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IDG Connect Says UK Firms Are Turning to Managed Services for Better Customer Experience

New research by IDG Connect finds that UK organisations are deploying managed services in order to improve IT delivery.

An overwhelming majority (63%) of over 200 IT decision makers responding to a survey conducted on behalf of data centre facilities provider TelecityGroup said they were tapping managed services to improve the experience of both internal and external customers. Risk mitigation was another important driver in favour of managed services.

Respondents also said they are seeing fast results from their managed service deployments with 75% saying they achieve their desired outcomes inside 12 months.

When asked which managed services they were running, answers came from across the gamut of IT operations, led by IT support services (65%), internet security services (60%), private cloud (57%), network services (57%) and data backup and archiving (55%).

However, although managed services might be expected to continue growing in importance as more companies are attracted by third-party expertise and an ability focus on business services and innovation, over half of respondents (51%) continue to manage IT on their premises.

Other key findings:

  • Quality of operations and infrastructure together with reputation as a trusted partner were leading criteria for selecting a managed service provider
  • The CIO and/or CTO are still involved in most decisions to use a managed services provider but the chief financial officer and/or chief operations officer plays a part 31% of the time

Bob Johnson, IDG Connect principal analyst, said: “Managed services is now more in play than ever before. Organisations speed the delivery of an enhanced customer experience and often see increased Internet security.”

The full report is available here .

IDG Connect is the demand generation division of International Data Group (IDG), the world’s largest technology media company. Established in 2005, it utilises access to 38 million business decision makers’ details to unite technology marketers with relevant targets from any country in the world. Committed to engaging a disparate global IT audience with truly localised messaging, IDG Connect also publishes market specific thought leadership papers on behalf of its clients, and produces research for B2B marketers worldwide.


Over 60% of UK firms are turning to managed services for better customer experience, finds new study


IDG Connect
Bob Johnson
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