There are two main groups in the IT world – the ones who use unmanaged service support and the one who manage their unmanaged servers. You would think that the former would be a lot more advanced in their approaches, but the truth is that the latter is actually quite underestimated. This is because most people don’t even realize the amount of work that goes into server support and it can be a very daunting task to take on. This is why it is so important for companies who offer managed services support to make sure that all members of their team have basic knowledge of the basics of servers and what they are doing.
When looking into managed support services, you will find two types of support that most companies use. One is for an OEM, which stands for Original Equipment Manufacturer and the other is for an ISV, or an Independent System Designer. An OEM is a company that manufactures its own equipment while an ISV is one who designs and sells equipment based upon a license agreement. Most businesses use a OEM, however many choose to use an ISV, because they can customize hardware according to their specific needs. It is therefore important for an ISV to know about the basics of managed servers, which includes servers that are based on an original manufacturer’s specifications and servers that have been designed for specific customers.
Once an IT manager or a group leader realizes that they need some help with their unmanaged servers, the next step is to determine what type of assistance is needed. Usually an OEM will look to the managed service support that they already have in order to help them in this process. This may include help desk personnel, IT professionals, or any other in-house staff. They will however, have to make sure that all of this staff understands all the basics of servers and what is required of them. To do this, they will look at traditional support model, which includes a trained technical specialist or expert who is always on hand to solve problems and help users.
Now an ISV has to decide which type of managed service support they will provide. If they go with an OEM then they will be providing the same benefits as an OEM, but they will also be using their own expertise in the industry leading equipment. They will however, have to make sure that they implement their best practices so that they can provide better solutions to their users. For instance, if they are using traditional in-house staff then they will need to learn about the different servers and their roles within an organization. They will also have to learn about the latest industry leading technology and tools that are available to them.
Once they understand how things work under the managed service support umbrella, then they will be able to provide a better solution to their users. One of the things that they will learn is how to provide the best managed service support by taking into consideration the different hardware that an organization uses. This includes peripherals such as printers and scanners. They will also need to understand where the weaknesses are in their systems so that they can correct them before they cause problems. This will allow for better satisfaction from their users and customers. When this is realized then the next step will be to implement a plan that will include training of their staff as well as educating them on the different facets of the industry-leading technologies and tools.
To implement full time service desk performance, then a company will want to find the top rated vendors to partner with. By choosing vendors that are industry leading, then a managed service support provider will be able to provide the solutions that the organization needs. Some of the providers will also provide the consulting services necessary for the organization to ensure that they implement the best practices around the clock. The consulting service will allow them to spend more time on building relationships within the community and helping to grow their businesses instead of having to worry about peripherals.
Once the organization has chosen vendors that meet all their requirements, then the real work begins. There are two things that can really make a difference in the long term success of a managed services provider, these are proactive measures and industry leading technology. Providers should implement strategies that work to reduce costs and increase productivity. The proactive measures that are implemented will be geared towards reducing the number of callbacks and fixing the core cause analysis. When a company implements the latest technology, then this will go a long way in improving the quality of the service provided and making the end user more satisfied with the end result.
In order for a managed support provider to be successful in the IT managed services space then the organization will have to be proactive and look at each of the small details that can impact their performance in a big way. Technology is only one of those details, but it is an essential component of the managed services provided. When a managed service provider invests in the latest technology then they will be on the cutting edge of providing customer support, which will improve the quality of the end product. Implementing the right set of strategies will improve performance, reduce cost and increase profitability.