The MSPmentor team is preparing to wrap up the fifth-annual MSPmentor 100 survey this Friday, December 23. But in the meantime, our bloggers are keeping pace with a range of managed services news and information for MSPs. In fact, here are seven pieces of MSP news and chatter that MSPmentor didn’t have a chance to write for the week ending Dec. 16, 2011.
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Managed Services: 7 Blogs MSPmentor Didn’t Write, Dec. 16
Posted December 18th, 2011 by Joe Panettieri
Another Reason Your Service Desk Needs ITIL: Vendor Certification
Posted July 28th, 2011 by Nimsoft Guest Blog
If there weren’t already enough reasons to embrace ITIL (the Information Technology Infrastructure Library), here’s one more to add to the list: Over the past few years, I’ve heard about all kinds of benefits MSPs gain by aligning their service desk operations with ITIL. That includes improved operational efficiency, optimized service levels that fuel better market traction, and the list does go on.
MKAdvantage Embraces GroundWork for Managed Services
Posted June 15th, 2011 by Nicholas Mukhar
MKAdvantage, a solutions provider in Chicago, has embraced GroudWork Inc.‘s software platform for network and application monitoring. Specifically, MKAdvantage is customizing and extending GroundWork Monitor Enterprise software for specific vertical markets. The MKAdvantage-GroundWork relationship shows where open source may ultimately fit in the managed services market.
LiveTime Integrates Help Desk With Google Docs
Posted May 31st, 2011 by Nicholas Mukhar
LiveTime Software is connecting the dots between help desk software, SaaS and Google Docs. Indeed, the company has introduced a single sign-on capability. The result: Customers can now integrate directly with Google Docs and maintain a single workflow from within LiveTime Service Manager or Novell Service Desk, LiveTime claims.
Memo From Kaseya to MSPs: Document Your Business Processes
Posted September 30th, 2010 by Joe Panettieri
How can managed services providers (MSPs) continue to differentiate from cross-town competitors and regional rivals? Instead of focusing on price, features and functions, Kaseya Executive VP Jim Alves says it’s time for MSPs to focus on documented business processes. Here’s why.
ConnectWise Talks Up Browser, ITIL Support
Posted August 23rd, 2010 by Joe Panettieri
Maybe it’s time for me to eat some crow (again). About a week ago, readers on the MSPmentor LinkedIn group asked me if the ITIL (Information Technology Infrastructure Library) standard had gone mainstream in the managed services market. I downplayed ITIL a bit in my remarks. Fast forward a few days, and ConnectWise is describing several enhancements to its PSA (professional services automation) platform — including beta cross-platform browser support and better ITIL support. Here are the updates.
Would You Dial An Open Source Help Desk?
Posted August 4th, 2010 by Joe Panettieri
From time to time, MSPmentor explores open source trends in the managed services market. There are anecdotal examples of MSPs leveraging open source. But for the most part, I think MSPs serving small business leverage traditional, Microsoft- and Windows-centric tools. Still, OTRS (Open Technology Real Services) caught my attention this week with a 3.0 help desk beta release. As you may have guessed, OTRS focuses on open source solutions. Is the OTRS help desk ready for prime time? Here’s a reality check.
Outsourced Help Desk: Are You Ready to Take the Plunge?
Posted February 25th, 2010 by David Bellini
As a Tampa Bay-area solution provider, I’ve been doing IT for over 27 years. While I’m always on the lookout for new ways to increase efficiency and seize new revenue opportunities, there’s one cost-cutting measure that I’m possibly considering: outsourced help desk. I’ve heard other VARs rave about the results and the ease of implementing this strategy, but I’m not sold on it yet.
ITIL: Part of Your 2009 Managed Services Strategy?
Posted October 8th, 2008 by The VAR Guy
When we launched MSPmentor (in beta form) in 2007, some managed service providers were talking about ITIL (Information Technology Infrastructure Library), a collection of best practices for IT activities and processes. Now as we all march toward 2009, the ITIL buzz is growing across the managed services market. Here’s why.
Kaseya User Conference: 30 Highlights (10 to 1)
Posted June 3rd, 2008 by Joe Panettieri
Here’s the final portion of our Top 30 Highlights from the Kaseya User Conference in Las Vegas.
Digital Fuel Promotes ITIL Service Management
Posted May 6th, 2008 by Joe Panettieri
Finally, the phone call happened. For several weeks, I’ve been playing phone tag with Digital Fuel President and CEO Yisrael Dancziger. We finally connected a few days ago, and Dancziger took the time to walk me through Digital Fuel’s business strategy and latest platform release.
Cisco Unveils Managed Services Strategy
Posted October 31st, 2007 by Joe Panettieri
I hope you don’t mind if I brag for a few paragraphs. Back in September, I predicted Cisco would soon unveil a managed services strategy that included new pricing models for partners. The official announcement came today, in the form of the new Cisco Managed Services Channel Program.
The program currently includes AT&T, CDW Berbee, Bell Canada, BT, Calence, Dimension Data, Getronics, NetStar, Sprint, TELUS, Verizon Business and VSNL. The program includes three managed service program levels, Cisco Powered Managed Service, Strategic Managed Service, and Legacy Managed Service. The premium Cisco Powered Managed Service level currently includes designations for Connectivity, Unified Communications, Security, Mobility and Data Center Services. The program’s entry criterion is based on the Information Technology Infrastructure Library (ITIL) framework of best practices.
By the way, I’ve stated multiple times that ITIL will grow in importance for MSPs. If you’re not familiar with ITIL, it’s time to get up to speed on the standard.
When I first heard about Cisco’s managed services strategy back in September, I wondered if the company planned to launch an MSP platform to compete with Autotask, Kaseya, Level Platforms, N-able and other business process automation companies. However, Cisco insiders repeatedly told me the company did not plan to move into the MSP platform market. Rather, Cisco’s goal is to ensure its product pricing and support models reflect the needs of MSPs.
ITIL: Little Acronym, Big Opportunity
Posted October 1st, 2007 by Joe Panettieri
Over the past few days, visitors to this site have been searching the term “ITIL” quite frequently. So I figured it was time to share some basic info about Information Technology Infrastructure Library (ITIL), and its importance to the managed services movement.
Do IT Smarter VP Says “Partner or Perish”
Posted September 24th, 2007 by Joe Panettieri
As a general rule, our team holds a lot of business meetings at Starbucks. But today the business chatter started in Kinkos — when I bumped into Todd McKendrick, VP of sales at Do IT Smarter. McKendrick shared several pieces of news about the company, which is working closely with Xerox, MXLogic, SonicWall, Silverback and other MSP platform providers.
