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MSP, or Bride-To-Be? By @MJannery | @CloudExpo #SDN

For many MSPs, managing the outsourcing demands of their customers can result in a complicated relationship

Let me explain by example.

I was in South Africa visiting a large MSP. They were using Entuity to manage about 250 customers, and using a legacy framework vendor to manage 1: a German highway toll system company.  When they gave me a tour of the data center, they apologized that one of the two "big screens" in the NOC was showing the other vendor’s UI, rather than both having Entuity. But they had to keep an eye on the German customer's network too.

I suggested that when a client decides to outsource to an MSP, it is a little like marriage.  After you say "I do", that is the last decision you get to make.  When a customer decides to outsource their management because it wasn't economically viable, why should they think that it will be any more viable for the MSP if they use the same tools and do the same things?  The MSP has the right and business need to determine how they will deliver the service. The customer will only judge whether the service was delivered.

I guess my comments rang home, because the next time I visited them, they proudly showed me two Entuity screens in the NOC, and told me that the German customer was now managed by Entuity!

Oh, and by the way, they had had two full time people running the framework vendor’s product to manage that customer, but only one person – part time – managing the other 250 customers with Entuity.

By taking a stand, this MSP helped themselves and helped their customer by giving them better network monitoring. May they live happily ever after.

More Stories By Michael Jannery

Michael Jannery is CEO of Entuity. He is responsible for setting the overall corporate strategy, vision, and direction for the company. He brings more than 30 years of experience to Entuity with 25 years in executive management.

Prior to Entuity, he was Vice President of Marketing for Proficiency, where he established the company as the thought, technology, and market leader in a new product lifecycle management (PLM) sub-market. Earlier, Michael held VP of Marketing positions at Gradient Technologies, where he established them as a market leader in the Internet security sector, and Cayenne Software, a leader in the software and database modeling market. He began his career in engineering.

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