Can Your Managed Services Company Offer More Than Just IT Managed Services & Help Desk Services? Exploring Additional Value-Added Services

Managed service companies have conventionally centered their offerings around IT managed services and help desk support, focusing on maintaining IT systems and infrastructure to ensure efficiency and reliability. However, the evolving landscape of business needs and technological advancements have broadened the potential scope of services these companies can offer. While IT and help desk support remain crucial, there is a growing opportunity for managed service providers to enhance their portfolio by introducing services that support the technology and empower the overall business strategy.

To stay competitive, managed service companies look at integration with business intelligence and analytics, compliance with industry standards, and custom software development tailored to specific client needs. From providing strategic project management and support to facilitating advanced communication and collaboration solutions, these expanded offerings can translate into better alignment with the clients’ objectives. They bridge the gap between traditional IT support and comprehensive business growth support, positioning managed services as a critical partner in a company’s success.

Key Takeaways

Managed services can extend beyond traditional IT support to offer strategic business solutions.
Integrating advanced services enhances overall business efficiency and compliance.
Expanded offerings strengthen client relationships by aligning with long-term business goals.

Expanding Beyond IT Managed Services

Managed services providers (MSPs) increasingly offer value that transcends traditional IT and help desk support. They are now positioned to provide strategic guidance, advanced cybersecurity measures, and versatile cloud solutions.

Strategic Business Consulting

An MSP can act as a strategic partner, aligning IT services with the long-term business goals of a client. They offer critical insights and planning advice to enhance operational efficiency and foster business growth. For example, by analyzing the client’s business processes, MSPs can identify areas for automation and improvements.

Cybersecurity Advisory Services

As cyber threats evolve, MSPs provide cybersecurity advisory services that go beyond simple malware protection. They craft tailored cybersecurity strategies, incorporating advanced threat detection and response mechanisms and compliance management to safeguard sensitive data and maintain trust.

Cloud Services and Solutions

MSPs deliver robust cloud services, assisting businesses in navigating the complexities of cloud migration, integration, and management. They specialize in designing and implementing scalable cloud infrastructures, ensuring responsive and secure cloud environments tailored to clients’ needs.

Help Desk Services Enhancement

Managed service companies are evolving to cater to sophisticated IT environments, translating into enhanced help desk services offering more than basic support. They recognize the need for advanced technical support, continuous monitoring with rapid incident response, and empowering users through training.

Advanced Technical Support

Managed help desk services now often incorporate advanced technical support to address complex IT challenges. They provide expert assistance with specialized software, hardware, and network issues that require in-depth technical knowledge. Service providers proactively update their knowledge bases and skill sets to keep pace with the latest technological advancements, ensuring current and effective solutions.

24/7 Monitoring and Incident Response

Continuous monitoring of IT infrastructures plays a pivotal role in help desk enhancement. Managed services include:

24/7 incident detection: Quick identification of issues to minimize downtime.
Proactive problem resolution: Immediate response to incidents before they impact business operations.
Regular system audits: Scheduled checks to maintain optimal performance and security.

This approach ensures service desks can provide support immediately and manage incidents effectively, regardless of when they occur.

End-User Training and Empowerment

An indispensable component of modern help desk services is the focus on end-user education. Managed service providers offer:

Customized training programs: Tailored to the organization’s specific tools and software.
Self-help resources: Knowledge repositories such as FAQs, tutorials, and guides.

These initiatives aim to reduce the number of support tickets and enhance overall productivity by enabling users to resolve simple issues independently.

Integrating Business Intelligence and Analytics

Managed services companies expand their offerings beyond traditional IT support by incorporating business intelligence (BI) and analytics. This enables clients to leverage data-driven insights for strategic decision-making.

Data Management Strategies

A robust data management strategy ensures that an organization’s data is accurate, consistent, and accessible. Managed services providers (MSPs) can assist by setting up data warehouses, ensuring proper data integration, and maintaining data quality. This structured approach to data management serves as the foundation for actionable business intelligence.

Custom Analytics Tools Development

MSPs have the expertise to develop custom analytics tools tailored to the specific needs of a business. These tools help analyze data to discover patterns and trends. Using programming languages such as R or Python, MSPs can create specialized applications that allow businesses to process and visualize their data efficiently.

Performance Metrics and Dashboards

Performance metrics and dashboards are crucial for monitoring and communicating key business indicators. Managed services companies can design and implement dashboards that provide at-a-glance views of performance data, which in turn supports rapid, data-driven decisions. These dashboards often integrate real-time data, offering a dynamic tool for businesses to assess their performance and adjust strategies accordingly.

Compliance and Industry Standards

Managed service providers (MSPs) extend their services beyond IT management and help desk support by facilitating adherence to industry standards and regulatory compliance. Their expertise helps to navigate the complexities of compliance, which is vital for businesses to operate legally and securely.

Regulatory Compliance Assistance

Managed services companies assist organizations in complying with various governmental regulations, which could include, but are not limited to, GDPR, HIPAA (US), PIPEDA (Canada) or SOX. They provide services like:

Data Protection: Implementation of encryption and malware protection.
Audit Readiness: Preparing businesses for compliance audits through regular vulnerability scanning and patch management.
Reporting: Keeping accurate records for regulatory bodies.

Industry Best Practices Implementation

In industry best practices, managed services providers promote security and efficiency. Key implementations typically involve:

Security Protocols: Firewall setup and intrusion detection/prevention to safeguard against unauthorized access.
Procedure Optimization: Aligning operational processes with industry standards to maximize productivity and security.
Continuous Updating: Ensuring security measures and operational practices are current with industry developments.

Custom Software Development

Managed Services Companies (MSCs) are broadening their scope beyond traditional IT support to include custom software development services. These services not only support operational efficiency but also deliver bespoke solutions catering to the unique demands of their clientele.

Tailored Application Solutions

Custom software development offered by MSCs is characterized by its adaptability to meet specific client needs. Tailored application solutions are devised to align with the client’s business objectives, providing functionalities that are not available through off-the-shelf software. Services typically include:

Design: Crafting the application to fit the particular workflow or business process.
Development: Writing and compiling the code to create the application.
Testing: Rigorous assessment to ensure the software runs smoothly and meets requirements.
Deployment: Setting up the software in the client’s environment for use.
Maintenance: Ongoing support and updates to the software.

Integration with Existing Systems

A key aspect of custom software development by MSCs is the integration with existing systems the client already has in place. This ensures seamless workflow and data exchange between the new custom software and previous installations. Integration services involve:

Compatibility Analysis: Ensuring the new system works with legacy systems.
Data Migration: Securely transferring data from the existing systems to the new one.
API Development: Creating application programming interfaces for better connectivity.

Through custom software development services, MSCs support enterprises in their quest for digital transformation, providing them with the tools they need to thrive in today’s competitive landscape.

Project Management and Support

Managed services companies are expanding beyond traditional IT support to include comprehensive project management and support services. These services assist organizations in planning, executing, and managing IT projects effectively.

IT Project Planning and Execution

Managed services providers offer IT project planning and execution to help organizations define project scope, establish timelines, and allocate resources appropriately. They typically provide:

Structured Planning: Implementing proven methodologies like PMI’s standards to outline the project’s lifecycle.
Execution Frameworks: Leveraging robust tools and practices to monitor progress, manage changes, and maintain project momentum.

Resource Allocation and Management

Resource allocation and management are crucial in ensuring that the right personnel and tools are available to meet project objectives. Managed services companies optimize this through:

Skills Assessment: Matching project requirements with the skill sets of available professionals.
Resource Optimization: Ensuring efficient utilization of resources through allocation tables and management software to prevent bottlenecks.

Communication and Collaboration Solutions

Managed Services Companies (MSCs) are not limited to IT and Help Desk services; they also offer robust Communication and Collaboration Solutions. These services are designed to equip businesses with the tools needed for efficient and effective team interactions, especially in today’s highly distributed work environments.

Services typically included:

Voice: Secure and reliable voice communication channels, including VoIP solutions.
Data: Seamless data sharing and management systems for timely information exchange.
Video: High-quality video conferencing tools to facilitate remote face-to-face meetings.
Collaboration: Real-time collaborative platforms integrating chat, file sharing, and project management functionalities.

Benefits for businesses:

Enhanced Productivity: Collaborative tools and unified communications systems drive team efficiency, regardless of geographic locations.
Scalability: Solutions can be scaled up or down depending on the company’s needs, offering flexibility for growth or restructuring.
Expertise: MSCs provide specialized knowledge outside the internal team’s capabilities, ensuring a professional implementation and management of communication tools.
Continuous Support: Round-the-clock support minimizes downtime and technical issues, keeping communication lines open.

By incorporating these solutions, Managed Services Companies help streamline a business’s operations and contribute significantly to coordination and productivity, all while allowing organizations to maintain a more focused approach to their core activities.

Client Relationship Management

In today’s competitive landscape, managed services companies extend beyond IT managed services and help desk services by emphasizing Client Relationship Management (CRM). They recognize that CRM is a pivotal element to their success, as it involves strategically managing interactions with clients across various touchpoints.

A robust CRM strategy empowers a managed services company to:

Understand Client Needs: A company can tailor its offerings to meet specific client requirements through data analysis and personalized communication.
Foster Trust: A managed service provider strengthens client trust by consistently delivering on promises and providing value-added advice.
Improve Client Retention: Effective communication and proactive problem-solving increase client satisfaction and loyalty.

Best Practices

Practice	Description
Data Analysis	Utilize CRM software to gather actionable insights into client behavior and preferences.
Personalized Interactions	Customize communications to address the unique needs of each client.
After-service Support	Provide continuous support and guidance, going beyond the resolution of immediate issues.

Managed services companies should integrate CRM into every aspect of their operations. They can leverage CRM software solutions to maintain a centralized system for tracking and storing customer information. By doing so, they ensure teams have the necessary insights readily available, facilitating informed decision-making and fostering long-term client relationships.

Contents