True Managed Services: Towards a New Service Model

All of us who are closely involved with our clients’ businesses know that their needs are constantly changing. Therefore, Ikusi, as a company specializing in advanced technology services, cannot be content with defining a static service proposal. If our clients’ businesses are dynamic, our service model must be as well.

To develop the new high-level service model, which we call True Managed Services, we rely on observability and AI. This step enhances the managed services strategy, enabling clients to make assertive decisions with the best information.

The Importance of Technology and AI

As technology becomes increasingly important for businesses, they have multiple teams, devices, applications, and sensors that generate real-time information. Observability (the ability to monitor and understand systems’ behavior in real-time, allowing technology professionals to collect data, analyze metrics, and log events to identify and solve problems effectively) provides two types of information for decision-making: proactive or reactive. Proactive information anticipates trends and situations, offering early signals of potential problems. Reactive information analyzes events that have already occurred, identifying causes and developing strategies to prevent recurrence.

This model constantly learns, similar to the continuous improvement model of ISO 9000, but applied to a digital scenario. The model seeks to learn from mistakes and anticipate scenarios using all available information. It can confront the information source with different scenarios using the “what if” technique.

Artificial intelligence plays a dual role here. It fosters a continuous learning environment and enables the generation of dynamic reports by responding to new scenarios in clients’ businesses and meeting the needs of different roles within companies. The information source remains the same, but the response varies depending on who asks and what they ask. AI opens the door to dynamic reports, incorporating new evaluation parameters and providing a more agile and accurate view of the desired situation. This approach enriches the quality of the information we provide to our clients, helping them apply it to their businesses.

True managed services: A Modular and Scalable Model

Another advantage of the True Managed Services model is its modular and scalable nature, allowing clients to grow gradually, from the most basic to the most sophisticated. It deploys in layers, scaling stages according to needs, from sensorization, switching, connectivity, cybersecurity, observability, application, to AI. This model integrates flexibly and naturally with the client’s existing technology. It also allows for effective planning and costing, based on an on-demand adoption and consumption model that ensures services adapt to specific needs at any moment.

Permanent interaction with the client is another key aspect of True Managed Services. Ikusi’s Service Delivery Managers play a crucial role in identifying opportunities, maintaining continuous contact with the client to offer personalized solutions. This approach ensures that the relationship with the client strengthens over time, beyond the initial sale.

Gustavo Valdez,

Managing Director of Ikusi Mexico