Holistic IT Management and Implementing Change: What Makes M-BiTS Effective?

Holistic IT Management and Implementing Change:
What Makes M-BiTS Effective?

IT Management

All too often businesses fall into the trap of relying on slogans without strategy. Yes, buzzwords can be a great tool for grabbing people’s attention, but they are often confusing and lack substance – leaving them rudderless. At first glance, it would be easy to assume that Managed Business IT Services (M-BiTS) falls into this category: a throwaway piece of professional jargon that leaves you thinking ‘Oh no not another corporate acronym!’ But if we scratch the surface of this contemporary approach to IT management, we see that it has a clear vision, structure and strategy.

The M-BiTS concept hasn’t just been created to sound good in boardrooms and look good on paper; it has the substance required to enhance a business’s relationship with technology. So, what is it and what sets it apart from those hollow buzzwords?

What is M-BiTS?

In the SME space, third-party IT services have traditionally been delivered by one-dimensional Managed Service Providers (MSP). These IT service providers focus their core value on underlying technologies rather than the business outcomes produced by their services. This linear approach deprives them of the foresight required to harness technology’s potential to act as a business enabler and impact the bottom line.

Determined to challenge the status quo and overcome this entrenched MSP legacy, TDM Group shifted from being an IT service provider to an IT partner. To make this transition, they created the concept of Managed Business IT Services: M-BiTS augments traditional MSP services by applying a holistic approach to IT management operations that considers the impact technology has on the entire organisation. This forward-thinking philosophy facilitates the implementation of organisational change that adds business value – without losing sight of the need to support IT services that facilitate existing business processes.

How does M-BiTS achieve its vision?

Foundation and structure

M-BiTS isn’t a pipe dream; it has a foundation and structure that allow it to deliver meaningful results. TDM Group’s goal of delivering business value for its partners led to the creation of a framework for achieving business alignment and success that has people as its foundation.


Using the framework as a structure for delivering operational support and implementing innovative change, M-BiTS balances technology with other key business elements: people, process and data. Having considered the interactions of people – who form the bedrock of the other elements – at every stage of the IT process, TDM Group can establish effective partnerships that drive business value and success. Key to this is their business managers.

Business managers

Who is responsible for establishing and nurturing these partnerships? Traditionally, this vital role has been the responsibility of salespeople or client managers. However, this exposes an inherent flaw in an MSP’s offering: conflict of interest and a lack of business knowledge and experience. TDM Group is a true IT partner because they deploy business-focused IT managers, who provide a balanced mix of technical know-how and business acumen. These multi-skilled professionals are typically educated to master’s level in business administration, giving them a strong appreciation of how an organisation operates holistically. This allows them to consider technology’s impact on a range of crucial factors, such as business development and business operations – and how that impacts the bottom line.

TDM Group’s business managers have been carefully selected, trained and nurtured to help bridge the gap between technology and the business, enabling them to answer two important questions: What can technology offer the partner’s business? How does it fit into the partner’s environment? They gain this insight by integrating themselves within the partner’s business and taking the time to understand how it operates – including its specific pain points. Armed with this knowledge, they can make informed recommendations about how technology can be structured to be more effective.

Business managers also recognise that innovative change cannot be rushed; it must be implemented in a controlled manner, otherwise, day-to-day operations will be adversely affected. Therefore, each partner’s user base is afforded enough time to embed new ways of working into their daily routine – especially if there is a flurry of activity initiated by digital transformation.

TDM Group’s business manager-to-partner ratio is maintained at a manageable level. This ensures they have enough time to focus on each partner’s unique requirements and offer bespoke solutions that drive their business forward.

Size doesn’t matter

Businesses in the SME space often lack the economies of scale to allocate the resources needed to use technology as a business enabler, such as service delivery, project managers and business analysts. For example, when a start-up first embarks on its journey, it won’t typically invest in these strategic resources – opting to deal with issues tactically instead. However, as the business matures, a crucial requirement arises: to implement the right processes and procedures with technology, so they can grow in the right way. Enter TDM Group: as an M-BiTS partner, they can use their services and business acumen to plug these gaps.

The TDM Group service delivery department establishes processes and procedures that can be deployed in the partner environment. This allows them to address how the partner’s organisation functions procedurally and how the staff interact with technology, so it can be harnessed as a business enabler using an M-BiTS approach.

By establishing a framework for IT management services that has people at its core, TDM Group has transformed M-BiTS from another throwaway acronym into something with a clear vision, structure, and strategy. This empowers TDM Group to implement a comprehensive strategy that delivers relevant IT services within the context of their partners’ business – not just from a technology perspective.