Mr. Siegmund, costs, organization, strategy, personnel and service quality: companies expect visible added value and concrete business benefits from working with an MSP in these areas. At the top of the list (51 percent) is the expectation of greater cost transparency and easier IT controlling. From the perspective of an MSP: What does this transparency look like?
Matthias Siegmund: When companies take an MSP on board, two key basic expectations are falling costs and greater resource efficiency. Customers can see how these factors are doing via dashboards and ad hoc reports. These tools make the status transparent: customers can see the status of their KPIs, such as solution speed and end-user satisfaction. They also see which services generate which costs – important for controlling.
Evaluating the qualitative added value that an MSP continuously provides is a bit trickier. For example, the question of how many ideas were proactively contributed to the further development of the system and actually implemented. Here, the expectations of companies have rightly changed, and they see successful collaboration as a selection criterion. The MSP is expected to contribute his own solutions and ideas. However, the ultimate business added value, i.e., which building blocks have contributed how much to the company’s success, is difficult to quantify.
Let’s go back to the basic expectation: Despite all the enthusiasm for innovation, companies give priority to the balance between costs, resources and system stability; only then do proactive measures, innovations and further added value for the business come into play.