While cost savings and productivity remain key factors in delivering managed services, local organisations on both sides of the Tasman are now demanding.
“Organisations now expect cost savings and productivity to be par for the course,” says Stephen McCarthy, senior business consultant, UXC Connect.
“There has been a shift in requirements and organisations are now looking for agile business services that support a business process and an outcome.
“If an organisation is deciding to digitise a service, which is becoming more prevalent with the availability of the cloud and the consumerisation of IT, the managed service needs do something for the business beyond just providing that service.”
Furthermore, McCarthy believes IT across Australia and New Zealand needs to make this happen quickly and not be a road block or run the risk of employees turning to shadow IT.
“The risks associated with this include being slow to market with business initiatives, which results in a loss of speed and agility and the potential security issues associated with shadow IT,” he adds.
When it comes to measuring managed services, McCarthy believes there has also been a shift.
“Traditional managed services measurement was around the service level agreements (SLAs) but this is now just part of the contract and needs to be delivered; it’s no longer a valid measurement,” he adds.
“Organisations are looking for new measures on the performance of services for the business, end users and customers to link it back to what it is actually bringing to the business.”
To achieve, McCarthy believes local organisations should first set up new service level agreements that measure what matters to the business.
In addition, McCarthy advises companies to manage the outcomes regardless of who is delivering it through strong partnerships with specialists and providers while also taking a holistic approach to managing the user experience, which includes monitoring not just the managed service but the technology they are accessing it on.