As hybrid working looks set to become the mainstream operating model for organisations, it presents a headache for their managed service providers (MSPs) who must deal with more complex solutions to fulfil the needs of their customer’s distributed workforces.
The mass migration to cloud adoption spurred on by the outbreak of COVID-19 last year has created more complex hybrid solutions, particularly as many organisations had to leave their on-premise legacy
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Ian McCarthy[/caption]
tech in the office at the same time as implementing technology that enables their employees to stay connected from home.
Ian McCarthy, Virsae’s Director for the UK & EMEA, told UC Today that the pandemic had
forced many organisations to accelerate their digital transformation to hybrid environments that combined both on-premise hosted equipment and cloud-delivered applications.
However, the hybrid model placed the combined weight of old and new technologies onto the shoulders of MSPs, demanding a rethink of operating models and processes to deliver the same services and value for newly complex environments.
“MSPs must pivot from managing what were legacy environments – where it was mostly managing physical tin in a datacentre and providing some form of oversight – to a solution that largely resides in somebody else's cloud, over which MSPs have little control,” he noted.
“MSPs are still expected to deliver the same level of user and customer experience to home workers and end-users at a time we've seen organisations make the shift to hybrid working, and the change is a far more complex world to manage than before. MSPs must adapt to the changing landscape or run the risk of losing relevance in a competitive market.”
The shift has put the onus on MSPs to embrace the future of the service management delivery and customer success, as opposed to thinking they can deliver technology services the way they did before.
Ross Williams[/caption]
