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The Kaseya “Times Twenty” Initiative: What it Means and Why It’s Vital to the Future of Your Business

Kaseya’s mission is to provide the technology and best practices that MSPs need to succeed.  We always focus on ways to help MSPs drive down the cost of administrative (i.e., non-revenue generating) tools and activities to free-up precious human and investment capital to be re-invested in new revenue generating services that drive growth.

I’m pleased to introduce Kaseya’s “Times Twenty” initiative, which focuses on enabling MSPs to put that capital to work in designing and deploying IT service offerings that will generate a 20 times return on their investment.

At its core, the Times Twenty initiative is about the value of money.  Specifically, your money.  You and your staff (all of them – marketing, sales, service delivery, finance and admin) work hard to earn this money.  You can’t afford to invest it in anything – people, technology, systems – unless you know you’ll be getting a high return on your investment.

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How to Automate Every IT Process You Want To – Even When It Seems Like You Can’t

finding-automationLast month, I talked about how to prioritize your automation efforts in 2 steps.  Before you jump into the first project that comes to mind, first identify all potential automation projects, and then prioritize them based on benefits– either time savings or better customer experience.  Sometimes, though, there’s a great project – one where automation will benefit both your IT staff and your business – but there’s no straight-forward way to automate the process.

This month, I’ll discuss the best way to go about automating any single process in a direct manner even when you can’t automate using a GUI alone.
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Security Services are Ripe for Explosive Growth in 2016

Online Data Security Concept Illustration with Padlock Icons, Cyber Background and Circuit Board Elements. Internet Security Technologies.

If you’re not thinking about expanding your Security services, you should be.  At least that’s the news from Kaseya’s 5th Annual Global MSP Pricing Survey*.

‘Heightened security risks’ is the top IT problem or service MSP respondents expect their clients to face in 2016.  And it won by a mile, selected by over a quarter of all respondents and receiving  40% more votes than the second-highest selection. This result isn’t a surprise given the unremitting flow of news on breaches and hacks.
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Looking to Increase Automation?  2 Simple Steps to Start Off Right!

automateI talk to MSPs a lot about automation and how important automation is to increasing efficiency, productivity, and IT performance.   Research from Enterprise Management Associates (EMA) determined that implementing automation reduces operating system deployment time by 68% on average, and time spent managing virus and spyware systems by 83% on average.

So it’s not a surprise that MSPs often ask me, “How do I automate?”   My answer is always, “Well, it’s not that simple to tell you.”

Which isn’t the answer they’re looking for.

What makes this such a hard question to answer?  I thought about this a lot recently, and realize it’s because figuring out WHAT to automate is very different for each MSP.  So much depends on their particular customer base, services, and in-house IT expertise.

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Time Management and Technicians: A Manager’s Guide to Success

time-management-1

I recently received an email about “time management and prioritization” from a colleague.  I started thinking about what that means for an IT technician – and specifically what that means for the technician’s manager.

As Peter Drucker famously observed, “Time is the scarcest resource, and unless it is managed nothing else can be managed.”

Whether you have one technician or a large team, it’s essential that you provide guidance and structure to make sure that they are handling support tickets appropriately, completely, and professionally.

A technician is great at fixing problems and finding the root cause of a problem.  You can just say “I need you to go fix this or go take care of that,” or “Let’s get this project done,” and they are on board.  However, it doesn’t mean they are all skilled at true time management.

A technician occasionally getting overwhelmed can be managed through a quick reminder on how to prioritize tasks.  However, if your technicians frequently run into trouble, here’s a handy 3-step process to find the root cause.
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The #1 Mistake MSPs Make – And How to Avoid It

make-a-business-planThey don’t have a business plan. It’s that simple. Some MSPs want to hit the ground running. To them, the thought of spending precious time documenting mission statements and financial projections seems like time wasted. Who has time for planning when your day is filled with finding new clients, bringing up new services, and hiring a tech or two?

If that’s you, please reconsider. It doesn’t have to be all or nothing. In fact, the most important part of any plan isn’t how complete it is. The most important part is that a plan exists at all ― that you thought through and documented some basic aspects of your business:
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10 Time-Saving Marketing Hacks for MSPs

marketing_hacks_MSP_KaseyaYou know you need to ramp up your marketing efforts.  Everyone is telling you so ― industry advisors, consultants, your sales team, your spouse.  I’m sure you’re dog, if he could, would look up at you and say: Dude. Content marketing.

The problem isn’t identifying the to-do items.  The problem is finding the time to execute.

So, in the time-honored tradition of good, resource-saving hacks, here are 10 ways to help you get more out of the time you invest in your MSP marketing efforts.
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It’s 2015. Do You Know Where Your Cloud Services Are?

looking-for-cloudDuring a recent joint webinar, I was talking to Charles Weaver, MSPAlliance’s CEO, about MSPs and the cloud. He said something provocative:

MSPs don’t need to transition into the cloud. It’s not like when they had to transition from being value-added resellers. MSPs just need to be able to manage customers in cloud environments.

And for any MSPs sitting on the fence about whether or not to offer cloud services, this realization won’t come a moment too soon.

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MSP Service Package Development: Optimize Profitability 1-2-

high growth msps

High-growth MSPs are 24% more likely to offer a small number of comprehensive service bundles compared to their lower growth peers, according to Kaseya’s last annual MSP survey.

It’s easy to see why this may be more than just correlation, and may actually be causal: standardization.

The Magic of Standardization

By standardizing offerings, MSPs can lower service delivery costs along many dimensions to support increased growth and margins:
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How to Win the MSP Service Delivery Trifecta: Efficient, Effective, and Consistent

venn3Quick!  What’s the first adjective that comes to mind to describe excellence in MSP services delivery?

If you’re a client, the word could be ‘effective.’  Effective service delivery means that you are getting your desired result.  If your MSP delivers services effectively, you’re a happy camper.

If you’re the IT technician, the word might be ‘consistent.’   Consistency measures the regularity of the use of resources to reach a stated end.  So processes that are consistent (and predictable) make life sweeter when you’re the one driving the IT dashboard.

As an MSP owner, you might say ‘efficient.’  Since efficiency indicates how well you use resources, more efficient services delivery usually means more profit at the end of the day.

Of course, since you’re not a one-dimensional cardboard character, you know you need all three for real, sustainable success as an MSP.  How do you win the trifecta of effective, efficient and consistent service delivery?
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