FAQs on Global Managed Services Answered

1. How does Outsourcing Managed Services Help My Business?

Outsourcing the day-to-day management of servers, systems, networks, backups, security etc. to qualified experts that are appropriately skilled for carrying out IT operations opens doors to an array of benefits. These include:

• Improved availability, scalability, and flexibility of IT infrastructure
• Continuous value via periodic hardware and software updates and process improvements
• Enhanced security and compliance posture
• Increased robustness, predictability, reliability, and resilience of IT systems
• Enhanced business agility and the opportunity to drive innovation
• Better growth and revenue prospects
• Access to best practices, industry standards, and the latest skill sets
• The ability of your in-house IT team to focus on tasks of strategic importance
• A substantial reduction in operational and overhead costs
• Around-the-clock troubleshooting and technical support

2. Which Projects or Services Should I Consider Outsourcing?

A qualified Managed Service Provider would have the capability to comprehensively manage every aspect of your IT: right from IT Strategy and Planning to Program and Project Management, IT Service Management, Business Application Support, Data Protection, Cybersecurity, Product Development, and Cloud Advancement.

Although it is advisable to outsource as much of your IT as possible, the decision depends entirely on where your business is now, what challenges you are looking to overcome, and what goals you are looking to achieve. The Managed Service Provider you engage with will be able to educate you about the different services. However, based on your business needs, you could:

• Begin by outsourcing your Service Desk, so you can ensure customer (or employee) issues are solved on priority
• Consider outsourcing Application Support and Maintenance to ensure they keep up with changing trends
• Plan for the provider to take charge of Infrastructure Performance, so you optimize overall functionality and performance of your IT ecosystem

3. How do I Know My Data is Protected?

Although Outsourced Managed Services are highly profitable and convenient, it does require organizations to understand the risks involved. Right from data security to IP confidentiality – to minimize the impact of data breach or misuse, careful preparation is required in establishing the right procedures and strategies.

However, when you partner with a qualified and respected Managed Service Provider, you can be rest assured of the risks. Most providers today lay a lot of emphasis on data security and protection:

• They have all the qualifications, processes, and skills needed to establish a robust security foundation and prevent data breaches and other security threats
• They have a good understanding of the various types and levels of risk and conduct risk evaluation of every service: including operational risk, financial risk, information disclosure, and other regulatory compliance violations
• They make sure to regularly educate their staff on the latest cybersecurity trends as well as train them on how best to handle threats

To avoid any seepage of data, make sure you have a good understanding of the security policies in place. Together with your vendor, run through all the Non-Disclosure Agreements, Encryption, Access Control, and Authentication mechanisms and ensure the technical safeguards installed by the Managed Services Provider are in line with the vision of your company.

4. How do I Get Insight into the Technology Partner Team’s Activities?

When you engage yourself with a qualified Managed Service Provider, you are sure to receive only the best services. However, it is natural for you to want to be aware of the tasks being carried out by the provider, the challenges that are being faced, as well as have knowledge of what’s happening. Holding regular meetings with your technology partner’s team is a great way to monitor development and milestones, get a real-time view of tasks as well as get a chance to review their work – thus ensuring both quality and progress.

Also, to avoid any miscommunications, make sure to clearly state roles and responsibilities from the beginning of the engagement, so everyone knows what is expected.  When everyone has clarity on their individual and team tasks, there is a better chance of achieving shared goals quickly.

5. Will I Lose Control Over My Infrastructure and Processes?

When you get into an outsourcing agreement, you are giving the rights of IT management to a third-party. But that in no way means you will lose control over your infrastructure or processes. Since all requirements, terms, and conditions are finalized at the start of the engagement, make sure to have a firm, written agreement on the various aspects: right from who will have control over processes, what support model the vendor will use, and what the SLAs for issue resolution will be.

Since technology outsourcing will allow you to concentrate on critical functions, a firm agreement will ensure control continues to lie with your business and that all critical IT-related decisions will be taken with your support, approval, and sanction.

6. How do I Choose a Trusted Managed Services Partner?

In today’s era, it is natural for all service providers to claim creditability and capability when approaching your business. But instead of simply believing in their capabilities, it is important for you to carry out thorough evaluations and assessments before making a decision.

When on the lookout for a qualified Managed Service Provider, make sure to evaluate prospective providers on their:

• Experience and expertise in managing end-to-end Managed Services projects in the past
• Knowledge and experience of providing outsourcing services in your industry
• Know-how of industry best practices and standards
• Onsite, cloud support, and cost models
• Skillsets and qualifications of resources and size of the team
• Communication plan and SLA and metrics