Insights | MSM: Don’t Wait Until It’s Broken

MORE THAN JUST A SERVICE DESK

ROI You Can’t Ignore

A strong risk management strategy is vital to growing your business and safeguarding your revenue. Costly disruptions erode your bottom line and halt innovation.

Our MSM approach goes beyond the traditional IT service desk. More than just managing tickets, we get under the hood of your IT infrastructure and implement custom solutions that align your people, processes, and tools with your evolving business goals. Tap into a comprehensive portfolio of services that boost uptime, user experience, and ROI.

350 %

Cost savings using a team-based MSM approach versus hiring individually.

5 HRS

Average time in hours saved per week when companies implement standardized reporting

5 DAYS

Days to deploy complex changes like automation and integration.

200 %

Average savings on staffing costs with MSM.

87 %

CIOs seek managed services to access hard-to-find skills and free up resources. (Gartner)

700 B

Annual global cost of IT downtime across all industries. (IDC)

50 %

Downtime can be reduced by up to 50% using managed services. (Network ROI)

30 %

Potential reduction in IT costs by outsourcing to managed services. (RTCS)

9000 HRS

Estimated cost per hour of IT downtime for small businesses. (IDC)

84 %

Companies see better efficiency and productivity with managed IT. (ETS)

Unplanned Costs & Downtime

Without proactive management, you’re setting yourself up for surprise expenses and outages.

Missed Business Opportunities

If your systems aren’t optimized, expect slower project delivery and missed revenue targets.

Lost Trust & Security Breaches

Gaps in your security or compliance can cause a lot more damage than just fines eroding client trust.

Productivity Black Holes

Inefficient tools and frequent issues pull your team away from doing the work that drives impact.

PROTECT YOUR INVESTMENT

The Cost of Not Using Modern Service Management

Not investing in proactive IT management puts your entire tech stack at risk. Without a structured approach like ITIL or COBIT, your IT processes fall out of sync with business goals, leading to inefficiency and chaos. Proactive managed services are crucial for keeping your technology infrastructure stable, minimizing disruptions, and ensuring smooth operations during transitions. Skip this, and you’re risking costly downtime, compliance issues, and missed opportunities for improvement.

Explore ITSM/ESM Resources ⟶

Category	Key Component	What It Means	What’s at Stake
Cost & Resource Efficiency	Tool Rationalization	Streamline and optimize tools to eliminate redundancies and inefficiencies.	High licensing costs Lower efficiency Collaboration barriers Increased security risks Complex management Data silos and poor accessibility
Cost & Resource Efficiency	Scalability Planning	Prepare your systems for future growth and changing business needs.	Scalability bottlenecks Performance issues Missed opportunities
Reliability & Stability	Hypercare & Stabilization	Continuous monitoring and support to prevent issues and maintain stability.	Frequent downtime Unresolved issues User frustration
Reliability & Stability	Proactive Issue Resolution	Address potential issues before they escalate into major problems.	Extended downtime Costly fixes
Data Management & Security	Data Backup & Disaster Recovery	Safeguard critical data and enable rapid recovery.	Data loss Compliance penalties Business disruption
Data Management & Security	Data Management & Compliance	Manage data effectively and ensure regulatory compliance.	Compliance fines Reputational damage
Strategic Alignment & Growth	Field CTO Engagement	Align tech strategy with business goals.	Missed innovation Strategic misalignment
Strategic Alignment & Growth	Custom Configuration & Deployment	Configure and deploy tools efficiently.	Misalignment Increased troubleshooting
User Experience & Adoption	User Onboarding & Training	Improve tool adoption and user satisfaction.	Low adoption High support costs
User Experience & Adoption	UX Health Check & Optimization	Optimize tools for better user experience.	Frustrated users Low engagement
Operational Efficiency & Integration	Integration & Automation	Automate tasks and connect systems for better workflows.	Inefficient processes Higher error rates

What is IT Service Management (ITSM)?

ITSM is a strategic approach to designing, delivering, and managing IT services. It ensures IT services align with business needs, providing value throughout the service lifecycle.

Why is a structured approach to ITSM important?

A structured ITSM framework (like ITIL) standardizes practices, drives continuous improvement, and aligns IT with business goals.

What are the benefits of ITSM?

ITSM improves efficiency, boosts productivity, reduces downtime, and enhances user satisfaction, ultimately supporting business goals.

What is Modern Service Management (MSM)?

MSM goes beyond traditional IT managed services by integrating automation, AI, and advanced frameworks to proactively manage IT infrastructure and optimize performance.

How does MSM differ from traditional IT managed services in terms of TCO?

MSM focuses on proactive, long-term management to reduce operational costs and risks, while traditional IT managed services are often reactive and costlier in the long run.

How does MSM reduce the Total Cost of Ownership (TCO)?

MSM reduces TCO by proactively managing IT services, minimizing unexpected costs, eliminating technical debt, and optimizing resource usage over time.

How does MSM differ from a traditional IT service desk?

Instead of the typical IT service desk, MSM provides you with access to a team of experts who know the ins and outs of your business and can provide solutions tailored to your business needs. MSM also uses proactive strategies like real-time monitoring and automation to prevent issues before they occur, delivering a higher level of efficiency and service reliability.