5 Managed Service Providers Myths

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The term “Managed Services’ has become somewhat ubiquitous when describing services provided by an outside IT partner. To some, the term means simply  ‘helpdesk.’ To others, it means subscribing to Office365 ®, or its remote-only support on a pay-per-hour basis. The truth is, a Managed Services Provider (an MSP for short) assumes responsibility for providing a defined set of services to its client.

Company IT leaders as well as senior corporate management perceive that having an MSP is more of a luxury than a need. However, when considering the ever-increasing complexity of IT environments, coupled with new challenges encompassing security, IoT, BYOD, Cloud-based solutions, and more, an MSP is no longer just nice to have, it’s a necessity for organizations large and small that are operating with limited resources, knowledge and aging network infrastructure.

Simply put, the following myths are holding technology teams back from the increased agility and the strategic value an MSP brings to an IT department’s tool chest. By debunking some of these myths with facts about MSPs, your business will benefit by realizing IT’s untapped potential. Let’s go!

Myth #1. We already have infrastructure management tools. Why do I need Managed Services?

Network and application management tools are complex and time-consuming to maintain. Many organizations invest in these tools, yet never realize the full return on investment because they lack the knowledge, time, and staff to correctly implement and maintain them. The reality is that managing proactively rather than reactively is simply not feasible for many IT teams, no matter what monitoring technology is used. This can be due to cost, time, and/or the skills and effort required. Sometimes even managing the tool itself is a task many IT teams are ill-equipped to handle.

Managed services from Global CTI  can give your team the data it needs to operate proactively at a low cost, reducing the risk of costly business disruption, and creating more satisfied end-users. This sets your internal team including stakeholders and users up for success, knowing your network needs are constantly being monitored, maintained and protected.

Myth #2. My manufacturer’s warranties cover my needs.

It’s true that many OEMs provide warranty services such as onsite replacement with SLAs as low as two hours (provided your budget is big enough to pay for such premium services). The problem? This is a reactive response to a failure. And regardless, the OEM cannot cover the business impact caused by the device being down in the first place, or the cost of the time required for staff to communicate with the manufacturer’s representative, facilitate returns and replacements, re-install, and integrate the new equipment within the IT environment. The effort required to manage a covered replacement distracts your team from higher-value activities.

Managed Services Providers (MSPs) can often detect imminent failures in equipment BEFORE it becomes a problem that impacts the business. By proactively monitoring and responding to alerts, MSPs can get the problem diagnosed early on and develop a workaround while the failure is being corrected.

Myth #3. I have time to manage the details.

As an IT leader, your time is extremely valuable. Every hour you spend on managing vendors or other tactical activities is time that could have been invested in increasing IT’s value to the business. The simple fact is, even in smaller environments, IT leaders do not have the time to do everything including network maintenance, cybersecurity, user training, BDR processes and other mandates along with on call user support. If you run a 24/7 operation, this can exhaust even the most dedicated team.

Again, with the ever-increasing complexity of IT and the demands put on it by the business, time is a luxury many just cannot afford. Global CTI has worked with  many CIOs, and each one has cited long working hours, insufficient staff, and an endless list of projects as reasons their team burns out. It is unsurprising that IT has the third highest turnover rate of any profession. Constant staff turnover is an expensive and inefficient way to run a business, at best and prevents consistent network service and support.

Myth #4. An MSP will replace my valuable employees.

In consideration of Myth #3, IT leaders should view MSPs as an extension of the IT team, not as a replacement. MSPs are experts at managing infrastructures and services. They are NOT experts in YOUR business. For that reason alone, replacing an IT staff with an MSP is a bad idea.

By augmenting your team with a competent MSP that can provide a solution customized to your business needs, you create an overall stronger IT team that can support the business now and into the future. Ideally, your team establishes the business goals and aligns them with IT initiatives, while the MSP optimizes the infrastructure and environment to execute the goals. Meeting your organizational goals should be rewarded, not penalized with fewer staff.

Myth #5. I can hire the specialized expertise we need.

Sure, when budget allows, hiring highly trained, highly specialized staff may be an option. The problem with that strategy is two-fold:

First, IT specialists are expensive. In fact, the more ‘initials’ they have after their name, the costlier they tend to be. And, given how specialized that person is, he or she will have a very limited role within your team.

Second, most highly skilled talent are often under-utilized due to their limited scope of work; this is true even in large, highly complex IT environments. Because of this, these folks tend to move around a lot, and are easily poached by other organizations; effectively increasing their cost even more as you are forced to spend time, resources, and money to recruit and re-train replacements more often.

With managed services, you gain access to expert staff without being the sole bearer of the high salary costs and the risks of rapid turnover. Effectually, MSPs can protect you against knowledge ‘walking out the door.’ Plus, MSPs like Global CTI are certain their team is trained and certified on an on-going basis so our knowledge is first-hand and current. Your internal team doesn’t need to spend hours in virtual webinars for training when our team can step in and get the job done immediately.

Why Global CTI as your MSP?

If you’re looking for a true technology partner who understands the modern challenges, opportunities and business KPIs within your industry, you’ve found them. Global CTI’s core MSP business is within public and private sectors, with customers stretching across California from Redding to Calexico, and beyond to national providers. We have invested heavily in key vertical markets to ensure our team understands your business from the inside out.

The strength of Global CTI is our ability to deliver solutions on budget and on time. Our structure includes dedicated installation teams, each with a project manager and a lean management structure that enables us to stay nimble and responsive to our customers.  Our operations team includes 25 people with a multitude of technical certifications, all focused on understanding and supporting your organization’s objectives. Once the initial install is complete, you’ll find our 24×7 California-based client support department is easily accessible 365 days a year (even Christmas) for any user support issues or technical problems your internal IT team may need assistance with.  In fact, most service tickets are resolved in under 10 minutes, including holidays.

For more information, check out Global CTI’s Managed Data Services.

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