Managed Services/IT Outsourcing
Often, the analysis we made when we performed the IT Outsourcing assessment is that the managed service provider (MSP) is excellent in managing reactive issues, but lacking in managing proactive issues.
Major pain by MSP is hiring the right people.
The skills and mindset needed to manage a customer’s IT systems is different from break-fix/preventive maintenance due to the nature of the MSP is to not to have problems. They fix and work on things before they become broken.
They need to be focused not on solving problems but on proactive daily maintenance issues that will keep IT managed objects from breaking.
If the MSP “beautity” their problem management processes and as much as possible automate the monitoring of the IT managed objects, possibly, they can operate in the optimum level.