Service level agreements (SLAs): Many MSPs offer them. But do you really have to? And if so, how can you design SLAs that give your customers peace of mind without putting undue stress on your own business. Get Started: Register to enter our Resource Center, where you’ll be able to download numerous guides to building and running your managed services business. And check back often. We post new guides in the MSPmentor Resource Center every week.
When the MSPWorld conference kicks off this week (Feb. 1-3, Miami, Fla.), a healthy portion of the event content will focus on cloud computing and cloud services. That’s hardly surprising, considering nearly 60 percent of top MSPs now offer cloud and SaaS services to their customers, according to our fifth-annual MSPmentor 100 report. But what cloud trends will be on display at MSPWorld? Here are some guesses.
If a customer doesn’t see the business value in what you do, your services are expendable. It’s a harsh reality, but one that we all face. As an MSP, the challenge lies in communicating your customer value day-in and day-out. For most, promoting value at the front end of the sale to earn the customer’s business comes easy. But once the ink dries, many MSPs turn the focus to meeting the SLA (service level agreement) and recognizing the recurring revenue. The selling stops. The relationship is managed, but is the business still being earned and relationship nurtured?
Net Optics, which develops network monitoring solutions, has made two acquisitions in an attempt to expand its global reach and provide its customers deeper and more insightful network reports. Specifically, Net Optics acquired TripleLayer (an Australian technology distributor) and TripleLayer’s sister company nMetrics (a network and application software provider).
BrightGauge believes it has built an easier way for managed services providers (MSPs) to create and deliver performance reports to customers. BrightGauge’s cloud-based application, championed by Eric and Brian Dosal (pictured), involves a five-step process to generate customer reports. Here’s an overview.
When CA Technologies launched ARCserve MSP 2.0 licensing today, it was only one piece of a three-part story. First, CA is striving to make ARCserve licensing more appealing to managed services providers (MSPs). Second, CA wants to ultimately connect the dots between ARCserve and public cloud storage. And finally, CA wants to eliminate any lingering concerns about its commitment to channel partners.
Cloud computing was only half the story at last week’s IT Nation conference in Orlando, Fla. Attendees — mostly MSPs and VARs — also focused heavily on mobile device management (MDM) and the growing influence of tablets in the workplace. But instead of talking cloud vs. on-premises or notebooks vs. tablets, it’s time for MSPs to focus their sales and business strategies on the complete end-user experience. Here’s why.
How do you need to adjust your service level agreements to blanket cloud services and managed services? We’ll share the answers this Wednesday, November 2, at 2:00 p.m. eastern during our next Channel Expert Hour webcast. Register now to join us, and you’ll hear from experts who have developed successful SLA agreements for cloud services and managed services.
Our next webcast is today (Wed., Oct. 19 at 2:00 p.m. eastern). Join us as two MSPmentor 100 companies — Kevin Crowe from Long View Systems and Tim Hebert from Atrion — describe how they maxed out their recurring revenues in 2011, and where their respective cloud and MSP strategies are heading in 2012. Crowe and Hebert will reflect on 2011 outcomes and preview 2012 game plans during our webcast. Instead of writing your 2012 business plan from scratch, borrow some great ideas from two top MSPmentor 100 companies and Nimsoft, the event’s sponsor. Bonus: Nimsoft CEO Chris O’Malley will join in to answer your questions live.
Our next webcast is this Wednesday (Sept. 21 at 2:00 p.m. eastern). We’ll reveal how you can deliver new customer value with the managed IT services tools you already have. Our expert guest speakers include two savvy MSPs (Rick Vines, president, Axcell Technologies; Michael Nelson, president, TLC Tech) and the always engaging Eric Townsend, SMB market development manager at Intel. During this Channel Expert Hour webcast we’ll cover best practices for customer satisfaction and retention. MSPmentor Editorial Director Joe Panettieri will be on hand to moderate the discussion and to ensure our experts answer your questions. Please join us.
A the MSPWorld conference in Austin, Texas, companies such as Enterhost, GoGrid and Veddio are pitching cloud partner programs, cloud referral programs and cloud dashboards for MSPs. If the efforts work as advertised, MSPs can potentially pursue a growing range of recurring revenue opportunities tied to cloud services.
So, you’re a managed services provider (MSP) that’s set to buy or sell a business. Once the details are hammered out and the deal is official, only three words matter: Focus, integration and execution. Plus, it’s critically important for the seller to think of a merger or acquisition as a starting line rather than a finish line. Here’s why.
Generally speaking, SMB customer networks across the U.S. east coast are running well following Hurricane Irene. But flood waters and extended power outages have complicated the recovery process for some managed services providers (MSPs). Nearly 5.5 million people lack power/electricity on the U.S. east coast, and in some cases power providers say repairs could require a week of work.
My week started with a minor earthquake. Apparently, it will end with a hurricane. As Hurricane Irene heads up the U.S. east coast, most of my neighbors here on Long Island are securing their yards and loading up on water, batteries… you know the drill. As for me? I’m blogging — and delegating Hurricane Preparation Duties to my always-reliable wife. So, what should managed services providers be doing right now? Here’s the checklist.
Portions of Microsoft’s Office 365 and Dynamics CRM Online suffered a five-hour outage today. Microsoft says a networking issue — rather than a true cloud outage — impacted some North America cloud customers. Either way I was left wondering: Are customers and MSPs essentially helpless when Microsoft’s cloud can’t deliver applications?
Anecdotal evidence suggests the managed services market is experiencing healthy growth. But the situation looks alarming at Computer Sciences Corp. (CSC), which is struggling in the managed services market amid missed SLAs (service level agreements), accounting adjustments and contract terminations, according to an SEC filing. CSC’s business challenges have triggered rumors that the company may break itself up.
Consider this riddle: How can VARs and MSPs monitor — and enforce — their service level agreements (SLAs) with cloud service providers? CA Technologies may have solved that riddle by acquiring WatchMouse today. The CA-WatchMouse deal also shows how CA is targeting acquisitions that bolster multiple CA divisions and products — including Nimsoft and CA Application Performance Management (APM).
Which campus isn’t looking to save a buck these days? Some colleges and universities are cutting classes, downsizing staff, even closing campus extensions in order to save a dollar. But, as Cuyahoga Community College in Ohio claims, there’s a less dramatic way to save money: managed print services.
During a typical month, roughly 120 managed services providers (MSPs) embrace LabTech Software, a remote monitoring and management (RMM) software platform. So how does LabTech plan to scale its customer support as it onboards more MSPs? Michael Johnson, manager of professional services at LabTech, offers some insights.
How can you optimize your service desk to (A) improve customer satisfaction and (B) scale your managed services business? Join our next MSPmentor Live webcast today (Wednesday, July 20, 2:00 p.m. eastern) and ask our experts your top questions. Our guest speakers will describe how to build, automate and scale your service desk to improve operational efficiency, customer support and customer loyalty.
At Microsoft Worldwide Partner Conference 2011 (WPC11), the software giant has successfully communicated momentum on a number of fronts — everything from Windows Azure adoption to Windows 7 deployments. But there’s an elephant in the room for some MSPs. At times I’ve ignored it, minimized it and turn away from it. Still, there’s no denying that Microsoft’s cloud billing policies continue to annoy some very influential managed services providers (MSPs) here at WPC11.
When MSPs think about the benefits they provide their SMB clientele, they probably focus on internal efficiencies that can benefit the bottom line. But MSPs need to take a broader look at how their services can aid all aspects of an SMB’s operations. For example, managed contact center services can aid your SMBs clientele in providing high quality customer service, and even in charging a premium for them.
New business initiatives continue to develop at KODAK. The latest example: Kodak Service and Support will provide on-site support for Avere Systems‘ network-attached storage (NAS) solutions. It’s the latest example of a big, legacy company pushing deeper into IT services. Here’s the background.
As you may recall, SNC Squared is a managed service provider that lost its office during the recent tornado that leveled Joplin, Missouri. Behind the scenes, HTG Peer Groups helped SNC Squared to keep its business online. The HTG assistance was part of Hands That Give — an insurance policy and emergency program to help member VARs and MSPs during times of professional or personal crisis. Now here’s the interesting twist: The seeds for Hands That Give were planted nearly 40 years ago. Here’s how.
