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 software efficiency. As we proceed to delve deeper into the potential of leveraging ThousandEyes, this weblog will try to supply steering, construction, and finest practices for MSPs to contemplate as they journey by way of 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 response to the survey and evaluation within the 2024 World Traits Report, 40% of IT leaders and professionals consider 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 numerous community domains. Nevertheless, 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, gadgets, functions, and providers.
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 providers that guarantee persistently dependable experiences throughout customers, gadgets, functions, and providers, 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 instances 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 necessary to grasp the licensing elements of ThousandEyes for MSPs trying to combine this highly effective software into their service choices. ThousandEyes licensing is structured round several types 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, superb for monitoring external-facing functions and providers. They devour models primarily based on the quantity and frequency of assessments performed.
- 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 quantity of assessments they carry out.
- Endpoint Brokers: Put in on end-user gadgets, these brokers supply 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 sorts of assessments executed.
ThousandEyes employs a tiered unit consumption mannequin, enabling MSPs to scale their monitoring capabilities based on their shoppers’ wants. Every take a look at sort—equivalent to HTTP server assessments, web page load assessments, transaction assessments, and community assessments—consumes a particular variety of models. The frequency and complexity of those assessments additional affect unit consumption. As an example, extra frequent or advanced assessments will devour extra models.
This tiered method ensures that MSPs can choose the suitable stage of service for his or her shoppers, 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 providers tailor-made to the particular necessities of their clients.
Creating a brand new ThousandEyes managed providers 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 evaluation the method at a excessive stage:
- Assess Present Providers and Buyer Demographics:
- Overview current providers to determine 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 numerous 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 supply progressively extra superior options and help.
- Introduce Service Tokens (Optionally available):
- 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 numerous actions, giving clients a finances 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 fulfill various buyer wants.
Under is an instance of service tiers for a ThousandEyes managed providers providing. Use this as a place to begin and customise the providing primarily based on targets:
- Important Tier: Primary CloudApp availability monitoring, customary synthetics (Net-HTTP & Community-Server), automated notifications of service degradation, and 60-minute testing frequency.
- Benefit Tier: Consists of 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: Consists of 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 providers.
Key concerns within the service providing ought to embrace buyer interplay, scalability, integration with current buyer infrastructure, and sturdy help choices equivalent to a 24/7 assist desk and technical help.
Develop a advertising and marketing and gross sales technique by figuring out and concentrating on particular buyer segments that might profit most from the ThousandEyes managed providers. 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. every other conventional instruments, monitoring capabilities, and/or current service choices.
Lastly, give attention to suggestions and steady enchancment by often amassing and analyzing buyer suggestions to enhance the service. Monitor key efficiency indicators (KPIs) to make sure the service meets buyer expectations, and constantly refine and improve the service primarily based on suggestions and out there metrics.
Seizing the Alternative: Remodeling MSP Service Choices with ThousandEyes for Final result-Based mostly Success
By adopting a structured method, MSPs can efficiently develop and launch a brand new ThousandEyes managed providers providing that aligns with buyer wants and generates further income. Using ThousandEyes is a major step in the direction of embracing digital enterprise assurance, remodeling reactive, infrastructure-based operations into proactive, data-driven providers. Managed observability gives 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 affords, unlocking further worth for patrons and positioning themselves to capitalize on the rising observability market.
Interact your Cisco Account Government or Gross sales Enterprise Improvement Supervisor for a collaborative journey by way of the service creation course of.
Further Assets:
- Go to the Cisco Associate Managed Providers SalesConnect web page for recordings of earlier MS VoE periods
- Take a look at my newest blogs for insights into Managed Providers alternatives for MSPs
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