In this article I would like to tell you about some of the particularities of an MSP implementation.

From Wikipedia:

A managed services provider (MSP), is typically an information technology (IT) services provider, who manages and assumes responsibility for providing a defined set of services to their clients either proactively or as they (not the client) determine that the services are needed. Most MSP’s bill an upfront setup or Transition and an ongoing flat or near-fixed monthly fee, which benefits their clients by providing them with predictable IT support costs.

I am currently involved as the lead technical consultant for a large MSP implementation in The Netherlands for worldwide operating IT company and want to share some lessons learned and best-practices. To give you an idea of the size of this implementation: when all customers are migrated to service-now.com we’re expecting to process around 1.000.000 tickets per month.
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