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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…

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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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…

Building a Serviceable Service Desk

service-desk

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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What’s A Next Generation PSA And Why On Earth Do You Need One?

 

next-generation-psa

Professional Services Automation (PSA) software has been around for decades and, in too many cases, is getting long in the tooth.

Most of these tools were originally built for general-purpose business use.  Later, PSA tools were created especially for IT implementations. Because these focused on technical projects and tasks, it  was a big step forward but, for MSPs, it was not nearly enough. Solutions built for internal IT departments are not of optimal use for service providers. These IT tools are overly generic and are designed to be used by dozens of vertical markets. Serving this many masters dilutes these PSAs’ ability to serve MSPs’ unique needs.

There are many items that define an MSP-specific PSA, including the ability to work tightly with other key MSP software solutions and to directly manage MSP projects without a lot of tinkering or configuration.
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Finding the Right MSP Exit Strategy

exit-strategy2

MSPs organizations are businesses, and like most businesses have goals. One of those is usually making money. The biggest way to cash in could be when you sell the whole company.

Getting your company ready to sell takes a tremendous amount of discipline – and this rigor is of benefit whether you ultimately sell or not.

Rick Murphy, CEO of Cogent Growth Partners which helps MSPs find acquisitions, says it is never too early to get your company ready to sell. “Most business owners don’t think about their exit plan until it’s too late to do anything about it, and they unknowingly miss all of the benefits that can come from having the plan in place from day one. While it might seem outlandish to be contemplating an exit while your business is young, professional investors know you don’t invest unless you understand how you are going to exit, and small business owners can benefit from this thinking,” Murphy argues.
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Policy-driven Security Helps You Stay Ahead of the Bad Guys

policy-based-securityKaspersky Labs just published a new eBook, Cybercriminals: Unmasking the Villain, which provides insight into cybercriminals’ evolving strategies and tactics. There are three points in particular that I want to highlight:

  • “31% of all cyberattacks are directed at businesses with less than 250 employees”
  • “42% of confidential data loss is caused by employees” often due to well-meaning employees “opening unauthorized email attachments, forwarding sensitive information or storing data insecurely”
  • “Hacking a small business to get into a larger business is now standard operating procedure for cybercriminals.”

These evolving cybercriminal practices underscore the reality that proper, up-to-date security practices are more vital than ever to the health and well-being of every company, no matter its size.  The risks are too high, and the incidence of exposure and breaches is only increasing.
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The Ten Most Important MSP Business Metrics – How Do You Measure Up?

chalkboard

 

In the MSP world, there are tens of dozens of possible metrics you can adapt. Try and do so, though, and you’ll spend all your time measuring and precious little driving growth. The trick is to choose those metrics that work for your business and management style.

MSP consultancy Taylor Business Group (TBG) is focused on helping clients drive profit, and it has 10 metrics it says are the most important metrics to keep MSPs on track to achieve their goals.
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