Fujitsu and Tieto, discussion on MSPs and changing world of outsourcing

Sami Kallio interviews two MSP representatives in our yearly HUG customer event.

June 10, 2019
Sami Kallio interviews two MSP representatives in our yearly HUG customer event. Fujitsu UK's Catriona “Cat” MacDonald and Tieto's Janne Kaihila share their insight. Both as Head of Service Desk, talk about topics of:
  • People’s fears of new things, like RBA, AI, ML and Automation.
  • How to turn that into motivation and excitement.
  • How the contracts that customers request, still reflect the old world.
  • Problems of customers data quality and how they effect taking new technology into use.
  • Discussion has changed in outsourcing RFPs, but still the contracts are written in the traditional SLA way, like they are from 1992.
  • Old contracts keep MSPs hands tied, trust between customer and MSP is crucial to change this.
  • Contract periods hampering digitalisation and taking new technology into usage, for example ServiceNow roadmap bring new things, but long 5 year contracts prohibit usage of their new features.
  • New things like chatbots etc are there to help the work of the Service Desk Agents.
  • Agents' teaching the chatbots to handle their mundane repetitive tasks, to free up their own time for the difficult tasks.
  • Service Desk’s role is changing on supporting with IT support tasks into supporting with Business Services of the company’s employees.
  • How Tieto and Fujitsu are changing their offering to be more focused on Employee Experience.
 
Subscribe and listen on: Apple Podcast / Spotify / Sticher
 

Related content

happysignals-founders-sami_kallio-sami_aarnio-pasi_nikkanen
9 minute read

05.12.2019

The Founders’ Story – HappySignals

So, here’s the (short) story of how HappySignals started and how we are where we are. The company started about five ...

Read more >
Are Yearly IT Surveys useless?
6 minute read

02.05.2024

Are Yearly IT Surveys useless?

Since the global pandemic, most of us have changed how we live, work, move, and socialize. Importantly, the pandemic ...

Read more >