Pros & Cons of Managed Services

Microsoft Dynamics Support: Pros & Cons of Managed Services

After you’ve gone live with Microsoft Dynamics, you’re faced with several choices about how to manage the ongoing upgrade and support.

The most common dilemma is:

  1. Do I support Dynamics internally, relying on my partner or Microsoft on an as-needed basis? OR
  2. Do I outsource application support to a managed services team?

Supporting Dynamics Internally

Traditionally, this is the way Microsoft Dynamics and most other software programs have been supported. Internal resources are trained to manage system administration. If a problem arises, you call Microsoft or your Dynamics partner for support.

PROS:

By managing Dynamics internally, you build internal knowledge and can be more self-reliant. The costs of an employee’s salary are lower than costs of a consultant. You use Microsoft and/or your partner as a backup support option, for cases that become more complex.

CONS:

Your internal Dynamics administration experts certainly will get to know YOUR system well, but the risk is that they won’t know the best way to THE overall system. Meaning, oftentimes, you’ll see system administrators who have “re-created the wheel” where functionality – either in Dynamics or in one of the hundreds of ISV solutions available – exists right out of the box.

If you’re business isn’t big enough to have full-time dedicated Dynamics technical and administrative resources, they can get pulled onto other projects, and get behind on applying system updates and continually improving the system.

Also, when you use Microsoft or your Dynamics partner for support, you’re waiting until a problem occurs before you get help. This means users are experiencing more frustration and confusion, which impacts their morale and job performance. Because the support technician doesn’t know what’s been done, much of the support time is spent understanding the uniqueness of your system and business.

Using Dynamics Managed Services

Managed services for Microsoft Dynamics is a relatively new concept. Only a few partners offer this service, and it really shouldn’t be confused for system support. Managed services is really a blend of ongoing Dynamics consulting and support.

PROS:

Managed Services enables you to keep your system optimized at all times, which means less downtime and less frustration.

Your managed service team knows your business, your people, your operations, your system – so when you need true application support, it’s easier to pinpoint the root cause of the problem. Plus, a true managed service provider like us, will not just manage Microsoft Dynamics, but also the ISV solutions that connect to Dynamics. No more bouncing around between support calls to vendors.

The cost difference isn’t as substantial as many companies might expect. In fact, managed services may substantially LOWER your total cost of ownership. Our managed service offering, MCA Advantage, assigns you a team of three people – technical, functional and account management – a combo that is nearly impossible to get in a single employee. Plus, our people work with Dynamics every single day and have seen a broad range of similar systems and processes.

CONS:

If your Dynamics implementation is relatively simple, and you have enough resources to properly maintain the system internally, using a managed services team may be overkill.

Are You Continually “Putting Out Fires”?

In that one question, you have an answer. It means you need to do something differently. You can:

  • Hire more or better internal resources
  • Find a different Dynamics support provider
  • Move to a Dynamics managed services provider

How you decide to support and maintain your Microsoft Dynamics system really comes down to how proactive you want to be. A managed service provider takes the problem off your plate, and helps you prioritize your next best steps to keeping Dynamics running smoothly.

MCA Connect is a Gold Microsoft Dynamics partner focused on leveraging Dynamics 365 to help clients achieve a competitive advantage. Interested in learning how MCA Advantage could support your business and system? Contact us now to get in touch with an expert from our team.

Author: Andrew Martin, Managing Director, MCA Advantage

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