Do you know the 5 definitions of managed services?
A contract for outsourcing your information system or a driver of performance for the company and its IS department: managed services are a little bit of both these things. They are not always clear and simple, and everyone has their own definition. We have identified five definitions which may be appropriate, and which offer different approaches to managed services.
1. A generic definition
Managed services cover a wide range of services including supervision, alert management, maintenance, incident and problem resolution, security management, and handling of equipment updates. They concern all aspects of the information system: servers, associated services, network management equipment, storage, backup, etc.
2. An official definition
If we refer to official definitions, managed services include “the operational activity of managing the IT infrastructure of an information system, delegated, in whole or in part, to an external partner”. The latter is also known as a “managed services provider” or “MSP”. This kind of delegation is based on a contract with defined services, performed on a long-term basis. in this regard, AFNOR (the French standards association) has classified this service in the broader category of “facilities management”.
3. A definition distinguishing them from facilities management
Managed services are not the same as facilities management. In the case of facilities management, the external party takes care of everything. Whereas with managed services, the company works with a service provider. Facilities management is often considered as a form of global infrastructure management, and the scope of intervention is much larger.
Managed services are more like a form of co-management. We offer to work on, and with, a client’s information system. The service provider will be a preferred partner (the concept of partner is fundamental), who will have the same access as the company. There must therefore be a clear commitment from both parties, and strict rules must be established to make things run smoothly. This is one of the keys to its success!
4. A definition based on company performance
For companies having few or no in-house skills, managed services are the best way to enjoy an effective information system. For larger companies, with a more developed organisation, they offer real leverage for optimal allocation of resources and expertise. The ID department is supported, helping it to provide responses to numerous corporate challenges, such as product development, new sales channels, or international expansion.
Managed services offer real benefits for maximising business performance. They help ensure effective change implementation, facilitating movement towards new working methods, new management, and a different operating philosophy.
5. A definition based on IS department performance
Today, general management wants a more agile information system and, above all, an IS department working alongside them to support business strategy. With managed services, the information system therefore changes status. It is no longer a cost centre, but a “producer of added value” which must be able to meet the current challenges faced by IS departments. This department must therefore have the benefit of an appropriate, scalable tool for its information system, as well as the expertise required to provide the right technological responses.
Finally, managed services must help it to develop a new way of working, allowing its employees to develop. For the IS department, this involves a real in-depth transformation, which must be supported by the service provider.
In summary, managed services are not just technical responses: they are, above all, a real support for change and for corporate development. This is a bespoke service, adapted to individual needs and levels of experience. Where would you position yourself in relation to
