Last time we discussed the deliverables of the four business models in our continuing discussion:
Resellers/System Builders
- Break-Fix Services Providers
- Professional Services Providers
- Managed Services Providers
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:
- Customer relationship management (CRM) capabilities
- Service request or trouble ticketing capabilities
- Scheduling & dispatching capabilities
- Time & expense tracking capabilities
- Inventory control capabilities
- Asset management capabilities
- Configuration & change management capabilities
- Knowledgebase capabilities
- Resource management capabilities
- Integration of quoting & invoicing with accounting systems capabilities
- Sales funnel capabilities
- Robust, customizable reporting 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:
- Customer relationship management (CRM) capabilities
- Service request or trouble ticketing capabilities
- Scheduling & dispatching capabilities
- Time & expense tracking capabilities
- Inventory control capabilities
- Asset management capabilities
- Configuration & change management capabilities
- Knowledge base capabilities
- Resource management capabilities
- Integration of quoting & invoicing with accounting systems capabilities
- Sales funnel capabilities
- Robust, customizable reporting 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:
- Customer relationship management (CRM) capabilities
- Project scoping capabilities
- Technical drawing capabilities
- Project quoting capabilities
- Project planning capabilities
- Equipment and parts ordering capabilities
- Project management capabilities
- Integration of quoting & invoicing with accounting systems capabilities
- Sales funnel capabilities
- Robust, customizable reporting 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.
- Customer relationship management (CRM) capabilities
- Project scoping capabilities
- Technical drawing capabilities
- Project quoting capabilities
- Project planning capabilities
- Equipment and parts ordering capabilities
- Project management capabilities
- Integration of quoting & invoicing with accounting systems capabilities
- Sales funnel capabilities
- Robust, customizable reporting capabilities
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:
- Customer relationship management (CRM) capabilities
- Service request or trouble ticketing capabilities
- Scheduling & dispatching capabilities
- Time & expense tracking capabilities
- Inventory control capabilities
- Asset management capabilities
- Configuration & change management capabilities
- Knowledge base capabilities
- Resource management capabilities
- Integration of quoting & invoicing with accounting systems
- capabilities
- Sales funnel capabilities
- Robust, customizable reporting 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:
- Hardware asset, role and inventory information
- Operating system, application software and licensing and patch level information
- Device IP address information
- Physical system information (memory, disk, NIC, etc.)
- Running processes
- Up/down device status
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:
- WMI/Syslog/SNMP monitoring capabilities
- Multiple alerting capabilities – email/text page/pager
- Configurable and customizable alerting capabilities
- Supports escalation
- Outputs detailed logging
- Supports multiple operating systems
- Supports critical server monitoring functions – Exchange, SQL, IIS, SharePoint, Linux, Novell
- Supports multiple types of hardware – PCs, Macs, servers, routers, switches, firewalls, Printers
- Supports Multiple 3rd-Party Software Monitoring
- Supports operating system and software patch management and updates
- Easily Integrates with PSA solutions
- Supports remote control of monitored devices
- Script, schedule and automatically execute otherwise costly, labor-intensive activities
- Robust, customizable reporting 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
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