“Service Management = MSP Revenue”

Delivering service management to the existing customer base offers improved performance and user satisfaction experiences. Adding service management to the MSP portfolio expands the revenue stream while increasing the customers’ loyalty to the MSP.

Service management by the SMB
Smaller and medium sized organizations have to compete with larger organizations that have greater financial and IT staff resources. The SMBs need to compete effectively, offering the same level of products and services in order to survive. The SMBs can be supported by MSPs on a subscription basis. The SMBs can operate as well as the enterprises by gaining access through the MSP to sophisticated tools and expert staff without the huge investment made by enterprises.

Service management and ITSM
Your customer wants to handle and resolve IT issues daily to sustain its business. The MSP needs to apply IT Service Management (ITSM) and devise a strategic approach including monitoring and managing the way IT is used within a customer’s organization. The ITSM goal operates by aligning the customer’s IT/network with their business objectives. ITSM practices have evolved from traditional IT to focus on problem prevention rather than putting out fires after an issue escalates.

Expand the MSP portfolio
When a MSP wants to add to its portfolio, it wants to increase revenue with the least cost and smallest staff additions. This can be accomplished through automation and artificial intelligence (AI) as delivered by Virsae Service Management .
AI is about data rather than intelligence. The more data collected, the better the results. AI can troubleshoot issues by drawing on past experiences to solve new and emerging problems. AI can compare attributes to detect common patterns and draw conclusions about the nature of problems which lead to how they should be resolved. By performing AI automatically in a powerful cloud, an AI-enabled management platform can draw on incident data from thousands of global customer deployments with advanced learning and analysis.

Benefits to the MSP
With Virsae Service Management (VSM)  based on ITSM, MSPs can be proactive, rather than reactive. MSPs can flag issues before a customer realizes the issue exists. This functionality allows the MSP to automatically issue the trouble ticket in advance of the customer’s complaint which is critical for the efficiency of the MSP. Through service management automation, MSPs can spend less time managing their business and more time doing their business.

Growing the customer relationship
An MSP already has an active customer base that can be accessed for selling service and performance management. In B2B businesses, after customer acquisition, supporting the continuing needs of the customer is vital. This is actually easier to do than acquiring new customers. The MSP must maintain a good relationship with the top level customer management when they are selling service management as this is more visible than the traditional resource management.