TSIA Managed Services community

How can your TSIA Managed Services subscription help you today?

10%

Less than 10% of managed services organizations are optimized for success.

Is yours one of them?
800+

There are over 800 organizational capabilities to be mastered for profitable growth in managed services.

Where do you stand?
15%

The top 15% of managed services providers have a 99% recurring revenue retention rate.

Want to learn how they do it?
28%

The top performers in managed services have a median operating income of 28%.

Want to learn how they do it?

Organizational strategy and structure

Formalize the critical roles and responsibilities required to operate and govern the managed services and XaaS business, with a focus on crucial P&L models and investment plans.

Offer portfolio and value engineering

Understand the organizational capabilities required for successful managed services offers. Learn how to evolve from product focused to value-centric, outcome-based offers.

Successfully selling value and business outcomes

Understand the most critical skills required to sell service-led, outcome-oriented offers successfully.

Scalable, data-driven digital delivery operations

Create a best practice delivery organization for managed services operations and learn about organization structure, standards, processes, tools, and technologies.

Customer success for managed services

Understand the roles and responsibilities of customer success functions in managed services, and identify practices to improve core metrics such as retention, expansion, and CSAT.
Explore deeper insights

Critical insights to transform your managed services organization

Navigating tough economic times

Where to cut back

Leverage signal liquidity
  • Analyze delivery operations data to identify and digitize complex or repetitive service delivery activities.
Reduce on-premises activities
  • Evaluate high-cost on-site functions to be executed through remote operations.
Rebalance resource distribution
  • Leverage insights to identify opportunities to properly balance resource distribution between high-cost and low-cost functions.

Where to find revenue

Evaluate offer portfolio for completeness
  • Identify gaps in offer continuum and introduce new offers that provide a complete continuum of services.
Monetize customer success
  • Monetize premium customer success for managed clients—especially large, complex, or multi-national companies.
Accelerate XaaS offers
  • Accelerate introduction of fully managed cloud and technology XaaS offers.

Staying ahead of the AI revolution

Task automation

Efficiently automate routine tasks, reducing manual intervention and allowing focus on more complex activities.

Predictive resource planning

Optimize resource planning by analyzing data, predicting demand peaks, and adjusting staffing, reducing overall costs.

Compliance monitoring

Automate compliance monitoring with AI for continuous, industry-specific tracking, minimizing risks and costs.

Check out TSIA’s latest and greatest insights

Proprietary data.
Real results.

From inquiry and expert guidance to data services, workshops, virtual advisory sessions, and interactive strategy reviews, we help you more efficiently align people, processes, and technology to your financial results.

Inquiry and expert guidance

Make informed decisions, identify gaps, and mitigate risk with the knowledge of our Research Experts.

Interactive strategy reviews

We’ll review and validate your strategies against proven data to help make sure your organization is on the right track.

Benchmarking

Track your organization against industry standards using a wealth of critical key performance indicators.

Virtual advisory sessions

Let our team customize a hyper-targeted plan for your organization, designed to tackle the challenges you’re facing right now.

Data services

Targeted quick polls and surveys showcase the latest industry trends so you can always see how your business compares.

The TSIA advantage

Efficiently tie people, process, and technology to your financial results with industry-validated best practices and guidance.
Understand what “good” looks like
Track the metrics that matter
Stay current on up-to-the-minute industry trends
See where the industry is headed
Tackle unique business challenges

Meet your research team

With over a century of collective experience, our Research Experts are here to make sure your business gets the most out of your Managed Services subscription.
Luke Ronkowski
Director, Managed Services Research

George Humphrey

Distinguished VP & Managing Director,
Offering and Delivery Research and Advisory

George Humphrey serves as the vice president and managing director of offering, delivery research, and advisory for TSIA. Touting more than three decades of technology business knowledge in the networking and communications space, Humphrey is a valued resource and advisor to many of the world’s most successful technology business ventures.

Humphrey has a long history of leading managed services product management, client management, systems engineering, tools and architecture development, sales, delivery operations, process definition, and global strategy. Prior to TSIA, he was responsible for introducing the world’s first voice/data converged platform. During his time with Avaya and Lucent, he launched the first globally standardized product realization processes, as well as service realization and lifecycle processes, transforming their business functions. Today he holds seven global patents in communications and networking.

As a research leader at TSIA, Humphrey’s insights are regularly leveraged by Fortune 500 companies through his advisory work, public speaking engagements, research reports, and publicly shared content on a variety of evolving business topics.

George Humphrey
Distinguished VP & Managing Director, Offering and Delivery Research and Advisory
Thomas Lah
Executive Director and Executive VP
Thomas Lah
Executive Director and Executive Vice President
Luke Ronkowski
Director of Managed Services Research
George Humphrey
Distinguished Vice President and Managing Director of Offering and Delivery Research

Supported by expert analytics and insights teams

Our Data and Research Analysts and industry insights teams are here to make sure your researchers have everything they need to help your business thrive.

Data Analysts

Skilled in automation, visualization, and data engineering, our Data Analysts scale and maintain TSIA’s data engines.

Research Analysts

Using rigorous statistical analysis, our Research Analysts identify and define the critical insights that fuel our research.

Data Journalists

Through data-driven storytelling and targeted interviews with member companies, our Data Journalists interpret and present our research analysts' findings.
“Benchmarking with TSIA gives our company a very strong set of actionable items.  It also gives us what we need for "Dare to Compare" ourselves against the other companies in the TSIA Managed Services membership.”
Jeff Todd
Director
“The TSIA benchmarking process supported our goals in prioritizing investments for improvement to become more effective and competitive.”
Laurie Harvey
Senior Director Product Management
“TSIA's exhaustive industry knowledge base [...] provided us with most of the strategic and operational performance metrics required for preparing both our defensive and offensive business case.”
Dilip Chathanath
Chief Digital and Global Business Services Officer

AI Frontiers in Managed Services: A Review of Current Investments and Roadblocks

Learn how to traverse the next large transformational stage in the managed services industry—“The Identity Crisis.”
Get the report

Essential resources to elevate your entire organization

Your free TSIA Portal account gives you access to the tailored insights, strategies, and tactics you need to grow your organization and career.

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These plans provide a range of services, including access to exclusive data, strategic support, and in-depth reviews and discussion with our Research Experts.
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For companies just starting to use data to make decisions and seeking to become industry-validated.
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We couldn’t do what we do without you. That’s why whether in-person, virtually, or both, we’re proud to connect you with a diverse and inclusive network of other industry professionals who have solved the same challenges you’re facing.
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TECHtonic: The TSIA Podcast

Join host Thomas Lah as he discusses tried-and-true strategies companies need to employ to stay relevant, get profitable, and succeed in the ever-changing technology and services space.
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