Inside a Next-generation RMM

next-gen-rmm

Remote Monitoring and Management (RMM) solutions are the foundation upon which successful MSP businesses are built.

But all too often MSPs struggle with their RMMs, and devote a full-time admin just to run the darn thing. Complexity is just one thing holding back optimum exploitation of RMM solutions. Other drawbacks of some RMM tools are an inability to scale, less than robust automation, and weak reporting.

The quality of your RMM is critical as it is the main way MSPs produce revenue. That’s why the idea of a next-generation RMM is so important. So what is a next gen RMM? It is one that eliminates the downsides of today’s generation of solutions. Not only that, a next-generation RMM vendor should never stop innovating — always looking for new features that make MSPs’ clients lives easier and their IT more productive.

Did you know that last year, some 59% of managed offerings from MSPs were driven by an RMM, and that revenue grew Continue Reading…

MSPs & NOC Services: How to Get 24×7 Coverage without Hiring More Staff

NOC-services

The largest MSPs can offer 24×7 service and support. They have their own Network Operations Center (NOC) or already get such a service on an outsourced basis.

Not all are so lucky. Some smaller MSPs can only handle trouble tickets and other duties during work hours. That’s bad enough for a local client in the same time zone. They want their systems fixed no matter what time it is. It’s an impossible situation for geographically dispersed clients. Having limited service hours can severely limit your own expansion ability.

The answer for many is to Continue Reading…

IT Operations Survey Shows Improvement for SMBs

smb-improvements
IT is a tough job no matter where you work. It is especially tough in SMBs which don’t have the staggering budgets and massive and highly specialized staffs of their larger enterprise brethren.

SMB IT pros end up wearing so many hats they can barely walk through the door.

Fortunately, these IT professionals are getting better all the time at their jobs; have better and better tools to manage resources; and often have Continue Reading…

How MSPs Can Make Office 365 Management Easy

office-365There are so many reasons to love Microsoft Office 365. Employees can work remotely and, regardless of device or location, can access all their applications and files. Businesses especially appreciate the scalability and lower infrastructure costs that Office 365 brings to the table.

The problem is that managing more than a few users is time consuming – which is costly and the furthest thing from strategic IT work. Meanwhile, PowerShell scripting is often necessary for true granular control, which means  an additional  cost of learning or hiring someone who does this kind of scripting – something IT can ill afford.

This substandard and complex management approach puts IT at risk because auditing and reporting is either less robust, or entirely non-existent.

A great answer is for IT to put Office 365 into the hands of a Managed Service Provider (MSP). But MSPs find it difficult to manage customers that have moved to Office 365 because
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Latest Research on What MSPs’ Customers Want

IT-Ops-Survey-Results-for-MSPs

Kaseya recently published its second annual IT Operations Benchmark Survey, which included results from 1,200 small- and mid-sized companies (SMBs) representing over 50 industries and 20 countries.

I thought I would share several insights from the survey that are extremely valuable to the MSPs who are targeting these companies.
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IT Management Maturity for SMBs – Where Do You Place?

it-maturity

There is no shortage of IT maturity models, which are guidelines on how to create and optimize a progressive IT infrastructure.

These models were devised years ago when big consulting firms and integrators such as IBM and Electronic Data Systems Corp. (EDS), now owned by HP Enterprise, analyzed the operations of large enterprises. They would then craft a detailed plan to simplify IT and make it more efficient and productive.

Microsoft even jumped in a decade ago with its Infrastructure Optimization (IO) framework, a maturity model largely focused on making Microsoft shops more modern.

None of these approaches fit the bill for small and mid-sized businesses (SMBs). And it is SMBs that need this kind of help the most. That’s why Kaseya developed an IT Management Maturity Model specifically for companies ranging from less than 50 to up to 3,000 employees.
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9 Top Security Predictions from Gartner– Plus Advice!

3030security

As a leading analyst firm, Gartner comes out with a steady stream of predictions. One of the latest rounds concerns security. The predictions are designed to help IT pros take security seriously. After all, cybercriminals are more organized and dangerous every day.

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The Pundits’ Take on MSP 2.0

msp-2.0

 

MSP 2.0 is not exactly a new term, but it is really catching on to describe the current managed service provider market.

The Kaseya Take on MSP 2.0

As a vendor largely focused on MSPs, Kaseya has a deep commitment to help MSPs successfully navigate in an MSP 2.0 world.  Kaseya offers a comprehensive collection of solutions, from RMM to PSA, identity and access to cloud monitoring, and more, that are all MSP 2.0 ready.

In our analysis, MSP 2.0 is in part a manifestation of market growth. MSPs have matured from part-time operators and small 1-5 person technician-dominated companies five short years ago to larger process-centric organizations with strong technical capabilities combined with professional sales, support, marketing, finance, and management teams. Because of the larger clients, super-MSPs that could handle the scale evolved. These MSPs are 100% focused on growth and expansion and employ professional sales, marketing, and technical delivery organizations to acquire new accounts and often displace smaller less mature MSPs.

On the other side, small- and medium-sized businesses (SMBs), the prime targets for MSPs, are increasingly demanding and requiring the same technologies and processes that have been pioneered and used for years by enterprises.

This means SMBs are now Continue Reading…

The Risks and Rewards of a Hybrid Cloud

hybrid-cloud

Remember when the cloud was the new big thing? Then private clouds where all the rage. Now we are inundated with talk of hybrid clouds which combine private and public clouds into one unified system.

Before we talk about why hybrid clouds sound so great, we should touch on why private clouds are so compelling.  With the help of server virtualization, you take your own infrastructure and make it cloud-like – basically turn it into a utility. But you control the whole thing and, because it is local, you have full control of its performance.

The problem is that as demand grows you have to scale up the private cloud by adding more resources – even if you only need those resources every now and again. At the same time, there are services you want in the easy-access public cloud (because users can get to the cloud from anywhere) but you still  want these applications and data linked to your on-premises applications.
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Building a Serviceable Service Desk

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If there is a bread and butter aspect to a successful MSP, it has to be the service desk. Here is where the rubber meets the road, client IT problems addressed, and is the focal point for how clients interact with your company.

A mediocre or substandard service desk is a death knell. In contrast, a superb service desk creates customer loyalty, SLA compliance and great word of mouth. At the same time, such a desk is efficient, creating more revenue and profit opportunity.

Building an optimum service desk takes thought, planning and careful execution. Here are six areas to focus on, starting with staffing:
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