5 Overlooked Outsourcing Opportunities for MSPs
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Transcript of 5 Overlooked Outsourcing Opportunities for MSPs
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Sponsored by:
5 Overlooked Outsourcing Opportunities for MSPs
June 7, 2012
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Welcome
Joe Panettieri, Editorial Director
Nine Lives Media, a Division of Penton Media
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What We’ll Cover
• The most popular managed services offerings
• Determining “core” vs. “chore” services • The most common overlooked
outsourcing opportunities • Your questions throughout
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Managed Services in the Enterprise
• 75 percent of MSPs in the MSPmentor 100 serve customers with at least 101 seats
• Remote monitoring remains the most popular managed service among MSPmentor 100 members (97 percent)
• MSPmentor 100 companies manage 2.7 million desktop and mobile devices (up 50 percent from 2010)
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Please Welcome
Phil O’Konski Director
Managed Services Integration
Datalink
Greg Donovan Vice President
Service Provider Practice Nimsoft
John J. O’Donnell Vice President IntelliNet Corp.
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Welcome
Phil O’Konski Director, Managed Services Integration
Datalink
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About Datalink
• Year Founded: 1987
• Headquarters: Eden Prairie, MN
• Number of Employees: 400
• Market Focus: Fortune 500, Mid-Tier Enterprises
• Types of Services Offered:
– Consulting
– Design
– Implementation
– Management
– Support
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Welcome
John J. O’Donnell Vice President IntelliNet Corp.
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About IntelliNet Corp.
• Year Founded: 1997
• Headquarters: Cleveland, OH
• Number of Employees: 100
• Market Focus: Enterprise
• Types of Services Offered: – NOC services (24/7/365 networking monitoring, network
support, help desk)
– Application services (software deployments, app support, app development)
– Service delivery (project management, service assurance)
– Network services (architecture, implementation, support)
– Desktop services (desktop lifecycle management, end user support, VDI implementation, OS and app management)
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Welcome
Greg Donovan
Vice President Service Provider Practice
Nimsoft
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Nimsoft – Who We Are Bridging the Gap between Business and IT Leading from the Front
• Independent division within CA
• Direct offices worldwide
• USA, UK, Spain, Norway,
Germany, Sweden,
Australia, Benelux,
Singapore, India,
Latin America
• 1,000+ customers worldwide
• Corporate IT and MSPs
Growth Momentum: Nimsoft Since Acquisition
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The MSP’s Customer CIO: Core
vs Chore • Core: Run the business
– Sales
– Manufacturing
– Finance
• Core: Enable users to do their jobs
• Chore:
– Running datacenter
– Network operations
– CRM/ERP systems management
– ITSM applications
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Polling Question
How many managed services on average do you provide your customers?
A. None
B. One to two
C. Three to five
D. Six or more
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Overlooked Opportunity #1 Monitor Application End User Experience
– Resonates with business owners, senior executives • It’s about revenue and profit
• Sophisticated MSPs are selling C-levels killer application
performance
– Flips focus from commodity bottoms-up
infrastructure pursuits to high-value, top down
application experience • Infrastructure-only monitoring of little value if customers
can’t conduct their business transactions
– E2E measurement of customer’s vital business
applications • Example: Large oil company, critical app, five geographies,
oil traders need sub-second response time
• Example: e-Comerce site, customers not generating
revenue, app and infrastructure teams pointing fingers
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Overlooked Opportunity #2
Managed SharePoint Services
• Care and feeding of SharePoint after setup
• Providing administrative services, ensuring
SharePoint is configured and maintained
effectively:
– Adding users
– AD integration
– Enable employee access to other SharePoint sites
– Deploying new widgets
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Overlooked Opportunity #3
‘Managed Monitoring’ Services
– It’s about ‘making IT look good’
• Shifts the mindset of displacing IT or becoming your
customer’s IT department to helping make your
customer’s IT department look good
• Enables IT to focus on delivering value for their
business, not maintaining tools
– Monitoring tool administration
• Administer end customer’s monitoring tool; adapt
monitoring to constantly changing IT – persistent
observance and configuration to ensure valid data
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Overlooked Opportunity #3 (cont.)
‘Managed Monitoring’ Services (cont.)
–Monitoring customer’s end-to-end IT
• Customer application and infrastructure monitoring
services
– Alarm noise reduction, sift through false alarms, root
cause
– Customer notification and escalation of critical issues
– Unified dashboards and reporting
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Overlooked Opportunity #4
Modernize Gentrified IT Systems
- Update old equipment with modern IT
solutions
• e.g., build/manage/monitor private clouds
(Vblock, Flexpod or lower-end lookalikes) either
on customer’s premises or in your or your
partner’s data center
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Overlooked Opportunity #5
Managed VoIP Services
– Lots of movement from aging systems to VoIP
– Underserved SMB market
• Significant uptake but lots of SMBs leave it unmonitored – no place to go when problems occur
• VoIP vendors largely ignoring managing/monitoring SMB
– Help customers decide most important VoIP monitoring points for their business
• Thousands to consider, narrow to the critical few
– Deliver proactive managed services across VoIP infrastructure to ensure peak performance
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Bonus: Overlooked Opportunity #6
Leverage 7x24 help desk for after-hours
services, such as:
• End user support for patient information
system
• Website navigational support, password resets
• End user support for hotel Wi-Fi service
provider
• Password resets
• End user support for basic PC tasks
• Microsoft Office Q’s, printing issues
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Bonus: Overlooked Opportunity #6 (cont.)
Leverage 7x24 help desk for after-hours
services, such as: (cont.)
• End user support for two-factor
authentication
• Manage hard/soft tokens, reset passwords, ship
when lost
• Data Center walk-throughs, ensures
compliance
• 2 a.m., 6 a.m. walk-throughs, check
temperature/water/etc.
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Ask the Experts
Phil O’Konski Director
Managed Services Integration
Datalink
Greg Donovan Vice President
Service Provider Practice Nimsoft
John J. O’Donnell Vice President IntelliNet Corp.
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Where Can I Get More Information?
Nimsoft.com
Nimsoft.com/mspzone
Modern IT Blog: blog.nimsoft.com
Socialize with Nimsoft!
Twitter: @nimsoft
FB: facebook.com/Nimsoft
LinkedIn: linkedin.com/company/Nimsoft/
SlideShare: slideshare.net/NimsoftMonitoring
YouTube: youtube.com/user/Nimsoft
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Our Next Channel Expert Hour Webcast
Date: June 20
Time: 11:00 a.m. PT/2:00 p.m. ET
Topic: Recurring Cloud Backup Revenue: 2 Options for VARs & MSPs
Register: mspmentor.net/events
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Nine Lives Media Contacts
Editorial
Joe Panettieri, Editorial Director
Sponsorship
Amy Katz, President