The IT Experience Podcast

10. Fujitsu and Tieto, discussion on MSP's changing world of outsourcing

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Sami Kallio interviews two MSP representatives in our yearly HUG customer event.  Fujitsu UK's Cat MacDonald and Tieto's Janne Kaihila share their insight. In this non-scripted panel discussion, both as Head of Service Desk, talk about the 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. 

    • Episode notes at https://today.happysignals.com/

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