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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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NOCtober Is Almost Over, But Beware: Frankenstein IT Lives On!

Posted October 23, 2014by Mary McCoy

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BOO! Of all the things that go bump in the night, you should be most afraid of Frankenstein IT haunting your MSP business. Are you stitching all of your IT services together, hoping to create the ultimate solution? It can be a real monster to manage! Instead, opt for an integrated business model to grow and scale your managed IT services.

I’ve Created An RMMonster!

If you were to engineer the perfect Remote Monitoring and Management (RMM) software solution, would it include the full portfolio of services you would like to offer as an MSP, like Backup and Disaster Recovery (BDR), Cloud, MDM, etc.? How would you assemble your ideal RMM provider? You’d want a vendor with a proven Service Level Agreement (SLA) track record, the ability to expand services to meet your future needs, and the capacity to offer 24x7x365 client support, no doubt.

So you know what you want to offer clients, but how do you implement this? If you’re like many MSPs, you piece together separate widgets that don’t support one another and pass the combination off as a holistic offering. Stop right there, Victor Frankenstein! Do you really want to deal with separate logins and disparate customer data located in different systems? That’s a serious pain in the aaS. What then do you do? If you avoid this Frankenstein IT and offer a narrower range of services, you lose potential revenue and increased profit margins. Neither is ideal. The solution is simple – invest in a unified IT solutions platform.

It’s Aliiiiiiive…No Actually, It Exists!

Get the RMM of your dreams, not your nightmares! Look for functionality that includes alerting, automated recommendations, remote control, scripting, patch management, antivirus software, and reporting. No more ticket filtering! Partner with an RMM provider that offers two-way ticket integration and proactive issue resolution with leading PSA solutions. Look for an RMM platform backed by a network operations center (NOC). These techs act as an extension of your IT staff, categorizing tickets and fixing the most urgent issues first, consolidating all identical issues and delivering them in one ticket.

RMM with Humanity: The Power of a Network Operations Center

Are you using a platform that allows you to efficiently backup, monitor, troubleshoot and maintain clients’ desktops, servers, mobile devices and other endpoints from a single pane of glass? Is your RMM solution backed by an industry-leading network operations center (NOC), one that provides 24x7x365 support? All month long, we're highlighting the power of a Network Operations Center as part of our #NOCtober awareness campaign. NOCs allow your highly skilled IT technicians to focus on strategic growth and revenue-producing projects.

You’re in the managed IT services business, not the business of managing software!


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Meet Mary! Mary McCoy is a Demand Generation Programs Manager at Continuum, where she's worked for over two years. Mary primarily manages the MSP Blog and has consulted with hundreds of partners, lending website, blog and social media support. Before that, she graduated from the University of Virginia (Wahoowa!) with a BA in Economics and served as digital marketing intern for Citi Performing Arts Center (Citi Center), spearheading the nonprofit’s #GivingTuesday social media campaign. Like her school’s founder, Thomas Jefferson, Mary believes learning never ends. She considers herself a passionate, lifelong student of content creation and inbound marketing.

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