Strategies for managed service providers: applying best business practices

Managed service providers operate in a large and rapidly expanding market, but addressing the related revenue opportunity will be challenging. This report uses examples from across the MSP industry... もっと見る

出版社	出版年月	電子版価格	ページ数	言語
Analysys Mason アナリシスメイソン	2019年5月28日	US$4,999 ベーシックライセンスライセンス・価格情報注文方法はこちら	19	英語

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Table of Contents

Summary

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Table of contents:

About this report

Executive summary

Research overview

Challenge: MSPs will need to invest in making wide-ranging changes to their business models and their portfolio to capitalise on this opportunity

Solution: MSPs should diversify their service portfolios, manage all aspects of the customer lifecycle and become KPI-driven businesses

Recommendations

Diversify the portfolio

Diversifying the portfolio can help an MSP to differentiate and improve its margins

MSPs should provide a set of core services to form the basis of an MSP business and add more differentiable services over time

M&A can help MSPs to diversify their portfolio and gain specific capabilities

MSPs of all sizes can enhance their portfolio; partnerships with vendors, tool providers and other MSPs can be of significant help

Manage the customer lifecycle

MSPs will need to perform at all stages of the customer lifecycle, from customer acquisition to support

MSPs need to invest in sales and marketing in order to increase their revenue

Direct face-to-face and digital campaigns are the most frequently used and the most-effective sales and marketing strategies

SLA-based pricing is the most-popular model for MSPs, providing scope to differentiate on quality of service and support and the justification to set higher prices

Acquiring and developing skilled sales and support staff is critical to the success of an MSP

MSPs’ key opportunity to differentiate lies in effective service assurance and support

Become a KPI-driven business

MSPs should be metric-based businesses, tracking and analysing business, service and satisfaction KPIs

MSPs should track customer satisfaction and retention metrics; most MSPs do not and, as a result, underestimate its impact on the business

A number of tools can help MSPs to deliver managed IT services more effectively and can provide the means to track and analyse KPIs

Appendix

Survey methodology and sample sizes

Descriptions of managed IT services

About the author and Analysys Mason

About the author

Analysys Mason’s consulting and research are uniquely positioned

Research from Analysys Mason

Consulting from Analysys Mason

About AMI-Partners

List of figures

Figure 1: Successful business practices that can help MSPs to capture the USD300 billion worldwide revenue opportunity by 2023

Figure 2: MSPs’ revenue by service category, worldwide, 2018?2023

Figure 3: Key factors for MSPs to be successful

Figure 4: Percentage of MSPs that want to add archiving and e-discovery services to their portfolio, by size of MSP, worldwide

Figure 5: Percentage of MSPs offering different types of managed ICT services, worldwide

Figure 6: Potential services for MSPs, by service category and potential for differentiation

Figure 7: Examples of acquisitions made by MSPs between 2017 and 2019 to gain certain capabilities

Figure 8: Top-three challenges facing small (red) and large (blue) MSPs in managing their own data centres (percentage of such MSPs that report these as key challenges), worldwide

Figure 9: The stages of a customer’s lifecycle with an MSP

Figure 10: Breakdown of a typical MSP’s managed IT services workforce, worldwide

Figure 11: Growth in managed IT services revenue according to the proportion of annual revenue spent on sales and marketing, worldwide

Figure 12: MSPs’ use of, and the impact of, different types of sales and marketing materials, worldwide

Figure 13: Example of a tiered pricing SLA model for MSPs

Figure 14: MSPs’ average annual rate of revenue growth according to the amount invested in training employees, worldwide

Figure 15: MSPs’ approach to developing and training staff

Figure 16: Key areas of service assurance and support for MSPs

Figure 17: The most important KPIs for MSPs

Figure 18: Percentage of MSPs that track various KPIs, worldwide

Figure 19: Average contract renewal rate for MSPs that do and do not track customer satisfaction metrics, worldwide

Figure 20: Percentage of MSPs using types of tools to deliver managed IT services, worldwide

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