Comments on: What Is A Master Managed Service Provider?

By: Joe Panettieri

Joe Panettieri — Tue, 09 Sep 2008 19:29:29 +0000

@Toddsw: Sure, Dell could take business (including online services) fully direct. But why?

Without the channel and MSPs, Dell cannot deliver the profits and growth Wall Street is DEMANDING. The moment Dell shows even a hint that it’s taking the MSP business direct, they’d be toast. So I don’t think they’ll do it.

By: toddsw

toddsw — Tue, 09 Sep 2008 19:16:14 +0000

It looks like all of this could just as easily turn into customer facing offerings (like Dell is doing) and potential MSP clients could instead hit the Dell cafeteria and fill their plate. Dell probably wouldn’t pass on the opportunity to market direct to decision makers rather than just deliver via msp’s.

By: Klint Borozan

Klint Borozan — Mon, 08 Sep 2008 17:42:08 +0000

It is fantastic that the industry has figured out how to do this effectively in a web services architecture. One piece I see that is still at odds with the business model is the authentication part of the security model. Most of the ASPs like Salesforce.com have tried to address both real and customer perception issues, with cobbled post event email systems, or authentication delegation interfaces so an SMB can either plug in a pre-existing token based solution or expect the VAR who may be reselling the service to integrate something, and also assume some of the liability for data security breaches. A solution completely integrated into the web services model of the application, certainly would increase simplicity, and continue to reduce the requirements of the end user to maintain headcount and systems administrator function to cover that piece. It would also certainly facilitate support for things like OpenID that would reduce the cost of identity for SMBs even more.

By: Len DiCostanzo

Len DiCostanzo — Wed, 19 Mar 2008 21:26:44 +0000

We have seen demand from our customer base to work with them on building a Master MSP business model. As a result, we have developed a new professional service offering titled ‘Master MSP Business Optimization Assessment’. As a result of this assessment, we provide guidance to Autotask customers and prospects on building a Master MSP business model, and using Autotask to support operations. We provide feedback on the their current model, share how others are doing it and provide detailed workflows on utilizing Autotask to optimize the model.

By: Lane Smith

Lane Smith — Mon, 17 Mar 2008 18:36:48 +0000

I am glad to see the term “Master MSP” starting to gain some traction. Back when we shifted our focus to selling Managed Services to resellers we were struggling with what to call ourselves, I’m not sure how it happened but we started using the term Master MSP and it seemed to fit well. I do want to point out though that I think there is a big difference between a managed service provide that sells their services through a reseller channel (what I would call a Master MSP) and a distributor that sells someone else’s managed services through a reseller channel. The key difference being whose services you are selling. While we do sell other vendors solutions such as anti-spam and remote backup the core of what we reseller to our channel are our services, namely the Help Desk and NOC services as well as our training solutions. All of these solutions developed from years of selling managed services to a direct customer base (although completely indirect now) and taking this experience and applying it to a reseller channel. It’s not as simple as selling a reseller a bunch of different services and tools and poof they become a reseller, these components need to be tied together to create a total solution for the customer. This is where the real value of a Master MSP comes in to play, knowing how to integrate all of these solutions into something the reseller can sell and support right out of the gate.

By: Joe Panettieri

Joe Panettieri — Mon, 17 Mar 2008 15:10:45 +0000

Justin: Good to hear from you. Just want to say we’re not endorsing any particular platform or approach, but we do see momentum building for this “Master MSP” approach.

By: esimpson@mspu.us

esimpson@mspu.us — Mon, 17 Mar 2008 15:03:06 +0000

I wholeheartedly agree with your post, Joe, as well as Justin’s comment. The Master MSP model is taking the concept of Vendor Management I write about in my first book to a whole new level. Now, instead of the MSP having to keep up with a slew of different vendors servicing their customer base, and attempting to transition them one at a time to their own “preferred vendors”, an MSP can partner with a Master MSP who already has these vendors in place, making it much easier to sell and manage a complete annuity-based packaged service to their customers which meets their business needs, with a single point of contact, turn-up and support. Brilliant.

By: Justin Crotty

Justin Crotty — Mon, 17 Mar 2008 14:50:36 +0000

Joe – Once again you are right on. We’ve been urging solution providers to focus on the strategy and the partnerships vs. the tools. The tools need to be solid and work well, but the real analysis should come in selecting the partners you work with. The providers who win in the MSP space will be the ones that focused their efforts on the right partnerships. I couldn’t have writtne this any better myself!

By: Master MSP Model - The Channel for Managed Services « “Seismic” Events in IT Services

Mon, 17 Mar 2008 14:46:50 +0000

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