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Moving from reactive to proactive service management

The modern managed services provider must be proactive. Being proactive means that you know about issues before your customers do and you have greater control over the future direction of their IT needs. Reactive management, commonly known as break-fix, is dealing with issues as they crop up, resulting in lengthy downtime and frustrated customers.

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Having difficulty taming broadband connections?

Broadband technologies such as ADSL2+ and VDSL2 have revolutionised the connectivity market by offering high bandwidth with quick installation times and low costs. However, broadband, particularly copper-based DSL remains “a bit of a wild animal, making it difficult to tame” – in the words of one service provider support agent we interviewed.

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Is Shadow IT really the problem?

Today, applications are hosted everywhere – in public and private clouds and in enterprise data centers. Employees don’t think twice before signing up to them, consequently bypassing limitations and protocols in place from the IT department.

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Service managers first in the firing line

Commoditisation of the service provider marketplace is having a negative knock-on effect on revenue generation. And when revenue falls, it’s natural for providers to cut costs. Many providers are fighting to survive by doing exactly this whilst simultaneously investing money into developing new services to diversify revenue away from just network connectivity. In doing so, they run a huge risk by ignoring underlying issues that exist in current poor resource levels of customer service management.

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Avoiding the perfect storm

Whilst your revenue might seem predictable with managed services, undocumented or disconnected costs can easily be eating into your profit margins if not watched periodically.

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The advantages of bundled Managed Services

Standardised, bundled services allow service providers to demonstrate value in an effective, cost-efficient and straightforward way. Offering predetermined tiers (typically Bronze, Silver, Gold) that respond to different business objectives, deliverables and budgets simplifies the workload for the service provider and leads to greater productivity and profitability.

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