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Managed Services is a term that can mean many things to many different people. Some uses of the term managed services do not have any hint of technology at all. The term managed services, as used in the technology industry, has a precise meaning particularly for those companies who call themselves Managed Service Providers (or MSPs).

Remote Monitoring & Management platforms (RMM) allow managed service providers to perform necessary and important IT management tasks even though the objects under management may not be physically in the presence of the MSP. Because many MSPs employ a “one-to-many” business model, physically going to each device in order to work on (or observe) it becomes problematic, not to mention expensive and challenging to scale. RMM technologies enable the MSP to remotely perform IT management tasks from a computer screen and an Internet connection. In many scenarios, the RMM technology is located within the NOC, where the MSP also handles help desk related issues for their customers. The RMM technology often works in conjunction with other MSP enabling technologies. Whether it is a help desk or trouble ticketing solution, a CRM, a security consoleIn some cases, RMM technologies can also work in conjunction with other tools to allow “out of band” access to objects, meaning that the same remote access can exist even if the object may be offline or non-functional. RMM tools used to be very costly during the 1990s but became much more simple to use and less expensive, thereby allowing many IT service companies to enter the managed services profession. RMM tools enabled MSPs to stop sending technicians on site to customers and instead made it possible for MSPs to observe and work on many remote devices all at the same time.

While the term MSP may be somewhat generic these days, there are many types of MSPs who deliver specific services or manage specific types of customers. Some of the more common types of solutions include security, storage, desktop, server, hosting, applications, and mobile device management. These specialities can be delivered to any type of customer. Today, cyber security is spreading throughout the global managed services community as customers from all geographies and vertical markets are struggling to stay ahead of cyber threats.