Introduction Managed Service Providers (MSPs) face the ongoing challenge of identifying and prioritizing their services to maximize value. As MSPs develop referral networks and channel programs, it becomes crucial to evaluate which services should be outsourced and which should be managed internally. This article explores the importance of Network Operation Centers (NOCs) in MSP operations, the risks of neglecting NOC development, and the benefits of collaboration among MSPs to enhance service delivery.
Evaluating Services
As MSPs develop referral networks and full-fledged channel programs, it is crucial to continually assess which services are most valuable. MSPs must determine which services should be outsourced and which should be performed internally. Essentially, MSPs need to undergo the same evaluation process their customers use when deciding whether to outsource.
The Role of Network Operation Centers (NOCs)
One of the primary tools used by MSPs is the Network Operation Center (NOC). NOCs are essential for providing a range of services, from basic help desk support to more involved monitoring and management functions. Outsourcing your NOC and help desk should only be done under the right circumstances. For example, smaller MSPs often need after-hours or weekend/holiday support for their NOC but cannot provide it themselves. In such cases, partnering with another MSP that has the necessary capabilities can be a good solution. For startup MSPs without the resources to construct a NOC, partnering can be an effective way to ramp up.
The Essence of Being an MSP
However, it is an entirely different situation to plan never to have a NOC or help desk. These capabilities are the very essence of being an MSP. Failing to develop your own monitoring, management, and help desk capabilities raises questions about your real purpose and value to your customers. The NOC is the service delivery engine for your MSP practice.
The Mistake of Not Building a NOC
Too often, I see other MSPs encouraging smaller MSPs not to build a NOC. Yes, it involves resources, but it is critical to your company's service delivery capability. Outsourcing this function needlessly is a big mistake.
