George Humphrey

George Humphrey, is the vice president of research, Managed Services, for TSIA. He is a networking and communications industry veteran of over 20 years with extensive experience in managed infrastructure and application services. Throughout his career, he has held several leadership positions in managed services, including global strategy, product line management, marketing, operations, and client management.

Read more from George on these topics:
Managed Services | Successful Managed Services Providers | Managed Services Mistakes | Organizational Structure
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Recent Posts

The Case for Customer Success in Managed Services

Posted by George Humphrey on 3/22/18 5:00 AM

One of the top business challenges facing our Managed Services members is about selling managed services. In fact, this is easily the SBC (Service Business Challenge) that I spend the most time on while performing on-site workshops with them. It seems that most of the focus of the managed service provider is on the Land motion within the TSIA LAER model.

While selling managed services is, without a doubt a significant objective, the need to continually support, nurture, and grow your customer is just as important. When looking at the TSIA LAER model in the context of managed services, the Adopt, Expand, and Renew area is often grossly neglected by business owners. If organized and staffed properly, focusing on the AER portion of LAER will turn your managed services business into the gift that keeps on giving.

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Topics: customer success, managed services, customer success manager, Blending Service and Sales Motions

3 Major Trends in Managed Services You Should Know About

Posted by George Humphrey on 2/22/18 5:00 AM

In TSIA’s ongoing mission to track the performance and evolution of managed services, one thing has become abundantly clear: managed services continues to be one of the fastest growing segments of the entire technology industry. More and more manufacturers are expanding their service offers to include managed services as they begin to understand it’s important connection to technology-as-a-service and the Cloud.

In fact, for many TSIA Managed Services members, managed services are a natural extension of their cloud solutions, and vice versa. Not only are manufacturers rapidly embracing managed services, most non-manufacturers are beginning to realize their process and practices are showing serious signs of aging and underinvestment. In this post, I’ll share 3 exciting trends across all managed service providers and what they might mean for your business.

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Topics: customer success, managed services, managed services providers

Top 3 Reasons Every CEO Needs Managed Services

Posted by George Humphrey on 1/25/18 8:30 AM

Across the industry, the majority of technology companies are seeing flat or declining services revenues, causing CEOs to worry. However, there's good news in that managed services revenues are on the rise. In fact, managed services (MS) is growing faster than any other service line, with the total of MS revenues jumping from 6% of all services revenue to 23% since 2013. This has led to a huge opportunity for CEOs of technology companies that don't currently have a managed services business to begin taking advantage of this fast-growing and highly profitable revenue stream. In this slide deck, you'll learn the top 3 reasons why technology companies looking to stay profitable in this changing industry need to invest in managed services.

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Topics: XaaS (x-as-a-service), managed services, managed XaaS

[Infographic] Why Managed Services Organization Structure Matters

Posted by George Humphrey on 7/25/17 8:40 AM

Services now make up more than half of the total yearly revenue for technology companies, and managed services are a critical component of that growth trend. It’s time for CEOs to start leveraging managed services to quickly grow their top-line revenue, but many don’t yet know the best way to structure their managed services organization in a way that will yield the best performance. This infographic outlines the most effective ways to build out crucial functions in managed services through strong sales, delivery, and client management.

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Topics: managed services, organizational structure, infographic

What Are Managed Services?

Posted by George Humphrey on 6/22/17 5:00 AM

Since I started up TSIA’s Managed Services discipline at the tail end of 2012, I’ve received a lot of questions both from members and non-members about the definition of managed services. I figured that it was worth addressing these questions in a blog post, specifically about how TSIA defines managed services, what we’re seeing in the industry, and explain the different types of managed services offers. TSIA defines managed services as “the practice of outsourcing day-to-day technology management responsibilities to a third party as a strategic method for improving operations and accelerating a return on their technology investment,” but the truth is, “managed services” is an umbrella term for a variety of different kinds of offers.

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Topics: managed services, managed services providers

Benchmarking Managed Services Performance: How Do You Compare? [Infographic]

Posted by George Humphrey on 6/6/17 5:00 AM

To stay ahead of the competition, it’s important as a managed services provider to regularly gauge your performance against industry pacesetters while maintaining the current health of your operation. But how do you find out what “good” looks like so you can know what to aim for?

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Topics: managed services, best practices, key performance indicator (KPI), managed services providers, managed services sales, infographic

How to Measure Managed Services Revenue Growth

Posted by George Humphrey on 2/15/17 5:00 AM

Managed services is a key growth engine in the tech industry, and as explained in Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business, can play a major role in the profitable transition to a XaaS business model. More and more cloud companies are recognizing the importance of managed services, but are also finding that managed services requires measurement on a variety of growth metrics in order to fully understand its impact. In this post, I'm going to share which metrics your managed services business can use to track growth so you can be sure to put the right practices in place that will significantly influence your company's success in achieving profitable growth.

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Topics: managed services, managed services providers, managed services sales, managed XaaS

The Converging World of Managed Services

Posted by George Humphrey on 1/17/17 8:40 AM

Historically when we've thought of convergence in the tech industry, we thought of a variety of technologies merging together, such as voice and data or storage and networking. Hyper-convergence infrastructure is a term used to encompass storage, computing, and virtualization. Stand aside pings and packets, there's a new type of convergence out there. We're talking about service convergence, and it's something we've identified at TSIA as a major market trend.

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Topics: XaaS (x-as-a-service), managed services, support services, professional services, managed XaaS, TSIA Organizational Convergence Series, consumption gap, complexity avalanche, services convergence, organizational convergence

[Infographic] 3 Crucial Metrics Managed Services Providers Should Be Measuring

Posted by George Humphrey on 7/28/16 6:30 AM

Over the past few years, there's been a significant increase in the amount of service revenue coming from managed services, making it the fastest growing service line in the technology industry. With so much growth and activity, it’s important that all managed services providers (MSPs) understand exactly which critical metrics and key performance indicators they should be monitoring to track their overall performance, as well as how those figures will evolve over time.

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Topics: metrics, managed services, key performance indicator (KPI), managed services providers, infographic

Managed Services for Non-Manufacturers

Posted by George Humphrey on 4/14/16 6:30 AM

At TSIA, we're always talking about how technology providers industry-wide are making the B4B shift from delivering products to services, as well as the increasing importance of providing customer outcomes. While this drastic change might seem like it only applies to product manufacturers, the reality is that non-manufacturers are also feeling an increased pressure to rethink how they gain new and retain existing customers. I'd like to take a minute to highlight how non-manufacturer companies within our managed services membership community are able to apply TSIA research to their operations and successfully adapt.
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Topics: B4B, managed services, managed services providers

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