The rapid growth of the internet technology has brought with it a revolutionary Managed Service Support that helps enterprises to leverage their resources in the most cost-effective manner. The term Managed Service Support is a buzz phrase for any service or product which is managed by an external third party. The word 'management' in the name implies management of a service or product. However, unlike traditional management, Managed Service Support does not entail hiring and training new staff to manage a business's IT systems.
In contrast to traditional IT management, a Managed Service Support provider actually delivers the service through an external service desk. This enables end-users to avail the support as and when required rather than waiting for a technician to visit them on a regular basis. Managed Services transforms the traditional, fail-over, monitoring system of end-user support into a proactive application of ongoing maintenance, monitoring and even proactive correction. Under normal circumstances, end-users call up the support desk to report an issue. However, with managed services, end users are able to log on to the managed services platform, check their email, browse the web or even perform other normal functions while their system is being maintained or repaired.
With the traditional support model, the client-side software is installed on the computer of the user (the IT supplier) who then becomes the point-in-charge (or manager) of the entire IT infrastructure. The in-house technician is deployed only when the client requires service. Often, this leads to a high level of personnel and man-hours involved in managing the client's systems. Furthermore, the IT supplier has no control over the hardware installed on the client's computers. Lastly, there is no direct interaction between the client and the supplier. These issues lead to a large number of defects that can take a long time to find, fix and, in some cases, to repair.
By contrast, managed support provides end-users with real time access to a full time service desk technician when they require assistance. When the technician is not on site, the support team deploys personnel at the client's location who are then able to respond to customer inquiries, requests for help and more. Managed service also allows companies to reduce costs associated with manning a full time in-house IT staff. While there will still be some personnel required to handle calls and respond to customers, the bulk of the workload is effectively handed off to the managed support team. This leads to a reduction in expenses associated with employing a full time in-house IT staff.
Managed support channels provide managed service support based upon the geography of the customer. For example, Microsoft provides channel partners in Europe, Asia Pacific and Latin America to Citrix provide channel partners in Australia and the Pacific Region. Each of these channel partners will have different strengths and capabilities, which means that a company operating in one region can't simply switch their managed support channels over to another region without incurring expenses and downtime.
Managed support also enables companies to save money by not having to purchase expensive hardware or peripheral peripherals. The cost of maintaining and repairing hardware is very high and it can quickly become costly. On the other hand, operating a full time service desk can incur significant expenses just to hire a trained customer care manager. By deploying Managed Service Support, a company can leverage the inexpensive cost of hardware and other peripheral devices and instead channel them through a managed support channel which will provide them with hands-on, real-time access to knowledgeable technicians.
To further illustrate how Managed Support can benefit an organization, consider what a technician can do when they are performing maintenance on a managed device. For example, if a technician is diagnosing a problem with a device, they may be able to troubleshoot the device through the usage of their training programs or they can utilize a manual troubleshooting tool. If a technician is not able to solve the issue, then they can still troubleshoot the device using their software tools or through the use of their peripherals such as printers or scanners. In either case, a technician will have access to all of the relevant peripherals that allow them to complete the task in the quickest and most effective manner possible. When they do not have access to certain hardware or certain peripherals, a technician can rely on a full time service desk employee to provide them with assistance. However, when a company utilizes Managed Service Support, the customer service representative does not have to wait for hours or days until they are able to speak with a technician because the technician is always available.
The technology that is emerging within the Managed Support service management industry is fast making advancements on a daily basis. It is predicted that in the next five years, the Managed Support industry will experience unprecedented growth. The future for Managed Support is truly global with Managed Support Services being the industry leading provider of proactive technical support. This service management is now a key component to every major enterprise in the business world today and will only continue to grow as the industry leader in providing proactive tech support.