What is a managed service?

 

848 GROUP: MANAGED SERVICES

Our Service Lead, James Fereday explains ‘What is a Managed Service?’

You’ve been offered to be taken on a Digital transformation Journey, maybe even led down the garden path, crossed the t’s and dotted the i’s. However, you’re still unsure what exactly is the Managed Service you have just bought from the very nice slick sales person who is now driving off into the sunset (read working from home during COVID-19) never to be seen again.

First call goes into the support number you scribbled on your notepad while discussing the contract, you hear a reassuring voice of an engineer only to be told the words “Sorry, that’s not covered as part of your contract”. Frustrated because the contract doesn’t state what is and isn’t covered, you spend the next three to five years battling for the support you believe you have paid for coming out with more grey hairs and as angsty as a teenager that has discovered Nirvana (or whatever the kids are into these days). You put yourself out there again, afraid to go through the same process yet again, I mean better the devil you know, right?

Hopefully this story doesn’t sound familiar, but we know this experience happens. Clarity is something that is key when engaging in any contract and I am sure with your business hat on no one would enter a contract blind, but that still doesn’t answer the question – What is a managed service?

Wikipedia definition – “Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions in order to improve operations and cut expenses.”https://en.wikipedia.org/wiki/Managed_services

A very ambiguous string of words that on a whole doesn’t really mean a lot without context, although you shouldn’t read everything you believe on the internet especially Wikipedia. (Did you see what I did there?)

“A Managed Service is an agreement between a customer and a Managed Service Provider for the proactive support of an agreed set of criteria that is documented and approved by both sides, the Managed Service contract is not an all inclusive document however will detail fair usage and out of scope work where possible.” 

– James Fereday, 10th June 2020

Over at The 848 Group we are proud of our Managed Service offerings and being able to tailor our offerings to our customers. No one size fits all approach but a clear upfront understanding of what is covered within your contract and what isn’t, and how we can help and go above and beyond when it’s not covered because after all we are happy to help wherever we can.

You may have seen our Plan. Build. Run. Methodology on our website and sharing’s across our media platforms but allow me to break this down for you in regards to a Managed Service with The 848 Group.

PLAN

Discover and discuss the requirements of your business, how that looks now vs projected growth to ensure we can offer the right solution for the duration of the contract and there are no hidden surprises along the way. Map out the nuances of your Managed Service requirement and discuss how that will look from a day to day perspective.

BUILD

Work closely with you as a customer to ensure smooth transition of Managed Services. This will include the generation of support documentation, SLA creation, On-boarding and initial Hypercare. This is laying the foundation to ensure both parties have everything they need to deliver an excellent level of support, against what is covered and a solid understanding of what isn’t covered in the Managed Service agreement.

RUN

The day to day. In an ideal world this would be where nothing goes wrong, all services run flawlessly from implementation to decommission however, this is rarely the case, things break and this is where we will help in any way we can. This can include patching of agreed critical and non-critical hardware or virtual environments, continued monitoring of those virtual environments and hardware. Day to day queries raised by end users, the addition and removal of users and licences. Proactive monitoring of agreed systems enabling the Service Desk to act as soon as possible should an issue occur and resolve the issue in a timely manner. We would also be more than happy to discuss any further requirements not currently being met either during our regular Service Reviews with customers or just a quick catch up.

Now every Managed Service Provider out there will offer a variant of a Managed Service and not all Managed Services are born equal, but by listening to our regular service reviews with our Managed Service customers we change and adapt our services as best we can with the feedback we receive and due to this we have received an average score of 4.25 (Out of 5, with 5 being better than the rest) from our Managed service customers this month. I’d ask you if your Managed Service Provider can say the same? But that would be a bit of a cheap shot wouldn’t it? 

However if you would like to discuss your Managed Service requirements and how we at The 848 Group can help, please feel free to give me a call on 01785 847693 or email me at James.fereday@848.co James.fereday@848.co

I look forward to working with you!

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