Webinar: Roadmap to Implementing Managed Services

WEBINAR Roadmap to Implementing Managed Services
ksmconsulting.com© 2017 KSM Consulting, LLC
Roadmap to
Implementing
Managed
Services
How to find and select
the right managed
service provider

Director of Technology
• Leads the technology team in developing innovative
solutions to today’s complex technology challenges
• Graduate of Rose-Hulman Institute of Technology
(Bachelors), Purdue University (Masters), Stanford
University (Masters), and IE Business School (MBA,
Madrid, Spain)
• Design Thinking Facilitator
• Certified Project Management Professional
• Fun fact: Was on The Price is Right showcase
showdown back in the Bob Barker days
• Twitter: @caswelmo
Mark Caswell

Agenda
What is Managed
Services?
Is Managed Services
right for you?
How to select a great
MSP
Making the most out of
your MSP relationship
WEBINAR
1.
2. 4.
3.

What is managed services?

IT Managed Services
“Managed Services is the proactive management of an IT
(Information Technology) asset or object, by a third party typically
known as a MSP, on behalf of a customer. The operative distinction
that sets apart a MSP is the proactive delivery of service, as
compared to reactive IT services.”
- MSPAlliance
(International Association of Cloud and Managed Service Providers)
Overview

Managed Services Poll
What are your day-to-day IT frustrations?

Top Five Benefits
1. Stability and reliability of IT environment
2. Security of IT environment
3. Decreased IT costs
4. Improved end-user experience
5. Renewed focus on strategic initiatives of the
organization
IT Managed Services
CompTIA found that
improving the efficiency and
reliability of IT operations
was a main driving factor for
going with an MSP for 56% of
companies with 100 or more
employees and 47% of
companies with fewer than
100 employees.
- CIO.com

What services are provided?
• IT Helpdesk Support
• Proactive Infrastructure
Monitoring and Maintenance
• Vendor Management
• Security Management
• IT Strategy
• IT Governance and
Documentation
• Transparent Dashboard and
Notification System
• Environment Status Updates
Managed services can encompass any combination of the following:

Differentiating the different MSP flavors
Bare Bones
Minimize scope to focus on cost
MSP + Security
Security mindset and tools
Strategic MSP
High value for growing or
changing organizations
Standard MSP
Support users and proactively
monitor and maintain
environment
MSP + Platform
MSP provides the technology
platform

Is managed services right for you?

Is managed services right for you?
When NOT to Choose Managed
Services
• Your IT team is doing a great job
across all areas, at the right cost!
• Extremely specialized needs
• Positioned to overpay
(find a partner to help you simplify and
standardize first)
When to Choose Managed
Services
• Technology is a continuous challenge
• Need to reduce business risk
• IT costs are higher than they should
be
• Security or compliance requirements
• Need to focus your team on strategic
initiatives

Cost Savings of Managed Services
• Efficiency
• Process
• Documentation
• Shared
Resources
• Highly Skilled
Resources
Keys to Cost Savings$20% to 50%
cost savings via managed services.
Hidden cost considerations: high impact to user
productivity, mobile worker capability, and more

Elimination of Common
IT Issues
• Outages
• Misaligned technology
• Long support wait times and low quality
• Unpatched and out-of-date servers
• Security breaches
• Employee turnover or single point of failure
IT risk reduction relative to:

Renewed Focus on Strategic Initiatives
Reactive fire fighting can eat up the entire
day, leading to an organization that can’t
focus on initiatives that become business
differentiators.
Get your team back to work on:
• Deeply engaging with your
business leaders and users
• Innovating new solutions for your
customers
• Mission-critical technology
architecture and implementation
• Business growth

Improved Cybersecurity Posture
Improperly maintained IT systems are
often a critical flaw in an organization’s
cybersecurity posture.
Cybercriminals are lazy!
Don’t be the easy target.
Limit your security risks
• Phishing attacks
• Network vulnerabilities
• Server vulnerabilities
• Failed backups
• Insider threats
• Viruses, malware, worms, and trojans

How to select a great MSP

• Extend your breadth and depth
• Assistance with strategic technology
decisions
Strategy and Thought
Leadership
• Technical excellence
• Industry specific compliance
• Regular status updates on environment
Stability and Security of
IT Environment
• Proactive maintenance and
management
• Helpdesk support to leave you to higher-
level strategic work
Elimination of Day-to-Day
IT Challenges
“In an increasingly competitive
market, selecting the right partner is
more complex than ever.”
What to look for in a
managed service
provider

Uncovering the right provider
Strategy and
Thought Leadership
• What do you think would be the
most critical technology drivers of
our business growth?
• Upon introducing new technology to
a business, how do you ensure
successful end user adoption?
Elimination of Day-to-Day
IT Challenges
• What metrics are used to track
client service and how do you
perform on them?
• How will our team communication
to ensure resolution of common
day-to-day IT challenges?
Stability and Security of
IT Environment
• What does proactive monitoring
and maintenance mean to you?
• What tools will you use to manage
my environment?
• What documentation will I receive?
• Are we consistently in contact with
the same resources on your team?
Ask these questions to get the conversation started in uncovering the right provider for your organization.

More Questions to Ask
• What is in scope? What is not in scope?
• What do you do on off hours? What if I have an emergency on a Sunday?
• What are your customer service metrics?
• How much do your clients spend beyond the base contract? Why?
• How many employees do you have? How many clients do you serve?
• Can I see my tickets and the work that has been completed on them?
• What is my escalation path for issues?
• What is the exit plan? Can I get my systems and data back?

Making the most out of your
MSP relationship

Making the most out of your MSP relationship
How do you build a long-lasting,
successful relationship with your
managed service provider?
Success for the Long Run Requires:
• Trust and Transparency
• Process Alignment
• Setting Expectations
• Communication
• Leveraging Expertise

Tips on building trust and transparency:
• Ask questions along the way.
• Maintain an open mind about solutions and
technology.
• Be open, honest, and proactive about business
and technology challenges.
• Bring a strong desire to align technology with
overarching business strategy.
Trust and Transparency
“All great relationships are
built on a foundation of trust,
which must be earned up
front and nurtured over time.”

Tips on process alignment:
• Share how your organization most effectively
communicates.
• Establish protocols for helpdesk requests
across the organization.
• Communicate process changes prior to
implementation.
Process Alignment
“Every managed service
provider is unique and so are
their processes, procedures,
documentation, and
communication styles.”

Tips on setting expectations:
• Share and agree upon expectations at the
onset of the relationship.
• Clearly articulate changes in expectations
throughout the relationship.
• Ensure your MSP remains accountable to the
defined expectations.
• Allow your MSP room to adapt and also be
willing to adapt your organization.
Setting Expectations
“Be sure to think through
what expectations you will
bring to the table and
establish how the MSP will
meet or exceed to ensure
long-term success.”

Tips on effective communication:
• Establish a main point of contact.
• Respond in a timely manner (generally within
24 hours pending the severity of the situation).
• Maintain proactive communication regarding
business changes or IT challenges as they
arise.
• Build bridges to your internal IT team (if any) to
ensure a one-team approach.
Communication
“Communication, when
proactive and timely for both
parties involved, is the
anchor that allows great work
to get done.”

Tips on leveraging expertise:
• Share your business goals and ask for input.
• Have a minimum of quarterly strategy
meetings.
• Ask to talk to the boss.
Leverage Expertise
“Your provider should help
extend your breadth and
depth. Lean on them to help
make strategic technology
decisions.”

Feel free to submit questions in the chat box on your
screen or unmute and ask your questions aloud.
Webinar: Roadmap to Implementing Managed Services
Questions?

Thank you for attending!
Monitor your inbox for a
recording of the webinar
as well as our guide,
“Managed IT Services:
Building a Relationship
for the Long Run.”
Mark Caswell
P: 317.452.1700
E: mcaswell@ksmconsulting.com
T: @caswelmo
www.ksmconsulting.com

Webinar: Roadmap to Implementing Managed Services

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