The need to bolster business agility, transit from CapEx to OpEx, increase interoperability between systems, and deliver engaging experiences for their customers are driving enterprises towards cloud acceptance in today’s disruptive “as a service” economy. Notably, a Gartner study has found that the worldwide public cloud end-user spending will grow by 18% in 2021.

“The ability to use on-demand, scalable cloud models to achieve cost efficiency and business continuity is providing the impetus for organizations to rapidly accelerate their digital business transformation plans. The increased use of public cloud services has reinforced cloud adoption to be the ‘new normal,’ now more than ever.”

Source: Gartner

Despite the staggering growth in cloud adoption since a few years now, many businesses are not leveraging the full potential of the cloud or are still untouched from the multi-dimensional benefits a robust cloud infrastructure can provide.

In practice, every business has unique workload or data needs, they need to follow security, compliance and locational standards based on their priority and demands.

Also, they may not have the right in-house expertise for deploying and managing cloud-based solutions and to maximize the returns from their cloud investments.

Source: Rightscale 2018 State of the Cloud Report

For a vast majority of companies, the regular management and optimization of IT assets, strengthening of critical infrastructure and functioning of application in their unique environment requires a partnership with a third-party MSP (managed service provider) who will arrange for the necessary tools, training and work practices and maintain the IT environment themselves.

Traditional MSP

Traditional managed services are mostly restricted to limiting changes to the IT environment, and their capabilities include access and change management, security management, continuity management, patch management etc. Most importantly, enterprises have to completely depend on the MSP to introduce fixes and actions, resulting in reduced flexibility and the absence of desired agility.

Traditional MSPs can be helpful for enterprises that lack advanced technical knowledge, but

  1. What if they lack the expertise your business needs to address the dynamic business challenges?
  2. Most importantly, what if they cease to operate?

In today’s highly evolving business environment, enterprises, in order to stay competitive, requires service providers who have advanced skills, deliver steady service assurance, and can drive business agility by allowing them to focus on their core business efforts instead of wasting unaccounted time on the undifferentiated heavy lifting of IT assets.

In practice, they need a trusted advisor and partner who can practically understand an enterprise’s unique business challenges and uses cloud technology to help them navigate these.

Enters Next-gen MSPs with agility and innovation

Next-gen managed services can quickly deploy cloud resources, optimize application performances, and automate productivity to deliver full-cycle services so that businesses can reduce their vendor dependency and leverage on self-service capabilities to provision their IT infrastructure just how they need, according to their business demands.

Next Gen Managed Services

MSPs can become a company’s extended IT team as and when needed, constantly managing and supporting infrastructure needs so businesses can focus on their core activities.

Enterprises that are looking to redefine their offerings by making IT resources constantly available, eliminate costly human errors, reduce total cost of ownership, and improve BAU operations with a higher degree of security, should consider collaborating with a next-gen cloud MSP.

Minfy as a Next-gen managed service Provider 

Proactive monitoring by fixing failures before they manifest as customer issues

Minfy’s proactive solutions anticipate and prevent anomalies and degradations instead of reacting to them. By continually tracking devices, systems, networks and stream of service data, identifying relevant trends and patterns based on gathered intelligence, and automatically suggesting and applying preventive measures, we reduce the stressing need for passively reactive IT services, enabling operations to become more steady, efficient and accurate while defending against issues before they mature into costly customer problems and cause enterprise-wide challenges.

The ability to gain actionable insight in real-time allows us to rapidly detect degradation and failure, with no or partial human intervention while leveraging on AI-powered automation tools.

Auto-assignment and routing of service tickets based on core classifications

Precisely accurate sentiment analysis is the hallmark of Minfy’s Next-gen managed services. It eliminates the need for relying on costly and time-taking methods to decipher customer feedback and instead leverages AI- and ML- backed technologies to drive accuracy and precision; saving time and addressing issues in real-time before they escalate into major issues and customer negative experiences.

Our transformer-based language model classifies text-based on their inherent neutral, positive and negative polarity. By mining text on the grounds of urgency, topic quality, use of language and derivative sentiments, it creates a smart classification system to streamline the entire process. By routing tickets to the appropriate departments, agents, and functions, it makes customer support fast and frictionless.

Auto-segregation of incidental alerts, and service requests

We have seen continued improvement in systems and workflow, by enabling AI for managing event-triggered incidents.  The use of automation refines the act of normalizing and segregating tickets, the assignment of incidents, and requests are streamlined as they reach their relevant buckets on time, and the system automatically alerts the customer for attention whenever needed.

This removed the manual overhead and saved time that was earlier spent to manage high volume, low-value service desk work. The human operator is not entirely eliminated from the process but is now AI-assisted and the freed support capacity now enables them to handle high-value tasks.

As a next-gen MSP, Minfy helps enterprise clients to respond to their dynamic and challenging needs by combining its predictive analytics and cloud potential. The use of statistical analysis algorithms helps us understanding anomalies, the function of AI-based model provides real-time suggestion and insights. By choosing to work with a next-generation MSP like Minfy, businesses can benefit from short deployment time, pass on bottom-line savings to customers, reduce infrastructure overhead while leveraging the positive results that come with the regular release of new and agile cloud service capabilities.

Author: Shashikant Pushpakar

Hands-on marketing & branding professional having 14 years of experience. Loves in no particular order of preference: The human approach in automated emails, startups (where no rule works except passion) and learning (mostly unlearning) digital tools to connect with customers.

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