I think that the desktop has been a major thorn in the side of many managed service providers for a number of years. This is not to say that MSPs haven't been managing the desktop; they have an for a long time. However, few MSPs have been effectively managing the desktop in such a way that are a) efficient, and b) profitable. I'll explain.
The dekstop has long been a device that really accentuates the relationship between the MSP and the customer. Desktops that crash, documents won't print, applications won't run, and malware needing removal, are just a few of the "in your face" ways the desktop highlights how well the MSP is doing their job. Problems in the network will generally manifest themselves in some small way through the desktop. When the MSP remediates, the customer sees that as a direct benefit of the managed services relationship.
There is one small problem, though. Many MSPs I have evaluated seem to lose a considerable amount of margin on managed desktops, either by not charging enough or, more commonly, by having inefficient processes and ill defined SLAs. Today, however, there are a number of unique ways MSPs can bring the desktop experience back and make money while doing it. Here's how.
Desktop as a Service
DaaS typically incorporates common desktop updates, patching, antivirus, and other maintenance features along with some form of hardware and software leasing option. Think of it as desktop management coupled with HaaS. Many MSPs are delivering this type of desktop option, including some of the larger MSPs/VARs like Dell.
Advantages: This DaaS model combines both an efficient desktop environment for the user, with corresponding data backup options, along with a HaaS model that can bring fiscal planning benefits to the organization, complete with hardware lifecycle management.
Desktop Virtualization or VDI
More commonly VDI is the running of a desktop instance on a remote server (or cloud, for those of you who do not remember thin client business models), allowing the user to run a virtualized desktop experience on many different types of devices, even those that would not normally be able to run a full desktop environment.
Advantages: Improved user experience, lower downtime, data backup options, and greater efficiencies for the MSP.
There are other models out there but they tend to be variations on the above mentioned models. The point is, for those MSPs who have traditionally struggled with desktop management offerings, MSPs need to have a desktop solution, especially those at the SMB level. To avoid the desktop, or to simply get along with an inefficient desktop process is not acceptable.
MSPs today have many options (virtualization technology being at the root of all of them) to deploy and manage desktop solutions to their customers.
