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Two of our good friends by the name of Stuart are launching a technology radio show in 2009. Stuart Selbst and Stuart Crawford are both great "go-givers" to the I.T. community at large and a wealth of information and life experience. I'm proud to count them among my close friends.
For more on this new project, click here.
Erick Simpson
MSP University
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This limited offer is so unique that I can't think of a similar offer in recent memory!
This offer ends on December 19th, 2008 OFFER EXTENDED TO DECEMBER 31ST 2008! - just in time for the Holidays, and allowing you the opportunity to benefit from these incredible materials during the break and prepare you for success in 2009!
So act now before the deadline - click here to save 50% on these best-selling resources today!
Last time we discussed the deliverables of the four business models in our continuing discussion:
Resellers/System Builders
Now let’s discuss the tools and technologies of each of these service delivery models.
Tools and technology
In order to provide the best services possible for customers, and continually improve their internal efficiencies and capabilities in order to scale, all service providers should consistently evaluate new tools and technologies and budget for investments in these yearly. These investments should be business decisions based upon a clear ROI or benefit to the provider and/or their customers.
Resellers/System Builders
An effective reseller/system builder will be able to document, inventory and manage warranted assets in customer environments and execute a consistent problem management process, insuring service delivery remains within agreed-upon SLA’s. Software tools utilized by the provider to accomplish these activities will include asset management, problem management and remote access/control and remediation solutions. Some remote monitoring and management (RMM) and professional service automation (PSA) solutions provide all of these capabilities.
The reseller/system builder's PSA solution may provide the following capabilities:
Dependent upon the specific hardware and associated components the reseller/system builder warrants, there may be additional software imaging,test, update and remediation tools required or beneficial in order to provide diagnostic, troubleshooting and repair services for their customers. Leveraging these types of software tools help the reseller/system builder gain efficiency and speeds problem identification and resolution, increasing customer satisfaction.
In addition to software tools, the reseller/system builder will require both standard, as well as specialized hardware tools in order to service warranted equipment.
Break-Fix Service Providers
An effective break-fix services provider will be able to manage the I.T. infrastructure in their customer environments and execute a consistent problem management process.
Software tools utilized by the break-fix services provider to accomplish these activities may include asset management, problem management and remote access/control and remediation solutions. Some remote monitoring and management (RMM) and professional service automation (PSA) solutions provide all of these capabilities.
The break-fix services provider’s PSA solution may provide them the following capabilities:
Like the reseller/system builder, the break-fix services provider may also utilize additional software test, update and remediation tools to provide diagnostic, troubleshooting and repair services for their customers. Leveraging these types of software tools help the break-fix services provider gain efficiency and speeds problem identification and resolution, increasing customer satisfaction, which is required in this commodity-based service delivery model.
In addition to software tools, the break-fix services provider will require both standard, as well as specialized hardware tools in order to service equipment in their customer environments.
Professional Services Providers
An effective professional services provider will be able to implement solutions in their customer environments and execute a consistent project planning and management process.
Software tools utilized by the professional services provider to accomplish these activities may include project planning, project management, technical drawing, quoting and pricing tools. Some professional service automation (PSA) solutions provide many of these capabilities.
These software tools may grant the professional services provider the following capabilities:
The professional services provider may also utilize additional software imaging, updating and data and account migration tools during service delivery. Leveraging these types of software tools help the professional services provider gain efficiency and speed implementation to bring solutions in on time and within budget, increasing customer satisfaction.
In addition to software tools, the professional services provider will require both standard, as well as specialized hardware tools in order to implement solutions in their customer environments.
The Managed Services Provider
In order to provide a well-rounded approach to proactive service delivery, the managed services provider must be equipped to monitor and service customer equipment, services and networks, and document the results of their actions. In addition, their profitability increases the more they are able to provide these services remotely.
An effective managed services provider will be able to manage, update and maintain hardware, software and services in customer environments and execute a consistent problem management process, insuring service delivery remains within agreed-upon SLA’s.
Software tools utilized by the provider to accomplish these activities will include asset management, problem management and remote access/control and remediation solutions.
A professional services automation (PSA) solution may provide them the following capabilities:
The ability for the managed services provider to proactively monitor critical devices and services is a fundamental necessity to maintain and increase customer uptime. Many remote monitoring and management (RMM) solutions allow the capability to receive information from customer environments such as:
These RMM solutions allow the configuration of pre-set thresholds for critical devices and services to alert on operation outside of recommended parameters, allowing the provider to take action to maximize customer uptime and maintain SLA’s.
A remote monitoring and management (RMM) solution may grant the managed services provider the following capabilities:
In addition to these tools, the managed services provider may invest in and utilize additional software test, update and remediation tools in order to provide diagnostic, troubleshooting and repair services for their customers. Leveraging these types of tools helps the managed services provider gain efficiency and speeds problem identification and resolution, increasing customer satisfaction. In addition to software tools, the managed services provider will require both standard, as well as specialized hardware tools in order to deliver maintenance services to their customers.
Next time: pricing and positioning used in the 4 business models.
Erick Simpson
MSP University
Subscribe to my blog here
Join MSP University FREE for all things Managed Services
Our good friend Karl Palachuk is having an end-of-year sale over at SMB Books.
If you spend at least $20, you'll get $8 off your purchase just for asking.
See Karl's post on this great offer here.
Erick Simpson
MSP University
Join MSP University FREE for all things Managed Services
UK MSP University Partners in search of a local Peer Group?
Peer groups are recognized as one of the best ways to enable growth and strengthen companies. In his book, "The Breakthrough Company: How Everyday Companies Become Extraordinary Performers", Keith Mcfarland discussed how everyday companies use peer groups as a kind of "scaffolding" to make it to the next level.
In the technology space, HTG Peer Groups (www.htgmembers.com) are leading the way in providing a forum for technology industry resellers who are serious about implementing a model for success in their own businesses through sharing and collaboration of best practices.
No single company has a monopoly on good ideas. Other IT companies like yours have the same issues, ask the same questions, and face the same problems. HTG Peer Groups network similar companies based on their size, number of employees, relative lines of service, ownership structure, and markets served to find unique solutions to common problems. The result is an intimate network where the expectation of confidentiality is an underlying facet of the group's inherent design. The agenda for each meeting is designed around the felt-needs of the group and toward meeting the concerns and issues that face you in a fast-paced, increasingly complex business.
The groups are a recognized force in the industry, being profiled in magazines like Redmond Channel Partner.
The peer grouping experience has arrived in the UK, as HTG has recently launched its first face-to-face group made up entirely of UK-based IT solution providers. The first, highly successful meeting was in London, and the meetings for Birmingham in January are already being planned. Topics that were discussed included customer acquisition, hiring, marketing, managed services, and service metrics. Upcoming meetings include discussions around sales mastery, employee benefits, and transitioning from sales to service. There will be opportunity for the group to interact with US and Canadian-based groups during the year as well, and participate in an HTG exclusive conference in April.
Richard Tubb of Netlink IT in Birmingham wrote in his blog "I came away from the two days literally buzzing with ideas and plans, reams and reams of notes and a number of new relationships with fellow business owners."
As a member of the very first group, HTG1, I can personally attest to the benefit we receive from our "Virtual CEO's" - the other members of our group that help us to continue to grow and develop as a successful, profitable business enterprise.
The group is looking for additional members, and has a limited number of seats available for this face-to-face peer group experience. The process is simple - applications are accepted on the HTG Members website, or If you would prefer to receive additional information, or be contacted directly, please click here and your inquiry will be addressed appropriately.
Erick Simpson
MSP University
Join MSP University FREE for all things Managed Services
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