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 consumer experiences by offering unparalleled visibility into community and software efficiency. As we proceed to delve deeper into the potential of leveraging ThousandEyes, this weblog will try to supply steerage, construction, and finest practices for MSPs to contemplate as they journey via the method of making or enhancing a service providing round this highly effective software.
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 consider that the community can positively impression buyer and worker experiences, thereby advancing digital enterprise initiatives. Moreover, 75% of those leaders plan to deploy instruments inside the subsequent two years that supply end-to-end visibility through a single console throughout varied 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, units, 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 development in the direction of DXA presents a golden alternative for MSPs to face out in a aggressive market. By providing companies that guarantee constantly dependable experiences throughout customers, units, 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 sturdy observability capabilities, equips MSPs with the important instruments to ship a high-quality expertise. It addresses a wide selection of vital use circumstances for contemporary companies, starting from community, and software efficiency monitoring, to consumer 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 enhance total buyer satisfaction. This not solely minimizes downtime and operational disruptions for the shopper, but additionally 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 essential to grasp the licensing elements of ThousandEyes for MSPs seeking to combine this highly effective software into their service choices. ThousandEyes licensing is structured round various kinds 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 items primarily based on the quantity and frequency of assessments carried out.
- Enterprise Brokers: Deployed inside a corporation’s personal community, these brokers present visibility into inside community efficiency and software supply. Unit consumption for Enterprise Brokers is decided by the variety of brokers and the amount of assessments they carry out.
- Endpoint Brokers: Put in on end-user units, these brokers provide insights into the consumer expertise from the endpoint perspective. They’re significantly helpful for monitoring distant workforces and distributed environments. Consumption right here is predicated on the variety of endpoints and the forms of assessments executed.
ThousandEyes employs a tiered unit consumption mannequin, enabling MSPs to scale their monitoring capabilities based on their purchasers’ wants. Every check kind—corresponding to HTTP server assessments, web page load assessments, transaction assessments, and community assessments—consumes a selected variety of items. The frequency and complexity of those assessments additional affect unit consumption. For example, extra frequent or complicated assessments will devour extra items.
This tiered method ensures that MSPs can choose the suitable stage of service for his or her purchasers, whether or not they want fundamental 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 particular necessities of their prospects.
Creating a brand new ThousandEyes managed companies providing includes a number of key steps and issues. To assist MSPs perceive the service creation course of and the associated thought course of, let’s evaluation the method at a excessive stage:
- Assess Present Companies and Buyer Demographics:
- Assessment current companies to establish gaps and alternatives for enhancement with ThousandEyes.
- Perceive the shopper base, together with business 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.
- Take into account a “Good-Higher-Greatest” method to handle varied 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 provide progressively extra superior options and help.
- Introduce Service Tokens (Optionally available):
- Implement a service token system for ad-hoc actions, permitting prospects to pool or carry ahead tokens for versatile service consumption.
- Tokens can characterize a greenback worth or unit of labor and be provided as a part of the month-to-month cost.
- The service catalog ought to specify the amount of tokens required for varied actions, giving prospects a price range 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 Duty Matrix (SRM) for every service tier.
- Undertake finest practices by clearly defining and scaling the service tiers to satisfy 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 primarily based on goals:
- Important Tier: Primary CloudApp availability monitoring, customary synthetics (Internet-HTTP & Community-Server), automated notifications of service degradation, and 60-minute testing frequency.
- Benefit Tier: Contains all Important options, real-user monitoring for one web site/internet app, agent-less deployment, automated anomaly notifications, and advisory help throughout enterprise hours.
- Premier Tier: Contains 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 issues within the service providing ought to embrace buyer interplay, scalability, integration with current buyer infrastructure, and sturdy help choices corresponding to a 24/7 assist desk and technical help.
Develop a advertising and marketing and gross sales technique by figuring out and focusing on particular buyer segments that may profit most from the ThousandEyes managed companies. Clearly articulate the worth proposition of every service tier and acknowledge the necessity to prepare the gross sales workforce 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. another conventional instruments, monitoring capabilities, and/or current service choices.
Lastly, deal with 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 primarily based on suggestions and out there metrics.
Seizing the Alternative: Reworking MSP Service Choices with ThousandEyes for Consequence-Primarily based 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 further 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 supplies deep insights into consumer experiences by correlating telemetry information, delivering useful enterprise outcomes. By understanding buyer demographics and desired outcomes, MSPs can design options that increase current gives, unlocking further worth for patrons and positioning themselves to capitalize on the rising observability market.
Interact your Cisco Account Government or Gross sales Enterprise Growth Supervisor for a collaborative journey via the service creation course of.
Further Sources:
- Go to the Cisco Companion Managed Companies SalesConnect web page for recordings of earlier MS VoE periods
- Take a look at my newest blogs for insights into Managed Companies alternatives for MSPs
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