The IT services industry has continued to grow in the backdrop of high demand for innovative solutions across all industries. Global spending will surpass $1.1 trillion in 2021, which reflects a 9% increase from 2020. Managed services account for much of this spending with managed service providers (MSP) at the heart of the impressive growth.
MSPs make up the largest part of the IT service industry, delivering an extensive host of IT solutions from data storage, Networks and Infrastructure, security, Software as a Service (SaaS), communication services, support, and other essential business solutions. But in today’s fast-paced business environment, client demands change rapidly and MSPs have to adapt quickly to these changing market needs.
MSPs struggle to offer multiple IT Services, and this causes challenges in meeting clientele’s requirements. To overcome this challenge, IT service providers now heavily rely on Remote Monitoring Management (RMM) tools. With RMM, MSPs seamlessly manage clients’ needs remotely and resolve any issues.
While RMM solutions can ease most of the challenges in your MSP, they come with multiple challenges. If you want to move to the next level of IT service management, optimize your systems to overcome myriad challenges with RMM solutions such as inability to scale, weak automation protocol, weak reporting, and complexity of the technology. This post explores how you can leverage unique solutions to go beyond RMM and towards IT service management (ITSM).
As a managed service provider (MSP), you have a daunting task on your hands to meet diverse clientele needs. Your clientele probably spans multiple industries across different time zones. With a clientele base this wide, you would have to devote a lot of resources to guarantee reliable service delivery.
The traditional break-fix model that MSPs relied on no longer works. You can’t have someone physically visiting your clients’ offices to sort out technical hitches. This is where a dedicated Remote Monitoring Management (RMM) tool. RMM software is integral to network management and asset monitoring by MSPs. Your team gets tools that allow visibility over connected endpoints (client’s devices/networks). With RMM solutions, you can effectively monitor everything that happens on your managed networks and consider the action to improve network performance.
A dedicated Remote Monitoring Management (RMM) tool helps your company standardize connected IT assets and ensure optimal performance. Your IT experts can remotely check on the connected IT assets and evaluate their performance against the standards.
Two of the biggest complaints against MSPs have always been poor response time and downtime. With the best RMM solutions, your IT professionals can now monitor systems, track issues, allocate tasks, and automate maintenance jobs. With this efficient technology, you have all assets under your watch in your control. You gain insight into how your managed networks and assets perform, and carry out maintenance work remotely.
For managed IT service providers, RMM software is a godsend in improving the customer experience. It’s easier to maintain the best SLA levels through ongoing remote maintenance of managed networks. More importantly, MSPs can meet the stringent compliance standards in the industry through improved network performance, remote monitoring, and network security.
With the agents installed on the client’s system, your MSP has real-time data on which to base its decision. Reporting and analytics are two of the major benefits of leveraging RMM solutions. Ultimately, the constant stream of data helps to:
With IT service management (ITSM), an organization can leverage the complete range of benefits from information technology. This is a popular concept in managed IT services, with the principal goal being to deliver maximum value to the IT services consumer.
The key players in ITSM are the MSP, end users (employees and customers using), and IT services offered by the MSP (from applications, hardware, and infrastructure), quality factors, and the costs. Managed services providers (MSPs) work with clients to deliver a host of IT solutions to meet the needs of such clients through a mix of IT solutions, people, and processes.
Unfortunately, MSPs still consider ITSM basic IT support, which means these service providers don’t harness the full potential of this IT concept. If you embrace ITSM in your organization, you have your IT teams overseeing all IT assets from laptops and servers to software applications.
ITSM doesn’t just focus on the final delivery of the IT services but spans the life-cycle of an IT service. An MSP works with the client from the conceptualization of the strategy, design, transition up to the launch/live operation of the service and maintenance.
Unlike RMM, ITSM goes beyond detecting and resolving day-to-day issues on a client’s system. As an MSP, your IT team is integral in service delivery and handles end-to-end management of these IT services. You can leverage different ITSM tools to manage such services effectively.
While most MSPs are comfortable using RMM for enhanced service delivery, ITMS can make life easier for your IT team with structured delivery and documentation. If you implement ITSM for your managed services company, you streamline operations and save on costs with predictable operations.
Another way MSPs are leveraging ITSM is in decision-making. One of the most challenging roles of an IT manager is to make decisions on the fly. Implementing ITSM gives the team actionable IT insights into your operations. You have more control over your organization which helps in better decision making.
There’s a need for the next-gen MSP to move from RMM to ITSM. Some benefits for this shift include:
For a managed services provider, ITSM is essential in the highly competitive industry. You can leverage the best ITSM tools to improve productivity, deliver higher quality services, and much more. For this reason, continuously improve your ITSM strategy.
Below are some ideas you can integrate into your system for better IT service management:
One of the main advantages of the ITSM platform is the reduction of IT costs. Most businesses that would like to harness the immense benefits of IT solutions can’t because of the associated high costs. With ITSM, organizations can now take their operations to another level by integrating a whole range of IT solutions.
With the competitive nature of the IT industry, MSPs have to identify innovative solutions to cut costs. ITSM helps in cost reduction through higher employee productivity, streamlined business processes, and reduced cost of IT systems.
Some tactics that can help reduce costs with ITSM include:
MSPs face an enormous challenge in service delivery, and this is where ITSM automation comes in handy. By automating business processes, you improve service delivery, cut costs and more importantly, save time. Time is an invaluable asset in the IT service industry and can make or break your organization.
Automating with ITSM streamlines repetitive tasks from your operations and eliminates redundancy. Automating these functions also enhances the quality of service and boosts the customer experience.
You can also make faster transitions in your business in case of changes when you automate ITSM functions. Other benefits include:
ITSM promotes collaboration between IT and security systems. When these two components work together, there’s improved security through automatized alerts, identifying potential risks, faster resolution of security threats. All these give your clients peace of mind.The IT service industry is volatile and fast-paced, with innovations and solutions emerging every day. To survive in such a turbulent business landscape, your managed services company must adapt fast and embrace the latest solutions. While RMM solutions have served MSPs for a long time, the next-gen MSP has to embrace IT service management (ITSM) solutions to survive. ITSM guarantees better service delivery, reliability, higher productivity, advanced security, cost reduction, and other benefits that give your MSP a competitive edge.
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