What are the Key Underlying Concepts in IT Services Management?

In recent years, more and more organizations have moved away from developing their internal IT expertise in favour of using managed service providers to address their IT needs.

Why? In the rapidly changing world of information technology, keeping up with the industry’s best practices can be costly and challenging for internal IT teams, especially in smaller organizations. Getting a higher level of service and expertise is important, which is why so many companies now rely on a managed IT service partner.

The value added by this new approach to IT management is undeniable. Dedicated IT service providers are able to leverage their expertise to help companies reduce their IT budgets, improve cybersecurity, troubleshoot problems and satisfy customer needs, all while providing greater cost certainty and operational flexibility.

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In short, an MSP helps companies achieve their desired business outcomes by improving the delivery of their products and services. This guide will explore the foundational principles of IT services management and explain the benefits of using a managed IT service provider.

What Are Managed IT Services?

IT Service Management Delivers Desired Business Outcomes

IT service management involves the preparation and delivery of technical solutions to meet the technology and service needs of companies, organizations and institutions. IT service management includes everything from planning and designing new systems, to deployment and continuous support.

Operational Efficiency

Managed service providers help improve the delivery of services to customers by devising technical solutions for operational issues, resolving incidents and continuously improving system performance.

Cost Savings

By allowing companies to streamline their operations, managed service providers help control costs and make budgeting easier. MSPs also make sure their customers get the most from their IT assets and save money by minimizing downtime.

Customer Satisfaction

Improved efficiency leads to the faster customer service and fewer technical issues, both of which are a huge boost to the customer experience. Having a Service Desk at your disposal to help troubleshoot computer issues is also an added benefit when partnering with an MSP.

Core Concepts and Processes in IT Service Management

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A foundational concept in IT service management is continual service improvement. Over time, service providers gain valuable insight on how to improve processes and procedures, which is a source of tremendous value for long-term planning about how to improve core business elements.

These concepts are put into practice through the following:

Service Capacity Management

Managing the IT needs of internal and external stakeholders is the primary focus for most managed service providers. The internal IT teams of client companies require clearly defined procedures to handle the wide variety of requests they find in their inboxes.

The solution to this service management challenge comes in the form of help desk and IT ticketing software capabilities that allows service providers to respond with great agility and efficiency.

Incident Management & Remediation

Avoiding IT disruptions and downtime is key to ensuring the smooth delivery of services and products for all companies. Resolving these issues quickly is critically important for service operations.

Problem Management

When similar incidents become a common occurrence, it points to a systemic problem. In cases where this occurs, a managed service provider will investigate to find the root cause of the problem and suggest solutions.

Asset Demand Management

Properly managing and maintaining IT systems to avoid service failures requires attentive oversight and planning. With a managed service provider, tracking the deployment, maintenance, upgrades and replacement of IT assets can be handled with far greater efficiency.

Introducing changes to IT systems creates operational risks. A small mistake in configuration changes can lead to costly breakdowns in project management. Configurable items (i.e. assets that require regular changes) are tracked in a configuration management database, with records kept for reference and analysis.

Information Security Management

Cybersecurity is a major concern for organizations of any size. Without a strong security framework, companies are at constant risk for cyberattacks, and a single successful attack can be potentially crippling.

Managed service providers help companies improve their overall security posture through proactive monitoring and comprehensive threat response procedures. Keeping IT systems safe from malicious threats is key to maintaining service delivery and stability.

Continuous Improvement

IT service management permits the continuous improvement of not only IT services, but also the whole spectrum of products and services offered by the client company. Because the managed service provider focuses on keeping the technical side running smoothly, companies are in a position to devote more time and energy to finding other ways to improve their business offerings.

The Advantages of Managed IT Services

Managed IT services provide companies the ability to manage the specific costs and risks of introducing changes to their IT systems, as well as increasing the efficiency and productivity of employees.

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This approach also helps achieve business goals by standardizing the delivery of services based on budgets, resources, and results, and ultimately improve the customer experience.

The advantages of IT services management include:

  • Aligning IT teams with business priorities tracked through success metrics
  • Facilitating cross-department collaboration
  • Peace of mind knowing that your assets and systems are constantly being monitored
  • Having an external IT department manage updates and warranty agreements
  • Improving request coordination for more efficient service
  • Responding quickly to major incidents and preventing downtime

The MicroAge Way

For comprehensive IT support and services, call MicroAge NWD. Enjoy peace of mind knowing that an external IT department is there to help you every step of the way! Invest your time and energy on growing your business, and we’ll take care of everything IT ! Contact us for a free consultation that will help you reduce downtime, cut costs, and increase efficiency.

Get the most from your IT

As service providers to more than 300 companies, the dedicated professionals at MicroAge are second to none when it comes to managed services. By improving efficiency, cutting costs and reducing downtime, we can help you achieve your business goals!

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