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Taking the hassle of IT services out of the office - Managed ICT Services 2017 (Abstract)

Taking the hassle of IT services out of the office - Managed ICT Services 2017 (Abstract)

Taking the hassle of IT services out of the office - Managed ICT Services 2017 (Abstract)
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Taking the hassle of IT services out of the office - Managed ICT Services 2017 (Abstract)

Chief Technical Officer Steve Blanche talks to Alex Meehan from the Sunday Business Post in the 2017 Managed ICT Services Report about how outsourcing managed services is becoming more and more common in today's workplace. 

Taking the hassle of IT services out of the office - Managed ICT Services 2017

 

“Outsourcing has become a standard way of operating for enterprise organisations now. They have less willingness to invest in internal skillsets, for a variety of reasons. Diversity of technologies is one – it’s becoming increasingly difficult for a small team of people to maintain expert status on an ever-growing range of technologies. “Fluidity of resources and expensive resources in the IT market is another. This has made it more of a challenge to develop internal IT teams and it’s just basically becoming easier to outsource. By doing so, you get access to better skills and a wider range of skills, as well as a resilience in your skillset in that you’re not dependent on single individuals with significant skillsets in particular technology areas.”

However, Blanche has remarked that there is a widespread problem among managaed services specialists to find enough skilled people to meet demand. “Even for managed services providers, the skillsets are hard to come by and we have several advantages. To begin with, we can offer employees more variety. In a single outfit environment, when things are running well, there’s little to do other than maintenance. It’s more interesting to work in a managed service provider’s multi-faceted environment where a lot is going on,” he said. “In addition, people can get exposure to many different technologies and challenges. At the same time, we’re expanding our services all the time so we’re always looking for good people.”

When the recession was in full reign, it was common to see outsourced managed services sold on the basis of cutting costs and expenditure. Do we know if this is still a factor in today's climate? Blanche says yes, but under different provisions and the reasons have changed. “It can definitely be cheaper to outsource your technology needs to a managed servicer provider, but in recent years we’ve also seen things move to a 24-hour a day, seven-day a week cycle. So a company provisioning an internal resource has to find the right staff not just once, but three times if they want to provide skilled cover for three eighthour shifts a day. That costs a fortune,” he said. “Yet that 24/7 cover is increasingly what companies want because their customers in turn expect them to work to that schedule. If you look at the way business is going today, it’s mobile, it’s accessed from anywhere and it’s expected to be accessible at any time.”

With the world of business moving away from single time zone, nine-to-five office hours, people increasingly want to work where and when suits them. They want to be able to access data when it’s convenient for them and
facilitating this can be a real challenge. “Essentially, you’ve got to meet and service those requirements in order to properly give your business the leverage it needs to compete with other businesses, because that’s the world we live in,”

“The first thing you’ve got to look at is that all these services need to be monitored end-to-end so all of the component parts get monitored as well, so that’s network, platform, hardware, operating systems, applications and then end-user access,” said Blanche. “How are people accessing the applications and at what kind of service levels? “We set service-level objectives around all of those services in order to meet service-level agreements, so we need to know what kind of performance and capacity should that service have?”

“In order to get there and realistically baseline all of that, we need to do a business analysis engagement with the customer to understand what their business strategy is.“For some it will be organic growth and for others it will be acquisition-based,” said Blanche. “If they are expanding through acquisition, then they’ve got to incorporate and ‘on-board’ potentially lots of new users and services into their own business quickly and easily. That raises security issues and again we need to know what new cloud services are being used and how they’re integrated. “The big news at the moment is the general data protection regulation (GDPR) due to come into force in 2018 and the potential consequences and implications that’s going to have on every business throughout the EU. Even outside that, security and the increase in mobility and anywhere-access have had significant consequences.”

To find out more about how Ergo can help with your managed services, contact us here today.

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