itb-au logo
Story image

The future of managed services: Self-service & automation

The future of managed services lies in self-service and automation, both for internal processes and customer engagements.

That’s according to Simon Wheeler the CIO at Brennan IT. He says that as a managed services provider, Brennan IT wants customers to be able to provision, change, order, and perform simple functions themselves, without our intervention.

“This means we can focus on delivering greater value for our customers, like offering strategic transformation advice and guidance, delivering an improved customer service experience, and anticipating and responding to their needs faster,” says Wheeler. He explains that offering self-service capabilities helps managed service providers reduce the number of systems they have.

It also simplifies the integration complexity within the provider’s own IT infrastructure to deliver faster, more accurate support.    Wheeler has identified four key areas for self-service and automation to help free up customers’ time:

1. Self-service maintenance and admin tasks: Providers can give customers greater control of their account and their IT capacity by giving them access to a simple portal from which they can manage everyday IT processes, such as resetting a password or creating users.  2. Report generation: A self-service portal lets customers generate their own reports and choose to view the information they need, when they need it. The time freed up by not generating reports lets the managed service provider spend more time adding greater value to the customer’s account in other ways.  3. Provisioning: By letting customers provision additional services as required, the provider can save them a lot of time and effort, particularly when the need for additional capacity is pressing.  4. Dashboards: Letting customers view all their services via a single dashboard makes it easier to monitor and manage their services together, offering even more efficiency. It removes the tendency to treat each service as a separate entity, which requires customers to go through a different process for each service when changes are required.    “With greater automation, managed service providers can collect more customer insights across IT offerings and identify bottlenecks in processes,” he says.

“An automation and self-service strategy will help providers to become more proactive, which benefits customers. It also lets staff work across more complex, value-added technical challenges. Consequently, providers will be able to help customers achieve greater IT efficiency and business transformation.”   

Story image
IDC names ESET a Major Player second year running
“ESET is strong in the areas of threat research, especially around Android malware identification and behavior detection.”More
Story image
Cybercriminals are leveraging AI for malicious use
"At a time where the public is getting increasingly concerned about the possible misuse of AI, we have to be transparent about the threats."More
Story image
GitHub shares 'greatest hits' open source repositories with historic libraries
Barely 12 months after launching an initiative to preserve open source software for future generations, GitHub is now sharing these collections with major libraries around the world.More
Story image
How to keep office equipment safe in the COVID-19 era
In addition to basic hygiene procedures like mandating the use of hand sanitiser and encouraging the use of masks, organisations can minimise the risk of cross-contamination and infection when employees are using shared devices.More
Story image
Webinar: TLC for Kids on their usage of Nintex Drawloop DocGen
The charity is using the software to free up resources and enable its team to focus on its mission — which, simply put, is to put smiles back on sick kids’ faces. It does this through its TLC Ambulance, Rapid TLC, and distraction box programs, and its services are used over a million times each year across Australia.More
Link image
Revealed: How to streamline the payroll process
Here are five top tips that can help you regain control of your day, cut down on errors, and take care of employees, the company, and yourself.More