A particular shout-out and thanks to Russ Atkin for his thought management and invaluable insights on the service creation course of, which impressed the writing of this weblog.
In my earlier weblog, I explored how Cisco ThousandEyes empowers Managed Service Suppliers (MSPs) to ship excellent shopper experiences by offering unparalleled visibility into community and utility efficiency. As we proceed to delve deeper into the potential of leveraging ThousandEyes, this weblog will try to supply steering, construction, and greatest practices for MSPs to contemplate as they journey by the method of making or enhancing a service providing round this highly effective instrument.
Why Digital Expertise Assurance (DXA) Is More and more Essential
The significance of DXA can’t be overstated. In accordance with the survey and evaluation within the 2024 International Tendencies Report, 40% of IT leaders and professionals imagine that the community can positively influence buyer and worker experiences, thereby advancing digital enterprise initiatives. Moreover, 75% of those leaders plan to deploy instruments throughout the subsequent two years that provide end-to-end visibility by way of a single console throughout numerous community domains. Nonetheless, 35% at present lack visibility into full community paths, together with web and cloud networks, and solely 39% have both restricted visibility or full visibility utilizing a number of consoles into digital experiences between customers, gadgets, purposes, and companies.
This hole in visibility and the rising complexity of community environments underscore the escalating want for complete DXA options. By addressing these challenges, MSPs can place themselves as indispensable companions of their purchasers’ digital transformation journeys.
The Alternative for MSPs
The pattern in the direction of DXA presents a golden alternative for MSPs to face out in a aggressive market. By providing companies that guarantee persistently dependable experiences throughout customers, gadgets, purposes, and companies, MSPs can differentiate themselves. With 38% of respondents anticipating their digital expertise assurance to be AI-enabled sooner or later, there’s a clear demand for superior, clever options.
ThousandEyes, with its strong observability capabilities, equips MSPs with the important instruments to ship a high-quality expertise. It addresses a big selection of important use circumstances for contemporary companies, starting from community, and utility efficiency monitoring, to person expertise, and safety compliance monitoring. By leveraging ThousandEyes’ end-to-end visibility and complete efficiency insights, MSPs can proactively resolve points, optimize community efficiency, and improve general buyer satisfaction. This not solely minimizes downtime and operational disruptions for the shopper, but in addition positions the MSP as leaders in delivering superior digital experiences.
ThousandEyes Licensing Mannequin
To set the stage for the service creation course of, it’s necessary to grasp the licensing elements of ThousandEyes for MSPs trying to combine this highly effective instrument into their service choices. ThousandEyes licensing is structured round several types of brokers and the consumption related to every. The first license sorts embrace Cloud Brokers, Enterprise Brokers, and Endpoint Brokers, every serving distinct monitoring wants.
- Cloud Brokers: These are globally distributed brokers managed by ThousandEyes, preferrred for monitoring external-facing purposes and companies. They devour models based mostly on the quantity and frequency of checks carried out.
- Enterprise Brokers: Deployed inside a company’s personal community, these brokers present visibility into inner community efficiency and utility supply. Unit consumption for Enterprise Brokers is decided by the variety of brokers and the quantity of checks they carry out.
- Endpoint Brokers: Put in on end-user gadgets, these brokers supply insights into the person expertise from the endpoint perspective. They’re significantly helpful for monitoring distant workforces and distributed environments. Consumption right here relies on the variety of endpoints and the forms of checks executed.
ThousandEyes employs a tiered unit consumption mannequin, enabling MSPs to scale their monitoring capabilities based on their purchasers’ wants. Every take a look at kind—equivalent to HTTP server checks, web page load checks, transaction checks, and community checks—consumes a particular variety of models. The frequency and complexity of those checks additional affect unit consumption. As an illustration, extra frequent or complicated checks will devour extra models.
This tiered method ensures that MSPs can choose the suitable degree of service for his or her purchasers, whether or not they want primary monitoring or complete, enterprise-grade options. By understanding and leveraging this versatile licensing construction, MSPs can successfully handle prices, customise their service providing, whereas delivering high-value companies tailor-made to the precise necessities of their clients.
Creating a brand new ThousandEyes managed companies providing entails a number of key steps and concerns. To assist MSPs perceive the service creation course of and the associated thought course of, let’s assessment the method at a excessive degree:
- Assess Present Providers and Buyer Demographics:
- Evaluate present companies to determine gaps and alternatives for enhancement with ThousandEyes.
- Perceive the shopper base, together with trade challenges, service combine, and goal buyer profiles.
- Brainstorm/Ideation of Enhanced Capabilities:
- Conduct brainstorming periods to combine enhanced capabilities and customer-focused outcomes into the service choices.
- Contemplate a “Good-Higher-Finest” method to deal with numerous market segments.
- Design a Tiered Service Mannequin:
- Develop a tiered service mannequin (e.g. Important, Benefit, Premier) to cater to completely different buyer wants and budgets.
- Every tier ought to supply progressively extra superior options and help.
- Introduce Service Tokens (Optionally available):
- Implement a service token system for ad-hoc actions, permitting clients to pool or carry ahead tokens for versatile service consumption.
- Tokens can characterize a greenback worth or unit of labor and be supplied as a part of the month-to-month cost.
- The service catalog ought to specify the amount of tokens required for numerous actions, giving clients a finances for ad-hoc duties with out the necessity for buy orders or requisitions.
- This method can streamline service supply and improve buyer comfort.
- Develop a Enterprise Case:
- Create a complete enterprise case, together with a Service Accountability Matrix (SRM) for every service tier.
- Undertake greatest practices by clearly defining and scaling the service tiers to fulfill various buyer wants.
Under is an instance of service tiers for a ThousandEyes managed companies providing. Use this as a place to begin and customise the providing based mostly on targets:
- Important Tier: Fundamental CloudApp availability monitoring, customary synthetics (Internet-HTTP & Community-Server), automated notifications of service degradation, and 60-minute testing frequency.
- Benefit Tier: Consists of all Important options, real-user monitoring for one web site/net app, agent-less deployment, automated anomaly notifications, and advisory help throughout enterprise hours.
- Premier Tier: Consists of all Benefit options, customized app monitoring with common well being checks, enhanced help and root trigger identification, full workflow instrumentation, and dependency observability for third-party companies.
Key concerns within the service providing ought to embrace buyer interplay, scalability, integration with present buyer infrastructure, and strong help choices equivalent to a 24/7 assist desk and technical help.
Develop a advertising and marketing and gross sales technique by figuring out and concentrating on particular buyer segments that will profit most from the ThousandEyes managed companies. Clearly articulate the worth proposition of every service tier and acknowledge the necessity to practice the gross sales group on the options and advantages of the brand new service providing, enabling them to grasp the important thing variations between the brand new service providing vs. some other conventional instruments, monitoring capabilities, and/or present service choices.
Lastly, concentrate on suggestions and steady enchancment by commonly gathering and analyzing buyer suggestions to enhance the service. Monitor key efficiency indicators (KPIs) to make sure the service meets buyer expectations, and repeatedly refine and improve the service based mostly on suggestions and accessible metrics.
Seizing the Alternative: Remodeling MSP Service Choices with ThousandEyes for Consequence-Based mostly Success
By adopting a structured method, MSPs can efficiently develop and launch a brand new ThousandEyes managed companies providing that aligns with buyer wants and generates extra income. Using ThousandEyes is a big step in the direction of embracing digital enterprise assurance, remodeling reactive, infrastructure-based operations into proactive, data-driven companies. Managed observability offers deep insights into person experiences by correlating telemetry information, delivering worthwhile enterprise outcomes. By understanding buyer demographics and desired outcomes, MSPs can design options that increase present affords, unlocking extra worth for patrons and positioning themselves to capitalize on the rising observability market.
Interact your Cisco Account Govt or Gross sales Enterprise Improvement Supervisor for a collaborative journey by the service creation course of.
Further Assets:
- Go to the Cisco Associate Managed Providers SalesConnect web page for recordings of earlier MS VoE periods
- Take a look at my newest blogs for insights into Managed Providers alternatives for MSPs
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