ITS offers field engineering, IT support and DR services to more resellers

Managed services provider IT Specialists (ITS) has announced an initiative to expand its hardware cover, IT support and business continuity and disaster recovery (BC/DR) services to more hardware resellers and software vendors.

As part of Reynolds and Reynolds, a 4,500-employee global software provider, in the UK, ITS is targeting mid-market MSPs with three key offers: national IT field service, BC/DR and 24/7 service help desks.

Resellers have the opportunity to sell the services which are provided by ITS’ in-house team. The firm says it already has partners that are reselling ITS services to the financial, healthcare and food and drink sectors, providing end clients with on-site support services and workshops for hardware fixes and warranty repairs.

For resellers looking to offer full technical support and guaranteed response times on the help desk, ITS says it provides “robust” service level agreements. With support from ITS, the company said, resellers can regain control over user IT support and free employees to focus on their core competencies.

ITS engineers target a first-time fix when called on-site. Currently, the company says it achieves a first-time fix rate greater than 92 percent. This is 4 percent greater than the 88 percent first-time fix rate “best-in-class” field service organisations achieve, according to analyst firm Aberdeen Group.

To meet increasing demand for business continuity services, ITS offers its BlackVault Managed Recovery Platform and BlackCloud solutions. The BlackVault Managed Recovery Platform is a fully supported managed disaster recovery as a service (DRaaS) platform. It provides data vaulting, recovery and archival, both on-site and in the cloud.

Brandon Tanner, ITS senior manager, said: “Reselling doesn’t require heavy lifting or much resource allocation and creates an additional lucrative revenue stream fairly quickly.”

The new reseller effort will be headed up by Philip Jones as the channel relations manager at ITS. He said: “As part of a global technology firm, we have a solid pedigree with blue-chip clients, many of which have been with us for over ten years.

“Today, we believe that there is a growing number of resellers that would benefit from this expertise by working with a single partner that provides BC, hardware and IT support, with field engineers that are available nationally.”

In terms of targets, ITS plans to “balance quality and quantity” by “attaining double-digit active partners by the end of 2016”.

Jones has over 40 years of experience in the IT industry, spanning a variety of disciplines, including mainframe operations, client pre- and post-support, marketing, general management, account management and service delivery management.

Last year, ITS secured a contract to provide financial mutual Wesleyan and its team of financial advisers with IT support and services, whether they are working from home or travelling up and down the country. Wesleyan provides specialist financial advice and solutions for doctors, dentists, teachers and lawyers, and was founded in Birmingham in 1841.

@AntonySavvas