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Kako izgraditi uspješan MSP (eng. Managed Service Provider) program

Reference

Iznimno važna komponenta svakog MSP (eng. Managed Service Provider) programa je kreiranje dinamične kombinacija usluga. Specifični zahtjevi poslovanja, zrelost i financijska situacija mogu znatno utjecati na tip usluge koja najbolje odgovara potrebama korisnika. Prilikom kreiranja vaših usluga potrebno je uzeti u obzir sve navedene aspekte i kreirati ponudu kombinacijom različitih programa kako bi bili u stanju udovoljiti zahtjevima potencijalnih klijenata.

Na današnjem tržištu se najčešće susrećemo s četiri različita programa:

  • Reactive
  • A la carte
  • Proactive
  • Managed

Svaki od navedenih programa se može sastojati od jednog ili više elemenata. Obično se radi o pet standardnih elemenata:

  1. Podrška informacijskim sustavima
  2. Upravljanje sigurnošću
  3. Sigurnosna pohrana i zaštita podataka
  4. Cloud usluge
  5. Profesionalne usluge

Danas ćemo samo kratko opisati sva četiri programa, a u sljedećim objavama ćemo napraviti detaljniju analizu svakog od njih.


Reactive

Usluge po potrebi poznate kao i ''Break/Fix'' usluge gdje zapravo čekamo korisnika da zatraži pomoć ili otklanjanje problema, a zatim naplatimo troškove vremena i korištenih resursa.

A la carte

Pozicioniranje usluga prema specifičnim potrebama korisnika. To može biti usluga Antivirusne zaštite, upravljanja zakrpama, nadogradnjama sustava i sl.

Proactive

Preventivno održavanje ključne IT infrastrukture s ciljem optimizacije sustava, prevencije problema i povećanja produktivnosti.

Managed

Kompletno održavanje se predaje u ruke vanjskih suradnika. Vanjski suradnik vodi brigu o svim tehničkim zahtjevima vezanim uz održavanje i nadogradnju sustava, i pomaže korisniku u interakciji sa sustavom.


Svaki od navedenih programa se sastoji od različitih elemenata kao što su vrijeme odziva, tip pružene usluge, koje su prednosti za korisnika i slično. Kako bi vam olakšali kreiranje vašeg programa usluga pripremili smo predložak koji vam može poslužiti za kreiranje vaše MSP ponude. Daje korisniku pregled izazova vezanih uz današnje IT sustave, vaš pristup rješavanju tih izazova i tip usluga koje nudite. Daje vam detaljniji uvid u svaki od četiri spomenuta programa (Reactive, A la carte, Proactive i Managed) s opisom svih elemenata (tip usluge) koji dolaze unutar svakog od njih. Za preuzimanje predloška dovoljno je popuniti obrazac za registraciju i preuzeti vašu verziju predloška.

MSPBusiness

* ENGLISH VERSION *

A critical component of any managed services plan is to have a dynamic mix of services. Business requirements, maturity and financial situation can all influence the type of solution that is a ''best fit'' for a customer. Being prepared with a dynamic mix of productized services offerings will ensure you can meet the needs of your customer's requirements.

In today's market we see four main service offerings:

  • Reactive services
  • A la carte services
  • Proactive services
  • Managed services

Each of these service offerings can have line items that fall into one of five categories:

  1. IT Support
  2. Security
  3. Backup & Data protection
  4. Cloud
  5. Professional services

Today we will do an overview of mentioned programs and in next articles a specific analysis of each program separately.


Reactive

We wait for our customers to tell us which issues they are having and then we solve them. Then we invoice them for our time and materials.

A la carte

Aligning specific services to meet business requirements such as managed Antivirus, Managed patch, etc.

Proactive

A preventative maintenance approach to key IT infrastructure to ensure optimization of the environment and a reduction in emergency and reactive issues, thereby increase the overall productivity of end users in relation to technology usage.

Managed

Fully outsourced IT services, ensuring total coverage of all technology requirements from a maintenance and reactive support level.


Each of these programs includes different elements like response time, service type, user benefits etc. To make it easier for you to build your own MSP program we prepared a template which describes in details every type of service and it's content. It gives your potential client an overview of todays IT challenges, how you approach each of them and the type of services you are offering. It gives you insight in all of the mentioned programs (Reactive, A la carte, Proactive i Managed) with description of services included in each of them. To get your version of MSP programs template please fill out the form.

MSPBusiness