So, let’s do two bits of service provider research. First, ISG with their analysis of service providers. Quoting the report.
While firms in the U.S. are not expecting all employees to continue working from home, they are planning for lower office occupancy, according to ISG. Investments in virtual collaboration tools are a top priority for 72 percent of U.S. companies, the report says, citing third-party research. ISG finds that between 20 percent and 50 percent of managed service providers’ U.S. clients have stepped up their engagement with workplace transformation consulting.
The scope of managed employee experience services is also expanding, ISG says. In addition to automated ticket resolution and predictive analytics, which are now standard offerings, providers are now demonstrating correlations between high-quality digital employee experiences and improved business performance. This market also has the potential for significant growth, as only 15 percent to 30 percent of providers’ U.S. clients have signed managed service contracts with service agreements based on specific digital experiences of end users, the report says.
Let’s pair that with Kaspersky’s MSP report, which I missed when it came out about two weeks ago.
Over half (52 percent) of businesses polled by Kaspersky cited “requirements of special expertise” as their top reason for partnering with an MSP. The vast majority of traditional MSPs (81 percent) reported having a bigger client base in 2021 compared to 2019, according to Kaspersky. For MSPs with a focus on security that proportion was even higher at 91 percent.
When asked to name their top challenges for 2021, nearly a third (32 percent) of the MSPs Kaspersky polled cited “competition from other service providers.” That’s up from just 19 percent two years ago.
Why do we care?
Next to each other these almost sound like a tale of two worlds. I think this is complementary data. Business needs technology more than ever – and it’s moved beyond basic infrastructure management. There’s a digital divide between the haves and have nots in service delivery – how many listeners would agree that “automated ticket resolution” is a standard offering. ISG seems to think it is. It’s not a PSA or RMM feature I’ve seen yet in any of the established “big four” players. (Someone tell me if I missed it).
Only 15 to 30 percent of contracts with specific digital experiences of end users sounds like the market direction to me. How much are you thinking about the end user experience? Is that your service offering? Or does it need to be?