CHAPTER 2: MOVING FROM THE TRADITIONAL MSP MODEL
IT organisations have previously outsourced their service provision to a single managed service provider (MSP) or, in other words, sole-sourced. The MSP would largely focus on internal tower service provision (TSP) support, for example, service desk and collaboration services.
Figure 3 : Traditional MSP model
Under this model, the MSP would be accountable for all services and tower service providers that are defined within the scope of the master services agreement (MSA) between the customer organisation and the MSP.
The customer organisation relies on a single MSP to provide outsourced services ...
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