Holding Managed Services Providers (MSPs) Accountable to a BPO-Based Standard (Part 1) [Plus+]

Observing the broader procurement BPO market in recent years, we’ve seen a number of trends emerge among the leaders in the industry. When it comes to the world of managed services providers (MSPs), however, few firms, if any, mirror these trends, at least not consistently. Part of the reason for this is that many MSPs have long-standing relationships with their clients, often owning to the history of their staffing firm-based parent company. (Many MSPs work in either a stated vendor-neutral or non-vendor neutral manner, even if they are part of a staffing firm’s based P&L, indirectly or directly.)

From a foundational perspective, MSPs provide a number of core services that we explore in the report “The Managed Services Connection— The Evolving Roles of MSPs in Services Procurement.” In this analysis, we suggest that on the most fundamental level, all MSPs should provide transactional management in the area of contracted services (or outcomes), including the area of cost reduction.

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