Managed Services Best practices

 

 

What are managed services best practices? There are several globally recognized best practice standards in the IT industry. If you outsource technical support, you should look for best practices for managed service providers that meet these industry standards. This article will help you understand what these standards are and how they can help your business.

 

What is ITIL? How does it affect best practices for managed services?

 

The Information Technology Infrastructure Library, commonly known as ITIL, is a set of international and comprehensive guidelines. It is always included in best practices for managed services. ITIL creates a framework for a company's IT requirements. Use a basic structure to align all IT processes with the company's core goals and values. It is a systematic approach to evaluate and manage the IT department of a company of any size. The best managed service providers adhere to ITIL to ensure that their clients receive first-class service.

 

What is ISO 20000?

 

ISO (International Organization for Standardization) 20000 are the global standards that follow the best practices proposed in ITIL. This two-part standard contains specifications for IT administration and a code of conduct for IT departments. Businesses can become ISO 20000 certified through an audit that verifies their entire IT system. This is another aspect of best practices for managed services.

 

How best practices for managed services can help your business

 

ISO 20000 and ITIL can provide very specific guidelines and formulas for success in IT. By following its best practices, a company can create a laser-like approach to efficiency. While a company can try to follow the ITIL plan or become ISO 20000 certified, using best practices for managed services as a springboard can make the process much easier.

 

Outsourcing for best practices

 

Why should you use best practices for managed services best practices instead of using them alone? Both ITIL and ISO 20000 can seem overwhelming. Both include comprehensive processes that delve into all areas of an IT department. A managed service provider (MSP) already has the knowledge and experience to apply these standards. Therefore, they can easily integrate best practices for managed services. This also saves the rest of the company during the process.

 

Find an IT company that follows best practices for managed services

 

Not all MSPs use best practices for managed services. If complying with international standards is a goal for your business, you need to make sure you find a supplier that can do it. Many MSPs will openly advertise this as part of their services. Of course, if you select different providers, the easiest way to find out is to simply ask. It is an important question to ask during the evaluation process to select an MSP.

 

Finding a provider that complies with best practices for managed services is not enough. As you consider the future of your business, consider how following best practices can improve your efficiency over time. Be sure to ask each MSP you consider about best practices for managed services and how they can be used to improve your business.

 

7 Best Practices of Successful managed Service Providers

The managed service provider (MSP) market is growing. In a MarketsandMarkets study, sales in 2019 were estimated at more than $ 193 billion, a compound annual rate of 12.5%.

 

The study also indicated that the percentage of companies using MSP increased from around 30% to 50% in the last year alone. However, these are just the macro numbers. The growth of individual MSPs varies considerably. According to the study, a significant proportion of MSP has seen their business grow 20% or more annually. However, about half of them only grow about 10% or less.

 

We are now four months away in 2018 and I think it is fair to say that none of us really knows what to expect in the coming months, with global changes that will have consequences for all of us. So how can we ensure that as an IT company we do everything we can to remain successful and decisively profitable? Through my conversations and discussions over the past few months with Datto MSP partners in Asia, I have been able to identify some of the important best practices that have been shared by the most successful companies and that I would now like to share with you Some Managed Services Best Practices:

 

1. Be the person you are going to

 

For managed service providers, it is important to define exactly what your company is doing, what services it specializes in, and what advantage it has over competitors in your area.

 

It is important to be able to communicate the value of your business to potential customers. An effective way to stand out from other IT providers is to develop a high level of experience in a specific area or areas. For example, an MSP that focuses on serving SMEs in health and finance, or an MSP that specializes in a particular service or technology (for example, disaster recovery and backup). This decision should depend on your personal preferences and potential clients in your area. By serving clients with similar requirements, you can accumulate experience over time that can be applied to all clients. Suddenly you will be the "go to" person for something.

 

2. Be picky about customers.

 

Many new IT service providers take on whatever job they may get. This makes sense when you are just starting out, but as your business grows, it is important to be more selective with your customers. The first step: identify your ideal client. This is determined in part by your specific areas of expertise, but additional factors must be considered. For example, it is important to consider the effort required to support the customer environment. When it comes to current customers, don't be afraid to cut ties. In general, if a client does not fit well, it is best to end your relationship with him.

 

3. Build customer trust

 

It is important that IT service providers strengthen customer trust by accessing and protecting their private technologies and data, on which their livelihood depends.

 

Always be sure to keep your promises, since without them there will be no trust or relationship. Offering unbiased technology advice to your clients will make you a trusted advisor. Of course, you must generate sales and make a profit, but that does not mean that you are selling your customers the most expensive products you can. It is more important to recommend technologies that help them succeed regardless of their costs. Providing customers with the right tools and first-class technical support builds trust and ensures a long-term business relationship.

 

4. Standardize technology offerings

 

Standardization enables you to develop expertise in the technologies you use, reducing the time and effort required to implement and manage them. This also makes it easier to manage relationships with a limited number of providers. Be sure to choose technologies that support many different IT environments. Many successful IT service providers publish a catalog of services to ensure that current and potential customers understand the options available to them. It must be so detailed that there is no confusion about what each service offers, but not so technical as to lose it in general.

 

5. Prize for a victory

 

Developing a pricing strategy is about achieving the desired and / or required margins for the services you provide. It is important to understand your own costs - look at what you need to make a margin and then make a profit. Many IT providers, especially those who are new to the business, make the mistake of underestimating their services to beat the competition on price. Instead, think about how you can make your services stand out from the competition and tell us why your service is getting a higher price. IT service providers use a variety of pricing models today, and theirs will be determined by your business needs. Many IT providers pay per user or per device, while others choose a fixed-price model or a hybrid of the two.

6. Develop a sales and marketing process.

 

Many IT service providers have problems with sales and marketing. In some cases, this is because they come for technical rather than commercial reasons. Others, especially small businesses, may not have time to spend on sales and marketing. If you want to grow your business, it is essential to develop a repeatable sales process.

 

7. go to school

 

Education is essential in a constantly changing industry. Peer groups are a popular choice for IT service providers who want to continue their education. These groups meet locally or online and allow members to learn from each other in formal and informal settings. Members are encouraged to network and share ideas. Another option is to request certification of certain technologies that you use to provide services. Many technology providers offer specific product training and certification programs, and there are several organizations that offer more general IT training opportunities. Continuing education and certification are essential to remain competitive in an ever-changing industry.

 

Discover the Many Benefits of Partnering Up With an IT Managed Service Provider

Today, many companies work with IT-managed service providers. 60 percent of companies use managed IT services, and this number is expected to continue to grow. And that is due to the many benefits of the services offered by these professionals. Here is a list of the benefits you should consider.

 

Control IT costs

 

Paying internal IT staff is an expensive task. With managed IT service providers, you get fixed IT costs at variable costs, allowing you to budget efficiently. Companies only pay for what they use and can use it when they need it. Outsourcing IT tasks only saves companies money.

 

Reduces labor costs

 

Not only does it cost money to have internal IT staff, it also costs money to hire and train them. And temporary workers don't always meet expectations. Outsourcing enables companies to focus on the human resources that are most needed in other areas.

 

Certified, trained, qualified and experienced

 

How can you be sure that the IT employee is truly qualified for the position? With an IT managed service provider, you get a certified, trained, qualified and experienced specialist. If you want to train an IT employee, keep in mind that certifications like Microsoft Certified Systems Engineer (MCSE) are very expensive.

 

Qualified does not mean experience

 

Regardless of how much you train an IT professional, this training is isolated and the employee may not have the proper experience. A managed IT service provider sends an experienced IT expert. When you see a doctor, you want an experienced one, right? The same applies to IT.

 

Increase efficiency and competitiveness.

 

When companies try to do all the IT themselves, it is inefficient and costly in the long run. Much more time was spent on implementation, research and development. And all these costs only go to customers. Save operating costs and keep your product and service costs more affordable for customers and more competitive for your competition.

 

Deploy the latest technology quickly

 

Technology is changing as fast as lightning today. Few companies have the resources and the ability to use the latest technology and quickly implement it. Working on a project internally with the latest technology can take months to train IT staff. IT professionals at a managed provider have the skills and knowledge to quickly implement the latest technology. That saves time and money.

 

Focus on business

 

It is important for companies to take care of business every day and not be distracted by complex IT decisions or problems. Trying to fix a security breach or hardware crash means that managers no longer have to focus on their core business. Valuable time and money are also lost here.

 

Lower business risk

 

Regardless of what business it is, there is always some risk. State regulations, technologies, market conditions, and competition are changing rapidly. IT vendor outsourcing reduces and controls risk through industry-specific insight, including compliance and security issues. Correcting these types of problems can cost a lot of money, not only for fines but also for downtime. IT-managed vendors can use their expertise to help avoid risk.

 

The same competitive conditions

 

Many small businesses simply do not have the funds to match the internal IT services of large companies. IT outsourcing helps smaller companies improve the competitive environment with Mr. Big. The economies of scale and affordable cost structure of IT-managed service providers offer smaller companies that need competitive advantages.

 

Security and compliance

 

Businesses can get the security they need with bank transfers, electronic checks, credit cards, and gift certificates. Fraud is common today, and companies can lose a lot of money and reputation through fraud. IT-managed service providers are very familiar with PCI compliance standards. Businesses can minimize risk by managing confidential information along with credit card information and customer information. They also make sure that your firewall is up to date and that a DMZ has been installed. "The Health Insurance Portability and Accountability Act, the Family Education Protection and Rights Act, the Gramm-Leach-Bliley Act, the Payment Card Industry Data Security Standard and the Sarbanes-Oxley Act have strict regulations for retail, health and healthcare and the financial industry. "

 

24/7/365 support

 

Today many companies work 24 hours. And their networks too. Help is always available from managed service providers, regardless of whether it is day, weekend, or holiday. Companies can always provide support. All in all, there are simply too many advantages to partnering with a managed IT service provider for companies to ignore today. New technologies offer companies great opportunities, but also present daily challenges. Professional companies managed by IT services can help your business overcome these challenges.

 

Smart Hand Services: When Your Time is Worth Money

 

 

In your company's IT department, the point comes when a task must be performed and no one is available or cannot process it. Maybe it's after business hours. The task can be small or large: basic diagnosis; Plug in a cable. Add IP addresses to a firewall. Regardless, no one is available. And the task has to be done, otherwise there are serious consequences. So it makes sense to get a Managed IT Smart Hands Services from a company like Externetworks. Your time and that of your employees are best used for tasks that grow your business, and not for maintaining your IT infrastructure.

 

On-site assistance service

 

For many growing companies, maintaining an expensive and highly trained IT team onsite 24 hours a day may not be profitable. For some, this may never be a realistic part of their growth model or business plan. However, these companies continue to require certain services to be provided to meet their operational needs. This is where an intelligent hand service system comes into play. Smart Hands offers the highest level of service, offering remote management, facility customization, and device troubleshooting 24 hours a day, seven days a week.

 

The cost of a Smart Hands service plan is often offset by minimizing downtime and service interruptions by freeing key people for other important tasks and automating daily maintenance tasks and services. With Smart Hands packages, companies don't have to give up control or adaptation of their infrastructure. Immediate responses to data breaches not only improve your company's productivity, but also reduce the risk of liability issues.

 

What Kind Of Tasks Can Smart Hands handle?

 

Smart hand packs vary according to your business requirements, as do the tasks involved. The best way to think in smart hands is as a concierge in a busy hotel. They always meet your requirements and can also react immediately to urgent circumstances or questions as soon as they arise. A concierge can also work with other clients, but information is not shared, so there are no security issues. A concierge provides you with the highest quality support in limited areas, rather than trying to act as your swimming guide and instructor. Smart Hands employees use their resources more efficiently to perform various functions towards their external staff. Smart Hands services may include:

 

•      Configure a firewall
• Complex cable configurations
• Placement device management.
• Test devices and fix error.
• Rack and stacking services
• Shipping and receiving
• Automated maintenance
• Backups
• Pack and unpack
• Inventory
• Detect and respond to threats.
• Moving equipment
• Operating system and server installation.
• Power cycle
• On-site / off-site technical support and troubleshooting
• The remote server restarts.
• Cloud cross-connect

 

Smart Hands vs. Remote Hands

 

There are a few things we need to know when we talk about remote hands and smart hands.

 

Remote hands

 

Remote hands can include things like securing wiring, checking port numbers, observing or reporting indicators on devices, basic environment monitoring, and restarting the server. These data center services are provided under a data center contract at no additional cost.

 

When talking about remote hands, keep in mind that these are all things that can be done without on-site data center technicians entering devices. When a technician really needs to join the team, we enter the smart hands area.

 

Smart hands

 

Smart hands involve more complex tasks than remote hands. These data center services include colocation device management, firewall configuration, media and supply management, complex cable configurations, device testing and troubleshooting, circuit and rack and stack testing. Smart hands are services that are generally billed hourly.

It is important for us to clarify which services are in remote hands and which are in smart hands when we speak to a data center. We do not want surprises on the first invoice. Unexpected costs are never fun.

 

Remote hands and smart hands in the data center come in handy when we don't have anyone available to manage the task. Or maybe the person who normally does this is out of town and needs someone if necessary. These are the two reasons why we want to use experienced data center technicians.

 

Ask in the data center what is included and what is not, so that we cannot experience surprises with the next invoice. If you have any questions about how RACK59 can support your placement project with our support services, please arrange a site visit or contact us using the button below.

 

5 Best Practices for Outsourcing Cyber Security & Compliance Services

 

Cybersecurity Outsourcing Report 

 

Cybervisors (cybersecurity advisers) from Lazarus Alliance, Inc. provide information security chiefs (CISOs) and IT security teams with information and advice on how to address the cybersecurity skills gap.

 

How to find a trusted GRC partner

 

Outsourcing Cybersecurity Operations is a great way to save money and time and close the very serious and growing gap in computer security skills. However, it is also a very serious decision. Your cyber security provider has access to your entire network and all your confidential data. How can you ensure that you trust your business to a provider that is not only legitimate but also suitable for your organization and data environment? Below are five best practices to follow when outsourcing your IT security and IT compliance.

 

If something seems "out" of a company, it is likely

 

At a minimum, avoid providers who do the following:

 

• You cannot provide an address and phone number.
• They do not have corporate email addresses and instead communicate with addresses from Gmail, Yahoo, etc.
• Do you have websites that look very "amateur" in design and / or contain broken English text.

These are instant red flags indicating that you are dealing with a hobbyist, or possibly night surgery.

 

Get referrals

 

Even if a provider seems absolutely legitimate and professional, always ask for references and call them. Professional cyber security companies are happy to provide verifiable references. You should also Google the name of the company and its customers and look for comments, or complaints.

Make sure the provider can meet all of your compliance requirements

 

GRC's ongoing assessment and evaluation services include HIPAA and HITECH, PCI DSS QSA, SSAE 16 and SOC, FedRAMP, FISMA, NIST, CJIS, ISO, NERC CIP, SOX, ISO Certifications and EU-US Privacy Shield reports. We are the only company based in Arizona that offers this depth of coverage.

 

However, many GRC companies, including some very large ones, meet certain IT compliance requirements, but not others. Make sure that your provider not only offers all of the compliance services you need, but also has experience performing these specific audits. Ask about your specific compliance requirements while reviewing supplier references.

 

Ask the provider about their audit and compliance processes.

 

Believe it or not, some IT auditors still use Excel or other spreadsheet programs for reporting and IT compliance audits, although spreadsheet programs were never used with the large amounts of data found in today's complex data environments. They were created. A GRC provider who is still messing around with spreadsheets will end up costing you a lot of time, money, and headaches.

 

Make sure your provider uses modern RegTech software to perform compliance reports and audits, such as: B. Continuum GRC's proprietary IT Audit Machine (ITAM). ITAM leverages big data and rapid reporting capabilities to automate reporting and data management. Instead of dozens of different spreadsheets and general ledgers, ITAM creates a central repository of all IT compliance requirements with associated controls and automated information flows for audits, evaluations and tests. This saves you time, money, and stress and gives you a complete picture of your data environment, as well as its risks and weaknesses.

 

Get everything in writing

 

Finally, make sure the provider signs a written contract that details what is expected of them and is willing to guarantee any promises you make.

 

By following these best practices, companies can reap the benefits of outsourcing, minimize risk, and build fruitful long-term relationships with trusted cyber security providers.

 

Network Deployment

Network infrastructure change programs should always be associated with an improvement in users' perception of the quality of the service received. Before starting such a project, there are technical and commercial bid phases and evaluations that must be approved.

Once this is accomplished, the main phases are:

• Commitment.
• Operation and administration.
• The breakdown or transition of the network to a new project.

In the Network Deployment Services, operations are performed in which devices are started / installed. The end result is the contracted service. In this phase of the project there are:

1. The agreed service periods and delivery times must be respected.

2. Tools that simplify predictable bulk configuration tasks must be available.

3. A team of specialists must supervise the installation of the devices in a previously agreed location.

4. Validation of the entire start-up process so that the project location can go to the operational phase.

While this list contains the obvious, it makes the network implementation phase one of the most intense and troublesome parts of a new scheme. This implies the not insignificant additional costs for the commissioning of external services.

In general, the service provider or freight forwarder offers its clients an all-inclusive package with the best possible service / price ratio. They are expected to select device manufacturers that not only meet the technology and economics side, but also help keep network deployment costs low.

One of the most important components for network provisioning is a zero-touch installation service for participating devices. This means that starting the service on the site must include:

• Customers should receive a device with basic on-site connection instructions (similar to automatic installation of home services like ADSL / FTTH). The customer can simply connect and turn on their device according to the basic instructions.
• The automatic configuration process begins: the device downloads its individual configurations from a control center and then activates them to provide the contractually agreed service.
• The status and availability of these services are determined from the central office (validation of the entire process).

The availability of automatic configuration during deployment and the use of pre-validated templates reduce installation costs by optimizing lead times and minimizing configuration error rates.

In this phase, there are not only advantages: maintenance procedures are significantly optimized, but an office with a device that is out of service only has to send a new router to start the business again. The rest of the configuration, the restoration of saved data, etc., is carried out almost automatically through administration tools. This facility optimizes SLAs and punishment.

In summary, automatic configuration throughout the network deployment becomes a very relevant aspect and should always be included in the commercial offer of the manufacturers. Not only because this represents a great improvement in their products, but also because they can offer tools through their sales network to reduce overall project costs and improve the perception of service quality for their clients.

Understands this concept and integrates its software tool, the NetManager Colibrí, to manage networks. In addition to other standardized tools and together with its WLAN and access routers, this offers optimal solutions for schemes where your clients need them.