Just for the moment, consider yourself a moderately successful IT service provider who sees the growing opportunity in managed services, is quickly developing the technology to support this burgeoning market and knows the secret – has in fact the secret “sauce” – to managing a successful managed services business.
Now liken yourself and your IT business to the owner of a fine dining establishment. The restaurant owner knows that his professional livelihood is built on the “meat and potatoes” of his operation, namely his fine selection of highly quality meats cooked to perfection. And he is convinced that his culinary success is due to the secret “sauce” he has created to adorn each entree. He even has a signature garnish that he places on top of each entree that makes it highly unique to him and a cut above his competition.
This same analogy applies to your IT business. Your Aws Managed Services company is probably beginning to shift away from the technology and the tools that deliver services to a realization that the managed services business is the “meat and potatoes” upon which your future livelihood will rest. Your “culinary” success will be due, in large part, to the special “sauce” you create to adorn each managed service you offer. That special “sauce” is your marketing strategy. The garnish you place on each managed service is the one unique fact or feature about your business -and how you market it – that sets you apart from your competitors.
So, what are the “meat and potatoes” of your business – the managed services you plan to offer your clients as you transition to a successful managed service business? How are you going to marketing those services – what “sauce” or “sauces” are you going to create to sell them? What “garnish” will you put on top – what fact or feature about your business is unique enough to separate and differentiate you from your competition?
First, let’s talk about managed services. This is the “meat and potatoes” of your operation.
To optimize your overall performance as a successful managed services business, here are five key elements of the business to master. Mastery of these “secrets of success” will determine how well you do in the marketplace and positively impact your success and survivability as a managed services provider (MSP).
Core Technologies. The definition of managed services is expanding from infrastructure management and remote maintenance to the inclusion of software as a service. Selecting the right technology is one key piece of an effective MSP strategy. Successful MSPs typically use one of two types of software solutions – Professional Services Automation Software (PSA) and Remote Monitoring and Management Software (RMM). PSA blends such functions as customer relationship management (CRM), sales force automation, customer billing and troubleshooting into one single comprehensive platform. RMM allows the MSP to proactively maintain and troubleshoot customer systems and networks off-site.
Emerging Technologies. Up until now, MSPs were able to master basic PC and server administration. Today’s MSPs face new challenges as the landscape of managed services continues to evolve. Now these MSPs have to master cloud and SaaS managements and learn how to tap into systems like Amazon Web Services (AWS), Google Apps, Microsoft Windows Azure and Microsoft Business Productivity Online Suite (BPOS). Keeping pace with these options requires constant networking. Successful MSPs make this one of their biggest priorities.
Business Leadership. As you move from being a technology driven business to being a managed services provider, commitment from the CEO and top management is critical. Managed services will stall or fail completely without this commitment. CEOs don’t have to master the MSP technologies but what they do need to do is this:
Promote recurring revenue streams as much as possible instead of quick break fix project work.
Track and improve customer service levels rather than billable hours.
Schedule frequent meetings to advise customers on those service levels and to discuss technologies that can further improve overall business performance.