Managed Service Providers

Martin Saunders, Product Director at Highlight offers guidance to resellers and MSPs on how to add to their portfolios. Evaluate your current portfolio Whilst it is easier said than done, resellers and MSPs need to keep in touch with customers to understand what their problems are now and what they might be in the future….

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As enterprises are more and more dependent on their IT, but less and less interested in how it works, MSPs become increasingly important. The whole point of an MSP is that you are removing the complexity of IT and helping your customer to focus on their business.  If you’re working in the cloud and have…

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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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Martin Saunders, Product Director at Highlight examines the MSP landscape in the UK, their business models, and the changing needs of their customers.  MSPs have a really important role, particularly in the area of technology adoption. As technology becomes increasingly complex, MSPs can keep on top of everything, simplify what is on offer and take…

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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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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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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), not to mention COBIT, ISO, FitSM and more, the number of frameworks, suggestions and strategies can be more confusing than…

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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 we move further into 2021, there are examples of positive change. The growth of IT service requirements caused by the…

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At Highlight we’ve had the privilege of working alongside some fantastic service providers, each of whom are doing incredibly exciting things. Of course, we all know about big-name MSPs like BT, Colt, and Virgin, whose achievements speak for themselves, but the companies that really stand out to us are the smaller businesses making large waves….

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