Researchers and business professionals alike, agree that Internal Integrations are crucial for the effective functionality and growth of a business. They enable information sharing between internal and external functions allowing for better cross functional collaboration capabilities.
With these benefits in mind, you may be wondering how you as a Managed Service Provider (MSP) can harness the benefits of Internal Integrations to provide your business colleagues and customers a heightened level service offering. In this post we will examine how to accelerate managed services growth through IT service integrations, discuss some of the best practices we’ve seen with our customers when setting up internal systems and processes to better serve their customers, the challenges faced by modern day MSP’s and how to overcome them and the ways to improve your Managed Services strategy.
How to utilize IT service integrations to accelerate MSP growth
Too often the solutions and software used among MSP's create silos or as we refer to them as islands. Imagine each department in a business being separated from one another on their own island. This would have a vast impact on their ability to collaborate not just with own organization and departments but also among their customers as well.
As more and more MSP’s are utilizing the best services available to suit their own departmental requirements, the thoughts of “how are our tools going to function within our company and communicate with our customers” is getting left out. Though it’s done with the greatest intentions of utilizing the best products to meet demand, there is a constant need for duplication of efforts whether via copy/pasting messages or email in order to meet the collaboration needs to allow each island to collaborate.
The challenge we are seeing MSP's face is that in the selection of the best available solutions the considerations are API availability and the ability to utilize API tools to connect them rather than considering the impact this could potentially have on customers and the growth and scalability of the business.
Complexity issues will arise when relying on emails, portals and point to point integrations through API when offering your services to larger and higher complexity clients. Your clients and customers will then start requesting to integrate directly into your solutions thus requiring a longer process in order to meet their needs. That’s why we recommend looking into strategies to set yourself up for scalability, lower integration costs and time predictability and business growth.
Integration strategies best practices
Let’s look at an example from a process level. Say you have a monitoring service for a MSP that picks up a critical issue or vulnerability on one of the devices in your customer network. Internally, you may have an email integration where it goes to a shared folder or dedicated person and an email listener creates an incident on an Information Technology Service Management (ITSM) tool such as ServiceNow.
In order to get this incident resolved, there may be other teams or stakeholders involved in the process. If the managed service team using ServiceNow and their ITSM tools then need to pass this ticket on to a field team using JIRA to resolve the issue while also communicating with sales and management teams how can they do in the most efficient way?
The challenges and how to overcome them
Eliminating all the point-to-point integrations and manual steps is the way. Having a solution that enables the monitoring system to route critical information to that then simultaneously create the incident record in Servicenow, alert the field team in JIRA, notify the sales and management teams via Salesforce all while keeping stakeholders involved via a dedicated Microsoft Teams channel is the way forward. With remote working proficiencies being a requirement the ability to message and keep everyone informed needs to efficient and automatic. ONEiO as an Integration Service Provider is the solution that provides this capability to MSP's.
With ONEiO as an integration service provider, Managed Service Providers have been able to ditch the end-to-end integrations in favor of an integration hub where they can plug in their software platforms along with their customers to keep everyone informed and updated while ditching the manual time consuming steps.
If you would like to learn more about this specific use case and how we are assisting our clients to exceed their integration goals join our informational on demand webinar series on this topic and others. In a brief 15 minutes, our North American Commercial Director, Heikki Rautalahti will go further in depth with you on:
- How to accelerate managed services growth through IT Service Integrations
- Best practices we’ve seen with our customers when setting up internal systems and processes to better serve their customers
- The challenges faced by modern day MSP’s and how to overcome them
- An example of a common monitoring service looks and how it could be improved upon
- A 4 step digital transformation roadmap on how to achieve these improvements.