Navigate the Future: Key Takeaways from Managed Services Conferences 2017

So, I went to some managed services conferences back in 2017. It feels like a while ago now, but honestly, a lot of what they talked about still feels pretty relevant. It was mostly about how companies are changing how they sell and deliver services, moving away from just selling products to offering ongoing support and solutions. There was a lot of talk about subscriptions, using data better, and how new tech like AI is going to shake things up. It's interesting to look back and see what was on people's minds.

Key Takeaways

• Subscription models are the way forward for managed services, focusing on giving customers business results instead of just products.

• Managed service providers are becoming more like partners, helping customers use technology to reach their goals.

• AI and cloud computing are big deals, changing how security works and how companies make money from software.

• Using data smartly is super important for success, and companies need to see the whole picture of their business and customers.

• Adapting to changes like AI and digital shifts is key to staying ahead in the managed services world.

Embracing the Subscription Model in Managed Services

The Core Tenets of Subscription-Based Services

Managed services, at their heart, are all about building ongoing relationships, not just one-off transactions. Think of it less like buying a tool and more like signing up for a service that keeps on giving. The main idea is that customers pay a regular fee – monthly or annually – for access to a service or a set of services. This model works because it aligns the provider's success with the customer's continued satisfaction. The longer a customer stays subscribed, the better it is for everyone involved.

• Focus on continuous value: The service isn't just delivered once; it's maintained and improved over time.

• Predictable revenue for providers: This allows for better planning and investment.

• Lower upfront costs for customers: Making advanced technology more accessible.

• Partnership approach: It encourages a closer working relationship between the provider and the client.

This shift means providers need to think differently about how they engage with their clients, moving from a product-centric view to a customer-outcome-centric one.

Delivering Business Outcomes Through Technology Management

It's not just about managing the tech; it's about what that tech does for the business. In a subscription world, the provider's job is to make sure the technology they manage helps the customer achieve specific business goals. This could mean anything from increasing efficiency, reducing downtime, improving security, or even driving new revenue streams. The provider takes on the responsibility of making the technology work effectively to meet these objectives, often with clear performance targets.

The key is to translate technical capabilities into tangible business benefits. Customers aren't buying servers or software licenses; they're buying solutions to their problems and pathways to growth.

Navigating the Customer Journey in a Subscription World

Understanding the customer's path is super important now. It's not just about the initial sale (the 'Land' phase in business talk). You have to think about how they 'Adopt' the service, how they 'Expand' their use of it, and how they 'Renew' their subscription. On the customer's side, they're going through their own cycle: 'Plan', 'Implement', 'Monitor', and 'Optimize'.

• Plan: Figuring out what they need and how the service fits in.

• Implement: Getting the service set up and running.

• Monitor: Keeping an eye on performance and usage.

• Optimize: Making adjustments to get the most out of the service.

It's a complex dance with lots of people involved on both sides. Providers need to speak the customer's language, focusing on their journey and their desired results, not just the provider's internal sales targets. This requires a deep, ongoing connection across all parts of the customer's experience, from sales to support and beyond.

The Evolving Role of Managed Services Providers

Bridging the Gap Between Supplier and Customer Needs

Managed services used to be pretty straightforward, right? You sold a product, maybe set it up, and then the customer was mostly on their own. But things have really changed. Now, it's all about this ongoing relationship, this subscription thing. It means we, as providers, have to think way beyond just the initial sale. We're not just suppliers anymore; we're partners in our clients' success. This shift means we need to really get what our customers are trying to achieve, not just what tech they need.

It's like this:

• Understanding the Customer's World: We need to map out their entire journey, from when they first think about a solution to when they're happily using it and getting real value. This isn't a one-size-fits-all thing either. Different people in their organization – the business folks, the IT team, the end-users – all have different needs and see success differently.

• Speaking Their Language: Forget talking about our internal processes or sales targets. We need to use terms that make sense to them, focusing on their goals and how we help them get there. It's about their outcomes, not our profit margins.

• Building a Shared Roadmap: Every client should have a clear plan, a roadmap, showing how they'll get from point A to point B. For smaller businesses, this might be automated. For bigger ones, it's a more hands-on, collaborative process where we bring our experience to the table.

The core idea is that our success is directly tied to theirs. If they don't achieve their business goals using our services, then we haven't really succeeded, no matter how smooth the tech runs.

Leveraging Every Organizational Instrument for Success

Think of a managed services provider like a full orchestra. To make beautiful music – or in our case, to help clients succeed – every section has to play its part. This isn't just about the tech support team. It involves sales, solution architects, the product development folks, professional services, customer success managers, and even the back-office staff. Everyone needs to be in sync.

• Sales: They need to set the right expectations from the start, understanding the customer's real needs and not just pushing a product.

• Solution Architects: They design the technical solution, but it needs to be grounded in the customer's business objectives.

• Customer Success: This team is key. They're the ones who stick with the customer long-term, making sure they're getting value and helping them get the most out of the service.

• Professional Services: They handle the implementation and any project-based work, ensuring a smooth setup.

When all these parts work together, we can manage the complexity that comes with managed services. It's about coordinating all these different skills and functions to create a unified experience for the client.

Guiding Customers to Desired Business Outcomes

Ultimately, our job is to help customers achieve what they set out to do. It's not just about keeping the lights on; it's about helping them grow, become more efficient, or whatever their specific business goal might be. This requires a deep dive into what success looks like for each individual client.

Here’s a breakdown of how we approach this:

1. Define Success Together: We start by clearly understanding the client's definition of success. This might be different for every customer, and even for different people within the same customer organization.

2. Align Our Services: We then connect our services directly to those defined outcomes. It’s about showing them how our technology management translates into tangible business benefits.

3. Continuous Monitoring and Optimization: The relationship doesn't end after implementation. We continuously monitor performance, gather feedback, and make adjustments to ensure the client stays on track to meet their goals. This is where the 'Optimize' part of the PIMO (Plan, Implement, Monitor, Optimize) model really comes into play.

This focus on business outcomes, rather than just technical performance, is what truly differentiates a successful managed services provider in today's market. It's about being a strategic partner that helps clients achieve their vision.

Key Trends Shaping Managed Services Conferences 2017

This year's managed services conferences really highlighted a few big shifts that are changing how businesses operate and how providers deliver value. It wasn't just about the tech itself, but how that tech is being used to solve real business problems. We saw a lot of talk about artificial intelligence, the move to cloud services, and how the Internet of Things is opening up new avenues for data.

The Rise of AI and Its Impact on Security Integrators

Artificial intelligence, or AI, is no longer just a futuristic concept; it's here and making waves. For security integrators, this means a whole new set of tools and challenges. AI can help analyze vast amounts of data much faster than humans, spotting patterns that might otherwise be missed. This is a game-changer for threat detection and response.

• AI can automate routine tasks, freeing up human analysts for more complex issues.

• It's transforming how we approach security by predicting potential threats before they happen.

• Integrators need to adapt by learning how to implement and manage these AI-driven systems effectively.

The integration of AI into security systems is fundamentally changing the landscape. It's not just about adding new features; it's about rethinking how security services are delivered and managed to provide proactive protection.

Cloud Adoption and the Shift Towards Software Revenue

Another major theme was the ongoing move towards cloud-based services. This isn't just about storing data in the cloud; it's about how software is being delivered and consumed. Many companies are shifting from one-time product sales to subscription models, which means a more predictable revenue stream. This also changes the relationship between the provider and the customer, moving towards ongoing service and support.

• Cloud revenue is rapidly replacing traditional on-premise solutions.

• This shift requires a different approach to sales, support, and customer success.

• Providers are focusing on offering new software capabilities that go beyond core services.

The Internet of Things and Data Accessibility

The Internet of Things (IoT) continues to expand, connecting more devices than ever before. The real value, however, lies in the data these devices generate. Conferences focused on how to make this data accessible and useful. It's not enough to just collect data; businesses need to be able to turn it into actionable insights. This often means integrating data from various sources into a single view, making it easier to understand the bigger picture. We're seeing a push for "a single pane of glass" to manage all these connected devices and their data, which is a big step for compliance leaders.

• IoT devices are becoming intelligent, offering more than just basic functions.

• Turning raw data into business intelligence is the next frontier.

• Strong partnerships between integrators and customers are key to realizing the full potential of IoT data.

Data-Driven Strategies for Managed Services Success

The Critical Importance of Data Management

Look, everyone at the 2017 conferences was talking about data. It’s not exactly a new topic, but this year felt different. It wasn't just about collecting information; it was about what you do with it. Without good data management, all those fancy analytics and insights are just wishful thinking. You need solid processes for how you gather, store, and keep your data clean. Think of it like building a house – you need a strong foundation before you can even think about the roof.

Achieving a 360-Degree View of Business and Customers

Getting a complete picture of your business and your customers is a big deal. Many companies are still struggling to really see everything in one place. We're talking about combining online, offline, and digital information into one view. If you can nail this in the next couple of years, you'll likely have a serious leg up on the competition. It’s about understanding the whole story, not just a chapter.

Overcoming High Manual Costs in Data Insights

One of the biggest headaches mentioned was how much time and money companies spend just to get basic reports. Often, it means bugging the IT department to write complicated queries, which takes ages and can lead to mistakes. This slow process means you’re not getting the information you need when you need it, and it’s costing a fortune in staff time.

Here’s a quick look at the data challenge:

• Data Collection: How are you gathering information from all your touchpoints?

• Data Governance: Who is responsible for data quality and security?

• Data Analysis: What tools and skills do you have to make sense of it all?

• Data Actionability: How do you turn insights into actual business improvements?

The struggle isn't just about having data; it's about making it useful without breaking the bank or your team's spirit. Many businesses are stuck in a cycle of manual reporting that drains resources and delays decision-making. The goal is to automate and streamline this process so that data becomes a tool for growth, not a burden.

Navigating Industry Shifts with Strategic Decision-Making

The managed network services market is growing, and it's clear that staying ahead means making smart choices based on solid information. It's not just about keeping up; it's about leading the pack. This requires a clear view of where the industry is headed and how to position your business effectively.

Leveraging Data-Informed Frameworks for Confidence

Making good decisions in today's fast-paced business world can feel like a guessing game sometimes. But it doesn't have to be. Using frameworks built on real data can give you the confidence to move forward. Think about it: instead of just hoping a strategy will work, you can use insights from past performance and market trends to make a more educated choice. This approach helps reduce the guesswork and increases the likelihood of success. It’s about building a plan that’s grounded in what actually works, not just what sounds good.

Adapting to Artificial Intelligence and Digital Transformation

Artificial intelligence (AI) and the broader digital transformation are changing everything. For managed services providers, this means rethinking how services are delivered and what value is offered. It's not enough to just offer basic IT support anymore. Businesses are looking for partners who can help them integrate new technologies, improve efficiency, and gain a competitive edge. This shift demands a proactive stance, where providers are constantly learning and adapting to new tools and methodologies. The ability to integrate AI into security operations, for instance, is becoming a major talking point.

Maintaining Leadership in a Rapidly Changing Landscape

So, how do you keep your business at the top when the ground is constantly shifting? It comes down to strategic decision-making. This means:

• Staying informed: Keep a close eye on industry trends, competitor moves, and customer needs.

• Investing in people: Ensure your team has the skills and knowledge to handle new technologies and service models.

• Being agile: Develop the capacity to pivot quickly when market conditions or customer demands change.

The key to sustained success in this evolving market isn't just about reacting to change, but about anticipating it and proactively shaping your business strategy around it. This requires a commitment to continuous learning and adaptation.

Many businesses are still figuring out how to get the most out of their data. Creating a unified view of both business operations and customer interactions is a big step. This 360-degree perspective helps in understanding what's truly driving success and where improvements are needed. For those looking to invest in the future, achieving this level of data maturity in the next couple of years could provide a significant competitive edge over most rivals. The managed network services market itself is projected for significant growth, highlighting the importance of strategic positioning within this expanding industry.

The Future of Service Delivery in the Security Industry

The security industry is definitely seeing a shift, and it's not happening overnight. We're talking about a move towards what some call 'servitization,' which basically means offering services instead of just selling hardware. Think of it like leasing a car versus buying one outright. It's a slower change in security compared to other fields, and integrators are figuring out how to make this new way of doing business work for them. It's a big adjustment from the old maintenance contract model.

Servitization: A Slower Adoption Curve for Security

This idea of selling services, or servitization, is gaining traction, but it's a bit of a slow burn in the security world. Companies are used to selling equipment and then charging for maintenance. Now, they're looking at how to offer ongoing services that provide continuous value. It's a different way of thinking about revenue and customer relationships.

The Challenge of Integrating New Business Models

For many security integrators, this shift means rethinking their entire business. It's not just about adding a new service; it's about changing how they sell, how they bill, and how they support customers. The old models don't always fit neatly into a service-based approach. Figuring out commission structures for recurring revenue, for example, can be tricky.

Shifting Value Propositions for Broader Adoption

To get more people on board with these new service models, the value needs to be crystal clear. It's not enough to just say 'it's a subscription.' We need to show how these services directly benefit the customer's operations and bottom line. For instance, instead of focusing on the technical aspects of a security camera, we might highlight how its data can be used for business intelligence, improving employee experience or even helping with HR tasks. Making the business case is key to getting buy-in.

• Understanding the Customer's Budget: Security solutions often get pitched to the wrong department. Instead of IT or security budgets, consider how a service might fit into an HR or operations budget, especially if it improves employee experience or efficiency.

• Demonstrating Tangible Benefits: Clearly outline how the service saves money, improves operations, or reduces risk. Quantifiable results are more persuasive than technical features.

• Simplifying the Offering: Customers want easy-to-understand solutions. A unified platform or a 'single pane of glass' approach, where multiple systems can be managed from one place, is highly desirable.

The move towards services means security providers need to think beyond just preventing bad things. They need to show how their technology and services can actively help a business run better, make smarter decisions, and improve the day-to-day experience for employees and customers alike. It's about becoming a partner in the business's success, not just a vendor.

The security industry is changing fast, and how we deliver services needs to keep up. We're seeing new tools and smart ideas that make security better and easier for everyone. Want to know how these changes can help you? Visit our website to learn more about the latest in security service delivery.

Wrapping It Up

So, looking back at the managed services conferences from 2017, it's clear a lot was happening. We saw a big push towards subscription models and how important it is for companies to really understand what their customers are going through. It’s not just about selling a service anymore; it’s about helping clients reach their goals. Things like AI and cloud are changing the game, and businesses need to keep up. The takeaway? Stay flexible, pay attention to your customers, and don't be afraid to adapt to new tech. It’s a fast-moving world out there, and staying informed is key to staying ahead.

Frequently Asked Questions

What are managed services all about?

Managed services are like having a tech team that handles your technology for you. Instead of buying things and figuring them out yourself, you pay a regular fee to have experts manage it all, making sure it works well for your business goals.

Why is the subscription model important for managed services?

Think of it like a Netflix subscription. You pay a set amount regularly to get access to a service. For managed services, this means you get ongoing support and management, which helps businesses plan their costs better and ensures they always have working technology.

How do managed services help businesses achieve their goals?

Managed services providers focus on what you want to achieve, like making more sales or improving customer service, by using technology. They don't just fix problems; they help you use technology to get the results you're aiming for.

What's new in managed services, like AI and cloud?

New technologies like Artificial Intelligence (AI) are changing how we keep things safe and manage them. Also, cloud computing, where services are online, is becoming super popular because it makes things more flexible and can lead to more income from software.

Why is data so important for managed services?

Data is like a treasure chest of information. By collecting and understanding your data, you can see what's working well and what's not. This helps you make smarter choices to improve your business and understand your customers better.

How is the security industry changing with new services?

The security world is slowly starting to offer more services instead of just selling products. It's a bit tricky to switch to these new ways of doing business, but it means companies can offer more value and help customers in new ways.