Managed Service Providers

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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If you’re working in the cloud and have a handle on the latest technology, being an MSP is a big opportunity. However, for those still focused just on the office environment and physical PBX, you are likely to have difficulty. Moving away from the single sale model and adopting a recurring revenue is the key…

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There have been several big changes that service providers will have already made (if they’ve been around long enough). Starting in the late 90s, ISPs that made money by charging subscription fees, led by Demon Internet’s £10 a month service, had to quickly adapt to Freeserve’s subscription free model. The first big technology shift came…

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UC is great when you have good bandwidth, but as other network traffic starts to compete for that bandwidth, voice and video communications fail to perform, and users will notice immediately that something has gone wrong. Providers need to be able to respond efficiently by having a good understanding of how the infrastructure is being…

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SD-WAN has been coming down the technology pipeline for a while now. Since the wide-area aspect of Software Defined Networks (SDNs) came to prominence perhaps five years back, service providers have been trying to work out how, and when, it will land in their market. We know this because, as a business specialising in giving…

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Historically, this has meant talking to each of those devices individually, using protocols like SNMP (the Simple Network Management Protocol). This isn’t a simple task: some of those devices might be next door in London and respond quickly, others in Australia or Hong Kong take a bit longer to reply. The devices might have been…

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