I’m not suggesting that tablet computers represent a big managed services opportunity. But I do believe MSPs will need to adjust their service level agreements (SLAs), customer contracts, and mobile device management (MDM) efforts to include tablet devices and smart phones going forward. The latest evidence: HTG Peer Groups, a member organization that includes scores of VARs and MSPs — is ramping up to support Apple iOS, the core operating system for iPhones and iPads.
In an enewsletter announcement last week, HTG stated:
“HTG is pleased to announce that we have created a plan to enable our members to engage with the Apple Consultants Network (ACN) and become trained in supporting IOS in the marketplace. We’re excited that Apple is working with us as a strategic partner and that we will be training our members to support iPads attaching to corporate networks. Exciting days are ahead as we become mobility specialists in our local markets.”
By the Numbers
Some folks think tablets are a passing fad. I disagree. Apple has sold roughly 30 million iPads. At MSP-centric conferences, iPads are everywhere. But so far, only about 6 percent to 8 percent of tablet sales involve SMB customers, according to AMI Research. And over time, tablets will also catch on with your SMB customers — especially those who have mobile sales forces and road warriors.
That’s a small figure. But it’s poised for lots of growth. Hence, HTG’s decision to get VARs and MSPs trained to support iPads on corporate networks. Also of note: HTG is working with the Apple Consultants Network. No doubt, Apple has a mixed history with the channel — and recent months haven’t been kind to some Apple solutions providers.
In recent months, Apple Stores have been promoting small business solutions directly to end-customers. And Apple apparently is partnering up with OnForce — an online marketplace for IT service providers — to farm out SMB customer support. Along the way, Apple walked away from some channel partners.
What To Ask Your Customers
Still, the tablet trend is undeniable. And Apple dominates the tablet market. So MSPs need to include tablets in their broader mobile device management (MDM) strategies. The key topics worth discussing with customers:
- Are tablets popping up in your workplace? How will that trend evolve over the next three to six months?
- Which applications and business needs, if any, drive your company’s need for tablets?
- How do you evaluate and source your tablets?
- Who ultimately owns the tablets — your company or your employees?
- How are you managing company-owned tablets vs. employee-owned tablets that are used for work?
- How are the tablets secured?
- How is business data backed up and safeguarded?
- If a tablet gets lost do you know (A) how to track it (B) how to potentially wipe the hard drive and (C) how to potentially get the tablet back?
- Which of your current server and cloud applications would you like to access via tablets?
Questions to Ask Yourself
And for MSPs, here are the key questions you need to ask within your own company:
- Which mobile devices do your customers already have in place?
- Which mobile devices do your customers plan to purchase in the next three to six months?
- How can you roll those mobile devices into your broader managed services engagements?
- What security, storage and remote management solutions can you leverage to ease mobile device management?
- What type of premium can you charge for mobile device management?
- Are there opportunities to wrap tablets into hardware as a service (HaaS), leasing and other recurring revenue engagements?
- How will you help your customers to move seamlessly between traditional PCs, emerging mobile devices, on-premise applications and cloud applications?
I know I raised a lot more questions than I answered. Plus, I likely missed a boatload of questions that you have on your mind.
Regardless, you can’t ignore tablets. I’m not suggesting big recurring revenues await you within the tablet market. But tablets represent a fast-growing market segment that warrants your attention.
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Posted In: Hardware as a Service | Managed Security Services | Managed Storage Services | Mobile | Remote Monitoring & Management Software | SMB Technology
Tags: Apple Consultants Network | apple ios | Apple iPad | HTG | HTG Peer Groups
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Joe
Thanks for bringing up what we consider to be a changing landscape in the marketplace. My opinion is that the cloud is not the end game – it is simply another delivery mechanism or network interface. Client experience is really what customers care about, not whether their applications sit locally or in the cloud. Your questions and thoughts above are right on the money when it comes to what the future holds.
HTG is aggressively working to help our members build practices that are focused on driving great client experience – that includes managed services, cloud solutions, and mobility. We need to know how to interface all that stuff together so the end user has a great experience. Apple products are becoming an increasing part of that end user experience.
So we are working to help members understand the best way to securely attach all devices to the corporate network. We know that more and more of our end users will be using mobile devices to compute in the coming years – so now is the time to learn and lead the way. HTG is committed to helping our members set the standards for the future rather than playing catch up after the fact. We believe mobility is a core and foundational part of computing in 2012 and beyond. The cloud will come and go – but the client experience – and much of that being based on mobile platforms – will continue forever!
Good Post!
Our thoughts are tablet usage is mostly something people do at home for leisure and is almost all centered around iPads that staff personally own. Apple is one of the least channel friendly companies out there – and we don’t see them doing anything to make their tablets more corporate friendly. Until Windows 8 tablets start to ship we’re not making any real plans. Microsoft is needed to make the bridge between tablets and the corporate network.
Arlin@1: It’s rather amazing how Apple has made “customer experience” the key focus area for the IT channel right now. In our own business, Amy and I have been speaking with Penton Media’s IT department about several ways to improve the “reader experience” across our web sites. (Penton being our new owner.) You’re on the mark. If it ain’t a great experience, customers will move on to the next IT service provider.
Gerson@2: We will definitely keep an eye on Windows 8 and the implications on the mobile/tablet markets. People sometimes say Microsoft doesn’t know how to innovate. Generally speaking, I disagree. Far too early in the tablet game to count MSFT out.
-jp
I love how HTG is always working to be certain they are keeping pace with their members’ customers’ changing needs. It will be interesting to watch how Apple tries to work with the channel. I know that every time I go to my local Apple store I get asked if I want to talk to an Apple Business Consultant (i’m guessing I just have that corporate look as opposed to 16 year old rocker look)
That being said, this trend of tablets and mobile devices inside every size network is why Kaseya is releasing our Mobile Device Management module. As we finish testing, its apparent that this is a solution to a problem that every IT pro is facing. These devices aren’t going away, if anything, they will simply become more pervasive.
Brendan Cosgrove
Kaseya
@kaseyacorp
@cozthegrov
Brendan,
I think highly of Apple when it comes to product design. But I think you politely hit the nail on the head: Apple’s SMB channel strategy mostly involves Apple Stores consulting to small businesses. I believe OnForce partners will quietly assist that effort.
But ultimately, I think VARs and MSPs need to sort out their “support” options for tablets. MSPs may never resell an iPad, but they can surely extend service and support to the devices…
-jp
Apple has certainly set the bar for the customer experience, and manufacturers hoping to compete with the iPad are going to have to duplicate that experience. My guess is that they’ll rely on channel efforts, and this is where MSPs may find themselves both, reselling the product and playing a key role in providing that experience. I see signs that Samsung and Sony will be big players in the market, both having recognized the value of tablets to SMBs early on.
We saw, early on, our smaller clients, especially law firms, and currently medical practitioners start using tablets, even before there were apps available that were specific to their professions. Now, with a variety of legal and medical apps, and support from a few MSPs, tablets use is spreading at a dizzying pace. We currently support 20 times the number of tablets that we supported at the start of 2011.
I think HTG is spot on with their arrangement with Apple and that more companies will see the opportunity here and also offer similar arrangements. However one feels about tablets, the iPad in particular, support is no longer an option…
As always, Joe, your observations are insightful and right on the money!
Best,
Jim Van
Logicomm
http://www.logicomm-inc.com
Jim,
Thanks so much. Your support figures for tablets certainly caught my attention. Keep me posted as you see mobile app trends, etc. Would love to hear more.
One other thought I forgot to mention: Distributors like Synnex are now offering smart phone application development services to VARs. I believe the Synnex services cover iPhone, Android, etc. Speculation on my part, but I bet Synnex can extend those services from smart phones over to tablets… …
-jp