For both clients and providers in the world of managed IT services in Sydney, the fine art of achieving a happy balance between projects and services is crucial to enduring, stable relationships, as well as the consistent reliable services that every organisation seeks when it signs a contract with an MSP. It helps to consider the challenge from two different perspectives, those of the provider and the client.
What are Managed Services?
The answer might seem obvious, but this is exactly where the root of the problem lies. For the provider, being able to structure a reliable provision of service that it can simply monitor and maintain allows it to generate stable revenues and profits. For the client organisation, managed services can often be seen as the opportunity to sign up for one contract with an agreed fixed cost and happily let the provider handle every single eventuality.
At some point, the provider may struggle to address every new requirement and remain a viable business. Enter the world of the managed services project.
The Managed Services Project?
That’s right. There is a difference between the provision of an on-going status quo and implementing a fundamental change to the structure of the hardware or software being provided by a managed IT services provider in Sydney.
So How Do We Know the Difference?
It should be made clear from the inception of the contractual relationship, of course. In an ideal world, the provider and client enjoy a 100% clear understanding. The provider has the fullest understanding of the client’s needs from the relationship. The client has a complete understanding of how the service provider operates. Of course, that simply isn’t realistic, but we can take some effort to achieve better understanding and, hence, the avoidance of painful ‘opportunities to learn’.
Status Quo Versus Projects
The easiest way to understand when new requirements from the client fall outside the service provision contract is to compartmentalise the hardware and software resources that constitute the client’s existing needs. Anything that results in a fundamental change to those hardware or software requirements, especially if it alters the structure of the services from now on, is likely to constitute a project.
Okay, But Why is This So Critical?
Again, let’s look at this from the two perspectives on each end of the service provision contract. The client may not fully understand all details of the agreed service and may believe that any future changes in requirements are covered. Labouring in that misunderstanding, the client organisation may find itself suddenly facing a big problem in that it needs a big change in the structure of its services but thinking “it’s all covered,” it has failed to budget the time, resources, or money.
For the services provider, having to re-task resources to fulfill new requirements can damage everything from the bottom line to the stability of services for all clients. Both parties can help each other achieve a win-win by striving for the best understanding of both points of view.
Understanding both perspectives of these relationships in managed IT services in Sydney can be hard work. It can also be highly rewarding. CustomTec is experienced in both perspectives. Talk to us today to find out more.