HCL Technologies, a Managed Service Provider (MSP) with a market leading global footprint in IT services outsourcing, recently selected Moogsoft’s Incident.MOOG. Migrating away from a legacy event manager, HCL plans to modernize their service assurance offerings to large enterprises as they transition to new, highly-dynamic, and software-enabled IT environments. HCL recognizes that it now needs a data-driven approach to incident detection and remediation to keep pace with their customers’ ongoing transition to cloud architectures, Software Defined Infrastructures (SDI), Continuous Delivery and the Internet of Things (IoT) – agile technologies that enable real business innovations.

That being said, HCL is also a visionary and a bellwether amongst MSPs. The organization is aggressively executing to extend its leadership position in this new era of software and cloud. HCL understands that Incident.MOOG’s unique Situation Management approach, which uses machine learning and social collaborative technologies, provides real competitive advantage in terms of enabling better service quality while moving faster at a lower cost.

At a broader level, the disruptive changes that are driving enterprise IT transformation are also impacting business propositions for MSPs. The age-old adage of “lead, follow, or get out of the way,” certainly applies here. Visionary MSPs, like HCL, are seeing cloud as an opportunity –evolving into Enterprise Command Centers (click here to read the article about this) – and are getting ahead of this transformation by switching over to next-generation tools such as Incident.MOOG. On the other hand, the MSPs that view the cloud as a threat, are likely to slowly adopt necessary operational changes within their business.

What’s changing for MSPs?

Let’s take a deeper look at what this means for an MSP’s business propositions. In order to remain competitive, MSPs must adapt their services to meet their customers’ needs as IT environments are transformed. MSPs must ensure that they can provide services that add unique value across hybrid cloud architectures, SDI, IoT, etc. This all equates to three significant changes for MSPs, resulting in:

(1) Moving services further up the application stack – This means taking on more “platform level” services for their enterprise customers. Leading MSPs recognize they must go beyond the management of infrastructure. They must now accommodate managed platform services in order to cater to their customers’ cloud-based needs. In the cloud world, it’s an evolution from IaaS to PaaS.

(2) Playing upon customer’s adoption of cloud technologies – Leading MSP see new services that can add value to this transition. Hybrid cloud implementations are creating new opportunities for MSPs. The advantages for cloud are compelling, but the implementations are complex and the need for management remains high.

(3) Understanding the customer impact of the DevOps movement –DevOps is driving IT teams to move faster and better align with business needs. Leading MSPs are adoptioning DevOps practices themselves – agility, collaboration, open systems – so they are better aligned with their customers.

How to accommodate these changes

With respect to the changes occurring in their everyday business, HCL recognized early on the need to accommodate the transitions listed above. HCL also knew that in order to help their enterprise customers transform their IT environments, they had to aggressively revamp their own.

First, HCL knew they had to apply operational analytics and machine learning techniques to the way they managed customer issues. They needed an automated way to manage Situations, not Events. And they had to reduce the actionable workload of events and alerts that their operations teams had to handle on a daily basis. Again, a Situation-driven approach was the clear way to detect anomalies earlier, getting them resolved, long before customers called to complain.

Second, HCL knew they had to re-imagine their workflow for managing customer issues. Teams needed to work across silos, share data and communications – simply to collaborate more efficiently. They knew they needed an incident management platform that applied new social collaboration technologies to make this happen – not only for HCL personnel, but also for each of their customers.

In short, HCL came to understand the strategic value that a Manager of Managers (MoM) for Service Assurance provides within their overall operational tool architecture, not simply just to streamline problem resolution in their shared-tenant operations, but also to streamline the operational workflow for their largest outsource customers. For HCL, it’s all about delivering better quality service, faster, and at lower cost. HCL found this edge with the innovations delivered by Incident.MOOG, replacing the legacy event manager they previously had in place (from you guessed it… one of the stodgy 3-letter acronym vendors).

The time to change is now…

HCL is just one example of an MSP that Moogsoft’s Situation Management appoach has helped. If you’re an MSP that recognizes the need to move up the application value chain and lead with services that leverage the adoption of cloud environments, then now is the time to learn more about Moogsoft’s Incident.MOOG solution. Contact us today at Info@moogsoft.com to learn more.