Let’s get straight to the point. Outsourced IT Managed Service Providers (also known as MSPs) are a commodity, right? Nope. Yes? Then again, no. Wait, maybe? What does an MSP do again?
Truth be told, the market is saturated with MSPs. From global hardware manufacturers to local print copy suppliers all claiming to also provide technology services, the concept of MSPs has practically become dark matter – a hypothetical form of energy professing to drive business value. The built-in automation of service delivery tools and the wizardry of cloud services have obscured the complexities of IT Service Management (ITSM). What used to take trained application and system engineers to design, implement and manage, can now be completed with a few clicks by the office manager.
Don’t get us wrong – these are all great things. Bringing aspects of IT functions to a level of automation is part of the maturation of an evolving IT service industry, and one that can benefit businesses. But this also implies a boilerplate approach to IT solutions. This one-size-fits all approach ends up revealing that most businesses still desire a calculated tailored personal approach to ITSM.
enPower’s IT Management framework is multi-dimensional, taking technology services to the next level. This framework is the customized implementation of systematic processes coupled with IT service delivery tools, defined by governance policies, monitored, measured and re-tooled to ensure reliability and quality of IT systems and technical support. Essentially, the value of our framework is determined by function plus quality. The function defines the type of services being offered, while quality is determined by our ability to execute around the business directives of each client.
Understanding and defining ITSM services can be elusive. We have discovered four principles that guide us through the confusion that we like to refer to as The Basics.
IT Management: The Basics