EDITOR’ S QUESTION
There is valuable opportunity in optimising Managed Service operations and focus on strategic initiatives. The key approach here is for customers to partner with MSPs to take over the full operation, encompassing people, tools, and processes. It simplifies the client’ s operations and sets the stage for continuous enhancement and improvement.
By structuring the relationship through Service Level Agreements, SLAs and Key Performance Indicators, KPIs, MSPs remain aligned to customer needs and goals, ensuring high performance and measurable results while also providing regular service performance reports.
The distinction to outsource IT services or handle them in-house typically hinges on the nature and strategic importance of the service.
The IT services suited for outsourcing include more operational and technical areas that require specialised expertise and resources. It encompasses Infrastructure Management, including cloud services, system management, network management, security, database administration, development, quality assurance, and support services. MSPs can deliver high-quality, scalable, and cost-effective solutions, allowing the enterprise to focus on their core business.
Some IT services should remain in-house due to their strategic importance or need for closer alignment with organisational goals. These would include roles like the Head of IT Section, Department, the Chief Information Security Officer, CISO, and areas related to Compliance and Regulatory Management. Inhouse teams are best equipped to handle change management, as it requires a deep understanding of the organisation’ s internal processes and culture. creates a strong balance between leveraging external expertise and maintaining control over strategic and regulatory aspects. It helps to optimise IT capabilities and reduce costs while staying focused on innovation and growth.
Ensuring that MSPs are compliant with data and security standards is crucial for maintaining the integrity of IT infrastructure and protecting sensitive information.
It is critical to establish clear policies and procedures for data protection and security compliance. These policies should be explicitly defined in the Service Level Agreement, SLA, covering aspects such as data ownership, access controls, encryption standards, and incident reporting. This ensures both parties are aligned from the start on the expectations and responsibilities.
There needs to be an alignment of IT Service Management, ITSM processes with MSPs. ITSM is particularly relevant for security incident management, it ensures that security events are managed efficiently and
Ensuring that MSPs are compliant with data and security standards is crucial for maintaining the integrity of IT infrastructure.
effectively. The MSP should follow these ITSM practices to address security incidents, minimise response times, and provide resolutions, all while maintaining clear communication with internal teams. p
Outsourcing the operational IT services and retaining critical leadership and compliance roles internally
BASSEL KACHFEH, DIGITAL SOLUTIONS MANAGER, OMNIX
www. intelligentcio. com INTELLIGENTCIO MIDDLE EAST 35