Jun 21, 2022. By Anil Abraham Kuriakose
Artificial Intelligence for IT Operations (AIOps) has become a critical goal in enhancing customer experience and future-proofing Managed Service Providers' businesses as they onboard more clients and concentrate on scalability in an increasingly competitive market. In addition, AIOps play a critical role in enhancing SLA management and enabling next-generation MSPs, especially with fast-changing needs and the need to uncover unanticipated problems before they affect customers.
What are MSPs, and how do they provide IT Operations services to enterprises? Managed Service Providers offer enterprise IT operations by monitoring servers, routers, firewalls, and other IT infrastructure. This means once they have signed an agreement with an enterprise, their client's IT infrastructure and end-user systems are in the hands of MSPs. Network, application, and security support are among the services provided.MSPs were created with the primary goal of remotely monitoring and managing the IT environment with next-generation technology.
Did IT Managed Service Value? Small and medium-sized businesses commonly hire MSPs because they lack IT resources. And for larger organizations, MSPs can aid by providing IT assistance and backup. Businesses may pick the services they want to be managed externally by an MSP and retain the others in-house. In addition, companies have recently grasped the benefits of outsourcing day-to-day operations.
Challenges faced by MSPs Let's look at some of the MSP's challenges: Increasing client expectations The number of MSPs has grown since a decade ago. "Me too" MSPs, who provide comparable services to current MSPs, have also evolved. As a result, standing out is more important than ever. Customers may have their analysts and consultants do cost-benefit analyses, delaying buying decisions. They continuously demand more. This habit shift impacts service sales. MSPs must add value to their service offerings to please these customers. Security management Cybersecurity has grown as technology has evolved. MSPs and hackers are stronger. Ransomware, DDoS assaults, and other viruses have jeopardized many firms and caused massive losses. Many clients resort to MSPs to implement security measures and teach personnel about cyberattack indications. As a result, MSPs must continuously upgrade their security offerings and skills to deal with the changing requirements. Getting the right skills Many companies realize the vast benefits of an MSP relationship and how it can bring value to their business, especially skills and resources. But many MSPs struggle to acquire the necessary expertise, build cybersecurity teams, and provide new services. Cultural differences Organizational culture is vital. In integrating MSP with an organization or company, the company's human resources should also become part of the client's organization and culture. Cultural differences may be expensive if not addressed early enough. Keeping track of sales and marketing teams Most MSPs depend on referrals and are concerned about lead generation and sales conversion. However, referrals can't support long-term growth. MSPs must reinvent themselves to attract new business. To offer value, an MSP should underline the demands raised by the client company beyond its SLA's minimum criteria. Retaining customers In a competitive managed services industry, customer retention is equally crucial as acquisition. New MSPs are attacking traditional MSPs with reduced rates for nearly the same service lines, making customer retention difficult. Even while the older MSP delivers superior quality services, the new MSP's price decreases may win consumers.
Key requirements that drives AIOps for MSPs MSPs establish inexpensive, proactive roadmaps to cover support shortages. Experts An MSP depends on IT knowledge in every industry at the service level. A cybersecurity team or IT operations team, for example, may use a unique platform of solutions to risk challenges. These specialists manage customers with different demands and behaviors. Working with an MSP team gives you access to smart brains and seasoned expertise, which is hard to find locally. Technology optimization A managed provider needs the most excellent hardware/software for regulation and performance. In addition, they need advanced AI-based analytics and automation to improve efficiency and productivity. Pricing flexibly An MSP should be budget-friendly. For example, some provide customizable, user-based plans instead of set fees. Cost-cutting Using an MSP saves money. You may decrease IT expenditures in all areas by not training new personnel, buying costly gear and software, and outsourcing essential activities. Recovery from Downtime Every company hates downtime, so minimizing it is crucial. MSPs provide backup solutions to secure essential data and enable disaster service continuations (like security breaches or storms).
Why AIOps-based Managed Services? Low-cost predictability Managed services bundle your expenditures into an annual or monthly payment. In addition, it helps anticipate IT costs. For example, an in-house IT staff costs more often and unexpectedly, draining your cash. So AIOps based solution automates many steps that help to reduce human dependency. Scalability The cost of keeping an in-house IT team is high. Thus you frequently find understaffed, overworked sections with limited time and resources. Unfortunately, that doesn't work every day and won't help your business grow. Downtime System and application problems usually cause downtime. Computers and servers may fail. Implementing redundancy is more costly. Automatically restarting services and predicting downtimes are the key way forward. Expertise Hiring an IT staff is costly and time-consuming, and you won't know how competent they are until a network problem arises. Some may score well. Others may be unable to address the issue quickly or at all, costing your firm money. Support 24/7 Managed IT services to monitor your systems 24/7 using remote monitoring and automation. Real-time notifications let you fix issues before they affect your company.
Conclusion Increasing a company's competitiveness may be accomplished cost-effectively and efficiently via AIOps-based managed services. They make it possible for you to use the same high-quality equipment, high level of knowledge, and assistance that you would find in much more significant organizations. To learn more about how MSPs can use AIOps, please visit our partner page.