| | October 20198here does a business put its best resources? A failing busi-ness often puts its best resources at the biggest issue that they have. A successful business will put its resources at the biggest opportunity. Hence today, client's valued and scarce IT staff is put to higher order needs like customer facing area, strategic IT planning, re-platforming, technology archi-tecture evolution, security planning, module/system ownership than at coding, monitoring, AMS, NOC work, help desk etc. The opportu-nity for Managed Service Providers (MSP) to create value by taking care of bulk of the IT work where client doesn't deployed its staff, continues to exist. In the late 90s, the MSP market started taking shape. Initially it was highly hardware centric. MSPs pro-cured, installed and supported the hardware for an enterprise. With the advent of new capabilities in the sys-tems and tools to remotely monitor and manage IT environments, the managed services took shape. The MSPs centralize most of their opera-tions, thus serving more clients, re-ducing cost of service and improving the margins. Software services moved from staff augmentation to the creation of skill pools that got deployed for different customers in different op-erational models including managed services mode where the MSPs often set up Offshore Development Cen-tres (ODC) with the security and process compliance to client's needs. The ODCs had often project opera-tions in the control of the provider. While the opportunity continues to exist for the MSP and the funda-mental construct of managed ser-vices have not changed, the digital disruption has changed the expecta-tions. Let's discuss it with a four-lev-WIN MY OPINIONEXPECTATIONS FROM MANAGED SERVICES PROVIDERS IN THE TIME OF DIGITAL DISRUPTIONBy Arun Kumar Singh, Senior Vice President & Business unit Head, Quinnox,Inc
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