MSP University Managed Services Blog

Secrets to Improving an I.T. Services Practice Part 1

What are the secrets to service practice improvement? In our experience, there are several questions that need to be answered before a service provider can develop a plan for improvement. The first question is: what service delivery model does the provider currently practice? In order to answer this question, we need to identify a core set of service delivery models to work from. For purposes of this discussion, let's establish these as:

1. Resellers/System Builders
2. Break-Fix Service Providers
3. Professional Service Providers
4. Managed Service Providers

Each of these service provider groups face their own unique challenges in terms of deliverables, staffing, marketing and sales and business operations. The provider will need to make decisions on internal and external business process modifications specific to their service delivery model in order to improve their individual practice. But prior to making these decisions; and in addition to identifying their service delivery model, the provider must also understand where they are in terms of their business mode, which will fall into one of the following categories:

1. Maintain
2. Maximize
3. Migrate

A provider whose business is in Maintain mode is not currently seeking to actively grow their business, but instead simply to maintain the clients that they currently have, and not lose any. If the provider picks up an occasional clients via referral, that's just icing on the cake. This might be characterized as a "lifestyle" business model by some.

A provider whose business is in Maximize mode is actively seeking ways to improve their business processes, efficiencies and profitability, and is actively focused on investing in and growing their practice.

A provider whose business is in Migrate mode is actively seeking to, or currently executing a migration strategy to move from one service delivery model to another.

A clear understanding of all of these variables is required for a provider to develop their service improvement strategy, as a resultant combination of factors will dictate the specific modifications, timing and phasing of the provider's service improvement plan.

Next time: Characteristics of the 4 business models.

Erick Simpson
MSP University
www.mspu.us

The Best I.T. Service Delivery BOOK EVER! Now Available for Pre-Order!

Yes - it's finally ready for pre-order!

 

The Best I.T. Service Delivery BOOK EVER!

Thanks for your patience - we are ready to start accepting pre-orders for the next in our best-selling series of books by I.T. Service Providers for I.T. Service Providers!

Following in the footsteps of the last 2 best-selling books in our Managed Services Series: The Guide to a Successful Managed Services Practice, and The Best I.T. Sales & Marketing BOOK EVER!, this new publication continues our goal of documenting best practices for each and every area of a successful I.T. and Managed Service Provider's practice.

The Best I.T. Service Delivery BOOK EVER! reveals how to deliver Hardware Warranty, Break-Fix, Professional and Managed Services effectively and profitably. No matter which of these service delivery models you practice, you will learn how to maximize processes, efficiencies and customer satisfaction - resulting in higher net profits.

In addition, effective migration strategies are detailed to help you move from one service delivery model to another, affording you the ability to create additional revenue streams. These methodologies have helped thousands of Solution Providers tremendously increase their revenues.

Ship date for The Best I.T. Service Delivery BOOK EVER! is October 6th, 2008, but we are now accepting pre-orders at a $50 discount over cover price!

Click here for more information, a table of contents, and how to pre-order now for only $99.99 - and save $50 over the cover price!

Also check out our special pre-order savings offer for the Best I.T. Service Delivery BOOK EVER! PLUS its companion Audiobook as a bundle and save even more!

The ONLY Service Delivery book written by Service Providers for Service Providers covers 4 Service Delivery Models and their:

• Characteristics
• Deliverables
• Pricing and Positioning
• Staffing Requirements
• Hiring, Managing and Training
• Technical Roles and Responsibilities
• Processes and Procedures
• Target Markets
• Customer satisfaction and Loyalty
• Maintenance, Maximization and Migration strategies

And much, much more!

This resource has been highly requested by solution providers and channel organizations worldwide, and fills the void for a service-specific work for the IT industry, covering hiring and compensating, training and managing staff; along with project management, quoting, and service delivery for all service provider groups.

"The Best I.T. Service Delivery BOOK EVER!" applies the most highly effective I.T. and Managed Services delivery techniques ever developed to increase your efficiencies, client relationships and revenue, and provides a roadmap to migrate from one service delivery model to another!

We've included everything you'll need in The Best I.T. Service Delivery BOOK EVER!, allowing you to:

• Identify or establish your current service delivery model
• Understand key characteristics and important considerations for each service delivery model
• Determine whether you are in Maintain or Maximize mode, and if you are ready to Migrate
• Recognize the key staff necessary for each model and mode
• Create an effective hiring, compensation, training and management process for all staff
• Improve customer satisfaction, become a Trusted Advisor and sell more solutions and services to your clients

Ship date for The Best I.T. Service Delivery BOOK EVER! is October 6th, 2008, but we are now accepting pre-orders at a $50 discount over cover price!

Click here for more information, a table of contents, and how to pre-order now for only $99.99 - and save $50 over the cover price!

Also check out our special pre-order savings offer for the Best I.T. Service Delivery BOOK EVER! PLUS its companion Audiobook as a bundle and save even more!

Thank you for your continued support and feedback as we continue in our efforts to provide you meaningful tools and resources to improve your I.T. and Managed Services practice.

Erick Simpson
MSP University
www.mspu.us

Microsoft Hires Jerry Seinfeld to work with Bill Gates?

In a move certain to relieve the frustrations of many Microsoft partners who have been waiting and waiting for Microsoft to address the incredibly creative, funny and successful Apple campaigns targeting Windows Vista, TGDaily reports today that Bill Gates will appear in a marketing campaign featuring Jerry Seinfeld addressing the Apple message.

vs.

According to TGDaily:

"Microsoft will begin firing its marketing artillery against Apple starting September 4 in an effort to derail Apple's campaign to create of Mac computers as being cool and Vista PCs being failures. The ads will feature a "Windows, Not Walls" tagline and are expected to highlight Vista's openness and criticize Apple's integrated business model approach that leaves very little room for user requests. Jerry Seinfeld will add a touch of Hollywood, for which Microsoft reportedly paid $10 million."

Read the entire article here.

Let's just hope it's not a case of too little, too late…

Erick Simpson
MSP University
www.mspu.us

New Microsoft TS2 Schedule Announced!

Our good friend Charles Van Heusen from the TS2 team was kind enough to send over the first 8 dates and locations for the new TS2 events announced today. It's time to get educated on SBS and EBS 2008, Response Point and Software + Services, so I strongly encourage you to leverage this valuable Microsoft resource and register for one of the following live events:

Date	City	State	Click here to register!
8/19/2008	Jacksonville	FL	TS2
8/19/2008	Chicago	IL	TS2
8/21/2008	Columbia	SC	TS2
8/21/2008	St. Louis	MO	TS2
8/26/2008	New York	NY	TS2
8/26/2008	Des Moines	IA	TS2
8/28/2008	Edison	NJ	TS2
8/28/2008	Kansas City	MO	TS2

Partners – Attend a TS2 event!

Join us at the next TS2 event in your area, where we will focus on exciting Microsoft technologies that will broaden your portfolio of customer offerings and boost your ongoing revenues.

The Microsoft TS2 team will offer sales tips to help you promote the following products:

• Small Business Server 2008 & Essential Business Server 2008
• Response Point VoIP Phone System
• Software + Services

Register now! Make sure you www.MicrosoftTS2.com to meet the team, view educational webcasts, and more!

Erick Simpson
MSP University
www.mspu.us