Today’s digitally-focused customer thinks and behaves differently from the preceding generations. Customers increasingly want opportunities to implement more self-service processes and have autonomy over their infrastructure operations. Managed Service Providers need to align their methodologies to meet the needs of this new breed of customer. The key to meeting these needs is by configuring a managed service with a judicious mix of on-premise and off-premise IT infrastructure, combined with the flexibility to allow customers to manage it themselves.
More power to the customer Self-service platforms were once considered too technical for everyday customers to understand and effectively manage. But according to research from Forrester, today’s customers increasingly prefer self-service as the quickest route to resolution for their business’ needs.
Managed Service Providers of the future must work towards providing a self-service module that will give customers the tools they need to quickly adapt to the dynamic business requirements in small tasks initially like generating their reports, tending to their complaints, etc. With flexible and controllable solutions, time will not be wasted waiting for the MSP to process and provision the service for them.
The self-service approach gives customers the ability to self-manage, and also ask experts whenever their expertise is required. This approach does not only does helps reduce costs for both the businesses and managed Service providers, but it can also enable efficiencies from an operational standpoint.
Customers can have greater control over their decision making and efficiently manage their scalability, capacity augmentation or decommissioning servers at any time. This method allows for greater business agility and flexibility across their organization. By providing the requisite infrastructure to customers to help them execute as much as possible, MSP’s can also free up customer’s staff and operations to enable the highest productivity as well, helping them dedicate full resources to priority requests and customer growth. Challenging yet Beneficial
The demand for constant updating is becoming increasingly challenging and expensive to maintain. By implementing a self-service and automation model, Managed Service Providers can enable customers to manage efficiently and pay only for what is required and used, avoiding costly under- and over-provisioning enabling a more responsive, secure, cost-effective and high-performance environment for the customer.
But, that doesn’t mean that the demand for Managed Service Providers will decline. In fact, the scope of managed services will expand from helping customers allocate resources, all the way through to configuration and pieces of advice as well as application-specific services that can help customers derive greater value from their hosted solutions. In fact, putting some of the power back in the hands of the customers could be just as impactful for MSP’s as they are for the businesses that use them. This will enable the staff to work across more complex, and value added technical challenges achieving greater IT efficiency and business transformation.
A self-service and automation approach will be the way forward for the MSP of the future, handing the baton back in the hands of customers to help boost business and operational agility on both sides of the equation.
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Subhash Dubey VP-Strategic Accounts @YASH Technologies
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Subhash Dubey July 28, 2017