Managed Services - How Managed Services Can Help IT Departments Deliver Greater Value and Flexibility

Some organisations look towards outsourcing to assist them in achieving their business objectives, and some prefer to retain the delivery of IT services in-house. However, Butler Group is seeing an increasing number of organisations not only using outsourcing to complement the services they are delivering in-house, but also implementing a multi-sourced model – that is, having a number of different providers deliver various aspects of IT requirements.

The Managed Services model should enable effective MSPs to maximise the efficiency and quality of their offerings, due to their narrow focus on an area that can be improved iteratively. Along with the economies that can be derived from operating on a larger scale, Managed Services should be available at a lower cost than the customer organisation could achieve itself, thereby increasing value for the customer organisation.

However, it is not all a bed of roses, and undertaking the use of Managed Services can constitute a risk to an organisation. This is because it can create a dependency on skills from outside the organisation, and thus the extent of this risk should be quantified. If core, value-adding business processes and applications are outsourced to a MSP, the consequential loss of control over available resource levels (if they are not guaranteed) could result in a loss of organisational flexibility.

Report Highlights

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Section 1: Management Summary 9
1.1 Management Summary 11
Section 2: The Universe of Managed Services 17
2.1 Report Description and Objectives 19
2.2 Introduction 20
2.3 Managed Services Offerings 23
2.4 The Business Case 28
2.5 The Offshore Perspective 32
2.6 Technology Transformation 38
Section 3: Functionality Considerations 41
3.1 Desktop Management 43
3.2 Server Management 47
3.3 Network Management 49
3.4 Security Management 52
3.5 Application Management 57
3.6 Storage Management 63
3.7 Mobile Management 66
Section 4: Decision and Selection 71
4.1 The Right Choice? 73
4.2 Procurement 78
4.3 Vendor and Contract Management 85
Section 5: Markets 91
5.1 Current Market Analysis 93
5.2 Individual Markets 97
5.3 Futures 112
Section 6: Vendors 115
6.1 Vendor Profiles 117
Accenture 117
Anite Group plc 118
Articon-Integralis 119
AT&T 119
Atos Origin 120
BT Group plc 121
Cable and Wireless plc 122
Capgemini 122
Cognito 123
Cognizant Technology Solutions Corporation 124
COLT Telecom Group plc 124
Computacenter plc 125
Computer Sciences Corporation (CSC) 126
Cybertrust 126
Dimension Data 127
Electronic Data Services (EDS) Corporation 127
EMC Corporation 128
Fujitsu Limited 129
Getronics NV 129
GlassHouse Technologies 130
GXS 131
HCL Technologies 131
HP Services 132
IBM Global Services 133
Infosys Technologies Limited 133
InTechnology Plc 134
Iomega Corporation 135
Kingston Communications Plc 136
LogicaCMG plc 137
Logicalis Group 137
MessageLabs Group 138
NetStore Plc 139
Perot Systems Corporation 139
Phoenix IT Services 140
Siemens IT Solutions and Services 140
Salesforce.com 141
ScanSafe Limited 141
SCC 142
Steria SA 143
SunGard Data Systems 143
Symantec Corporation 144
Tata Consultancy Services (TCS) 145
THUS Group plc 145
Unisys Corporation 146
Vanco plc 146
Vistorm Ltd. 147
Wipro Technologies 147
Xansa 148
6.2 Vendor Matrix 149
Section 7: Glossary 153
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