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MSP Best Practice Integrating your RMM with your PSA Solution for Maximum Profit

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The proper integration of your Remote Monitoring & Management (RMM) solution with your Professional Services Automation (PSA) tool yields service delivery efficiencies greater than the sum of their …

The proper integration of your Remote Monitoring & Management (RMM) solution with your Professional Services Automation (PSA) tool yields service delivery efficiencies greater than the sum of their parts. But no vendor offers a true, tight integration of both technologies, so how do you accomplish this?

You Have To Follow A Best Practice
In this 60 minute webinar, former MSP owner and renowned MSP expert Erick Simpson of SPC International will teach you the importance of process integration and optimization, so you can get the most out of Kaseya and your PSA tool using effective service delivery management best practices.

In This Webinar You'll Learn:
Key industry best practices for PSA process design and implementation using several proprietary techniques – based on years of practical experience with all the common PSA tools)
How to integrate and configure best practice processes, procedures, workflows, forms, agreements, and templates for maximum effectiveness
What to expect during your integration journey, with examples of client onboarding, project initiation, change management, billing/accounting management, SLA management, marketing/sales process, and more
How other MSPs have used these techniques and increased profitability by 20% - or MORE
And much more

Published in: Technology, Business

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  • 1. MSP Best Practices Integrating Your RMM With Your PSA Solution For Maximum Profit December 10, 2013
  • 2. Agenda • Introductions • Our MSP Expert – Erick Simpson, VP and CIO of SPC International – Key industry best practices for PSA process design and implementation using several proprietary techniques – How to integrate and configure best practice processes, procedures, workflows, forms, agreements, and templates for maximum effectiveness – What to expect during your integration journey – How other MSPs have used these techniques and increased profitability by 20% - or MORE • Q&A 2
  • 3. Stay with us until the end and you may win!
  • 4. About Kaseya • Founded in 2000 • Over 10,000 customers and a presence in over 20 countries • Award-winning IT systems management software offered as SaaS and on-premise • Serving customers across industries including government, military, retail, healthcare, education, financial, and more • Serving both Managed Service Providers and IT departments • Gartner Magic Quadrant 2013 – Visionary: Client Management Tools • New management team and backing from Insight Venture Partners in 2013 • New acquisitions: – Rover Apps for BYOD – Zyrion Traverse for Cloud & Network Monitoring – 365 Command for Office 365 administration 4 www.kaseya.com
  • 5. 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
  • 6. 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. 6 • • • • • • 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 www.facebook.com/ericksimpson www.linkedin.com/in/ericksimpson
  • 7. 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 7
  • 8. Integrating Your RMM With Your PSA Solution For Maximum Profit 000000_8
  • 9. What is Integration? The combining and coordinating of separate parts or elements into a unified whole 9
  • 10. What are the benefits of Integration? • Reduces – – – – Complexity Redundancy Maintenance Labor • Increases – – – – 10 Efficiency Visibility Performance Satisfaction
  • 11. What can be Integrated? • • • • • • 11 Client contact information Client Assets/Inventory Client Portal Access Service Boards Alerts – Tickets Reporting
  • 12. Integration Steps • Create a Project Plan – Phase 1: Audit and Optimize your PSA Solution 12 • • • • • • • • • • • • • Client Organization Service Boards Service Types Work Types/Labor Rates Ticket/Service Status Technician Roles, Permissions, Groups Incident Priorities and SLAs Agreements Workflow Rules and Escalation Alerts Project Module and Templates Sales Module and Templates Accounting Package Client Portal
  • 13. Integration Steps • Create a Project Plan – Phase 2: Audit and Optimize your RMM Solution • • • • • • • • • • • 13 Your Organization/Technicians, Roles, Rights Client Organization/Departments/Contacts Client Machine Groups User Roles Monitor Sets Monitoring Policies All Workstations/Servers Monitored Patch Policies/Alerts Dashboards Alarms Deployment Practices
  • 14. Integration Steps • Create a Project Plan – Phase 3: Prepare to Integrate • Review PSA and RMM Vendors’ Integration process documentation • Create a new Service Board in your PSA for RMM tickets • Assign resource(s) to the RMM Service Board 14
  • 15. Integration Steps • Create a Project Plan – Phase 4: Conduct Integration 15 • Follow PSA and RMM Vendors’ process and tools • Map Clients between RMM and PSA • Associate ticket status from RMM to PSA • Map alerts to new Service Board • Test
  • 16. Integrations Do’s and Don’ts • Do – Plan your Integration project granularly – Break down your Integration project into logical phases to manage risk – Allocate plenty of time to complete each activity within each phase – Audit and Optimize your PSA first – Audit and Optimize your RMM next – Test EVERYTHING during each phase – Have your PSA and RMM Vendor’s support information handy – you may need help if something doesn’t go as expected
  • 17. Integrations Do’s and Don’ts • Don’t – Take this process lightly – Skip any steps – Rush through it without the proper preparation – Do this during production hours – pick a weekend to give you time to recover if something doesn’t go as expected
  • 18. 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 18 • PSA Integration • PSA is integrated with RMM correctly
  • 19. 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 19 • • • • • • Basic Server Basic Workstation SQL Server 2005 SQL Server 2008 Exchange Server 2003 Exchange Server 2007/2010 • Includes 3 Month IT Business Builder Subscription!
  • 20. 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 3 Month IT Business Improvement LMS Subscription! 30% off – only $485! 20 http://s.spc-intl.com/kaseyaoffer
  • 21. Next Steps • More on SPC International’s Kaseya Optimization Services http://s.spc-intl.com/kaseyaoffer • 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 21 /KaseyaFan /company/kaseya @kaseyacorp community.kaseya.com

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