Blog to share our thoughts

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Is Shadow IT really the problem?

Today, applications are hosted everywhere – in public and private clouds and in enterprise data centers. Employees don’t think twice before signing up to them, consequently bypassing limitations and protocols in place from the IT department.

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Service managers first in the firing line

Commoditisation of the service provider marketplace is having a negative knock-on effect on revenue generation. And when revenue falls, it’s natural for providers to cut costs. Many providers are fighting to survive by doing exactly this whilst simultaneously investing money into developing new services to diversify revenue away from just network connectivity. In doing so, they run a huge risk by ignoring underlying issues that exist in current poor resource levels of customer service management.

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Avoiding the perfect storm

Whilst your revenue might seem predictable with managed services, undocumented or disconnected costs can easily be eating into your profit margins if not watched periodically.

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The advantages of bundled Managed Services

Standardised, bundled services allow service providers to demonstrate value in an effective, cost-efficient and straightforward way. Offering predetermined tiers (typically Bronze, Silver, Gold) that respond to different business objectives, deliverables and budgets simplifies the workload for the service provider and leads to greater productivity and profitability.

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Types of MSP models in play

In the era of Anything-as-a-Service, enterprises require service providers who are strategic partners and need to onboard those with capabilities to deliver end-to-end support. But with different MSP models currently in play, which is the best one to ensure both enterprise and MSP success?

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Transparency leads the way

Transparency is fundamental between service provider and customer. What’s generally missing is a shared picture of service reality. Both parties require clear evidence of the customer’s situation, providing insight so that the right action can be taken. To enable a service provider to become a strategic partner and trusted advisor to their customers, the solution is to offer a unique value proposition; changing the way the state of a customer’s network is reported and communicated so that it is both meaningful and presented in a format which they understand.

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