4 min read
The two faces of managed services: BAU v strategic roles
Is your managed service provider just keeping the lights on – or helping you light the way forward?
When some organisations think about managed service suppliers, a distinct perception often arises: suppliers are neatly divided between those who keep the lights on, handling ‘Business as Usual’ (BAU) operations, and those engaged in more strategic endeavours.
TRL’s story shows how a managed service partnership can deliver both day-to-day reliability and ongoing innovation for increased collaboration. By automating manual tasks, streamlining IT processes, TRL was able to reduce cost overheads and improve outcomes for its own teams and end users, demonstrating that operational excellence can be a springboard for strategic progress.
So, the question remains; why does this fixation with BAU versus strategic managed service providers exist? This post will consider the impact of multiple providers on procurement and supplier relationships, and how both customer and provider can move toward a more integrated, value-driven approach.
The BAU–strategic divide: origins and realities
Historically, managed services meant operational continuity. From maintaining infrastructure, resolving incidents, and performing routine maintenance, their primary responsibility was to guarantee that your systems functioned reliably. These BAU activities are, and remain, the backbone of any organisation’s IT operations. Without operational stability, even well-conceived transformation initiatives falter.
As digital transformation has accelerated, businesses have realised that technology is not merely a utility but a strategic enabler. This has led to the rise of multi-supplier ecosystems and frameworks, where the integration of disparate services and the alignment of technology with your business objectives are critical. Here, there’s a growing demand for suppliers who can act as strategic partners; advising on innovation, integrating solutions seamlessly, and driving continual improvement alongside your vision.
The entrenched divide between BAU and strategic services casts some managed service providers as reliable but reactive, while others are viewed as innovative yet less attentive to day-to-day stability. This distinction shapes the way organisations approach procurement and ongoing partnerships with their providers.
The danger of false dichotomies
While separating BAU and strategic services may help decision makers clarify their immediate needs, it can also be limiting. Businesses often search for “specialist” suppliers, believing that one partner cannot cover both their operational and strategic spectrum effectively. This mindset may lead to fragmented supplier ecosystems, increased costs, and missed opportunities for synergy.
In reality, the best managed services suppliers strive to transcend this divide. They understand that operational excellence is the foundation upon which strategic value must be built. A supplier that excels in keeping critical systems running is also well placed to identify areas for optimisation, automation, and innovation, provided they are empowered and invited to play a strategic role.
Moreover, SIAM itself is a discipline that depends on both robust operations and strategic alignment. Successful service integration cannot happen in a vacuum; it requires a deep understanding of BAU processes coupled with your vision for improvement and transformation. The most effective suppliers operate across both dimensions, leveraging their day-to-day insights to inform and drive broader change.
Engaging suppliers early:
Evaluating track records:
Encouraging long-term partnerships:
Fostering collaboration:
Suppliers, for their part, should be clear about their capabilities, demonstrate flexibility, and look for opportunities to add value beyond your contract’s minimum requirements.
“… there is a sustained role for MSPs to help organisations navigate complexity, and understand their IT systems, whilst providing strategic support and guidance.”
Research on managed services providers (UK Government, 2025)
Conclusion: embracing the full potential of managed services
The most successful organisations are those that bridge the gap between BAU and strategic imperatives, recognising that effective service integration and management require both. Forbes (2024) article on ‘Bridging business and technology’ stated that, “As the digital landscape continues to develop, CIOs have to rise to the challenge of aligning technology with business strategy.”
Our ASPIRE managed services; a bridge across the divide
ASPIRE managed services bridge this gap by delivering operational excellence while proactively driving innovation with AI, continuous improvement and aligning IT with business goals.
ASPIRE’s integrated approach enables you to optimise your day-to-day performance and unlock strategic and business value, ensuring your technology platform becomes a catalyst for transformation rather than just maintenance.
“The new Azure infrastructure has not only enhanced our security posture but also provided ease of management, allowing our IT team to focus on strategic initiatives rather than routine maintenance. We couldn’t be happier with the results and the ongoing support from Version 1.”
Customer Cloud and Cyber Program Lead
By moving beyond old assumptions and seeking partners such as Version 1, who can deliver on all fronts, you can create resilient, forward-looking IT ecosystems, where keeping the lights on and lighting the way forward go hand in hand.
Ready to move beyond the BAU–strategic divide? Let’s talk about how ASPIRE can help you build a resilient, future-ready IT ecosystem.
Contact us to find out more.
