According to the research, 44 percent of IT service providers and MSPs are already “data-driven” i.e. able to collect, store and act upon performance data drawn from their customers’ IT estates. However, automated processes to produce proactive recommendations and reactions based on this data are currently a step too far for all but eight percent. The findings also highlight the quantified benefits that those few companies that are using automation are enjoying, including 38 percent seeing client servicing capacity at least double; 72 percent now able to service more complex IT estates; and 21 percent able to identify 100 percent or more ROI from automation.
Key findings from the new LOGICnow research include:
- 54 percent of IT service providers collect and store data on customers’ IT performance, 81 percent of whom are able to use the data to proactively improve service delivery.
- Yet only eight percent have put in place automated processes for transforming data into actionable recommendations.
- 21 percent of these early adopters have enjoyed 100 percent ROI or more; within two years, those experiencing 100 percent or more ROI is expected to rise to 47 percent.
Of those who have not yet deployed data-driven automation strategies (the 92 percent majority):
- Almost 75 percent believe that doing so will enable them to deliver a range of new services, while 49 percent believe that it is a route to offer more sophisticated services and win more business.
- 85 percent believe it will give them a competitive advantage, and 52 percent actively fear they will lose out to more advanced competition if they do not adopt automation.
- Six percent believe either late or no adoption will lead to them going out of business within two years.
“The need to collect and query customers’ IT performance data delivers a proven competitive advantage, regardless of the MSP’s size. Armed with this data, IT service providers have the power to investigate trends, pre-empt threats and deliver more thorough and proactive services,” said Alistair Forbes, Managing Director, SolarWinds MSP (former General Manager, LOGICnow). “However, the most powerful benefits of data use stem from automating the actions and recommendations, empowering engineers to escape routine tasks and focus on value-adding services. Every day that service providers spend not doing this enables their competition to surge further ahead. The industry is predicting a major shift: that data-driven automation will be the norm in less than two years. Considering the progress made so far and the benefits already seen, it is hard to disagree.”
