Tag Archive - MSP

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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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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The Ten Most Important MSP Business Metrics – How Do You Measure Up?

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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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How to Thrive in an MSP 2.0 World: Increasing Growth, Margins, and Customer Loyalty

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In last month’s blog, I outlined how rapidly changing SMB client requirements are reshaping the MSP Market.  These demands to broaden MSPs’ service portfolio, combined with downward pricing pressure from increased competition, are squeezing operating margins and reducing the overall profitability of an MSP’s business.

The MSP world is changing fast, with new technologies, new competition and ever-changing market forces, pushing MSPs towards their next phase of evolution. Kaseya calls this next phase MSP 2.0, since it is a natural extension of the MSP 1.0 phase that emerged after the Break/Fix era.

New MSP Growth Opportunities and New Challenges

The new MSP 2.0 environment creates both new growth opportunities and new challenges for MSPs.

Overall, the rate of consumption of MSP services by SMBs is expected to grow annually over 45% year over year for the next several years, representing a global market opportunity approaching $75 BILLION USD per year by 2020.

However, while the opportunities are clear and overwhelming for the MSP market as a whole, individual MSPs must each adapt to these changing market dynamics or risk falling behind.

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Repair a Dead Machine Remotely – Without Driving Onsite

no-remote-driving

IT techs – whether working at MSPs or in internal IT Ops groups – have long faced a miserable task:  physically visiting PCs and other devices that are dead by hard drive failure. In these cases, you must pack up your kit, head out to the site and see what can be done.  Depending on where you work, this can be called a truck roll, man-in-the-van work, or just plain wasted time that you would rather spend doing other work.

Each of these visits can take hours, and often technicians find themselves going back and forth from the site location and the main office to gets parts or new bits of software to solve the problem.

What if you could sit at your console in a comfortable chair with a cup of coffee, and repair that hard drive right then and there – in minutes?  What if this wasn’t just an edge use case, but you could essentially eliminate going on site to fix laptops, kiosks and PCs that are no longer responsive?  What if you could say goodbye to what MSPs sarcastically refer as “windshield time”?

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