Blog Series: Managed Services Study 2022
Yvonne Kern | May 6, 2022

What Enterprises Expect from their Managed Services Providers (MSP)

What should the future IT architecture look like? How can organically grown legacy systems be transformed? How can we support our IT department in such a way that it can handle the tasks ahead and additionally drive important innovations? Companies grappling with such questions know that they involve setting a strategic course. In doing so, they often have a considerable need for consulting that goes beyond internal IT know-how.

For such services and consulting, many companies trust their Managed Services Provider (MSP), who thus becomes a “Trusted Advisor” – a strategic partner. The expectations of companies are correspondingly high: The MSP should deliver recognizable added value.

Graph showing survey results on the question: How far do you agree with the following statement:

It is no longer just about cost reductions, improved internal resource efficiency and stable running systems. Managed services providers are supposed to improve companies’ ability to react and adapt, to initiate and implement innovations. Acting faster in uncertain markets, going through the necessary transformation step by step – this is what MSP customers expect in the long term. Ideally, MSPs combine strategic consulting, insights into the company/industry, and knowledge of the latest technologies.

We wanted to know more specifically: What factors – from a company’s perspective – characterize an ideal managed services provider? Together with the custom research team from the German magazines CIO, CSO and COMPUTERWOCHE, NTT DATA Business Solutions Germany examined the status quo and the future of managed services. In a comprehensive survey, more than 300 IT managers revealed their criteria relating to the choice of provider – and the expectations they have of their service providers.

Success criteria, added value, data security

Three examples: Study participants named top criteria for successful collaboration with an MSP as:

  • local contact person (36 percent),
  • good internal IT organization (32 percent),
  • appropriate SLA and communication in German (31 percent each),
  • customer orientation (27 percent).

In terms of expected added value and concrete business benefits, four aspects ranked at the top:

  • Better software quality (54 percent),
  • cost transparency (51 percent),
  • risk sharing (48 percent) and
  • more freedom for internal staff (45 percent).

Regarding data security and data protection, most IT experts gave preference to an MSP from Germany or the EU. International hyperscalers are viewed critically in some cases. In fact, there are numerous scenarios in which a hybrid architecture of private and public cloud makes sense. The task of the managed services provider is to design a custom-fit architecture of SAP solutions and other technologies for the respective company that combines the strengths of the various providers.