Introduction

As Bill Gates once said, ‘The advance of technology is based on making it fit in so that you don’t really even notice it, it’s part of everyday life.’ Yet, behind every seamless technology experience is a team managing the complexities, ensuring security, and fostering innovation. For CIOs, Managed Services have become that crucial, often invisible, force driving business success.

In today’s business landscape, businesses face increasing pressure to innovate, optimise operations, and strengthen security. As organisations expand, the complexity of managing IT infrastructure, cybersecurity, and day-to-day operations become overwhelming. For many CIOs, leveraging Managed Services has become a strategic solution to these challenges. This guide will explore everything a CIO needs to know about Managed Services and how it can reshape your business for success.

What Are Managed Services?

Managed Services refer to the proactive management and support of an organisation’s IT infrastructure, applications, and systems by an external provider. Instead of reacting to issues when they arise, Managed Service Providers (MSPs) offer continuous monitoring, management, and improvement of your IT environment. They ensure that systems are secure, efficient, and aligned with business objectives, giving your team the freedom to focus on core business operations.

Key Components of Managed Services:

• IT Infrastructure Management: Regular monitoring, maintenance, and optimisation of servers, networks, and storage.
• Security Management: Ensuring robust cybersecurity measures, from firewalls and antivirus to real-time threat detection and remediation.
• Cloud Services: Managing public, private, or hybrid cloud environments for efficiency, scalability, and cost-effectiveness.
• Data Management: Backup, disaster recovery, and ongoing management of data storage and accessibility.
• Help Desk and Support Services: Providing end-users with timely technical support, ensuring minimal downtime and enhanced productivity.

Why CIOs Are Turning to Managed Services

1. Cost Efficiency
One of the most significant advantages of managed services is predictable IT spending. By shifting from a capital expenditure (CAPEX) model to an operational expenditure (OPEX) model, businesses can manage IT costs more effectively. Instead of investing in expensive hardware and maintaining an in-house IT team, organisations pay a monthly fee for the services they need.

2. Focus on Core Business Functions
With an MSP handling routine IT tasks, internal teams are free to concentrate on strategic initiatives. This shift allows CIOs to focus on innovation, customer experience, and business growth rather than firefighting IT issues.

3. Access to Expertise and Advanced Technology
Managed Service Providers typically employ experts with specialised knowledge in cloud computing, cybersecurity, networking, and more. This access to a broader talent pool ensures that your organisation benefits from the latest tools, trends, and technologies—without the challenge of constantly retraining in-house staff.

4. Scalability and Flexibility
As your organisation grows, your IT needs will evolve. Managed Services offer scalable solutions that can easily expand to meet changing business demands. Whether you’re launching a new service or expanding into new markets, MSPs can adapt and scale their services accordingly.

5. Enhanced Security and Compliance
With increasing cyber threats, security remains a top concern for CIOs. Managed Service Providers offer advanced security services, including proactive monitoring, threat intelligence, and vulnerability management. Many MSPs also provide compliance management, ensuring that your business meets industry standards and regulations, such as GDPR, HIPAA, or ISO certifications.

Common Misconceptions About Managed Services

MSPs Replace Internal IT Teams
Managed services do not eliminate the need for an internal IT team. Instead, they complement your team by taking over routine tasks and providing expertise in areas where your team may lack resources. Your IT department can focus on high-value projects that drive business success.

MSPs Are Only for Large Enterprises
While MSPs are crucial for large enterprises, they offer just as much value to small and medium-sized businesses. By outsourcing IT functions, these businesses can compete with larger competitors, leveraging advanced technologies without significant upfront investment.

All MSPs Are the Same
Not all Managed Service Providers are created equal. It’s essential to select an MSP that aligns with your business goals and understands your specific industry challenges. Look for a partner with a track record of success, relevant certifications, and a flexible approach to customisation.

Key Considerations for Choosing the Right Managed Service Provider

1. Assess Their Expertise and Certifications
Make sure the MSP has a proven track record and holds certifications relevant to your industry or the technologies you rely on. Providers who partner with major vendors can offer deep insights and access to cutting-edge tools.

2. Evaluate Service Level Agreements (SLAs)
SLAs are critical to ensuring your MSP delivers on their promises. Review their guarantees around uptime, response times, and problem resolution. Ensure these align with your business needs and expectations.

3. Scalability and Flexibility
Your chosen MSP should be capable of growing alongside your business. Whether you plan to expand operations, move to the cloud, or need enhanced security solutions, ensure the provider can scale services accordingly.

4. Security and Compliance Capabilities
Ensure that the MSP has a comprehensive approach to security. Look for providers that offer 24/7 monitoring, data encryption, multi-factor authentication, and have robust compliance protocols in place.

5. Cultural Fit and Collaboration
Your MSP should be more than a vendor—they should be a strategic partner. Look for a provider that values collaboration and is committed to understanding your unique business needs and culture.

How Managed Services Can Support Your Business Growth

Managed Services Providers (MSPs) are not just IT support, they are strategic partners in business growth. Whether you are expanding to multiple locations or managing remote teams, MSPs ensure smooth operations with remote IT support that keeps performance and communication seamless. This partnership allows you to focus on strategic growth initiatives while MSPs handle the technical complexities.

Managed Services help future proof your business by adapting your IT infrastructure to the latest advancements and proactively managing risks. MSPs don’t just respond to problems they anticipate them, ensuring your systems are ready for the challenges and opportunities of tomorrow.

The Future of Managed Services

For CIOs, staying ahead of the curve means working with an MSP that embraces innovation. By leveraging new technologies and automating routine tasks, your organisation can reduce costs, minimise risk, and gain a competitive edge in the marketplace.

Conclusion

This guide equips you with the insights to navigate the world of Managed Services confidently. As a CIO, your decisions around IT infrastructure and operations will significantly impact your organisation’s success, and Managed Services can be the critical factor that drives that success forward.

Summary Lead:
1. Cost Efficiency
2. Access to Expertise
3. Focus on Core Competencies
4. Scalability and Flexibility
5. Enhanced Security
6. Predictable Budgeting
7. Compliance and Regulations
8. 24/7 Support
9. Competitive Advantage

1. Cost Efficiency

2. Access to Expertise

3. Focus on Core Competencies

4. Scalability and Flexibility

5. Enhanced Security

6. Predictable Budgeting

7. Compliance and Regulations

8. 24/7 Support

9. Competitive Advantage:

In conclusion, managed services are not just about outsourcing IT tasks; they are a strategic investment in the growth and success of your business. By harnessing the benefits of managed services—cost efficiency, expertise, scalability, security, and more—you can position your organization for sustainable growth in today’s dynamic business environment. So, why wait? Consider partnering with a trusted managed service provider and take your business to new heights.

Finding a Top Managed Services Company for You 

1. Expertise and Experience: Assess the Managed Service Provider’s knowledge and experience in your industry and their experience with the specific technologies your business relies on. Look for an MSP with a proven track record.
2. Service Offerings: Review the range of services the MSP provides, such as IT support, cloud management, cybersecurity, network monitoring, and more. Ensure their services align with your current and future IT needs.
3. Service Level Agreements (SLAs): Review the SLAs and monthly service inclusions to understand the level of service and support you can expect. Pay attention to response times, uptime guarantees, and the procedures for resolving issues.
4. Scalability: Ensure the MSP can scale their services to accommodate your business’s growth and changing requirements over time.
5. Security and Compliance: Evaluate the MSP’s approach to cybersecurity and data protection. Check if they have experience with industry-specific compliance standards that apply to your business.
6. Customer References and Case Studies: Ask for references from existing clients and review case studies to gauge the MSP’s performance and customer satisfaction.
7. Proactive Monitoring and Maintenance: Look for an MSP that offers proactive monitoring and preventive maintenance to identify and address issues before they become significant problems.
8. 24/7 Support: Verify that the MSP provides around-the-clock support to ensure assistance during emergencies and off-hours.

These factors encompass the critical aspects of selecting a managed services provider that aligns with your business goals and IT needs. They help ensure that you choose a partner who can effectively manage and support your IT infrastructure.

Why Choose Oreta Managed Services?

Backed by our key vendor relationships and certifications including Cisco, Meraki, Fortinet, Palo Alto, Microsoft and Telstra.

Scale your business more effectively, be more responsive to changes in technology and gain greater insights to your users’ experience with Oreta’s managed services.

References
1. Managed Services Market – Growth, Trends, COVID-19 Impact, and Forecasts (2023-2028)
2. Annual Cyber Threat Report 2022

1. The Rise of AI-driven Automation
2. Increased Emphasis on Cybersecurity
3. Accelerated Adoption of Cloud Services
4. Growing Demand for Edge Computing Services
5. Further expansion and adoption of DevOps approach

The Rise of AI-driven Automation

This highlights the rapid advancements in AI technology and its successful implementation in various sectors. For instance, companies like Amazon, Google, and Microsoft have already leveraged AI-driven automation in their cloud platforms to optimise resource allocation, security, and performance. The proven benefits of AI in these contexts highlight its potential for driving similar transformation in your ICT operations delivery.

According to Gartner, by 2024, businesses that implement AI in their operations will witness a 30% reduction in IT infrastructure costs. Moreover, a report by Deloitte reveals that companies leveraging AI-driven automation in managed services achieve a 20% increase in customer satisfaction ratings.

To leverage this insight, businesses should look to invest in AI capabilities and expertise. They can embrace AI-powered monitoring tools that provide real-time insights, automate routine tasks, and identify potential issues before they impact operations. By proactively adopting AI-driven automation, businesses can streamline their ICT operations, improve service levels, and enhance customer satisfaction.

The future of ICT operations in 2024 promises ground-breaking transformations through AI-driven automation. By embracing this insight, businesses can gain a competitive edge, improve operational efficiency, and elevate customer experience.

Increased Emphasis on Cybersecurity

According to Cybersecurity Ventures, cybercrime damages are expected to reach $10.5 trillion annually by 2025, underscoring the critical need for robust cybersecurity measures. Additionally, a study by Accenture revealed that 68% of business leaders believe their cybersecurity risks are increasing.

This prediction arises from the escalating frequency and sophistication of cyber-attacks across industries. High-profile data breaches and ransomware incidents have underscored the critical importance of cybersecurity. The rise of interconnected devices, cloud adoption, and remote work have further amplified the need for robust managed security services.

Businesses should invest in comprehensive cybersecurity solutions and consider partnering with managed service providers (MSPs) that specialise in cybersecurity. Implementing multi-layered defences, conducting regular security assessments, and educating employees on best security practices are crucial steps. Organisations need to adopt a proactive approach to cybersecurity to stay ahead of potential threats in 2024 and beyond.

Accelerated Adoption of Cloud Services

According to Gartner, by 2024, more than 45% of IT spending on infrastructure, software, and services will shift from traditional solutions to the cloud. Additionally, a study by Flexera revealed that 93% of enterprises have a multi-cloud strategy, highlighting the growing popularity of cloud solutions.

The ongoing shift towards cloud computing and the undeniable benefits it offers in 2024 is causing an accelerated adoption of cloud services. Organisations across industries have experienced the advantages of cloud solutions, such as reduced infrastructure costs, enhanced accessibility, and improved collaboration. As businesses seek to leverage these benefits, the demand for cloud managed services will continue to surge.

To capitalise on this prediction, businesses should assess their existing IT infrastructure and identify suitable applications for cloud migration. They should partner with experienced service providers who can guide them through the entire cloud adoption journey. This includes developing a comprehensive migration strategy, ensuring data security and compliance, and optimising cloud resources for maximum efficiency.

Growing Demand for Edge Computing Services

According to IDC, by 2024, over 50% of new enterprise IT infrastructure will be deployed at the edge rather than in traditional data centres. Additionally, Gartner predicts that by 2025, 75% of enterprise-generated data will be processed at the edge. These statistics highlight the growing significance of edge computing in the managed services landscape.

The increase reliance on IoT devices and the need to process data closer to the source is leading to the growing demand for edge computing services. Industries such as manufacturing, healthcare, and retail require low-latency computing capabilities to enable real-time decision-making and reduce dependence on centralised data centres. Edge computing provides a decentralised approach, and its potential benefits have been showcased in various use cases and pilot projects.

To leverage this prediction, businesses should evaluate their data processing needs and identify areas where edge computing can provide significant advantages. They should partner with vendors and / or service providers who possess expertise in edge computing architecture, deployment, and management. By embracing edge computing services, businesses can enhance their operational efficiency, improve customer experience, and gain a competitive edge.

Further adoption of DevOps practices

This prediction arises from the growing recognition of DevOps as a transformative approach to software development and operations. DevOps principles, such as automation, continuous integration, and continuous delivery, have proven to optimise workflows, reduce errors, and enhance overall productivity. As businesses seek to achieve faster time-to-market and deliver seamless customer experiences..

According to a survey conducted by Puppet, organisations that have successfully integrated DevOps practices experienced 63% fewer failures and recovered 168 times faster from incidents. Additionally, the State of DevOps report by DORA (DevOps Research and Assessment) found that elite performers in DevOps achieve 208 times more frequent deployments and have a 106 times faster mean time to recover from incidents. These statistics highlight the tangible benefits of adopting DevOps practices.

To take advantage of this prediction, businesses should embrace a DevOps mindset and culture. They should foster collaboration between development and operations teams, automate processes wherever possible, and adopt tools that facilitate seamless integration and continuous delivery. Partnering with managed service providers who have expertise in DevOps practices will further enable organisations to drive efficiency and innovation.

As we approach 2024, the future of ICT operations holds transformations that businesses should consider and evaluate. Oreta is doing the same and already adopting AI-driven automation, to enhance customer experience. Oreta’s expertise in ICT infrastructure, Cloud platforms and ICT operations positions them as trusted partner for businesses seeking to optimise their IT operations.

We are operating in an environment that we have never known before. Business models that were proven to be successful in the past are now being challenged. Organisations need to innovate and disrupt themselves to survive, let alone stay relevant.

Oreta’s Director of Operations, Rajitha Rajasingham, shares her insights on managed services in today’s world:

• Why organisations need managed services now more than ever? 
• What are the pitfalls of a managed services relationship?
• What to look for in a managed services provider?

Question 1 – Why organisations need managed services now more than ever? 

Historically organisations that have leveraged managed services have typically benefitted from expertise, scalability and optimised operations. In today’s world managed services isn’t just a good business model it is a necessity. Organisations are operating in an environment that they have never known before. In the wake of COVID-19, the growing challenges to business resilience such as unpredictable revenue, operational changes and cashflow pressures will force organisations to innovate and disrupt themselves to not only stay relevant but to survive. In addition, a massive shift to mass remote working has led to an increase in security vulnerabilities. This means organisations will need to focus all their resources on differentiating their business leaving IT security and operations to the experts.

Be rewarded. Choose Oreta as your MSP

Question 2 – What are the pitfalls of a managed services relationship?

It is vital that organisations have a robust governance framework in place to ensure that they and the MSP benefit from the relationship. Both parties must have a shared understanding of the organisation’s strategy and vision and work together to achieve successful results. If both parties do not clearly outline their expectations and responsibilities from conception, it could potentially lead to the misalignment of objectives, lack of control, and inflexibility in scope.

Question 3 – What to look for in a managed services provider?

When looking for a managed services provider it is important to understand the value the MSP will bring to the table.

Do they understand your organisation’s strategic direction, and do they have the capability to support it? Is security and automation bolted on as an afterthought or built into their processes to support scalability, growth, resilience and optimised operations.?

Do they have the governance and controls in place to execute operations in a disciplined manner yet with continuous improvement in mind? Do they provide the required business intelligence?

And finally, they may tick the box on their technical capability, but are their values aligned to your organisation’s? Can they work with your team and your systems and be the partner that you need and want?

Be rewarded. Choose Oreta as your MSP

About Rajitha Rajasingham, Co-Founder and Director of Operations, Oreta

Rajitha Rajasingham is the co-founder and Director of Operations at Oreta. Rajitha’s determination to start up Oreta 5 years ago was influenced by her passion to create a conduit for small to medium enterprises to compete on the big stage through the power of cloud computing. Her career spans over 25+ years in the IT industry, including 13 years at Accenture where she worked with fortune 500 companies across the globe to transform their business to be more effective, efficient and relevant to their customers.

About Oreta

Oreta excels in providing Managed Services to its valued clients. Our clients have the confidence that they can focus on their core business, knowing they have the best IT services at hand. We bridge the gap in your organisation’s IT skill, process, and tooling. We automate to drive scalability, we adopt a bimodal approach of maintenance and innovation, and adopt a security first approach. Our experienced team of technical engineers are available to support you and your team in providing a broad range of Managed Services in cloud, network and security.

Be rewarded. Choose Oreta as your MSP