https://www.channelfutures.com/wp-content/themes/channelfutures_child/assets/images/logo/footer-new-logo.png
  • Home
  • Technologies
    • Back
    • Analytics
    • Artificial Intelligence
    • Cloud
    • Data Centers
    • Desktop
    • IoT
    • Mobility
    • Networking
    • Open Source
    • RMM/PSA
    • Security
    • Virtualization
    • Voice/Connectivity
  • Strategy
    • Back
    • Best Practices
    • Business Models
    • Channel 101
    • Channel Programs
    • Channel Research
    • Digital Transformation
    • Diversity & Inclusion
    • Leadership
    • Mergers and Acquisitions
    • Sales & Marketing
    • Specialty Practices
  • MSSP Insider
    • Back
    • Business of Security
    • Cloud and Edge
    • Endpoint
    • Network
    • People and Careers
    • Training and Policies
  • MSP 501
    • Back
    • 2020 MSP 501 Rankings
    • 2020 Hot 101 Rankings
    • 2020 MSP 501 Report
  • Intelligence
    • Back
    • Our Sponsors
    • From the Industry
    • Content Resources
    • COVID-19 Partner Help
    • Galleries
    • Podcasts
    • Reports
    • Videos
    • Webinars
    • White Papers
  • EMEA
  • Awards
    • Back
    • Excellence in Digital Services
    • 2020 MSP 501
    • Top Gun 51
  • Events
    • Back
    • CP Conference & Expo
    • Channel Partners Evolution
    • Channel Evolution Europe
    • Channel Partners Event Coverage
    • Webinars
  • Channel Mentor
    • Back
    • Channel Market Intelligence
    • Channel Educational Series
Channel Futures
  • NEWSLETTER
  • Home
  • Technologies
    • Back
    • Analytics
    • Artificial Intelligence
    • Cloud
    • Data Centers
    • Desktop
    • IoT
    • Mobility
    • Networking
    • Open Source
    • RMM/PSA
    • Security
    • Virtualization
    • Voice/Connectivity
  • Strategy
    • Back
    • Best Practices
    • Business Models
    • Channel 101
    • Channel Programs
    • Channel Research
    • Digital Transformation
    • Diversity & Inclusion
    • Leadership
    • Mergers and Acquisitions
    • Sales & Marketing
    • Specialty Practices
  • MSSP Insider
    • Back
    • Business of Security
    • Cloud and Edge
    • Endpoint
    • Network
    • People and Careers
    • Training and Policies
  • MSP 501
    • Back
    • 2020 MSP 501 Rankings
    • 2020 Hot 101 Rankings
    • 2020 MSP 501 Report
  • Intelligence
    • Back
    • Our Sponsors
    • From the Industry
    • Content Resources
    • COVID-19 Partner Help
    • Galleries
    • Podcasts
    • Reports
    • Videos
    • Webinars
    • White Papers
  • EMEA
  • Awards
    • Back
    • Excellence in Digital Services
    • 2020 MSP 501
    • Top Gun 51
  • Events
    • Back
    • CP Conference & Expo
    • Channel Partners Evolution
    • Channel Evolution Europe
    • Channel Partners Event Coverage
    • Webinars
  • Channel Mentor
    • Back
    • Channel Market Intelligence
    • Channel Educational Series
    • Newsletter
  • REGISTER
  • MSPs
  • VARs / SIs
  • Digital Service Providers
  • Cloud Service Providers
  • CHANNEL PARTNERS ONLINE
 Channel Futures

From the Industry


The Nature of Service is Changing – Time for MSPs to Take Advantage

  • Written by CA Technologies Guest Blog 1
  • April 10, 2013
Enabling business users to help themselves through IT issues can mean a more efficient service desk.

It this age of total dependence on technology for business, consistent, quality service is critical. I recently was in a department store and heard an announcement and sales were temporality suspended “due to an IT failure.”  The problem was resolved quickly enough—the manager worked with the service desk to isolate and remediate the problem—but it underscores the businesses’ increasing dependence on IT

But that has to change. Since we can’t have IT staff in every location, we need to empower the business staff to deal with IT issues.

Mobility

Just about everyone today has a smartphone or a tablet. These devices are great conduits for resolving IT problems. In the case of a store failure similar to what I discussed earlier, the operator can either call or use an app to immediately communicate the details of the outage, including  the location, assuming the geo-location service is  enabled on the device. The operator can then interact via the same device with the remote team to resolve the issue.

Self-Fulfill and Call Avoidance

One of the benefits of social is the ability to network with your virtual peers to seek answers to questions. My daughter-in-law, for example, was looking to resolve a problem with some software she used for her students. Instead of calling the service desk, the community pointed her to an update to the software application and she self-provisioned the solution herself, without any impact to the service desk.

Automate Everything

With the explosion in technology and technology usage, IT organizations must focus on the automation of service creation, delivery, resolution and escalation.  Once a work process is completed on a regular basis within complex environments,  IT must automate the process to allow for it to execute automatically while still writing all relevant audit checkpoints.

Service Desk Staff focused on Service Delivery Not Running a Service Desk

Clearly, the change in business cadence is all about delivering service to the organization’s customers and not just about running technology. Increasingly, service management solutions are being delivered as a service or managed by third parties—all with the focus on configuring, not coding the solution, to meet the organization’s unique requirements.

Complexity Across the IT Service Value Chain

IT Services are becoming increasingly  complex, partly due to the  accelerated use of third parties for some business services or their components. This added complexity makes it more difficult and expensive to address issues with these services, so it becomes imperative that IT organizations transition from reactively addressing issues to being proactive. This can be achieved with the integration of IT infrastructure tools that monitor all aspects of the service topography, including the partner interfaces, and aggregate the outputs of these tools (metrics, alerts, etc.) related to the services to understand potential performance issues or failures and proactively deal with them.

Changing Role of the Service Manager

The changing nature of the support environment is leading to a change in the solutions needed by service management professionals. Service managers, for example, need a solution to focus on the consumer of IT and not customization of a tool. They will need to configure—not code—process capabilities for their organization without requiring programing, with a high degree of automation and  the ability to support mobility and collaboration.

CA Nimsoft Service Desk Delivers the New Service Management

CA Nimsoft Service Desk delivers the requirements of the new service manager. Highly configurable (not programmable) ITIL-based "action driven" workflows accelerate time-to-benefit, reduce ownership costs and make it easy for the IT or business administrator to add, delete and modify workflows as necessary to continuously improve operations. The solution delivers a social collaborative environment  with a superior  user experience and mobility to support your environment and  dramatically enhance your productivity with extremely low TCO.

Opportunity for  MSP to Add Value

Service managers are focusing on the delivery and supply of the service to ensure its continuity, integrity and availability, not on the delivery of toolsets to provide the service. By enabling IT organizations to leverage the MSP's service management domain knowledge and experience, MSPs can help eliminate the need for IT to be service management experts and freeing them to focus more on their customers.

Robert StroudRobert E. Stroud is VP of Strategy and Innovation within the Service & Portfolio Management team at CA Technologies. In his role he advises organizations on their implementations to ensure they drive maximum business value. Stroud also helps ensure that CA Technologies’ solutions adhere to industry best practices. 

Tags: Cloud Service Providers Digital Service Providers MSPs VARs/SIs From the Industry

Related


  • Public sector IT
    Public Sector IT Funding Outlook for 2021--and What It Means for Our Reseller Partners
    Public sector IT resellers must anticipate customers’ changing priorities to most effectively position offerings.
  • MSP Marketing
    MSPs: Grow the Business with Marketing (While Focusing on What You Do Best)
    Marketing is important for growing the business, but it’s often not a core competency for MSPs.
  • Staged Approach to Security Services
    The Smart Money’s on a Staged Approach to Security Services Provision
    Countering threats to customers is best achieved with a staged approach to security services.
  • Disaster Recovery
    Disaster Recovery Planning Includes Ensuring That Data Can Be Recovered
    Here’s how to ensure that your disaster recovery solution will work when it matters.

Leave a comment Cancel reply

-or-

Log in with your Channel Futures account

Alternatively, post a comment by completing the form below:

Your email address will not be published. Required fields are marked *

Related Content

  • New Year Means Time to Make Room for New IT Training
  • The Rise in Remote Work Increases the Need for Patch Management
  • Partners Share Their 2021 Goals—and Plans for Achieving Them
  • The Importance of Being Security-Centric

Galleries

View all

Critical Threat Protection Steps MSSPs, Other Partners, Must Take Now

February 26, 2021

Industry Perspectives

View all

The “Roaring 20s” Are Coming

February 25, 2021

Three Ways MSPs Can Improve Supply Chain Security

February 24, 2021

SASE: The Key to Mitigating Business Transformation Risk

February 22, 2021

Webinars

View all

A Partner’s Perspective on Channel Success in 2021

March 17, 2021

XDR and Why it Matters to MSPs

March 24, 2021

Top Security Trends Impacting Technology Security Providers In 2021

March 25, 2021

White Papers

View all

Ready To Add Cutting Edge IoT Solutions To Your Portfolio?

February 25, 2021

What Is The Value Of Distribution For The Internet Of Things?

February 25, 2021

The Internet of Things (IoT): Where do You Begin?

February 25, 2021

Upcoming Events

View all

Channel Partners Virtual

March 2, 2021 - March 4, 2021

Channel Partners Conference & Expo

November 1, 2021 - November 4, 2021

Videos and Fastchats

View all

FASTCHAT: How SOAR Eliminates Security Challenges and Elevates Service Provider Revenues

January 6, 2021

Happy Holidays from Channel Partners & Channel Futures!

December 21, 2020

FASTCHAT: How Old, Unpatched Technologies Are Creating New Security Threats for MSPs and Their Customers

December 3, 2020

Twitter

ChannelFutures

#Threatprotection is no small matter for #MSSPs. Find out what vendors say you have to do this year to protect your… twitter.com/i/web/status/1…

February 26, 2021
ChannelFutures

Cloud strategies and cybersecurity are key, and #COVID19 will have more impact than #Brexit on U.K. channel, says… twitter.com/i/web/status/1…

February 26, 2021
ChannelFutures

.@PaloAltoNtwks unveils latest NextWave #partnerprogram. #cybersecurity dlvr.it/RtVngg https://t.co/bBkobGzjgD

February 26, 2021
ChannelFutures

.@JuniperNetworks is building synergies between the solution sets it acquired last year. dlvr.it/RtVdVL https://t.co/d21FcnLEai

February 25, 2021
ChannelFutures

.@Arcserve and @StorageCraft to merge, expanding both #dataprotection vendors' market from #SMB to enterprise.… twitter.com/i/web/status/1…

February 25, 2021
ChannelFutures

The golden age of the #Channel is here. @ComcastBusiness #dataconnectivity #SDN #desktop #security #UCaaS #IoT… twitter.com/i/web/status/1…

February 25, 2021
ChannelFutures

.@OneLogin hires @pulsesecure, @Juniper Networks vet as VP of global channels. #cybersecurity dlvr.it/RtVThK

February 25, 2021
ChannelFutures

.@Fortinet loses another channel vet, this time to @DeepInstinctSec. #cybersecurity dlvr.it/RtVR1t https://t.co/XvY0UQDzQL

February 25, 2021

MSSP Insider

Newsletters and Updates

Sign up for The Channel Report, Channel Futures Update, MSP 501 Newsletter and more.

Live Channel Events

Get the latest information on the next industry-leading Channel Partners event.

Channel Partners Online

Want more? Find more channel news and analysis on our sister site, Channel Partners.

Media Kit And Advertising

Want to reach our audience? Access our media kit

DISCOVER MORE FROM INFORMA TECH

  • Channel Partners Online
  • Channel Partners Events
  • MSP 501
  • MSSP Insider
  • IoT World Today
  • Webhostingtalk

WORKING WITH US

  • Contact
  • About us
  • Advertise
  • Newsletter

FOLLOW Channel Futures ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2021 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X