Outsourcing has become a general concept of late, but IT industry was one of its early adopters. Managed Service Providers (MSPs) plays a major role in the entire outsourcing process in the IT industry. According to Gartner,
“A managed service provider (MSP) delivers services, such as network, application, infrastructure and security, via ongoing and regular support and active administration on customers’ premises, in their MSP’s data center (hosting), or in a third-party data center.”
This definition refers to MSPs in the current scenario involving cloud services. For better understanding, one needs to understand the difference between traditional MSPs and cloud MSPs.
Traditional MSPs offers legacy services such as networking, security, monitoring, and on-prem solutions as per the customer requirements. However, cloud MSPs offer similar service with outsourcing capabilities of cloud services. According to Gartner Report, “the worldwide public cloud services market is forecast to grow 17% in 2020.” On top of this, COVID-19 has significantly expedited cloud adoption. Majority of the new adopters or the ones already using cloud services since a long time need support from MSPs to meet business objectives. The customers lean more towards cloud MSPs as cloud offers more advantages as compared to traditional systems. This article clears the air about what it takes to become a cloud MSP.
An ideal roadmap for MSPs to become a cloud MSP
Expertise is everything
Customers rely on MSPs for almost all of their IT requirements. To seamlessly fulfill these needs, MSPs must hold expertise in every domain to earn the customer’s trust leading to more healthy relationships and increasing revenue. The expertise can be displayed with products and service portfolio. The more enriched the portfolio, the easier it will be to retain customer for a longer time.
There are two ways to keep your portfolio updated — either go for in-house development or forge partnerships with advance channel partners. Former takes more time and the latter offers a quick avenue to add-on services to become a cloud MSP.
Exercise vigilance in managing each customer issue
If one is able to resolve customer issues, life becomes easier. However, this is easier said than done. Customers can raise any type of query related to downtime of services, integration of third-party apps, monitoring challenges, and many more. It becomes crucial for MSPs to be able to handle all kinds of customer issues.
MSPs can integrate an ITSM tool to customer’s infrastructure. To make the process more efficient, MSPs can also automate the process to help teams reduce time spent on managing tickets. Managing customer issues with a proactive approach can pave the path for becoming a cloud MSP.
Automation to bring more efficiency
The key to a happy customer is to offer solutions that can bring more efficiency to customer’s operations. The first priority for MSPs to become a cloud MSP should be to reduce redundant tasks via automation. A Cloud MSP should be able to ensure that there are no inefficiencies in customer’s infrastructure. This can be done by automating instance scheduling, process of generating and sending different reports to customers, and tagging practices.
Clear the audits to earn industry acknowledgments
The top cloud providers issue certifications to MSPs, making it a win-win situation for both the parties. Providers such as Amazon Web Services (AWS) or Microsoft Azure offer partner program wherein MSPs get more privileges. The only barrier to achieving this certification is clearing the third-party audits that state specific requirements that need to be fulfilled ahead of and after the audit. The requirements may vary depending on the cloud provider. AWS offers Next-gen MSP Partner Program and Azure offers Azure Expert MSP Program.
Clearing the audit brings competitive advantage and industry acknowledgements. These badges contribute to showcasing expertise and earning customer trust.
Centilytics – A Perfect Partner For Your Journey as a Cloud MSP
Centilytics is an intelligent cloud management platform that not only simplifies life for end-users but also for MSPs. Our partner program, offers everything needed to become a cloud MSP. We enable MSPs with various GTM strategies to target specific customers, offer various as-a-services to add on top of their portfolio, align a dedicated TAM (Technical Account Manager) as a single point of contact and other numerous benefits. The partner program is developed to deliver value to end-customers and generate multiple revenue streams for MSPs.