Most MSPs Keep NOCs, Help Desks In-house: Survey Results
When it comes to network operations centers (NOCs) and help desks, most managed services providers (MSPs) are running those services in-house rather than outsourcing to a partner. Indeed, 83.3 percent of MSPs keep their NOC services in-house, and 93.9 percent of MSPs keep their help desks in-house, according to preliminary results from the sixth-annual MSPmentor 100 survey. (Complete results are coming in February 2013 during a webcast.) In the meantime, it’s important to keep the numbers in proper perspective.
On the one hand, many MSPs are keeping their NOCs and help desks in-house because they want to closely monitor all customer interactions. Each time a customer calls a support line, it’s an opportunity for the MSP to identify a longer-term customer need and potential upsell opportunity. Among those who have advocated this strategy: ConnectWise CEO Arnie Bellini.
But on the other hand, I know plenty of MSPmentor 100 survey participants that have outsourced their NOC and help desk services to such companies as Continuum Managed Services, NetEnrich, Live Virtual Help Desk, and others. And in recent weeks, we’ve heard chatter about CloudNoc and iGlass Networks, among others, in the MSP industry. And some software companies, such as Level Platforms, have introduced NOC and help desk services for MSPs over the past year.
Why would an MSP outsource NOC or help desk services to a partner? The typical answer involves maintenance vs. innovation. The idea is for the MSP to focus on higher-margin services and new innovations, rather than mundane (and potentially lower-margin) phone and tech support.
All that said it’s important to avoid the “one size fits all” syndrome. Each MSP tends to have its own DNA — a unique blend of internal and third-party services that deliver total customer support. While the masses tend to keep NOC and help desk services in house, there are plenty of MSPs that increasingly hand those services off to partners.
Though the survey says that a majority keep the help desk and NOC in house we are seeing a trend of growth of our customer based monthly of those that are looking to outsource the help desk and keep the NOC in house. We find that our sweet spot is at the crossroads of hiring more techs vs outsourcing where outsourcing proves to be more cost effective especially than building in house.
I agree with and think Outsourcing Help Desk is not such a good idea, The help desk is the face of your company. These will be the people your customers call regularly, would you not want your customers to get some personal friendly service everytime they call with an IT problem.
I am all for outsourcing NOC to a credible 3rd party. I think the thumb rule is you can easily outsource something that can be monitored by numbers and bound by parameters. A report from your PSA will give you the performance of your NOC when ever you want it to.
The Scalability that a outsourced Help-Desk and NOC can provide is such a big advantage as you can go for bigger businesses that would be out of your reach otherwise. Because of the efficiency of scale a 3rd party NOC provides you a better return on investment. A good NOC will also supplement your help desk's customer skills with their superior technical skills.
I do not agree it is maintenance vs innovation. There us plenty of scope for innovation that can be done by a NOC like RMM capability improvement, automating procedures with scripting. I think it should be routine tasks vs high revenue projects.
Kindly correct me if i have misunderstood what was written.