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The right people to manage your service

PBT Group thought leadership

With technology evolving at a pace that makes staying relevant feel like a difficult task, investing in managed services or solutions is fast becoming the de facto option for many organisations. In fact, research shows that by 2023, the managed services market will swell to $282 billion (from $180.5 billion last year).

Despite such projected growth, locally, the managed services market is still one that is not being fully capitialised on. Apart from allowing a business to support the inclusion of several technological framework components, a managed services approach offers many other benefits that can allow a business to harness the power of technology to their benefit and growth objectives.

Benefits too valuable to overlook

Cost efficiencies to removing legacy systems and the ability to service very specific function areas are to name but a few of the attractive benefits in this regard. Outsourcing technology functions can support a business to increase business productivity and leverage on high levels of technical expertise. Over and above this, managed services can be packaged, offering the business a monthly fixed cost towards IT spend and with that no budget surprises. It however also offers bursts of capacity, if needed, during particular times.

In most instances, resource management and overheads for the IT team is also taken care of and in moving the technological requirements and responsibility over to a reliable and expert provider, a business can have peace of mind knowing that they are capitalising on technology innovation effectively. This supports business growth, allowing the business to focus on its core offering.

People based managed services

It should be noted, however, that an effective managed services approach is more than just the technology it encompasses. Managed services is not a ‘plug and play’ component managed offsite somewhere. Rather, a key focus should also be placed on the team of people who will support the functioning of the technology – and seamlessly. This goes beyond the capability of the third-party provider to manage the technology offsite, to the day to day management thereof and the people hired to provide this management.

Often, the secret to getting the best out of the technology solutions lies in the onsite support. Technology requires daily monitoring – not only to ensure all is running seamlessly and as required, but of course to flag any challenges in real-time, to mitigate risk proactively and with minimal impact. The right support however not only means a team with the right expertise and skills set, but also the characteristics to fit into the business culture – to truly becomes an extension of the IT support team for the business.

Business culture fit is always a key consideration for any department within any business. While of course it is incredibly important for the candidate hired to hold the right skills set, it is just as important for the candidate to possess the softer characteristics required that fit the business culture – to ensure that the team is working together to achieve the business objectives and goals. It is no different in the managed services sector – and any business on a managed services journey must consider this important notion as part of their managed services stipulations.

With technology innovations likely to continue as the years go by, managed services makes perfect sense for business, to support the streamlining of processes and that technology can actually work and benefit the business. But, as with most technological aspects, there are considerations too. Businesses should not get caught up in the technology hype around managed services and in that, ignore the important role people play in supporting an effective managed services approach.


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