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 offer steering, construction, and greatest practices for MSPs to contemplate as they journey by means of the method of making or enhancing a service providing round this highly effective device.
Why Digital Expertise Assurance (DXA) Is More and more Essential
The significance of DXA can’t be overstated. In line with the survey and evaluation within the 2024 International Developments 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 varied community domains. Nonetheless, 35% at the moment 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 shoppers’ 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 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 sturdy observability capabilities, equips MSPs with the important instruments to ship a high-quality expertise. It addresses a wide selection of essential 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 enhance general 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 vital to grasp the licensing parts of ThousandEyes for MSPs seeking to combine this highly effective device into their service choices. ThousandEyes licensing is structured round several types of brokers and the consumption related to every. The first license varieties embody Cloud Brokers, Enterprise Brokers, and Endpoint Brokers, every serving distinct monitoring wants.
- Cloud Brokers: These are globally distributed brokers managed by ThousandEyes, very best for monitoring external-facing purposes and companies. They eat items based mostly on the quantity and frequency of checks performed.
- Enterprise Brokers: Deployed inside a corporation’s personal community, these brokers present visibility into inside 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 provide insights into the person 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 sorts of checks executed.
ThousandEyes employs a tiered unit consumption mannequin, enabling MSPs to scale their monitoring capabilities in response to their shoppers’ wants. Every take a look at sort—similar to HTTP server checks, web page load checks, transaction checks, and community checks—consumes a particular variety of items. The frequency and complexity of those checks additional affect unit consumption. For example, extra frequent or advanced checks will eat extra items.
This tiered method ensures that MSPs can choose the suitable degree of service for his or her shoppers, 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 particular 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 Companies and Buyer Demographics:
- Evaluation present 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 classes to combine enhanced capabilities and customer-focused outcomes into the service choices.
- Take into account a “Good-Higher-Finest” method to handle varied market segments.
- Design a Tiered Service Mannequin:
- Develop a tiered service mannequin (e.g. Important, Benefit, Premier) to cater to totally different buyer wants and budgets.
- Every tier ought to provide progressively extra superior options and help.
- Introduce Service Tokens (Elective):
- Implement a service token system for ad-hoc actions, permitting clients to pool or carry ahead tokens for versatile service consumption.
- Tokens can symbolize 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 varied actions, giving clients 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 Accountability Matrix (SRM) for every service tier.
- Undertake greatest practices by clearly defining and scaling the service tiers to fulfill various buyer wants.
Beneath 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 goals:
- Important Tier: Primary CloudApp availability monitoring, commonplace synthetics (Net-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/net 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 concerns within the service providing ought to embody buyer interplay, scalability, integration with present buyer infrastructure, and sturdy help choices similar 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 might 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 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, give attention to suggestions and steady enchancment by often accumulating 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 obtainable 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 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 gives deep insights into person experiences by correlating telemetry knowledge, delivering beneficial enterprise outcomes. By understanding buyer demographics and desired outcomes, MSPs can design options that increase present affords, unlocking further worth for patrons and positioning themselves to capitalize on the rising observability market.
Have interaction your Cisco Account Government or Gross sales Enterprise Growth Supervisor for a collaborative journey by means of the service creation course of.
Extra Assets:
- Go to the Cisco Associate Managed Companies SalesConnect web page for recordings of earlier MS VoE classes
- Take a look at my newest blogs for insights into Managed Companies alternatives for MSPs
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