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Recent Posts
- Transforming Information Technology Service Management (ITSM) into Business Technology Service Management
- Too many processes? How much is enough?
- HR: 8 IT Help Desk Interview Questions & Answers
- ITIL Sleuth: The Case of the Missing Data Packets
- Embracing Co-opetition to Boost Success in Managed Services
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Category Archives: MSP
Embracing Co-opetition to Boost Success in Managed Services
In the 1980s, I worked for my father every summer, earning money for the purchase of my first automobile (the dream!). My father owned and ran a mechanical engineering firm that was focused on the newspaper industry. I … Continue reading
The Managed Service Provider and Its Role in America’s Enterprise Level Companies
American enterprise-level companies are using MSPs more than ever. An MSP, or managed service provider, is responsible for a pre-determined list of services that would otherwise be carried out in-house.
For … Continue reading
Working with External IT Service Providers: Why and When it Makes Sense
IT departments deliver a variety of services to their organizations. While some of these services make sense to outsource to an MSP, others should stay in house. Some of the services IT delivers, like email, collaboration tools, and so on, are critical to the organization’s ongoing operations, but they’re not a competitive differentiator. Continue reading
Imitation is the sincerest form of MSP flattery
The growth in the managed service provider (MSP) segment has been frenetic, as enterprises increasingly rely on outside help. At the same time, enterprise IT itself is starting to look more and more like an MSP. It’s striking to see … Continue reading
The Social Side of IT Service Delivery Nimsoft Reviews VMware’s New Strides
VMware recently acquired the SocialCast product, Strides, an enterprise social media-type collaboration application. Social technologies are being deployed by businesses in an effort to fine-tune productivity and reduce the cost of collaboration among distributed service desk organizations. While … Continue reading
Systems Management: Servicing the Cloud
Cloud computing to your customers should be as easy as turning on a light switch. They don’t care about how the electricity was generated or the physical infrastructure that transmits electricity. They only care when they’re sitting in … Continue reading
How Hosting Providers Can Deliver Value-Added Services with Website Monitoring
For years, hosting providers like Rackspace, 1&1, and OpSource, have enjoyed successful businesses, building and maintaining numerous data centers that are used to host clients’ websites and software-as-a-service (SaaS) applications. Hosting providers let their clients offload much of … Continue reading
Service Desks that Scale Your Business: Leveraging Analytics
The service desk is a focal point for much of a service provider’s operations. As a result, harnessing the information that gets collected in this platform can be a highly effective way to realize a host of improvements. … Continue reading
Service Desks that Scale Your Business: Building Process Consistency and Configurability
To scale, MSPs need to achieve consistency in service delivery and in operations. Having the right processes in place is essential in this endeavor, and the service desk can play a major role in how successful MSPs are … Continue reading
Establishing Shared Services: Leveraging the Service Desk to be a Profit Multiplier
Fundamental to any MSP’s core business model is their ability to offer economics that appeal to a prospective customer. This means offering value-added services more cost effectively than that business could with its own resources. To do so, … Continue reading