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All the latest on the MSP industry, the technologies it uses, and the customers it serves. Highlight has spent the last 20 years watching that relationship and how those services are delivered and consumed. As an independent source of truth, we get a lot of honest feedback and opinion from both sides about what customers want and what difficulties MSPs face delivering it.

Read our thoughts, below.

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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…

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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 —…

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ITSM has been a building block of IT service management best practices for years — it’s in the name (IT Service Management). But with new versions of ITIL (one of many best practice ITSM guidelines),…

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On average, customer churn costs businesses around $1.6 trillion per year. This is terrible news across all industries, often exceeding the costs of customer acquisition in the first place. Worse, bringing new clients up to…

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IT and network services are highly competitive and increasingly commoditised. Standing out, growing margins and closing new deals are all interrelated challenges that require dedicated answers to improve outcomes and create a sustainable future.  As…

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For the more than half of managed service providers who experienced monthly revenue decreases through 2020, growth seemed further out of reach than ever. Increasing pressure from IT commoditisation trends have only added to the…

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