For many MSPs, managing the outsourcing demands of their customers can result in a complicated relationship, but one that can be smoothed over by the MSP doing what’s right for them.
Let me explain by example.
I was in South Africa visiting a large MSP. They were using Entuity to manage about 250 customers, and using a legacy framework vendor to manage 1: a German highway toll system company. When they gave me a tour of the data center, they apologized that one of the two “big screens” in the NOC was showing the other vendor’s UI, rather than both having Entuity. But they had to keep an eye on the German customer’s network too.
I suggested that when a client decides to outsource to an MSP, it is a little like marriage. After you say “I do”, that is the last decision you get to make. When a customer decides to outsource their management because it wasn’t economically viable, why should they think that it will be any more viable for the MSP if they use the same tools and do the same things? The MSP has the right and business need to determine how they will deliver the service. The customer will only judge whether the service was delivered.
I guess my comments rang home, because the next time I visited them, they proudly showed me two Entuity screens in the NOC, and told me that the German customer was now managed by Entuity!
Oh, and by the way, they had had two full time people running the framework vendor’s product to manage that customer, but only one person – part time – managing the other 250 customers with Entuity.
By taking a stand, this MSP helped themselves and helped their customer by giving them better network monitoring. May they live happily ever after.