A new survey from Virtela shows that companies expect more value for price, proactive management and faster response times from the MSPs. The managed network, security and cloud services company surveyed more than 400 IT professionals to uncover the top 10 IT infrastructure priorities for 2011.
Infrastructure management, security, data center consolidation, application acceleration and cloud solutions were identified as the top five IT infrastructure priorities. Four out of five respondents said they want more from their MSPs for what they are paying.
The survey of multinational enterprise gauged their level of satisfaction with their current MSPs in the areas of service offerings, service deliveries, service management and pricing/billing.
"These survey results validate that there is room for all managed service providers to better understand the needs of their customers, improve service delivery and ensure timely communication when issues surface," said B.V. Jagadeesh, CEO of Virtela. "Virtela is especially keen to listen to and meet the growing needs of multinational companies, which is why we undertake this survey annually and ensure our investments continue to align with their priorities. We are committed to delivering innovative services in a timely and flexible fashion that consistently raise the industry bar on customer satisfaction."
In terms of service flexibility and expertise, survey respondents indicated they are seeking solutions that are better designed to fit their unique needs, delivered with more flexibility and personalization and with a higher level of technical and design expertise. IT decision makers are also seeking timely communication of status and issues, faster installation intervals and quicker service implementation times.
Other areas of concern for multinational corporations include proactive notification of issues and better response times, as well as improvement of mean time to repair rates. Participants also noted they are seeking more value for the price of managed services, as well as receipt of pricing quotes in a timelier manner and in an easier to understand format.
Virtela will present the survey findings in a Webinar on Feb. 24, featuring Brownlee Thomas, Ph.D., an analyst with Forrester Research.
Edited by
Janice McDuffee
