Demand for IT Managed Cloud Services

Business technology has gone through several major changes over the decades. Each transformation brought new ways to perform work -- it also allowed some organizations to leapfrog over their less-agile competition.

"Today's CEO concerns provide an advanced look at what will become CIO priorities in six to 18 months," said Jorge Lopez, vice president at Gartner, Inc. The focus for the IT agenda in the face of economic uncertainty and risk is flexibility, and renewed business agility.

According to Gartner's assessment, CIOs need to ensure that their IT operations are ready for the ongoing challenges and shifts that are sure to emerge.

Defined as the ability to achieve financial and strategic plans, effectiveness gives enterprises the flexibility to meet challenge with change. So, how will CIOs improve effectiveness to meet new economic and operational challenges?

Business Imperative for Cloud-based Services
IT leaders are increasingly being asked to move all non-strategic IT functions to the cloud; to develop IT core competencies and skills to manage virtual resources; and to embrace new applications that capitalize on cloud computing, collaboration, mobility and social media.

Worldwide cloud services revenue will reach $56.3 billion in 2009, a 21.3 percent increase from 2008, according to the latest study by Gartner. The market is expected to reach $150.1 billion in 2013.

Much of the cloud computing news centers on systems infrastructure as a service (IaaS). In 2008, these services accounted for only 5.5 percent of the overall cloud services market and are forecast to reach 6 percent in 2009.

"Cloud-based infrastructure services are expected to see significant adoption through 2013," said Ben Pring, vice president at Gartner. "This segment probably has the largest range of possible outcomes, depending on how aggressively cloud computing is embraced."

Cloud application services, evolving from software as a service (SaaS) offerings, were almost twice as large as the market for systems infrastructure and will continue to show strong growth.

Lower Cost Drives Cloud Services Growth
Over the next five years an increasing array of application functionality will become available as IT managed cloud services -- to supplement those current cloud applications.

"The IT market trends for the next couple of years remain highly uncertain. While short-term growth is expected to be inhibited, the potentially lower cost of cloud services is attractive to customers and will drive growth for these offerings," said Mr. Pring.

Given that backdrop, what new demand are you experiencing for cloud-based services? Are you reaching out to service providers, to learn more about their evolving on-demand service offerings?

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How Managed Service Provider Accreditation Helps Buyers

In today's changing volatile economy, companies find the predictable monthly service charges of a managed service provider (MSP) highly attractive. They can deploy technology, confident that they're not pouring money down a black hole. The problem is, scads of technology providers are now trying to recast themselves as MSPs.

How can you tell which ones are qualified?

That's Charles Weaver’s job. He's CEO of the 8,000-member International Association of Managed Service Providers. His nine-year-old group offers an accreditation program for managed service providers, and it's closer to a bar exam than a pro forma blessing. No MSP has ever received a perfect score, and it can take as many as three tries before a company passes. (For more on MSP accreditation, see When Selecting Qualified MSPs, Assume Nothing.)

Part Technology, All Business
The Managed Services Accreditation Program (MSAP) has two parts: a written exam and a physical inspection. The written exam is only about one-fourth weighted toward technology, says Weaver. The other 75 percent relates to the business. "It's not a technology certification. We look at everything from their financials to their facilities. We make sure they're a healthy stable company. We ask questions about disaster recovery and security, but a lot of the exam is designed to determine their financial stability."

The physical inspection follows, during which Weaver or one of the 15 IAMSP board members visits the facility. They check for physical security and process documentation, among other issues. "Documentation is a big problem at the small and midsize service providers," says Weaver. "They fail to write things down, and that puts their business at risk." If they fail the test, the IAMSP shows them how to improve, and they can take the test again (at a cost of $1500).

Dealing with Growth
The accreditation program has been so successful that Weaver is hoping to set up partnerships with consulting firms to help MSPs prepare. The IAMSP has already added sub-categories relating to accreditation for green IT facilities and master MSPs (those who lease services to smaller MSPs).

But keeping up with the growth in the industry is keeping Weaver busy. "Companies are demanding managed services because they're trying to cut costs. But they're finding very green, very immature vendors who say they're an MSP because they went to a seminar," he says.

If you're entrusting your company's technology to an MSP, then invest the time to determine whether your MSP is accredited, and what that accreditation process involved.

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Four Places to Find Managed Service Providers

We spend considerable time educating businesses about the value of managed service providers (MSPs). Now it's time to tackle the next logical question: Assuming you're ready to outsource some or all of your IT infrastructure, where can you find a qualified, reliable MSP?

The search for an MSP that fits your business is a bit like finding a doctor: There are thousands of qualified people ready to help you, but ultimately your choice may come down to personality and bedside manner.

In some cases, MSPs may serve as a virtual extension -- or complete replacement -- for your IT department. With that reality in mind, your service providers will need to have corporate cultures that blend well with your own business culture and working style.

Treat your search for an MSP similar to an employee search. Interview the candidates carefully, ask about past successes and failures, and ask for plenty of references that you can contact directly.

Step One: Finding MSP Candidates

I still need to answer the most basic question of all. Where can a small, midsize or large enterprise find qualified MSPs to manage some or all of their IT systems? Here are four potential starting points:

1. Your Existing IT Partners: Chances are, your current IT consulting firms, solutions providers and integrators have launched -- or will soon launch -- managed services practices.

If you already depend on external firms for IT project work, ask those firms if they offer hosted applications, remote monitoring and IT management, and other ongoing, fee-based monthly services.

2. The MSPAlliance: This association has roughly 7,000 member MSPs from across the globe. I'm not suggesting that all of the MSPs are top-notch, but a growing number of them have earned so-called MSPAlliance Accreditation, which means the association has inspected their data centers, network operation centers and business processes. Check in directly with the MSPAlliance to see if they have any member organizations in your areas that offer the IT services you need.

3. MSP Partners: This vendor-driven organization -- originally launched by Cisco Systems, Ingram Micro, Intel, Level Platforms and Microsoft -- educates MSPs across North America. Chances are, they can direct you to qualified MSPs in your region. You'll find MSP Partners contact information here.

4. The MSPmentor 100: The annual MSPmentor 100 list identifies the world's top managed service providers. The research is based on a global MSPmentor reader survey, and it ranks MSPs according to more than a dozen metrics (including annual revenue growth and number of devices remotely managed).

Disclosure: I'm MSPmentor's founding editor, and even top-ranked MSPs can stumble in a bad economy. But if you check the MSPmentor 100 list, you can search for MSPs in your area.

Let me know how your search for an MSP goes and best wishes for a successful 2009.

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The More Things Change, The More They Stay the Same

I received an email the other day congratulating me on a column I wrote for NetworkWorld nearly three years ago entitled, "Why Managed Services Fail."

The 'shelf-life' of web content always amazes me, but it is gratifying to have people stumble across my past writings and still find them timely.

What struck me as I revisited this 2005 column was how many of my points were still true,

• "...Almost every supplier and service provider I talk to admits that selling managed services has been harder than expected."
• "The first problem these managed service providers face is packaging."
• "The second issue is pricing."
• "The third challenge is positioning these services properly."
• "But the biggest obstacle to selling managed services is poor sales skills."

Sound familiar?
Although industry research clearly shows that customers are becoming more receptive towards managed services and the economy is even driving an increasing number of customers to actively pursue managed service alternatives, many MSPs are still suffering from poor sales and marketing skills to respond to these opportunities.

They are still thinking in terms of selling products rather than services. They are still promoting the 'speeds and feeds' of their technical capabilities rather than the business value of their service capabilities.

As a consequence, many MSPs end up selling their services to IT managers who are only interested in continuing to buy systems and software rather than selling solutions to higher level decision makers who are interested in the business impact of their services.

Worthy of Your Business?
So, if you are an IT or business decision-maker who is seeking to acquire managed services, don't be surprised if your potential MSPs are talking to you in the wrong terms and trying to sell you the wrong value propositions.

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Managed Services Momentum Shifts to Mid-Market

While traveling across North America in recent weeks, I've heard about the same two-part trend from multiple sources: Some small businesses are reducing their IT service contracts and delaying outsourcing decisions. But on the flip-side, mid-size businesses are accelerating their move to managed services. These trends are pretty easy to explain.

Consider this: 18 percent of small-business owners in October said they were at risk of going out of business because of economic conditions, up from 9 percent in August, according to an American Express survey involving 602 businesses with 100 or fewer employees.

Even worse:

• 79 percent of small-business owners said sales are decreasing.
  
• About two-thirds of the respondents said the tightening of credit has affected their business.
  
• 51 percent said they have had to tap personal assets in order to pay business expenses.
  

With those concerns in mind, it's increasingly difficult for small business owners to focus on their IT strategies. They're so consumed by cash-flow issues, that they overlook the fact that managed services can deliver predictable, reliable IT services at a fixed monthly cost.

Let me be clear: Small business owners should embrace managed services as a way to improve their own cash flow. But many entrepreneurs will hesitate to do so because they are afraid to make any long-term financial commitments in today's economy.

Mid-Market Managed Services Boom
In stark contrast, mid-size businesses are accelerating their move to managed services. I hear this again and again from CXOs within mid-size organizations, and from managed service providers themselves.

The explanation is simple: Mid-size companies are eager to trim costs. Big, sprawling on-premise application projects are out of fashion. Instead, easy-to-deploy software as a service (SaaS) engagements are the rage.

But that's not all. Mid-size companies are investing in managed security, managed storage, and other basic services that no longer require full-time internal IT employees.

Yes, some mid-size IT staff members are going to lose their jobs as companies outsource more functions to managed service providers. But that was a trend even before the recession kicked in.

Fearless Migration to Managed Services
Instead of fearing managed service providers, IT staff members should closely evaluate their skill sets and develop expertise in such emerging areas as unified communications, telepresence and open source applications.

Nobody is immune to the recession. But mid-market IT managers who keep their skills sharp will mitigate the risk of losing their jobs, and wind up working more closely than ever with managed service providers.

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Making Sure The Numbers Favor Managed Services

As industry analyst forecasts mount predicting the rapid growth of managed services, an increasing proportion of IT and business decision-makers are taking a closer look at how these alternatives can impact their operations.

The challenge is effectively measuring the costs and benefits of these options.

Gartner kicked off 2008 predicting, "By 2011, early technology adopters will forgo capital expenditures and instead purchase 40 per cent of their IT infrastructure as a service." And with today's unprecedented economy crisis, THINKstrategies believes the shift to managed services will be faster and more pronounced than predicted.

As a consequence, every responsible IT and business decision-maker is obligated to carefully reassess their current operations and thoroughly evaluate all of the available alternatives to better manage their IT environments so they can better support their business objectives.

Substantive Cost Comparisons
However, many of the current methods for evaluating the financial impact of today's managed services fall short because they don't effectively measure the full cost implications and additional business benefits of these services.

For instance, many managed service providers (MSPs) utilize web-based total cost of ownership (TCO) or return on investment (ROI) calculators to help potential customers understand the cost-savings they can generate using managed services.

Yet, these calculators often include generic cost comparisons which are irrelevant or of little value to specific companies. Or, they suggest that managed services can eliminate valuable staff positions which raises fears among potential customers that they will lose their jobs by hiring a MSP.

Comprehensive Assessments
What thoughtful IT and business decision-makers need instead are interactive tools which enable them to work with MSPs to more thoroughly measure the real cost-savings and additional business benefits -- both tangible and intangible -- that managed services can produce for their organization.

This requires more sophisticated calculators and skilled salespeople who can work with customers in utilizing these tools effectively.

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Managed Services Reality Check for Small Business Owners

Somewhere between the economic panic and the managed services craze their resides a simple truth: Now is the time for all small businesses to carefully consider their IT strategies for 2009.

I'm tired of reading wild statements that say managed services and Software as a Service (SaaS) are immune to the economic turmoil. It's far more accurate to say we've reached an inflection point of sorts, where small businesses need to review what they spent on IT in 2007 and 2008 to help their planning in 2009.

Traditionally, many small businesses acquired IT assets -- PCs, servers, networks, applications and other infrastructure that they ran internally. But those acquisitions required big lump-sum capital investments.

During the current economic turmoil, we're seeing a shift in the market. Smart small businesses increasingly depend on IT services.

Much in the same way that they pay flat monthly fees for broadband and cellular services, small businesses are embracing managed services to gain far more predictable -- and far more reliable -- IT options.

Look Back to Get Ahead
If you're a small business owner or manager, take a look at your 2008 and 2007 IT expenses. Be sure to underline purchases involving storage, security and application infrastructure.

Going forward, investigate how those big-ticket items could be shifted (partially or entirely) into the cloud.

Hundreds -- perhaps thousands -- of IT solutions providers now offer managed firewall and managed endpoint security services. And new cloud storage services -- such as Amazon's Simple Storage Service -- can bolster your own on-site storage area networks with key disaster recovery capabilities.

The trend certainly includes any applications you're seeking to license or "purchase." I am not suggesting that all on-premise applications will shift to the cloud. But before you build -- or buy -- your next business application, check to see if it already exists on the Web. Chances are, it does.

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Managed Service Providers: Serving Small Businesses Worldwide

Thousands of small businesses in the United States have already embraced managed services. Now, thousands of additional businesses across the globe are climbing aboard the managed services bandwagon.

Consider the following data points:

• Asia Pacific organizations will spend more than $10.25 billion on hosted and managed services by 2010, up from $6.47 billion in 2007, according to Frost & Sullivan.
• Australia's managed security market will grow roughly 20 percent annually through 2013, the same research firm predicts.
• Small and mid-size enterprises will drive nearly half of Europe's managed services revenues -- jointly spending nearly 11 billion euros in 2008, estimates Forrester Research.
• Small business managed services spending will reach $5.4 billion in 2008, according to Techaisle. The data covers the US, United Kingdom, Australia, China, Brazil and India. In the US alone, small business managed services spending will hit $1.5 billion this year, Techaisle predicts.

Quest for Managed Service Guidance
When you string those data points together a clear pattern emerges: Small businesses worldwide have overcome their fears of the IT unknown, and they're turning to trusted advisers for managed services guidance.

So, what services are small businesses outsourcing most frequently to MSPs? The answers include:

• Remote administration (94%)
  
• Help desk services (90%)
• Managed security (82%)
• Managed storage (65%)
• VoIP and telephony (57.1%)
• and unified communications (32.1%)

The data, culled from MSPmentor.net's global survey of managed service providers, reinforces a clear fact: Small businesses across the globe are realizing they need to focus on their business strategies, while outsourcing core IT responsibilities to external professionals.

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