Mastering the Managed Security Service Model
Margin pressures, economic conditions and customer expectations are compelling systems integrators to alter their traditional business model in order to create new streams of RMR. Learn the keys to launching a managed services platform and how to navigate common hurdles on the way to success.
Photography by Yuda Chen
Automated notification services — Remote notification services can interact with monitoring software to notify technicians via phone, E-mail or text when security systems require attention. Some services also support escalation and on-call scheduling.
Call center services — Some outsourced call answering services now include tier-1 technical staff who can identify themselves as representing the service provider, help determine the client’s need and assign your company’s resources based on escalation rules and skill sets. Service providers typically pay for this capability by the call or by the minute.
In addition to subscription-based tools, there are a wide variety of online resources available to help security integrators understand the finer points of managed services, from sales challenges to service delivery to financial management (see sidebar).
Security integrators new to managed services should consider implementing initial services with a trusted, long-term customer who is willing to act as a partner, and/or should consider developing the services for internal systems. This approach will allow managers to test the robustness of each service capability and fine tune operational details before public launch of services.
Systems integrators affected by the economy in recent years must strive to develop creative approaches to adding recurring revenue models to foster fiscal stability and offer consistent, quality services. The managed services approach, while requiring significant changes to an integrator’s operational model, offers an excellent method to migrate from a boom-and-bust business environment to one characterized by a more steady flow of revenue and a significant improvement in margins.
Explore Managed Services Resources Online
A wide range of informative material, tools and services surrounding managed services is only a click away on the Internet. (The following resources are for reference only; the author does not represent or endorse any of the products or agencies listed.)
Hosted professional services automation (PSA):
- autotask.com
- connectwise.com
- tigerpawsoftware.com
Remote monitoring services for multicustomer use:
- kaseya.com
- levelplatforms.com
- n-able.com
- spiceworks.com
Notification services:
- pagerduty.com
- pingdom.com
Managed services guidance:
- mspalliance.com
- mspmentor.net
- mspu.us
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