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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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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…

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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. …

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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…

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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….

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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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