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Best Practices in Managed Services
By Rachel Fabro, staff writer
Managed services providers (MSPs) are finding new opportunities to promote their services as more companies are looking to utilize managed services. MSPs are looking for the best way to present the value of their services to help build the success of their business.
Managed Services Best Practices for Profit-Minded Service Providers, a CompTIA research study released October 2007, aimed to help service providers understand and utilize different opportunities by focusing on best practices of successful MSPs. The study highlighted over 20 best practices MSPs can utilize when creating and maintaining managed services. These practices can help both MSPs who are just starting out as well as the seasoned provider.
Best Practices
The most important best practice, as highlighted in the research study, is to stay the course. MSPs must be ready and willing to commit to the course they are embarking on. Success won’t come in weeks or months, but it could take years, and MSPs must be ready to invest time and energy into building and maintaining their services.
Committing to stay the course will give the MSP opportunities to launch new services, expand on their services, build and maintain relationships with customers, and adjust their services according to the feedback they receive from customers.
Service providers should not be surprised to face opposition from their employees as they implement a managed services plan. Another best practice is to make sure that every employee agrees with the new direction. It may be difficult for some technicians or other employees to adjust to a different business model. If employees are not totally comfortable with the managed services idea, customers may catch on and be hesitant to use the services.
Participating in associations is another important practice that MSPs should use. An association is an important resource for support, updates in the industry, sharing ideas and networking. Associations can help new MSPs avoid mistakes through updated research and news, others’ experiences, events and other resources and tools.
Sell only what can be delivered. Providers should not promise more than they are capable of, and they should not commit to a service they are not prepared to provide. Sticking to what can be delivered can help build credibility and trust in services that are delivered well.
Maintain a well-defined customer base. It is easier to serve customers who have similar needs. It will also keep a MSP from stretching their services too thin and will help avoid major problems if a situation arises where the provider is not able to deliver on the services promised.
Customers may not always see the value in the services they are receiving. MSPs who communicate the value of managed services through reports show the customer how the services are benefiting their performance and their bottom-line.
Another best practice successful MSPs utilize is branding the service for differentiation. If services are just referred to as “managed services” providers risk losing value and the perception that the services are unique to their customers. Once the customer base has been defined, look at the customer needs and concerns and brand the services accordingly.
For a summary of this report, which lists more best practices for MSPs, visit the research section of FocusOnMSP.com. The complete report is available to CompTIA corporate members by logging into the CompTIA Members Only Area.
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