In part one of this five-part mini-series outlining five key practices of a successful managed service provider (MSP), I discussed “A Well-Defined and Documented Managed Services Strategy.” Any business without a well-documented business plan is a “bad experience for all involved,” just waiting to happen. A critical part of strategy execution is knowing exactly what product you want to bring to your customers. Hence, the #2 practice of a successful MSP is “A Standard Services Catalogue.”
The historical view for managed services is, “Whatever the customer wants to buy.” Having a highly customer-centric solution is, of course, a good thing, but creating a different service solution for every customer would be akin to building a custom salesforce-automation application for every individual customer. Software-based fragmentation is the number one enemy of all software development programs. Shouldn’t the same principle apply to services-centric solutions?
Here’s an excerpt from the full report upon which this blog miniseries is based: “Five Key Practices of a Successful MSP”:
Figure 1: Managed Service Offer Categories
Clearly, much more can be said about building a standard services catalogue but the key point is that having a solution that is easy to understand for your customer will help facilitate the deal closure process. Having standard pricing and costing to go along with a standard service catalogue will significantly help your internal governance of your managed services business as well.
Hopefully this will get your wheels spinning with thoughts of the improvements you can make within your own managed services portfolio.
Don’t forget to stop back each week for the next three weeks to hear about the additional key managed services practices. As always, feel free to reach out to me directly to learn more about managed services and how TSIA can help your MS business.
Read more posts in the “5 Key Practices of a Successful Managed Services Provider” series:
- A Well-Defined and Documented Managed Services Strategy
- Specialized Managed Services Sales Expertise
- Scalable and Repeatable Delivery Organization
- Strong Financial Management
About the Author
George Humphrey is senior director of managed services research for TSIA. He is a networking and communications industry veteran of over 20 years with extensive experience in managed infrastructure and application services. Keep the conversation with George going. He may be reached at firstname.lastname@example.org.