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COVID-19 has forced all industries to rethink how they work. Now that remote and hybrid work are the new norm, enterprises are concerned about running into technical issues that could hamper productivity. Customers expect MSPs to maintain a unified IT service delivery and keep the technology they depend on running smoothly at all times. Having customers lose access to their emails or back up files is an MSP’s worst nightmare.

Implementing new services, tools, and software is necessary for remote and hybrid work to remain as or more efficient than the traditional work model. While new tools and technologies bring new problems, the stakes become higher. MSPs need to make sure they can mitigate risks, deliver value quickly, and deploy changes in a consistent manner.

There are three key considerations for adopting unified IT service delivery. These include: streamlining and automating IT management processes, the pre-implementation processes, and evolving the technology usage as the market changes.

Streamlining and automating

Streamlining and automating your approach to IT management allows your organization to divert time, money and manpower to different issues, as all endpoints can be consistently monitored, minimizing customer outages and interruptions while maintaining high-end security.

By delivering a centralized vision of the entire IT service management (ITSM) environment, today’s unified management solutions bring together every element of an MSP’s software stack – monitoring, management, backup, and access – onto a single platform that makes it easy to handle a myriad of complex daily tasks from a single dashboard.

This centralized vision enables faster service deployment, overall quality enhancements and speed to all service delivery platforms. It also allows MSPs to seamlessly administer their evolving operations while giving their technicians the tools required to provide fast and personalized support for any problem that may arise.

Pre-implementation strategies

Before beginning any unified management integration, MSPs should assess the needs of their customers through their current management system. The first step is to uncover weaknesses and identify any problems customers encounter frequently. Common issues are usually a lack of integration with key software packages or security incidents that are too close for comfort.

Prior to implementing an automated system, it’s important to establish appropriate expectations with team members before the changeover. Next, teams should be trained on the product using the recommended best practices. Partnering with a vendor that offers certifications on how to achieve a greater ROI on their technology deployments will also help ensure MSPs deliver the results they are hoping for.

Evolving your product

It is essential for MSPs to maintain and improve the quality of service they are providing while continuing to evolve to meet changing customer expectations in the current business environment.

MSPs will need to adopt an integrated and automated IT management approach that allows for solutions and integrations to be deployed to the customer cohesively and without compromise. With many organizations making remote work permanent, it is critical that these service deployments can operate anywhere.

With an automated IT management system, MSPs can dedicate their time and resources to improving their current platforms and begin to focus more strategically on innovation and embracing newer and more efficient technologies.

The most successful MSPs standardize their technology and invest in their staff to ensure they are providing their customers with the best service. Delivering quality service will depend on adopting an automated and integrated IT management approach that makes it possible to provide software and solutions, security, AI, deep integrations, and highly evolved service offerings cohesively and without compromise.

Photo: Lightspring / Shutterstock

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Steve Cochran

Posted by Steve Cochran

Steve Cochran currently serves as the Chief Technology Officer (CTO) of ConnectWise, where he is charged with setting the technological course for the company in 2020 and beyond. Steve brings more than 30 years of technology industry experience to ConnectWise.

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