Our flexible Enhanced Service Management proposition allows us to work in two important organisational models: “Managed Staffing” (also called "Staff Augmentation") and “Managed Services”. Traditionally, companies have a tendency to begin with the Staff Augmentation model, since it is easier to implement. Usually they then start experimenting with the Managed Service Model, because it is clearly the way to reduce costs.
Our controlled Staff Augmentation model is based on accurate resource forecasting. The existing customer staff is constantly evaluated against the future needs, and the necessary additional skills are determined and provided by us, based on a pre-defined SLA. The resources are provided from our pool of experienced consultants in response to the customer's requests.
We can see several advantages to this model:
- The customer organization retains the ability to control its internal & external resources in-house.
- It is a simple, relatively quick and effective means for addressing support deficiencies.
- Compared to the managed service model, Staff Augmentation doesn't typically meet with high internal resistance.
- It doesn't require the organization to create large contract structures, including strict SLA's.
- It is relatively low-risk.
However, sometimes the advantages are offset by the problems inherent to that mode of operation:
- Economies of scale benefits are relatively low.
- Training periods for new employees are often long.
- It can be difficult for the organization to manage attrition.
In this model, the day-to-day management responsibilities of the service operations are outsourced to us. After a transition period, the services are offered within a well-defined scope and SLA for a fixed monthly fee. This is typically the mode of choice for maintenance activities and production support, because it permits more consistent budgeting together with high service levels, even for mid-size enterprises.
The following advantages of managed service are well known:
- Predictable IT support costs.
- Economies of scale allow the supplier to provide at a lower cost than the client organization could in-house (since the client shares costs with the supplier's other customers).
- It is the supplier's responsibility to maintain a pool of employees with the required skills and expertise.
- The client organization's liability is reduced.
- Off-site or near-shore modes are possible.
Of course, the Managed Services model may have its disadvantages too. In general, it can only be recommended for companies with a high level of service maturity and a sufficient and stable service demand.
We strive to enhance the communication and raise the trust between parties as much as possible, thus enabling a swift and satisfactory resolution of eventual problems.
Our Enhanced Service Management proposition has been specially designed to make Managed Services a great success.