Last time we discussed the characteristics of the four business models in our continuing discussion:
1. Resellers/System Builders
2. Break-Fix Services Providers
3. Professional Services Providers
4. Managed Services Providers
Now let’s discuss the deliverables of each of these service delivery models.
In addition to selling hardware and systems, the deliverables of a reseller/system builder may include providing remote, onsite and bench support to troubleshoot, remediate or replace faulty hardware components for warranted equipment.
The reseller/system builder’s duties include building and configuring equipment to customer specifications and conducting RMA activities and inventory management to insure appropriate levels of replacement parts and hardware components are maintained to service hardware failures for their customers.
Break-Fix Service Providers
The deliverables of a break-fix services provider may include providing remote, onsite and bench support to troubleshoot and remediate hardware, software, service and user issues impacting their proper function and operations.
The break-fix services provider’s duties may include quoting, ordering and implementing hardware and software solutions to meet their customers’ needs, and they may blend professional services with their existing deliverables. The provider may also be prone to involvement with the customer’s vendors from time to time. In this relationship, the customer generally manages their vendors, with the provider themselves grouped into that category.
Professional Service Providers
The deliverables of a professional services provider really know no bounds, as they can specialize in so many different technologies and solutions, be they vertical-specific or otherwise. Because of the fact that the provider is solution-oriented and strives to improve I.T. processes and services to their customers while measuring project and program outcomes, their deliverables are sought after by both technology-strategic customers, as well as technology-dependent verticals and customers.
The professional services provider’s duties include handling the complete lifecycle of a project; from initial assessment to final acceptance, including ordering, managing, implementing, assessing and reporting on each aspect of service and project delivery.
Managed Services Providers
Much like the professional services delivery model, the deliverables of a managed services provider can include supporting just about any technology, be it vertical-specific or otherwise. Because of the fact that the managed services provider as the trusted advisor is focused on not only service but business outcomes, and strives to improve business processes and services to their customers by creating and managing synergies across business units, and bringing to bear not only technical, but also business acumen to achieve these goals, their deliverables are in high demand by both technology-strategic customers, as well as technology-dependent verticals and customers.
The managed services provider’s duties include assuming responsibility for and managing their customers’ I.T. infrastructure environments as documented in their managed services agreements.
Next time: the tools and technology used in the 4 business models.