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Outrider have recently managed a request for proposal exercise for Managed Service Providers (MSP) on behalf of a client. It proved to be a journey of discovery as many of our initial expectations about the sector were turned on their head.
We looked at a great deal of high quality responses with little to differentiate them in the core service support space - but that is where the similarities ended. Each support model proposed was unique and we observed differences in the following areas:
- on-shore vs off-shore resourcing
- cloud computing approach
- personalisation of the client engagement
- approach to line of business application support
- complexity in the support delivery process
- pricing models
Our view is that the MSP space is set for disruption as it becomes easier and easier for businesses to self support in key technology areas like desktop licensing and hosting. This makes it an interesting time if your business is in a long term MSP relationship and you are looking to significantly shift your operating model over the next 2-3 years.
Change for change sake is never a good approach BUT if you are thinking about an improved MSP outcome there are plenty of different options available that may provide a better fit for your business.
Change for change sake is never a good approach BUT if you are thinking about an improved MSP outcome there are plenty of different options available that may provide a better fit for your business.