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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
Our good friend Stuart Crawford has a couple of December Webcasts you won't want to miss:
Goal setting for IT Professionals
Mike Iem at Microsoft Corp in Redmond and Stuart Crawford are hosting a webinar on Dec 19 at Noon Eastern/9AM Pacific time on Stuart's eBook “Goal Setting for IT Professionals”. During this Webcast Stuart will be touching on the importance of goal setting to reach your dreams in your business. REGISTER HERE
Trusted Business Advisor
Integratedmar.com is rolling out their new Trusted Business Advisor program and Robert Cohen has asked Stuart to participate with a number of leaders in Canada’s technology industry.
The Trusted Business Advisor (TBA) program is designed to help VARs prosper. In today’s uncertain economic times, VARs need strong business acumen, access to best practices and easy to use, effective collaboration, marketing and sales tools.
You should attend if you are a… VAR, System Integrators, Solution Providers and/or any other IT channel member who acts as Trusted Business Advisor to your SMB customers. REGISTER HERE
Erick Simpson
MSP University
Join MSP University FREE for all things Managed Services
I have 2 great Webinars scheduled for next week that you won't want to miss!
First, join me on Tuesday, December 9, 2008 at 9:00am PST for our December State of the Industry live Webinar titled:
"Leveraging the Microsoft Events Engine to Increase Your Sales Opportunities"...
REGISTER HERE
My special guest for this valuable session is our good friend Michael "MJ" Murphy, Microsoft Business Development Manager and Local Engagement Team member. If you haven't kept up with my blog on the LET team and their intiatives and goals, you're in for an extra special treat.
MJ will walk us through all of the ways we can leverage Microsoft's resources and reveal how we can maximize our partnering relationship to receive the benefits that the LET initiative can provide. This will be a Webinar you won't want to miss!
About Michael J. Murphy:
MJ Murphy brings over 20 years of technology and entrepreneurial experience to Microsoft's Local Engagement Team. In his role as Business Development Manager he actively engages Microsoft partners who want to grow their businesses through deeper engagement with Microsoft.
So join us on Tuesday, December 9th and learn how to leverage Microsoft's events marketing engine to drive new prospects into your business!
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Next, join me on Friday, December 12th at 9am PST for a very special Microsoft 5W/50 Webinar titled:
Maximizing Service Delivery Profits During Economic Downturns
2009 looks to be another year of belt-tightening for businesses, with the recession now a reality as markets decline and stock indexes hover near their lowest levels since the 1980's. How will our economic outlook affect Service Providers, and what can we do to weather the next 12 months to grow our businesses and become more profitable than we were in 2008? Learn how to reduce costs, increase revenue and leverage existing client relationships in order to sell more solutions as a Trusted Advisor during times of economic uncertainty.
During this timely Webcast I will discuss how the recession will affect your customers and prospects, and what you can do to weather the next 12 months to grow your business and become more profitable than in 2008.
This discussion will include 10 key takeaways that will help you increase your profits in 2009 and beyond.
This has been the most requested keynote and breakout conference presentation I have been asked to deliver this year, and you will be able to see it live on Friday, December 12th at 9am PST!
Erick Simpson
MSP University
Join MSP University FREE for all things Managed Services
Based upon MSP University's successful business, technical and sales and marketing methodologies, our comprehensive boot camps provide attendees the knowledge they need to shorten sales cycles and close more business. Give us 3 days, and we'll give you the tools and techniques to transform your IT sales process into an effective, repeatable revenue generator. Bonus Sales Training: "The tools that you give us are incredible, and the way you've put this together to go out and do a presentation - it's the best I've ever seen." - Pam Tappan, Director of Sales ANS Solutions Our IT Solutions and Managed Services Sales Boot Camps deep-dive into the sales process, and cover: There is simply no other IT Solutions and Managed Services-focused training of this type anywhere! Erick Simpson
What would it mean to your business if you could shorten your existing sales cycles, improve your closing ratios, and successfully increase up-sell and cross-sell results to your prospects and clients?
If you're like most of our partners, the overwhelming answer to this question has been along the lines of "it would change our business!"
Join us on February 25th-27th, 2009 in Orange County, California where attendees will participate in a variety of multimedia training processes and work with their instructors as they learn through direct presentation, audio and video training, and work with forms and PowerPoint presentations to perform mock Client presentations on Managed Services and other annuity-based products and services, and are judged by their instructors as well as their peers.
Our IT Solutions and Managed Services Sales Boot Camps:
Click here to find out more about our IT Solutions and Managed Services Sales & Marketing Boot Camps.
MSP University
Join MSP University FREE for all things Managed Services
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