By using cloud computing and virtualization technologies, corporate enterprises have gained advantages that they have never before realized: consolidated computing environments, reduced hardware and software management, and cost containment. As a result of continually decreasing costs and increased benefit, these solutions are now becoming widely utilized in Mid and Small business markets as well.
But for MSPs, new challenges have arisen by throwing multiple deliverables together into a constantly growing value-added smorgasbord for their clients. That is why you need to have a good management system in place to streamline your service delivery processes and increase your efficiencies. Here is what to look for in management systems:
Total Integration
For maximum efficiency you need a solution for managing networks, systems, services and applications as well. But that is just the beginning. To best serve your clients, your solution requires other management capabilities as well, such as CRM functionality, robust reporting, invoicing, asset management, integration with your accounting system, inventory control and more.
Cross Computing Environments
The ability to use these solutions in cross-platform environments is a key component made increasingly more necessary as market share is gained by operating systems other than Microsoft Windows - hence the need for not only Windows support, but Linux/Unix, Mac compatibility and more.
NOC and Service Desk Tools
The ability to auto-generate trouble-tickets based on alert conditions and remediate simple incidents through scripted responses makes maintenance and service much more proactive, efficient and effective. Popular RMM tools such as Kaseya and Level Platforms offer these capabilities, along with a host of other features to offload many of the labor-intensive chores of a NOC such as patching and updating devices, operating systems and applications. Maintaining a robust knowledgebase is a key to speeding identification and remediation of previously resolved issues, and this component is included in most PSA solutons on the market today, such as ConnectWise, Autotask and Tigerpaw.
The next question in this discussion: do you allow your clients some level of management and customization in your toolset? The answer to that will depend on the client and the reasons for providing some of that control. Again, most popular RMM and PSA solutions offer some level of access and rights management for additional users, so you may decide to share these benefits, or even market them to your clients when it makes sense. Does doing so invite the possibility for conflicts and configuration problems to occur? Certainly, but the bigger issue is one of meeting client needs and flexibility.
With stringent guidelines in place and carefully monitored access, certain parts of your MSP tools can be client managed. This will allow a client to feel less like a customer and more like a partner - especially if you service the Mid and Enterprise markets, where the potential for your supporting an internal IT resource or team is more likely, and sharing your toolset can build a stronger relationship. On the other hand, this can also uncover inadequacies in the internal IT resource or team, so tread lightly here, and work to help these resources improve their efficiencies and effectiveness, garnering their trust and support. This way you are perceived as the Trusted Advisor from both the decision maker and their IT resource(s). And isn’t that what you want?
With the above systems fully implemented, you will be able to provide effective management for your clients' environments as well as for your own internal operations.
Resource management in a cloud computing environment is challenging to say the least. RMM and PSA solutions are being revved to support these solutions. That is why it is important for you to select and configure your solutions now, as the more your client base grows and your solutions diversify, the more you will need these systems. And once they have been implemented, you will be better able to meet the needs of your clients, and keep your own cost structure under control as well.
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Erick Simpson
MSP University
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