Meeting end user expectation – Q & A with our Director of Managed IT Services Terry Storrar

The business IT landscape is changing. The expertise offered by Managed Service Providers (MSPs) has dramatically altered over the years, predominately driven by the expectations of the end user. We sat down with Terry Storrar, Director of Managed IT Services at MCSA, to find out more about meeting the changing needs of IT users.

  1. How has the business IT landscape changed over the last five years?

The typical nine to five doesn’t apply to most businesses anymore. Businesses need to ensure they are always available. Developments such as Integrated Business Systems and Bring Your Own Device (BYOD) are allowing organisations to increase their level of connectivity both in and out of the office environment. As a result, organisations are looking for increased data security, which is where new IT ownership and consumption models are starting to come into play. The Cloud is now just one of the options for a business. The rise of IoT, Big Data and AI are changing the IT landscape further bringing both new data availability and business insights, but also increasing systems complexity. This is leading to a rising demand for Managed Service Operations.

  1. What are some of the challenges you face when trying to meet end user expectations?

There is no ceiling on excellence. Customers are demanding meaningful and measurable Service Level Agreements (SLAs) that provide

monitoring and follow up systems. Organisations want to be connected 24/7/365 days of the year, mirroring the rise of integrated business systems and BYOD. Ultimately there is a demand for service and value, but there is also a need for new and innovative business solutions. The end user expects an ability to resolve their business needs in a timely, cost-effective manner, and this includes new financial models such as ‘pay for use’.

 

  1. We now live in a world when we want everything immediately – has this put extra pressure on MSPs?

The pace of life changes for everyone and in some ways, this has put additional pressure on Managed Service Providers. However, in other ways it is the same as it has always been. The basics will always need to remain the same – quality service continues to be key and business continuity is always critical.

 

  1. What is the key to meeting end user expectations?

The first is to listen. Listening to the end user will ensure Managed Service Providers accurately understand the issues- only then can a really effective solutions be established. Fundamentally, it is about being transparent and ultimately sharing a common business goal. This is critical to meeting the expectations of the end user, but it is also essential in establishing a strong, long-term relationship.

 

To find out more about how MCSA can assist with your end user expectations contact the team on 01628 810977