A technology partnership has been launched that claims to offer IT Service Managers and Managed Service Providers (MSPs) the ability to prove the return on investment of their services.
ICCM Solutions and Mutiny have joined forces to combine ICCM's e-Service Desk with Mutiny's network management technology. The technology enables the health of an IT system to be monitored efficiently and timely with automated alerts into e-Service Desk, rather than depending on variable, inefficient manual monitoring. This not only means that monitoring and reporting is more reliable, but also enables MSPs and IT service teams to focus on core activities.
e-Service Desk also allows MSPs to put all of their clients' technical, contractual and asset inventory information within easy reach for the customer, for complete transparency in managed services delivery.
Jason Gardiner, ICCM's Technical Director explains, "This new partnership will allow MSPs and IT Service Managers to combine the service desk and network management functions; providing a comprehensive live view of, and reporting capability for, an IT estate. In turn, they can continually demonstrate improvements in productivity and return on investment.
"Business leaders take a huge leap of faith in selecting an MSP putting such a fundamental business function in the hands of third party. So MSPs need to be able to prove their worth in measurable terms.
"Equally, IT Service Managers need to be visible and demonstrate the value of the IT service team to the rest of the organisation. A key outcome of the partnership is that it will enable usually reactive IT departments to become proactive: consistent and reliable monitoring means that a potential problem is highlighted when it is only at warning level. This means the problem can be resolved before it becomes a critical level issue."
Dr Andy Murray, CTO at Mutiny adds, "The ability for the service desk to monitor and report network performance is a significant business benefit. It's all about demonstrating they are cutting out quality-of-service problems before they happen. This is precisely what our partnership will mean for MSPs and IT Service Managers alike."