Data-Driven Automation Boosts Managed Service Providers
According to a LogicNow report, 44 percent of IT service providers and managed service providers are already data-driven, with most seeing benefits.Information technology service management specialists are on the cusp of a massive shift toward data-driven automation, according to a LogicNow survey of more than 350 ITSM companies across the United States, the United Kingdom, Europe and Asia Pacific. According to the research, 44 percent of IT service providers and managed service providers (MSPs) are already data-driven—in other words, able to collect, store and act upon performance data drawn from their customers' IT estates. However, automated processes to produce proactive recommendations and reactions based on this data are currently a step too far for all but 8 percent. "I was most surprised by the fact that 21 percent of the early adopters are receiving 100 percent or more ROI on their investment," Dave Sobel, senior director of community and field marketing for LogicNow, told eWEEK. "As a solution provider integrating a new offering, you would expect there to be an investment to grow over time and a significant learning curve. This quick ROI is very encouraging."
The findings also highlight the quantified benefits that those few companies using automation are enjoying, including 38 percent seeing customer servicing capacity at least double, and nearly three-quarters (72 percent) now able to service more complex IT estates.