A range of third-party companies promote help desk and NOC (network operations center) services to MSPs. Our news coverage and analysis is below. Plus, our MSPmentor Resource Center (free registration required) includes NOC and help desk case studies.
Naverisk, the upstart managed services software provider, doubled its MSP partner base in 2011 and is experiencing continued growth in 2012, according to CEO Jon Kalaugher. The company’s latest software release, Naverisk 5.1, combines RMM (remote monitoring and management) with service desk capabilities.
As Facebook prepares for a potential IPO (initial public offering) this week, niche social media offerings continue to pop up in the IT market. One recent example: 
ManageEngine, best-known for its IT management software, is beta testing a private social network designed specifically for IT teams. Called ITPulse, the private social media platform brings a Facebook-style, multi-threaded cascading wall to IT, ManageEngine says.
More than 50,000 customers now use ManageEngine’s software to manage enterprise IT systems — including three out of five Fortune 500 companies. Zoho Corp., a privately held, self-funded company, has built both ManageEngine and Zoho — a SaaS rival to Google Apps. So how is ManageEngine engaging MSPs? And what are the potential synergies between ManageEngine and Zoho? Raj Sabhlok, president of Zoho Corp., offered some perspectives during a recent conversation at the company’s Pleasanton, Calif., offices.
Dell has made some missteps over the years in the managed services market, which MSPmentor accurately noted back on April 6. But while few MSPs use Dell’s managed services software, we are seeing a growing number of MSPs reselling and supporting Dell’s hardware. Skeptical? Check out well-known MSPs like Consuro Managed Technology and Five Nines Technology Group. Here’s the background.
Fujitsu’s Global Cloud Portfolio is set to offer Nimsoft‘s cloud-based monitoring and IT service desk solution to partners, SaaS ISVs (independent software vendors) and customers. The Fujitsu-Nimsoft cloud partnership will start in Australia and New Zealand before expanding worldwide. Here’s the potential upside for Fujitsu and Nimsoft.
Nimsoft CEO Chris O’Malley has exited the managed services and cloud services software company, sources tell MSPmentor. Going forward, Nimsoft’s sales, marketing and engineering organizations will report directly into Nimsoft parent CA Technologies, the sources added. Here’s the background.
Both ConnectWise and N-able Technologies say they look forward to maintaining a healthy, ongoing relationship with NTRglobal — which ASG Software acquired today. NTRglobal offers cloud-based help desk, remote access and IT service management (ITSM) solutions. ConnectWise and N-able each have had strategic relationships with NTRglobal since at least 2009. Here’s the background.
Virtela, which provides managed network, security and cloud services, has extended the reach of its IT automation and predictive analytics platform to include support for data centers and for private cloud environments.
Alert Logic, the security as a service software provider for the cloud, has released two new security software solutions as an added layer of network protection, particularly for its end-user business customers currently using the Amazon EC2 cloud environment. The development comes as Alert Logic tries to capitalize on the findings of its most recent cloud security services report, which found that cloud environments pose a lower security risk than on-premise solutions.
Cloud-based help desk software provider Zendesk has announced a new Search Analytics feature designed to help organizations get insights into customers who prefer using self-service content.
The IT service management sector is red hot with competition these days. It seems as though the IT service management software provider ManageEngine either releases or upgrades a security product every day. Then BMC Software shook the industry up last month by acquiring Numara Software, a SaaS provider. And now more news from BMC, as the IT management software provider has made public its managed services deal with Lenovo, the world’s second largest personal computer vendor. Here’s the update.
Continuum, as expected, has named Bob Barnes (pictured) as its vice president, Global Service Delivery. In this newly created position, Barnes will oversee Continuum’s network operations center (NOC) and help desk services. It’s a safe bet Barnes also make sure that Continuum’s partner technologies — particularly Datto and LogMeIn technologies — integrate deeply into the Continuum NOC and help desk offerings. Here’s the deeper story.
Continuum, which promotes a range of services to MSPs, appears close to announcing a strategic hire for a new position — VP of worldwide service delivery. Plus, Continuum is evaluating potential strategic acquisitions, according to CEO Michael George. Here’s the update — and the potential implications for managed services providers.
NetEnrich continues to differentiate itself in the NOC (Network Operations Center) market. The latest move involves remote operations center (ROC) offerings that assist MSPs serving midmarket customers — especially customers running Microsoft business applications.
You may have noticed that I recently disappeared from MSPmentor for a few days (I’m sure you all really missed me). I promise, I had a legitimate excuse. I got married. Can you think of a more valid reason to take some time off?
In recent months, the managed services market and the media — including MSPmentor — have sometimes lumped help desk services and NOC (network operations center) services together. It’s time to pause and remind MSPs: As you seek to more carefully manage customer infrastructure and individual users, you’re going to need separate NOC and Help Desk services that are well coordinated with one another.
BMC Software has released the newest version of its BMC Remedyforce Service Desk solution. The development comes just weeks after BMC acquired Numara Software, a SaaS provider.
Avaya is pulling the covers off a new custom managed communications offering aimed at the enterprise space and available through its channel partners.
When Presidio officially announces the buyout of BlueWater Communications Group on February 29, the deal will have cloud computing and managed services written all over it. Here’s why.
Live Virtual Help Desk, which offers Help Desk and NOC services to VARs and MSPs, appears to be building relationships with Arrow Fusion (the cloud arm of the IT distributor) and ThinkGrid (a cloud services company that enables the IT channel).
The MSPmentor Job Board is back after a week off, and what a difference a week makes. There are several new openings for market and sales professionals, as well as help desk managers.
Nimsoft, the IT service management (ITSM) and IT monitoring software provider, has named its first major client of 2012 in the form of Fortior Global, an integrated project controls solution provider in Australia.
Competition among remote monitoring and management (RMM) software providers is beginning to heat up in 2012. And as is usually the case, intense competition is leading to rapid software solution innovation. The latest example? The RMM provider Level Platforms has introduced its signature Managed Workplace 2012 edition with one of the hottest new business management software features on the market today — mobile device management (MDM) software.
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