Richard Thomas

A recent survey of SD-WAN managed services found that over 80% of enterprise organisations and end-users were increasingly aware of SD-WAN technology as they looked for managed services.1 The respondents were especially interested in hybrid and co-managed options. When asked, survey participants identified co-managed or self-service portals as the critical feature in a managed environment….

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The massive and exponential growth in the Managed Service Providers (MSPs) market has resulted in near-complete market commoditisation, and a standardisation regarding what customers expect from their service providers. Fundamentally, if you don’t provide a solution, customers believe that another provider will.  At the same time, the market has become hugely lucrative, with the global…

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As more and more industries prioritise digital transformation in the post-pandemic environment, the IT services market has both rapidly expanded and become increasingly commoditised. What’s more, an influx of businesses have entered the market in response to greater demand. Now, the solutions offered by Managed Service Providers (MSPs) have transitioned from a unique proposition into…

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It’s no secret that the last decade has seen a massive increase in the commoditisation of IT services. As a result, managed service providers (MSP) need to work harder than ever to separate themselves from the pack, but what do MSP differentiators look like? Moving far beyond simply valuable, IT services are the foundation of…

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Highlight is an insights platform built specifically to transform the commercial strategies of MSPs and other IT Service providers. It enables business-level users (sales teams, service managers, operations agents and product managers) to access actionable insights about network performance data and use that information to drive decision making.  It then connects those users and insights…

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There comes a point in any industry when enough people know that the product or service being provided is valuable. Shortly thereafter, more people will start offering that product or service, because the market exists.  At that point, the product or service stops being unique and hard to find, instead it starts to become a…

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And how to pick the right one as a service provider in 2021 Network monitoring is a staple of IT services. As a service provider, it’s critical to understand how you stack up against SLAs and maintain high standards for your customers — fixing problems as they arise or undertaking preventative maintenance. Monitoring tools are…

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The relationship between you and your customer will be heavily influenced by your customer service strategy – and whether you actually have a thought-out strategy in this area, or just respond tactically to customer requirements. This becomes increasingly true when we talk about customer retention and acquisition — it typically costs 6-7 times more to acquire…

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You’ve likely heard about the ITIL service lifecycle and the service value system — what you might not be too familiar with is what exactly differs between both. Each framework is used as a means to the same end — to create and provide value once the demand and opportunity for it arises. Lately, however,…

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For many years, ITIL has been the major IT Service Management (ITSM) framework — loved and hated in equal measure. Since then ITIL has undergone multiple overhauls, not least the fundamental overhaul of 2019 — moving from v3 to ITIL 4. While ITIL 4 is an excellent step forward from previous versions of ITIL —…

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