This document discusses managed IT services and how they can benefit facility managers. It defines managed services as a provider assuming responsibility for monitoring, managing, and resolving problems for a business's technology systems. Key benefits include increased productivity and uptime by addressing issues proactively before disruptions occur. The document contrasts this approach with traditional "break-fix" services that only address problems reactively after an issue occurs. It provides examples of different types of managed services and advises on how to select and work with a managed services provider.

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The job of a facility manager is vast
and seemingly endless. Business
environments must be tended to at all
times. Among other tasks, this requires
that AV and IT systems be constantly
maintained, repaired, altered or
updated. In many businesses, technology
resources are limited, and everyone is
looking to you for the answer.
For many facility managers there is
a solution that provides immediate
benefits: managed services. But what
does managed services actually mean,
and how can you tell if an integration
company is not just using the word as
a marketing tool?
Managed services allow businesses
to offload technology operations
to a service provider. The managed
services provider assumes an ongoing
responsibility for 24-hour monitoring,
managing and/or problem resolution
for the technology systems within the
business. There are many different
types of managed services to choose
from, but they all end in the same
results — a better bottom line and
increased productivity.
BY
DESTINY
HEIMBECKER
MANAGED SERVICES:
Making You Look Like a Hero

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What does a managed services provider do?
A managed services provider will monitor your
systems (through managed service software)
24/7 for any problems or potential issues and
alert you to them in a timely fashion. A managed
services provider will also fix most problems
such as software glitches and snags. Nearly any
foreseeable technology problem that may cause
substantial productivity and/or financial loss for
your organization can be anticipated and addressed
by a managed services provider. This helps to keep
system infrastructure running smoothly with little
to no downtime.
Fully managed on-site staffing
Hiring and training technology staff can be very
expensive and temporary employees do not always
live up to expectations. On-site managed services
allow for supplementing or even outsourcing
technology teams, providing facility managers with
all of the benefits of highly trained and dedicated
resources while containing costs and reducing
management headaches.
Remote managed services
Another option is to partner with a technology
integration company that has invested in
developing the capabilities and processes to
monitor your systems remotely. Remote managed
services can be applied to almost any network-
accessible location in the world.
Select integration firms have the ability to support
their clients through real-time monitoring,
diagnostics, asset management and scheduled
testing. Highly trained technicians oversee every
network-connected device in order to minimize
downtime and correct problems before they affect
your operations.
A core management tool at the client site notifies
the integrator of any equipment issues. With this
error detection and notification, they can be your
eyes and ears, reacting to issues through remote
diagnostics and repair before they become a
concern for you.
Managed services providers should offer a wide
range of reports for you to review. These reports
assist their technicians by maintaining a history
of your systems. The reports will also help you
visualize and understand the performance of
devices connected to your system. Some firms
also offer software and firmware management
and reporting so that your system is always
running at peak performance.

4. Help desk and live support
An additional method of managed services is
probably the most common. In this scenario, clients
have access to the AV integrator’s expertise over
the phone for help troubleshooting their systems,
support in setting up videoconferencing, assistance
in initiating meetings and presentations, and more.
Increasingly, these help desks are augmented with
videoconferencing capabilities, which enables your
staff to receive assistance and diagnostics face-to-face
with a live person.
Benefits of managed services
Managed services maximize uptime of technology
resources and ensure that they are available
when you need them. This increases efficiency of
personnel, reducing expenses and overhead. It also
increases productivity by eliminating the frustration
that accompanies malfunctioning systems and
the embarrassment of personnel who are not
fully trained in system operation. You will reduce
wasteful spending and budget more efficiently by
identifying technology utilization and purchasing
only what is needed.
Managed services convert fixed AV and IT costs into
variable costs, allowing you to budget effectively. In
other words, you only pay for what you use when
you need it, which leads to low capital outlay and
predictable monthly costs. In addition, outsourcing
your AV and IT needs reduces your overall labor costs.
In addition, managed services providers monitor
your equipment for updates and patches, so that your
system is always running at peak performance, which
means a longer lifespan, more money for your bottom
line, and a future-proof system.
Organizations that have their technology monitored
and utilize direct access to technicians can have
problems solved and equipment back up and running
quickly with very little downtime, which increases
your speed and effectiveness.
Capacity planning information
Managed services clients are able to realize an added
benefit that they may not even have considered:
Because managed services providers’ tools are
constantly monitoring the performance of the client’s
system, all of that information is captured and
retained as historical data.
Clients have access to this data and can use it to
analyze trends in performance associated with a
specific device or database and to make educated,
informed decisions about future technology needs
as a result.
Managed services versus break-fix mentality
Managed services also represent a philosophical change
in the way in which businesses deal with technology.
Looking back to previous ages of technology,
maintenance only came in the form of break-fix (waiting
until the projector, codec or other critical system devices
failed and then scrambling to fix them).
A break-fix maintenance service fixes problems as
they crop up. This means that something needs to go
wrong before you receive any service, resulting in an
inevitable reduction in system performance while you
wait for the problem to be fixed.
Many companies continue to take the route of break-
fix in order to cut costs and minimize budget. The
problem is that you never know when something
will break and what financial toll it will take on your
company. This inherent risk leads to an unstable
and truly unpredictable budget. Instead of following
this old-school tradition, a business operating with a
managed services provider focuses on the prevention
of these issues before they disrupt employees,
management and/or clients.

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Today, no business can really afford the risk and uncertainty
of relying on a “break-fix maintenance service” because
business is too dependent on having a reliable technology
system. Furthermore, having separate suppliers responsible for
different parts of the system puts you in the difficult position
of trying to decide who should be delivering the service you
require. You simply do not have time for this.
Do managed services cost more than
traditional break-fix services?
Surprisingly, most managed services cost less than traditional
break-fix services, especially when the true cost of downtime is
factored in. Remote monitoring, remote maintenance and the
prevention of major issues allow managed services providers to
be more efficient than similar break-fix companies that must
constantly visit customer sites for reactive maintenance and
emergency resolutions. Therefore, managed services companies
can offer better service without charging more.
Breaking down the benefits
In short, the reason to acquire a managed services agreement
with your technology provider can be summarized in six
simple benefits:
- Increased operational efficiency
- Reduced operating costs
- Cost-effective access to enterprise-level support
- Minimized downtime
- Allows the focus to be on running the business, and not
the technology
- Peace of mind from knowing that the network is
monitored 24/7
Working with a managed services provider
Keeping a strong line of communications with your managed
services provider is the key to success. Ask questions early and
often, such as:
- What kind of infrastructure, applications and other
technologies do they typically support?
- What kind of tools do they use internally for things like
helpdesk and other functions?
- Are their written agreements easy to read?
- How do they respond to different types of
customer requests?
In addition to asking questions, make sure that you
communicate on a regular basis. Keep them in the loop
as appropriate about strategic plans, changes and other
information that could impact the company’s technology
needs. Doing so enables your provider to anticipate and
adapt rather than constantly play catch-up.
Regular communication will minimize potential problems
with your outside technology provider, but keep in
mind that sometimes things will not go perfectly as
planned. If issues do arise, address them immediately with
the provider. Raising issues quickly will often lead to a
positive resolution.
Put in simple terms, one of the biggest benefits of managed
services is discovering and fixing problems before they can
negatively affect your business.
With so many different types of managed services offerings,
the managed services label can be a confusing one. When
considering managed services, think first about your
requirements. These could include:
- How satisfied you are with the level and quality of
support that you have today?
- Where are the gaps, pain points and inefficiencies in the
technology management?
- How do downtime, outages and other problems impact
your business?
With these requirements top of mind, evaluate managed
services solutions that map to your technology, business and
budget requirements and provide a flexible, proactive approach
that can adapt with you as your needs evolve.
Every facility manager has limited budget and bandwidth.
Managed services allow you to focus on your core job,
which improves your efficiency and productivity, and there
is nothing that can replace the time and focus required to
handle technology issues. The benefits are vast, and at the
end of the day, managed services can help you look like the
hero that you are. FMJ
Destiny Heimbecker is the marketing communications
coordinator for Vistacom Inc. Over the past 13 years
she has provided the company with a comprehensive
blend of product marketing, business writing and
design expertise.
Managed services maximize uptime of technology resources.