Managed Service, Critical Success Factor



To understand the Core Value of Managed Services, I would like to explore the relationship with TECHNOLOGY SUPPLIER (VENDOR), Managed Service Provider (MSP) and CUSTOMER (USER); and how each one influence the other; and we can develop the correct strategy to build a successful business model.
Understanding the Triangular relationship shall make Managed Services business model successful. From my understanding, the value and relationship per each one can be summarized as below.
MSP and USER
• contract terms (from CAPEX to OPEX),
• daily operation relationship,
• Service Level Commitment,
• Facility and Infra to support the USER (Experts, facilities)
MSP and VENDOR
• skill set inherit from VENDOR,
• technical expert to troubleshoot from a System/Solution point of view,
• back to back service agreement with VENDOR,
• integration of different VENDOR technology
USER and VENDOR
• endorsement of Technology in the corporation
• direct support from VENDOR,
• get the latest technology trend from VENDOR for own business development,
• PoC for new deployment

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