Is managed services a worthy investment? Yes, for 5 key reasons.


Managing the 24/7 operations of a complex IT environment is a relentless balancing act. Every change or problem demands attention as soon as it occurs. And with resource constraints and staff turnover, enterprise IT teams are increasingly looking for expert talent to help carry the load. Some companies turn to managed service providers (MSPs) to help alleviate the day to day workload, but a true operations management partner can help enterprises improve the operational processes that are at the heart of the issues in order to decrease the time and cost of remediating day to day issues.

Working with an operations management partner to take care of the 24/7 monitoring and management while helping to address core operational and process challenges can benefit your bottom line in ways that may not be immediately obvious. In our experience, operations management services can reduce annual IT costs by an average of 35 percent. That’s meaningful for any organization.

Top cost benefits: 24/7 attention, op-ex advantage, premium tools…and more

Operational management services extend your IT department, providing a range of cost advantages. Here are some of the major ones:

  1. Reduce the cost of employee turnover with better team productivity. Your network and infrastructure demand attention all day and night—and holidays and weekends, and possibly across multiple international time zones, too. Expecting your IT team to provide around-the-clock coverage carries hidden costs in the form of lost time for other projects. Strategic initiatives, technology adoption and future growth projects will be pushed aside. This can lead to burnout and high turnover as employees depart for more fulfilling or challenging opportunities.

    A trusted operations management partner can ensure coverage while your employees carry a balanced workload. Reducing stress and opening up opportunities for more strategic work translates directly into cost savings in the form of improved employee engagement and retention.

  2. Proactive issue prevention, before things get too big or costly. In an era of scarce IT talent, many in-house teams have little time to do more than react to a growing volume of user tickets. In contrast, an operations management provider can help stay ahead of the game through holistic monitoring and proactive management that reduces call volume and improves end-user satisfaction. They’ll also handle activities like patching and vendor management, creating a more stable environment and freeing your team for higher-level priorities and innovation.

  3. Establish a predictable op-ex cost. You can procure operations management services through a fixed monthly fee for services tailored to your priorities. A qualified service provider will be completely transparent about the services they provide and the results they achieve for your organization while allowing your finance team to accurately forecast operational costs months in advance.

  4. Access to premium tools and expertise; minus the capital cost of ownership. Let’s face it—robust infrastructure monitoring solutions are expensive and are often underutilized because of lack of training, time, or personnel. An operations management service provider assumes the cost of acquiring the most effective infrastructure tools, and provides the talent to deploy and maintain them on your behalf.  

  5. Continuity and enhanced institutional knowledge. Often, changes and upgrades are undocumented and ad-hoc. When an engineer leaves, a knowledge gap occurs, leaving you unsure about the details of the environment. A reliable operations management provider will document your environment and changes along the way, ensuring continuity.

What to look for in an operations management provider

Any MSP can provide remediation support—but a worthy operations management partner will go far beyond simply helping fight fires. They’ll proactively manage your environment, reduce the time you spend resolving issues, and ultimately improve the end-user experience.

Your partner should be able to customize tools for your needs and environment. How much do they invest in upkeep—patching, upgrades, and adding new features? Do they offer an interactive, data-rich management portal that makes it easy to see everything from performance metrics and ticket creation to customized reports?

The right operations management partner should be more cost-effective than doing everything in-house, but the benefits go well-beyond saving money. With a reliable partner you can optimize your staff’s focus, time, and resource spend. You will have an extension of your IT team that will watch and maintain your environment and free up your time to tackle the more strategic issues.

Partnering with an operations management provider should give you and your team more time for business priorities. For more personalized insights, please connect with Burwood today.

February 27, 2019