A company’s IT infrastructure serves as the foundation of its operations. When effectively implemented and utilized, IT infrastructure enhances both employee and end-user experience and satisfaction, enabling organizations to achieve maximum productivity through technology. However, managed IT services can be complex and time-consuming, especially without a well-defined management strategy or IT framework. To fully benefit from managed services, it is essential to actively create and optimize these services. This is where IT Service Management (ITSM) and a managed IT service provider become important.

What is Managed IT Services (ITSM)?

Information Technology Service Management (ITSM) refers to the systems and processes a company uses to ensure its managed IT services are optimized and efficiently utilized across the organization. The goal of ITSM is to improve the quality, consistency, and availability of IT managed services.

ITSM covers a wide range of activities, from service strategy and design to operations and continuous improvement, managing the entire managed IT services lifecycle.

Types of Managed IT Services

ITSM processes are essential for managing and optimizing IT services, ensuring they align with overall business objectives. Here are some of the key types of managed services.

Remote IT Infrastructure Monitoring

Remote IT infrastructure monitoring involves the continuous surveillance of servers, networks, and endpoints to ensure smooth operations. An IT managed services provider proactively detects and resolves any problems—like system outages, performance snags, or illegal access—before they become serious. Businesses can maintain productivity, reduce downtime, and increase dependability with this round-the-clock monitoring.

Security Services

Security managed services are becoming an essential part of managed IT products due to the increase in cyberattacks. MSPs provide a comprehensive range of cybersecurity solutions, including endpoint security, firewalls, intrusion detection systems, and antivirus software. MSPs assist companies in staying ahead of changing cyber threats and guaranteeing regulatory compliance by using a multi-layered security strategy.

Managed End-User Services

End-user services focus on improving the experience of employees and customers who rely on IT systems. This covers help desk assistance for addressing connection difficulties, changing passwords, and troubleshooting hardware or software problems. In addition to the fundamentals, MSPs often provide device management, end-user training, and smooth integration of new apps, allowing users to continue working uninterrupted.

On-Site IT Services

For jobs requiring physical interaction, on-site IT managed services are crucial. To carry out repairs, system upgrades, or hardware installs, MSPs send experts to their clients’ sites. Additionally, they may optimize network setups, carry out cable and wireless installs, and do site evaluations to pinpoint areas that need improvement. These managed services provide the same level of accuracy in managing physical infrastructure as digital systems.

Cloud Services

MSPs provide a wide range of cloud services, from implementation and migration to optimization and maintenance.  An IT managed services provider helps companies manage private, public, or hybrid cloud systems while guaranteeing resource efficiency. They manage cloud-based workload allocation, data storage, and disaster recovery while guaranteeing adherence to data protection laws. 

Project-Based Managed IT Services

Project-based managed services are essential for businesses working on major IT initiatives. These services might range from carrying out a sophisticated data transfer to designing and deploying a new ERP system. MSPs guarantee that projects are finished on schedule, under budget, and in line with corporate goals. Their proficiency with technologies and techniques, such as agile project management, reduces risks and guarantees seamless transitions.

Communication Services

An IT managed services provider provides smooth cooperation by assisting companies in managing and optimizing their communication platforms. These services include email platforms, video conferencing software, instant messaging tools, and Voice over Internet Protocol (VoIP) system implementation and maintenance. MSPs handle licensing and updates while guaranteeing the security and availability of communication networks. 

Analytics Services

Modern corporate strategy now relies heavily on data analytics, and MSPs are essential to overseeing this field. To derive useful insights, they gather, handle, and examine data from a variety of sources, including website traffic, consumer activity, and sales patterns. An IT managed services provider assists companies in improving customer experiences, streamlining processes, and making data-driven choices by using analytics platforms and artificial intelligence capabilities.

Managed Print Services (MPS)

Managed print services save expenses and inefficiencies by streamlining and simplifying printing processes. MSPs install or update printers, evaluate a company’s printing requirements, and provide routine maintenance. In order to guarantee optimum performance and supply management (e.g., toner or paper), they also provide continuous monitoring. Furthermore, managed services often entail putting security procedures in place to safeguard private information during printing.

Managed Backup and Recovery

MSPs’ backup and recovery services guard against the loss of important data from natural catastrophes, hardware malfunctions, and cyberattacks. These managed services include strong disaster recovery plans and automatic data backups that are saved in the cloud as well as on-premises. In order to minimize downtime and protect business continuity, MSPs evaluate these systems on a regular basis to make sure data can be recovered promptly and reliably.

Benefits of Managed IT Services for Organizations

IT managed services enhance a company’s ability to manage and control its IT infrastructure effectively. Here’s how it benefits the organization:

Boosting Digital Transformation: In order to ensure smooth digital transformation, it is essential that IT managed services align with the goals of the company and create a framework for the implementation of new technologies. This alignment enables organizations to undertake digital transformation initiatives more efficiently.

Reduced Downtime: By implementing key standardization, maintenance, and monitoring processes, managed services reduce the risk of system failures and minimizes downtime.

Better Deployment of Resources: Resources need to be allocated based on the right business needs and priorities. The structure provided by managed services ensures that service is planned and designed in the most efficient manner possible.

Improved End-User Support: Standardization through IT managed services creates service consistency, improves response and resolution times, and supports IT governance.

Better IT Analytics and Reporting: ITSM employs data-driven analysis to identify trends, issues, and opportunities for improvement more easily.

Stronger IT Process Development: IT managed services seeks opportunities to enhance and optimize IT processes throughout their lifecycle, resulting in better systems.

Increased IT Transparency: IT managed services offers greater visibility into IT operations and processes, aiding in developing insights related to costs, utilization, and collaboration.

Best Practices for Implementing IT Service Management

Effective IT service management relies on several key considerations, from strategy development to implementation and ongoing management. Here are seven best practices to help ensure the success of your service management strategy.

Best Practice #1: Assess ITSM Maturity and Develop a Clear Strategy Aligned with Business Goals

A common mistake for service and support teams is misjudging their current ITSM maturity, leading to goals that do not match their actual starting point. Therefore, the first best practice is to evaluate your maturity and identify areas where your service management strategy falls short. Consider factors such as whether you have enough agents to meet current demand, whether you are using a service management tool, how tickets are created, and whether customers know how to access information and submit tickets. 

Once you have established your baseline and maturity level and identified your business and team growth aspirations, you can align your service and support offerings with business goals. This involves consulting with key stakeholders from the IT service desk, business leaders, and customers. With their input, you can develop a plan with clear benchmarks to periodically review and adjust your strategy.

Best Practice #2: Implement Task Automation and Foster Self-Service Capability

Task automation stands out as a critical practice within ITSM. Automation serves several vital purposes: it liberates human agents to focus on more complex tasks, empowers customers through self-service capabilities, and cultivates a self-sufficient service environment. Collectively, these efforts contribute to the “shift-left” initiative, where Level 0/1 issues are handled through self-service, allowing agents to prioritize Level 2 and higher tasks, thereby enhancing customer satisfaction.

When starting with automation, prioritize tasks that already have some level of automation and align them with the needs of both customers and agents. Remember, automation should complement human effort rather than replace it, enriching overall user experience.

Best Practice #3: Define Metrics and KPIs for Your Service Management Strategy and Automation

Establishing key performance indicators (KPIs) for your IT service management software and any self-service enhancements is crucial for refining your strategy and pinpointing areas for improvement. To gauge the success of your ITSM and identify opportunities for enhancement, consider utilizing the following metrics:

• Level Zero Solvable (LZS): This metric assesses the effectiveness of knowledge articles before implementing self-service capabilities and serves as an ongoing measure of self-service success.
• Self-Service Usage: Measure the absolute volume and percentage share of overall interactions handled through self-service. Evaluate different types of self-service usage such as knowledge access, ticket creation, service requests, and automated resolutions.
• Software Performance: Assess the success and failure rates of ITSM systems, utilizing both system-generated data and end-user feedback. For example, track the percentage of knowledge searches that result in escalated tickets.
• Cost Efficiency: Analyze the month-to-month cost per transaction trend and compare it with other support channel costs, considering variations based on transaction volumes.
• Speed Metrics: Evaluate whether self-service accelerates issue resolution and provisioning, leading to reduced productivity losses.
• Employee Experience and Satisfaction: Monitor the performance of self-service against set targets over time and assess employee satisfaction compared to other communication channels.

Best Practice #4: Focus on Customer Experience and Value Creation

At its core, the service desk’s role is to generate value for customers and, consequently, for the entire business. To achieve this, it’s essential to promote the adoption of ITSM and self-service initiatives while discouraging customers from resorting to shadow IT or cumbersome workarounds. This requires placing a strong emphasis on prioritizing customer experience and delivering tangible value.

Transforming the service desk from a cost center to a value center involves becoming customer-centric. This approach necessitates a thorough understanding of your customers and adopting an outside-in perspective, collectively as a team. Start by identifying customer profiles and mapping their journey, comprehensively addressing their needs at each interaction point.

Best Practice #5: Implement an IT Service Catalog

Another effective practice in IT service management involves implementing an IT service catalog. This catalog is a crucial component of the Service Portfolio that is accessible to all employees. Simply put, the IT service catalog serves as the primary resource for locating IT services, hardware, software, and support. 

This plays a pivotal role in defining, prioritizing, and promoting IT services management to stakeholders. Your service catalog informs agents, customers, and managers about what services are available, enhancing their adoption of ITSM and self-service solutions.

Best Practice #6: Selecting an Effective IT Service Management Tool

Arguably, one of the most crucial best practices in service management is choosing a reliable IT service management (ITSM) tool. This managed service tool forms the foundation for all your IT services management, handling tasks such as ticket creation, tracking, incident management, and identifying broader issues by linking related incidents. 

Key considerations include evaluating the total cost of ownership (TCO), which includes implementation and administrative costs, assessing the maturity and scalability of the product, and ensuring ease of use. These factors are pivotal in choosing an ITSM solution that best fits your organization’s needs.

Best Practice #7: Build an Effective Managed IT Services Team

In addition to selecting the most suitable managed services tool for your organization, creating a proficient service management team within your IT department is crucial. It’s essential to assemble your team before initiating any significant service management changes or updates.

When forming your team, consider their preferred work styles. Determine whether they thrive in an agile environment or prefer a more traditional approach. Leveraging existing team dynamics and understanding each member’s strengths is advantageous. Empowering your team members to work in roles that align with their strengths and preferences contributes to better overall business outcomes.

Challenges of Managed IT Services

Finding the Right MSP

Selecting the correct IT managed services provider is essential since a bad match may result in subpar service, unfulfilled expectations, and even monetary losses. To make sure the MSP meets their demands and industry standards, businesses should carefully screen service providers, looking over SLAs, references, and qualifications.

Cybersecurity Risks

As MSPs have access to the systems of several customers, they are desirable targets for hackers. Your company may be impacted by a breach at the provider’s end. Make sure the managed services have stringent access restrictions, frequent audits, and strong security procedures to reduce hazards.

Vendor Lock-In

Reliance on proprietary tools or procedures may make it difficult and expensive to transfer suppliers or bring IT duties back in-house. To prevent becoming too dependent on a single provider, businesses should give preference to a managed service provider who employs flexible agreements and open standards.

Communication Breakdowns

Reduced service quality, unsolved problems, and missed updates may all be consequences of poor communication with  IT managed service providers. Successful collaboration requires the establishment of frequent check-ins, performance reporting, and open lines of communication.

Potential Cost Overruns

Even though MSPs often guarantee fixed prices, unanticipated expenses may surface when services are expanded or contracts are renewed. To prevent sticker shock, businesses should carefully evaluate contracts, avoid unnecessary services, and review pricing terms upfront.

Get the Best IT Managed Services with Technoforte

Transform your business operations with Technoforte’s managed IT services. As a managed service provider, our solutions are designed to streamline your IT infrastructure, enhance security, and boost efficiency so you can focus on driving growth and innovation.

Infrastructure Management: Enjoy seamless performance and maximum uptime with our expert monitoring and maintenance.

Network Management: Experience secure, reliable, and efficient network operations tailored to your needs.

Security Services: Protect your business with our advanced cybersecurity measures, safeguarding against threats and vulnerabilities.

Cloud Services: Leverage the power of the cloud with our scalable and efficient cloud infrastructure management.

Application Management: Keep your business applications running smoothly with our dedicated support and maintenance.

Data Management: Ensure data integrity and availability with our comprehensive storage, backup, and recovery solutions.

Help Desk and Support: Resolve IT issues swiftly with our responsive technical support team.

Compliance and Risk Management: Stay ahead of industry regulations and standards with our expert compliance and risk management services.

Choose Technoforte for the best IT managed services provider that elevates your business. Find out more here. Also, read about our IT staff augmentation services.

With Technoforte, you can also develop mobile apps on Android or iOS. Read more about that on our blog.