MSP Best Practices
Optimizing Your RMM Solution
And Increasing Your Profits
October 16, 2013
Agenda
• Introductions
• Our MSP Expert – Erick Simpson, VP and CIO of SPC
International
– Why it’s important to analyze t...
Stay with us until
the end and you
may win!
About Kaseya
• Enterprise-class IT systems
management for everybody
• Key Facts
– Founded 2000
– STILL privately held
• Mu...
Kaseya Essentials for Solution Providers
http://goo.gl/rskLUU

All in one functionality for
MSPs with a Standard
Solution ...
Why MSPs Choose Kaseya Essentials

A single Kaseya user can proactively manage 1,000s of automated
IT systems and network ...
Industry Expert

Erick Simpson
Vice President & CIO, SPC International
Mr. Simpson is a recognized IT and Managed
Services...
About SPC International
• Solution Provider Community International
- The IT Business Builder
– Provides IT Business Opera...
How Optimize Your RMM Solution
And Increase Your Profits

000000_9
Are you fully leveraging your RMM’s
capabilities to maximize profits?
• Is your RMM solution properly configured
to maximi...
Common RMM Challenges
• Lack of time or expertise in initial
RMM configuration and optimization
• Lack of a standardized A...
Biggest Challenge
Prioritize your top 3 pains and
challenges
1. Too many alerts flooding RMM and
PSA service boards and queues
2. Failure to...
Audit your RMM!
• Business Setup
– Customers/ Machine
Groups /
Departments/
Contacts
– User Accounts and
Roles
– Scopes

•...
RMM Audit Checklist
• Business Setup – eases management!
– Customer organization information
complete
– Customer Machine G...
RMM Audit Checklist
• Daily Basic Monitoring – eases service!
– Servers actively monitored
– Workstations actively monitor...
RMM Audit Checklist
• Alarms and Tickets – eases service!
– Alarms are current
– Dashboards are customized and in use
– Ti...
Control the Alerts!
• Monitor Sets are
key
– Monitor > Edit >
Monitor Sets

• Select the Shared
folder
• Create a New
fold...
Control the Alerts!
• Select the Shared
folder if you wish to
share
• Create a New folder
• Copy an existing
Monitor Set o...
Control the Alerts!
Control the Alerts!
• Make sure to set the alarm thresholds
accurately to eliminate unnecessary
alerting.
Control the Alerts!
• The Collection Threshold defines the log data
that will be collected on that counter over a
specifie...
Optimize Patch Management!
• Determine what patches are missing
using Scan Machine
• Patch Management > Manage
Machines >S...
Optimize Patch Management!
• Determine what patches are missing
using Scan Machine
• Patch Management > Manage Machines
>S...
Optimize Patch Management!
• Get a detailed view of the update status
on a per-machine basis via the Machine
History link.
Optimize Patch Management!
• View detailed information about the installed
and missing patches on each machine with
hyperl...
Optimize Patch Management!
• Select your reboot action
3 ways to deploy updates
• Machine Update
– Select target machines and
schedule updates once

• Patch Update
– Select indi...
Integrate With Your PSA!
•
•
•
•

Reduces complexity
Increases efficiencies
Grows margins
How?
– Your PSA’s
configuration ...
Kaseya VSA API Web Service
1.
2.
3.

4.

Enable VSA API Web Service: System tab >Server
Management >Configure, and select ...
SPC RMM Audit and Optimization
Service!
Phase 1: Complete RMM Audit and Report
• Business Setup

• Patch Management

• Cus...
SPC RMM Audit and Optimization
Service!
Phase 2: Import Custom Monitor Sets and Dashboards
• Import Five Service Monitor S...
SPC RMM Audit and Optimization
Service!
Phase 2: Import Custom Monitor Sets and Dashboards
• Import Five Service Monitor S...
Next Steps
• More on SPC International’s Kaseya Optimization Services
http://s.spc-intl.com/kaseyarmm
• Learn more about K...
MSP Best Practice | Optimizing your RMM Solution and Increasing Your Profits
Upcoming SlideShare
Loading in …5
×

MSP Best Practice | Optimizing your RMM Solution and Increasing Your Profits

1,511 views
1,377 views

Published on

If you are like many MSPs today, as your practice has grown, you’re now dealing with more –and oftentimes more complex – internal business process issues. Optimal configuration of your RMM solution may be at the top of your list!

And if you are using your RMM solution in its native "out of the box" configuration, chances are you are leaving money on the table.

In this 60 minute webinar, MSP expert Erick Simpson of SPC International will teach you how to audit your RMM solution to uncover the top 3 areas for improvement so you can be more efficient and make more money.

You'll learn:
• Why it’s important to analyze the configuration of your RMM solution against industry best practices (and where to get those practices and how do to the analysis)
• How to check thresholds and alerts against user roles and policy settings for maximum effectiveness
• How to audit the integration of your RMM solution with your PSA tool, including a review of dashboards and reports – and learn why this is often overlooked
• How to implement these changes to increase your profitability by 10% to 20% - or MORE
• And much, much more

Published in: Technology, Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,511
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
13
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

MSP Best Practice | Optimizing your RMM Solution and Increasing Your Profits

  1. 1. MSP Best Practices Optimizing Your RMM Solution And Increasing Your Profits October 16, 2013
  2. 2. Agenda • Introductions • Our MSP Expert – Erick Simpson, VP and CIO of SPC International – Why it’s important to analyze the configuration of your RMM solution against industry best practices (and where to get those practices and how do to the analysis) – How to check thresholds and alerts against user roles and policy settings for maximum effectiveness – How to audit the integration of your RMM solution with your PSA tool, including a review of dashboards and reports – and learn why this is often overlooked – How to implement these changes to increase your profitability by 10% to 20% - or MORE • Q&A 2
  3. 3. Stay with us until the end and you may win!
  4. 4. About Kaseya • Enterprise-class IT systems management for everybody • Key Facts – Founded 2000 – STILL privately held • Multi-million dollar R&D • Bench strength via Insight Partners – Offices worldwide in 20+ countries with 450+ employees • 12,000+ customers • Millions of assets managed – 6 patents issued for IT service delivery processes & remote IT management processes • 37 patents pending 4 – Common Criteria (EAL2+) certified and FIPS 140-2 security compliant – ITIL v2 and v3 compatible (Pink Elephant cert in progress)
  5. 5. Kaseya Essentials for Solution Providers http://goo.gl/rskLUU All in one functionality for MSPs with a Standard Solution Package (v6.3) • • • • • Templates Views & groupings Sets – monitors & events Scripts Policies
  6. 6. Why MSPs Choose Kaseya Essentials A single Kaseya user can proactively manage 1,000s of automated IT systems and network tasks in the same amount of time required by a team of technicians using other techniques It’s the industry’s only patented single-server-single-agent architecture; MSPs get enterprise-class capability that is easy to use and easy to afford With 60+% of top MSPs worldwide using Kaseya, they get access to the most robust community available And with so many ISVs plugging in to Kaseya via a seamless integration process, they get an easy way to leverage their existing strategic technology partnerships
  7. 7. Industry Expert Erick Simpson Vice President & CIO, SPC International Mr. Simpson is a recognized IT and Managed Services Author, Speaker and Trainer, and contributor to numerous industry publications and events. Author of "The Guide to a Successful Managed Services Practice", the definitive book on Managed Services, and “The Best I.T. Sales & Marketing BOOK EVER!”, “The Best I.T. Service Delivery BOOK EVER!”, as well as “The Best NOC and Service Desk Operations BOOK EVER!”. Erick has also co-authored the HTG publication “Peer Power – Powerful Ideas for Partners from Peers”. Erick's prior experience includes overseeing the design, development and implementation of Enterpriselevel Help Desks and Call Centers for Fortune 1000 organizations. 7 • • • • Over 20 years experience in the IT industry Microsoft MCP, SBSC Author, Speaker and Trainer Built Call Centers and Service Desks for Fortune 1000 Organizations
  8. 8. About SPC International • Solution Provider Community International - The IT Business Builder – Provides IT Business Operations, Sales & Marketing and Technical Service Delivery Improvement Education & Training Internationally – Hosts the largest library of IT and Managed Services business improvement and transformation resources in the channel • IT Business Builder Learning Management System • Consulting Engagements • Fulfillment Services – 20,000 Members • Kaseya Industry Expert since 2012 8
  9. 9. How Optimize Your RMM Solution And Increase Your Profits 000000_9
  10. 10. Are you fully leveraging your RMM’s capabilities to maximize profits? • Is your RMM solution properly configured to maximize your efficiencies in Service Delivery and Eliminate the Noise of Unnecessary Alerts? • Are your RMM’s Thresholds and Alerts customized to ensure adherence to your published SLAs? • Is your RMM Solution properly integrated into your PSA Solution to maximize automation, improve incident management, resolution and closure? 10
  11. 11. Common RMM Challenges • Lack of time or expertise in initial RMM configuration and optimization • Lack of a standardized Agent deployment process • Integration between RMM and PSA Solution not optimized • Too many alerts flooding RMM and PSA service boards and queues • Failure to utilize patch management and update function properly • Default device polling, threshold and alerting settings not optimized • Failure to optimize reporting to help strengthen service value and improve QBRs • Failure to deploy all of your agents 11
  12. 12. Biggest Challenge
  13. 13. Prioritize your top 3 pains and challenges 1. Too many alerts flooding RMM and PSA service boards and queues 2. Failure to utilize patch management and update functions properly 3. Integration between RMM and PSA Solution not optimized, creating additional labor
  14. 14. Audit your RMM! • Business Setup – Customers/ Machine Groups / Departments/ Contacts – User Accounts and Roles – Scopes • Daily Basic Monitoring – Servers, Workstations – Monitor Sets and Policies
  15. 15. RMM Audit Checklist • Business Setup – eases management! – Customer organization information complete – Customer Machine Groups set up – Customer Departments set up – Customer Staff contact information complete – User Roles set up – Scopes set up and in use
  16. 16. RMM Audit Checklist • Daily Basic Monitoring – eases service! – Servers actively monitored – Workstations actively monitored – Monitor sets assigned to machines – Policies set up and in use • Patch Management – eases headaches! – Patch policies enabled and assigned – Patch alerts are being managed
  17. 17. RMM Audit Checklist • Alarms and Tickets – eases service! – Alarms are current – Dashboards are customized and in use – Tickets managed – Policies set up and in use • PSA Integration – eases labor! – PSA is integrated with RMM correctly
  18. 18. Control the Alerts! • Monitor Sets are key – Monitor > Edit > Monitor Sets • Select the Shared folder • Create a New folder
  19. 19. Control the Alerts! • Select the Shared folder if you wish to share • Create a New folder • Copy an existing Monitor Set or create a new one • Add only the alarms you need and optimize to reduce unnecessary noise by editing Counter Thresholds
  20. 20. Control the Alerts!
  21. 21. Control the Alerts! • Make sure to set the alarm thresholds accurately to eliminate unnecessary alerting.
  22. 22. Control the Alerts! • The Collection Threshold defines the log data that will be collected on that counter over a specified period such as every 20, 30 or 90 minutes. You can minimize unwanted log data by setting a collection operator just over or just under the collection threshold.
  23. 23. Optimize Patch Management! • Determine what patches are missing using Scan Machine • Patch Management > Manage Machines >Scan Machine – Run Now
  24. 24. Optimize Patch Management! • Determine what patches are missing using Scan Machine • Patch Management > Manage Machines >Scan Machine – Run Now or Schedule recurring scans
  25. 25. Optimize Patch Management! • Get a detailed view of the update status on a per-machine basis via the Machine History link.
  26. 26. Optimize Patch Management! • View detailed information about the installed and missing patches on each machine with hyperlinks to Microsoft's security bulletin and knowledgebase articles for that specific patch.
  27. 27. Optimize Patch Management! • Select your reboot action
  28. 28. 3 ways to deploy updates • Machine Update – Select target machines and schedule updates once • Patch Update – Select individual updates and schedule updates once • Automatic Update – Automatically deploy updates to target machines as they are released *Disable Windows Auto Updates by going to Patch Mgmt >Configure >Windows Auto Update
  29. 29. Integrate With Your PSA! • • • • Reduces complexity Increases efficiencies Grows margins How? – Your PSA’s configuration Plug-in – Kaseya VSA API Web Service
  30. 30. Kaseya VSA API Web Service 1. 2. 3. 4. Enable VSA API Web Service: System tab >Server Management >Configure, and select the check box next to Enable VSA API Web Service. Enable SQL database views: System tab >Database Access >Database Views and enter a new password for this account. Configure Email: Ticketing tab > Configure ticketing, and either configure the Notify policy or Email reader and Email mapping functions appropriately to integrate with your PSA. Configure agent menu redirection: Agent tab >Configure Agents >Agent menu and specify the URL and text you wish to use in the 2nd row of text boxes – http://help.kaseya.com/WebHelp/en-US/5000000/3916.htm – http://help.kaseya.com/WebHelp/en-US/5000000/3480.htm
  31. 31. SPC RMM Audit and Optimization Service! Phase 1: Complete RMM Audit and Report • Business Setup • Patch Management • Customer organization • Patch policies enabled and information complete assigned • Customer Machine Groups set up • Patch alerts are being • Customer Departments set up managed • Customer Staff contact • Alarms and Tickets information complete • Alarms are current • User Roles set up • Dashboards are customized • Scopes set up and in use and in use • Daily Basic Monitoring • Tickets managed • Servers actively monitored • Policies set up and in use • Workstations actively monitored • Monitor sets assigned to machines • Policies set up and in use • PSA Integration • PSA is integrated with RMM correctly
  32. 32. SPC RMM Audit and Optimization Service! Phase 2: Import Custom Monitor Sets and Dashboards • Import Five Service Monitor Sets • Import Six Performance Monitor Sets • Basic Server Service Monitor • SQL Server 2005 Service Monitor • SQL Server 2008 Service Monitor • Exchange Server 2003 Service Monitor • Exchange Server 2007/2010 Service Monitor • Set Up 2 Custom Dashboards • Monitor Dashboard • Alarm Dashboard • • • • • • Basic Server Basic Workstation SQL Server 2005 SQL Server 2008 Exchange Server 2003 Exchange Server 2007/2010 • Includes 12 Month IT Business Improvement LMS Subscription!
  33. 33. SPC RMM Audit and Optimization Service! Phase 2: Import Custom Monitor Sets and Dashboards • Import Five Service Monitor Sets • Import Six Performance Monitor Sets • Basic Server Service Monitor • SQL Server 2005 Service Monitor • SQL Server 2008 Service Monitor • Exchange Server 2003 Service Monitor • Exchange Server 2007/2010 Service Monitor • Set Up 2 Custom Dashboards • Monitor Dashboard • Alarm Dashboard • • • • • • Basic Server Basic Workstation SQL Server 2005 SQL Server 2008 Exchange Server 2003 Exchange Server 2007/2010 • Includes 12 Month IT Business Improvement LMS Subscription! 30% off – only $485! http://s.spc-intl.com/kaseyarmm
  34. 34. Next Steps • More on SPC International’s Kaseya Optimization Services http://s.spc-intl.com/kaseyarmm • Learn more about Kaseya for MSPs www.kaseya.com/msp • For a free live product demo www.kaseya.com/mspdemo • For a free trial www.kaseya.com/trynow Kaseya Industry Expert Webinars www.kaseya.com/resources/webinars • To speak with us www.kaseya.com/contactme 34 /KaseyaFan /company/kaseya @kaseyacorp community.kaseya.com

×