10 MUST-Haves in an RMM + NOC Provider

RMM/NOC Provider Checklist

IntroA third-party RMM/NOC provider is like an MSP for the MSP. MSPs help their customers focus on their core competencies that produce revenue, while third-party providers free MSPs from cost and labor challenges so they can develop more accounts, bring more devices under management, and increase utilization and revenue potential through expanded and advanced service offerings.

In short, third-party RMM/NOC providers enable MSPs to grow their business without growing expenses or adding additional IT staff.

Here are the 10 MUST-haves you should consider while looking for an RMM/NOC provider….

• Insist on a company that owns both its RMM + NOC services.• Bounded integration

between the RMM + NOC ensure reliable and quality service delivery.

RMM/NOC Provider Checklist

1. Integration

RMM/NOC Provider Checklist

2. Quality of Service

• Provider should detail its level of service and incident response times.

• Any lapses in quality of service are a reflection of you, the MSP.

• Develop an understanding of the technical requirements and capabilities a given partner can provide

RMM/NOC Provider Checklist

3. Types of Services

• Make sure your provider can expand services to meet your future needs.

• Providers that do not have proper capacity will experience deteriorations in service delivery.

RMM/NOC Provider Checklist

4. Scalability

RMM/NOC Provider Checklist

5. Operational Cycles

• Partner with a provider that offers round-the-clock operations.

• Chances are, however, you’ll eventually take on customers that require 24/7 support.

RMM/NOC Provider Checklist

6. Flexible Service Consumption

• A strong NOC will provide an MSP with up to 80% of the expertise, support and resources they require to operate as a fully-functional MSP.

RMM/NOC Provider Checklist

7. Expertise & Resources

• Today, MSPs must deliver support for desktops, mobile devices and printers, as well as security, backup, and business applications

RMM/NOC Provider Checklist

8. SLA Track Record

• Service Level Agreement (SLA): the instrument for establishing and measuring quality of service

RMM/NOC Provider Checklist

9. Financial Stability & Viability• Understand how well the provider is

funded, the background of its investors or funding sources, and the overall fiscal health of the company.

RMM/NOC Provider Checklist

10. Investment & Expansion

• Carefully consider the development and growth plans of a potential partner.

• “How will the NOC keep pace with new technologies that can optimize my existing services?”

The Definitive Guide to Managed IT Services

Ultimately, a third-party collaboration is about time-to-value. When partnering with an RMM/NOC provider, MSPs are free from having to develop and maintain their own infrastructure and applications. While technology remains the MSP’s core focus, the third-party provider enables them to concentrate on strategic operations and objectives, enabling service providers to achieve even faster and greater levels of profitability and relevancy.

This chapter is part of a larger eBook, The Definitive Guide to Managed IT Services.

To download the full eBook, click here.