Why partner with a managed service provider for enterprise service management
March 11, 2025 / Nitya Mudaliar
Short on time? Read the key takeaways:
- MSPs help organizations shift from technical troubleshooting to value creation by balancing standard platform capabilities with smart configuration and customization.
- Successful MSP partnerships combine strategic consulting with technical implementation, helping organizations optimize processes, plan integrations, and manage change across departments.
- Modern service management extends beyond basic support to include intelligent automation, predictive analytics, and AI-enhanced routing – tools that improve response times and user satisfaction.
- When evaluating MSPs, organizations should look beyond technical certifications to find partners who understand industry-specific challenges and demonstrate a commitment to continuous improvement and sustainable solutions.
When organizations implement service management effectively, operational efficiency rises while costs and team frustrations fall.
Service and operations teams spend less time wrestling with technical issues and more time driving business value. Service management platforms, like ServiceNow, help standardize processes, automate routine tasks, and create smoother experiences for everyone who needs technical, process and business support.
Let's explore why managed service providers play such a crucial role in achieving these outcomes.
Understanding the MSP advantage
Managed service providers specialize in balancing standard platform capabilities with thoughtful configuration and customization. They create seamless experiences by analyzing how teams actually work, not just how systems are supposed to work. This holistic approach means organizations can standardize common processes while preserving flexibility for unique business requirements.
Success often depends on careful resource planning. MSPs help organizations avoid common pitfalls like overbuying licenses or creating overly complex solutions. They assess current needs while planning for future growth, ensuring sustainable value from technology investments.
For example, when Air France partnered with Unisys, it transformed its technical support model. Staff now use tech cafés and mobile support to solve IT challenges quickly, letting them concentrate on serving passengers and improving customer satisfaction. This shift from technical troubleshooting to value creation shows how the right MSP partnership can elevate service delivery.
The consulting component
Strong MSP partnerships extend far beyond technical implementation. For example, Unisys consulting teams analyze existing processes to spot optimization opportunities that technical teams might miss. They map out integration strategies that connect departments and systems, creating cohesive workflows instead of isolated solutions.
These consultants bring valuable experience from multiple implementations. They understand how different industries approach similar challenges and can recommend proven solutions. This knowledge helps organizations avoid common mistakes and adopt practices that work in their specific context.
Change management and adoption planning prove especially valuable. MSPs help organizations prepare teams for new ways of working, reducing resistance and accelerating the benefits of improved processes. They create training approaches that match different learning styles and work patterns.
Building for adaptability
Service management needs evolve as organizations grow and change. Forward-thinking MSPs help clients build flexible solutions that adapt to new requirements without requiring complete rebuilds. They establish governance frameworks that balance innovation with stability, ensuring systems can grow without becoming unwieldy.
Resource optimization becomes increasingly important over time. MSPs help organizations track usage patterns and identify opportunities for improvement. They recommend adjustments to licenses, configurations, and processes that maintain performance while controlling costs.
Modern service management opportunities
Today's platforms offer sophisticated capabilities that extend well beyond basic ticketing and support. Intelligent automation can handle routine tasks, freeing staff for more complex work. Predictive analytics help organizations spot potential issues before they impact users.
Cross-department integration creates smooth experiences for users and service teams alike. Modern knowledge management and self-service tools reduce support burdens while improving user satisfaction. AI-enhanced routing ensures requests reach the right teams quickly, improving response times and first-time resolution rates.
Evaluating MSP partnerships
Choosing the right MSP requires looking beyond technical certifications. Strong candidates demonstrate deep platform expertise while maintaining a focus on business outcomes. They share examples of how they've helped similar organizations succeed, including specific metrics and lessons learned.
Industry experience proves particularly valuable, as different sectors face unique regulatory and operational challenges. The best MSPs understand these nuances and adapt their approaches accordingly. They offer flexible engagement models that match different organizational needs and maturity levels.
Look for MSPs who emphasize optimization and continuous improvement. Strong partners help prevent technical debt through careful planning and regular reviews. They balance quick wins with long-term sustainability, ensuring solutions deliver lasting value.
The right MSP ultimately serves as a strategic partner in service management success. They help translate technical capabilities into practical business improvements while preventing common pitfalls like overcomplicated solutions or underutilized features. This combination of technical expertise and business acumen helps organizations create service management approaches that truly support their goals.
Creating lasting success
The right MSP serves as a strategic partner in service management success. For example, Unisys' work with ServiceNow implementations demonstrates how technical expertise combined with business acumen helps organizations create service management approaches that truly support their goals. They maintain this balance by preventing common pitfalls like overcomplicated solutions or underutilized features while helping organizations adapt to changing business needs.
Consider your organization's specific needs and growth plans when selecting an MSP. The goal isn't just to implement a platform – it's to create sustainable improvements in how your organization delivers and manages services. With the right partner, enterprise service management becomes a catalyst for better business outcomes, improved employee satisfaction, and enhanced customer experiences.
Learn how you organization can shift from managing technical challenges to driving strategic business value with Unisys.
