The IT Services Opportunity: Winning with Solutions

One highlight of today’s IT Services and Support Community gathering during the CompTIA Annual Member Meetinghttp://www.comptia.org/amm (AMM) was the presentation by IT Services Marketing Association President and CEO David Munn. Starting out with a review of Google results for “solutions,” he demonstrated how generic the term has become. With millions of hits across a variety of different categories, the descriptor is clearly favored by businesses throughout the world.

According to Munn, today’s solutions are “a combination of products and/or services with intellectual capital, focused in a particular customer problem, which drives measurable business value.” With SAP as an example, he showed how the company streamlined the configuration and training process for its software to make it easier to sell and implement in key markets. They created a true solution that could be up and running (and reaping benefits for the company) in a shorter time frame, making it a viable application for more businesses.

The greater focus on its clients resulted in a more marketable (and valuable) offering for SAP. By predefining solutions for rapid deployment with multiple clients, the company is enjoying increased revenue and profitability. With increasing sales and lowering costs (less development and engineering requirements), the organization is positioning themselves to expand into new markets and business segments. That’s a strategy many solution providers can enjoy themselves, with a thorough understanding of the ideas Munn in his presentation.

The ITSA solution maturity model he outlined will help IT businesses identify opportunities to better target their solutions, including:

• Opportunistic solutions: Is this a niche or larger business opportunity?


• Solutions repeatability: Can the offering be used with multiple clients?


• Coordinated planning:  How is it accomplished?


• Process excellence: How can you streamline the process?


• Solutions mastery.

Of course, the key to building valuable solutions is in understanding the specific needs of your business customers, and making sure the offerings are really ready before implementing them at a client’s site. In addition to traditional client interactions and frequent discussions, VARs and MSPs should engage with their customers on social media and in industry forums to elicit more feedback. The tools are available, but true solution building success requires a commitment and active involvement from the management team.

To learn more about the CompTIA IT Services and Support Community and how to engage in these types of discussions, go to www.comptia.org/membership/communities/servicesupport.