Managed services
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This document outlines the steps in a project process including leading an idea, qualifying its feasibility and requirements, building a business case for approval, executing the project, and optionally purchasing ongoing managed services. It suggests two paths - a professional services project or managed productized services on an operating expense.
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Managed services
- 3. “ ”
- 5. Lead • Idea • Foster Qualify • Feasibility • Requirements Business case • Justifications • CAPEX Approval Project • Professional Services Lead Qualify Managed Service • Idea • Foster • Feasibility • Requirements • Purchase ‘Productized’ services • OPEX
Notas do Editor
- Thanks Chad.Excellent talk from Esri Australia. Some of these ideas I’ll take back and have a think about.Before I jump into my talk … just wanted to get a feel for the audience … anyone else currently providing managed services?How have you defined managed services?Or [if no one provides managed services] … what would you consider a managed service?
- IT Infrastructure Library is the industry standard in providing managed services. This is how ITIL describes a managed service … note the words outcome and ownership.In simplest terms, you want something out of this, but don’t want to be responsible for doing it.
- We’re putting in some effort behind all of this.So what is it that we’re trying to achieve?
- Service portfolio … almost exclusively CAPEX fundedLong sales cycle … typically business cases are time consuming and takes a lot of effortFor services work … we do presales, so where we can we’re looking to short circuit this process
- Market is much more competitive.Our customers are feeling that and are under pressure to gain efficiencies. Anyone working with government clients? What’s happening to budgets? Our customers are getting asked to do more with less.
- Geography can play a huge role in getting these efficienciesHow can I route vehicles more efficiently to save fuel, what are the problem areas in my network, how many other competitors are within 5 miles of here … geography is great in answering these questionsOur customer have ideas, but their IT teams cannot enable these …. Why? Because it is CAPEX driven and initiatives take time. There is a huge opportunity for us.
- Biggest increase in demand is from non-traditional GIS markets … Telecommunication, logistics and travel, insurance, retail … They have no GIS expertise … And don’t want any … Cite CERA
- What would the world look like if we’re totally successful in this adventure?
- Access to a second revenue stream … I read with interest that the US Federal government is looking to move to an OPEX funding model too. So this could be something of relevance in the market here too.
- In my experience, services work is very lumpy … either too many or too few people. Hardly ever the right number.Challenge for Chris and I … to spread the demand so it is not as spiky. Looking to achieve is a higher base revenue through the
- SLA + PSA – 20 agreements 25% of revenueWe’re working towards outsourcing specific skills as well as entire GIS departments. We’re combining our managed services offering with our TAP programme. We’re also gradually bringing our entire service portfolio into the managed services offering. Our sales managers are very good as product sales people and less so for services. We’re basically going to get them to sell the services as products.When the cloud offering comes through 35%
- Cloud is bringing a new dimension to our ability to provide managed services. We have a partnership with IBM and have a setup in their T1 data centre in Auckland. Traditionally we had the cloud business running out of our support team. We’re bringing this into the services teams. At the moment we provide a cloud service that is provision and forget. We’re looking to add value add services like maintenance and upgrades.We see this as value add to existing customers and a way of quick wins with our non-traditional
- Productising services means we’ll get it wrong sometimes. Need to be vigilant.Part of the time we’re getting money for no effort.Client reliance on key points of contact means at some point they may wonder if it is cheaper to employ them … previously they couldn’t make a business case, now they can based on spendCloud is forming a key part of our vision around this. The usual challenges of data sovereignty, security etc will be a challenge that we’ll need to monitor actively.