The earlier installations of this series discussed how to successfully establish and run your managed service. This final post takes a look at how managed services add value to your business, as well as how they can be improved, and why Spur is an excellent choice to run your managed service.
Always aim to improve
A managed service brings value to a company in several ways:
- Cost efficiency
- Process improvement
- Innovation opportunities
To add even greater value, look for ways in which a managed service can improve your business and surpass the bare minimum expectations. At Spur we maintain consistent leadership involvement on each managed service engagement we run to constantly look for ways to provide greater value.
We help our clients run all their business processes better. Achieving bare minimum is never the goal – exceeding that bar is where Spur sets our standard.
Involving our leadership ensures insight into everything our client is doing – how they allocate their team members, manage their budget, organize projects, etc. With this high degree of visibility we’re able to explore and identify how we can help them improve these processes.
Always have a transition in place
A critical component of any managed service is the ability to roll resources on and off at any given point in the managed service life cycle without causing friction. We know life happens: promotions, burn-out, personal conflicts. Transition processes need to be built ahead of time and executed quickly and efficiently, even at a moment’s notice so that your managed service continues to run smoothly, no matter what.
Imagine: you work for a large tech company and you have decided to bring on a vendor team to help you keep things running properly so you can meet your goals. But one of the lead members on your vendor team has a family emergency and must take an immediate leave of absence. That person had the majority of their ideas and notes on scattered papers or in their head. They were the only person on the team that knew the processes well, but didn’t document any of those details.
You never want to be in the position of asking “what now.”
It’s the responsibility of the managed service provider to ensure disruptions - anticipated or not - don’t jeopardize the work and client relationship.
Here are some basic guidelines to ensure you’re never left in the lurch during your managed service engagement:
- Make sure every step is documented. If the lead member from our example had documented what each service process involved, a replacement could have easily filled in, picking up where things left off.
- Understand how your MSP brings resources on and off. It’s crucial to understand how to distribute resources logically and efficiently. Is there a team with idle members? Reallocate them to an area with greater need. You can always move those members back later if you need.
- Look for improvements. Your process may be good, but could they be better? Improving processes ensures that resources are being used most effectively and that transitions will be cleaner. Transitioning will be difficult if the processes are ineffective and unclear.
With the growing demand for managed services, you have the benefit of being selective when choosing a provider. If you are considering a managed service engagement, pick the company that is willing and able to drive efficiencies, and demonstrates smooth process transitions to deliver value beyond just meeting SLAs and KPIs.
Want to know more about managed services? Contact The Spur Group at http://www.thespurgroup.com/contact to get a jumpstart on your projects.