MSP model integration and optimisation : A flourishing opportunity for an economic expansion on the French IT managed services market?

Abstract

According Gartner Information Technology Glossary« Managed service provider (MSP) delivers services, such as network, application, infrastructure and security, via ongoing and regular support and active administration on customers’ premises, in their MSP’s data center (hosting), or in a third-party data center. » This innovative providing model is approximately 30 years and is still considered as a new model. In France, MSP market is existing and is working well. Anyway, its growth evolves slower than other countries. In this innovative model, agility in business process is important. When it comes to tools and other solutions and processed used to manage the activity, constant optimisation and integration are possible. This paper provides an eight-step processes on which optimisation and integration process can be based on. Besides, this paper provides insight from three French IT MSPs, one MSP reseller to MSP and one supplier/editor representative. Through interviews, observations and practical case, recommendations are made to support understanding of this model. This research follow a qualitative methodology combined to a positivist approach.