October 5, 2007

Emerging Demand For SMB Managed Services Presents Opportunities For Many Vendors

This is the third document in the "2007 SMB Telecom And Networking Trends" series.

by Michele Pelino

with Eric G. Brown, Robert Muhlhausen

Executive Summary (This is a document excerpt)

Managed services are broadly used among small and medium-size businesses (SMBs) in North America, according to data from Forrester's SMB Network and Telecommunications Survey, North America And Europe, Q1 2007. Approximately 85% of North American SMBs use some type of managed service such as VoIP, security, email, storage, and networking. Forrester defines a managed service as when a third-party service provider delivers, monitors, maintains, and sometimes provisions network- or premise-based technologies and services, with minimal oversight or involvement by the SMB. Given current SMB use of, and emerging demand for, managed VoIP and other types of services, it is important for technology marketing professionals in vendor organizations (e.g., value-added resellers [VARs], systems integrators, hardware and software vendors, and telecom service providers) to position the benefits of these services appropriately. Our survey results show that key managed service value propositions resonating with North American SMBs include: simplifying operations, improving quality and reliability, and cost savings.

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