Managed services
From Wikipedia, the free encyclopedia. Not to be confused with Service management.
Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions to improve operations and reduce expenses.[1][2] It is an alternative to the break/fix or on-demand outsourcing model where the service provider performs on-demand services and bills the customer only for the work done.[3][4]
Under this subscription model, the client or customer is the entity that owns or has direct oversight of the organization or system being managed, whereas the managed services provider (MSP) is the service provider delivering the managed services. The client and the MSP are bound by a contractual, service-level agreement that states the performance and quality metrics of their relationship.[5]
Advantages and challenges
Adopting managed services is intended to be an efficient way to stay up-to-date on technology, have access to skills and address issues related to cost, quality of service and risk.[6][7][8] As the IT infrastructure components of many SMB and large corporations are migrating to the cloud,[9] with MSPs (managed services providers) increasingly facing the challenge of cloud computing, a number of MSPs are providing in-house cloud services or acting as brokers with cloud services providers.[10][11] A recent survey claims that a lack of knowledge and expertise in cloud computing rather than offerors’ reluctance, appears to be the main obstacle to this transition.[12][13] For example, in transportation, many companies face a significant increase of fuel and carrier costs, driver shortages, customer service requests and global supply chain complexities. Managing day-to-day transportation processes and reducing related costs come as significant burdens that require the expertise of Transportation Managed Services (or managed transportation services) providers.[14][15]
History and evolution
The evolution of MSP started in the 1990s with the emergence of application service providers (ASPs) who helped pave the way for remote support for IT infrastructure. From the initial focus of remote monitoring and management of servers and networks, the scope of an MSP’s services expanded to include mobile device management, managed security, remote firewall administration and security-as-a-service, and managed print services. Around 2005, Karl W. Palachuk, Amy Luby (Founder of Managed Service Provider Services Network acquired by High Street Technology Ventures), and Erick Simpson (Managed Services Provider University) were the first advocates and the pioneers of the managed services business model.[16][17]
The first books on the topic of managed services: Service Agreements for SMB Consultants: A Quick-Start Guide to Managed Services[18] and The Guide to a Successful Managed Services Practice[19] were published in 2006 by Palachuk and Simpson, respectively. Since then, the managed services business model has gained ground among enterprise-level companies. As the value-added reseller (VAR) community evolved to a higher level of services, it adapted the managed service model and tailored it to SMB companies.
In the new economy, IT manufacturers are currently moving away from a “box-shifting” resale to a more customized, managed service offering. In this transition, the billing and sales processes of intangible managed services, appear as the main challenges for traditional resellers.
The global managed services market is expected to grow from an estimated $342.9 Billion in 2020 to $410.2 Billion by 2027, representing a CAGR of 2.6%.[20]
Common managed services
In the information technology area, the most common managed services appear to evolve around connectivity and bandwidth, network monitoring, security,[21] virtualization, and disaster recovery.[7] Beyond traditional application and infrastructure management, managed services may also include storage, desktop and communications, mobility, help desk, and technical support. In general, common managed services include the following applications.
| Name | Functions | Providers |
|---|---|---|
| Information services | * Software – production support and maintenance * Authentication * Systems management * Data backup and recovery * Data storage, warehouse and management * Cloud transformation * Network monitoring, management and security * Human Resources and Payroll | IT managed services provider HCM Platforms |
| Business-to-business integration | * Supply chain management * Communications services (mail, phone, VoIP) * Internet * Videoconferencing | Internet service provider, Video managed services provider |
| Supply chain managed services[22] | * Supply chain planning, monitoring and control * Sourcing and procurement * Logistics and distribution | Supply chain managed services provider |
| Transportation[23] | * Daily transportation planning * Process execution and enforcement (freight audit/accounting & payment) | Managed transportation services provider |
| Marketing | * Marketing strategy, planning* Integrated marketing / advertising agency services(graphic design, copywriting, PPC, social media, web design, SEO) | Marketing managed services provider, outsourced marketing providers |
| Media | * Systems operation and support services * Broadcast managed services | Media managed services provider |
| Water[24] | * Water quality testing * Water storage and transfer systems management * Smart irrigation monitoring, scheduling | Water managed services provider |
| Power[25] | * Advanced metering infrastructure * Smart grid deployments | Power managed services provider |
Managed services provider
Definition
A managed IT services provider (MSP) is most often information technology (IT) services provider that manages and assumes responsibility for providing a defined set of services to its clients either proactively or as the MSP (not the client) determines that services are needed.[26][27] Most MSPs bill an upfront setup or transition fee and an ongoing flat or near-fixed monthly fee, which benefits clients by providing them with predictable IT support costs. Sometimes, MSPs act as facilitators who manage and procure staffing services on behalf of the client. In such context, they use an online application called vendor management system (VMS) for transparency and efficiency. A managed service provider is also useful in creating disaster recovery plans, similar to a corporation’s. Managed Service Providers[28] tend to prove most useful to small businesses with a limited IT budget.[29]
The managed services model has been useful in the private sector, notably among Fortune 500 companies,[30] and has an interesting future in government.[31]