Recent Summit Training for those interested in moving to MSP business model versus break/fix

1. Special thanks to our sponsors:
SUMMIT 2013
SUMMIT 2013
MSPorFail.com
From Break Fix to Managed
Services Provider

2. Special thanks to our sponsors:
SUMMIT 2013
How break/fix and managed services are changing…
• Definitions;
– Break/Fix: When it breaks, then I pay a lot of money to get it fixed.
– Managed Services: “Managed Services is the proactive
management of an IT (Information Technology) asset or object, by a
third party typically known as a MSP, on behalf of a customer. The
operative distinction that sets apart a MSP is the proactive delivery of
their service, as compared to reactive IT services, which have been
around for decades.” Charles Weaver 10Aug12 - MSPAlliance.com
• State of Economy:
– Product Economy: then; brands, gateway, dell, cisco, hp etc.
– Service Economy: NOW; According to statistics compiled by the
Bureau of Labor Statistics and published in Establishment Data
Historical Employment (2005), workers who provided services (111.5
million) outnumbered workers who produced goods (22.1 million) by
a ratio of five to one. The information revolution is a key driver of the
service economy, or service system. Manufacturers of computer
hardware and software, as well as software application developers,
now consider service to be an integral part of their product offering.
These companies commonly promote their "solutions," which consist
of both products and services that cannot be separated.

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SUMMIT 2013
How to go about moving from break/fix to managed services.
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Services Transition
– Defining the initial Service offering, will discuss this more later
– Assessing existing Skills/Skill sets
– Study the economics/demographics
– Partnering to Fill the Gaps
Prepare For Service delivery
– establishing SLAs and Pricing
– training Staff and Documenting Processes
Approach Automation
– Deploying remote Monitoring and Management tools (AVG Managed Workplace,
Kaseya, Labtech, GFI, Proactive Watch)
– Professional Services Automation and integration tools (Autoask, ConnectWise,
mHelpdesk)
Among the things you’ll need to do:
– Network with others who have done it, not just thinking about doing it. See last slide.
– Hosted or Premise? Virtual Administrator is where I started however the biggies have
embraced this model too.
– take stock of current skills sets and plan to acquire new ones through hiring and
partnering.
– revamp pricing and develop service-level agreements and corresponding metrics.
– Develop a marketing plan and retool sales.
– consider a push into vertical markets and it consulting services.
– Automate service delivery to boost efficiency and profitability.

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SUMMIT 2013
Why move to managed services?
• Market Potential: revenue and growth projections
– Managed services tends to rank as one of the faster
growing segments of the umbrella IT outsourcing and IT
services markets.

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SUMMIT 2013
What sorts of companies should you look at doing it for?
• State & Local Government
– Despite the well-publicized economic struggles faced by governments at
all levels, IT spending at the state and local levels reached $54 billion in
2011. The opportunity It’s predicted that by 2015 state and local
governments will spend $61.5 billion annually on information systems and
professional IT services.
• HealthCare
– The federal government is utilizing funding from the American Recovery
and Reinvestment Act to incent physicians and hospitals to deploy EHR
systems by 2015 for Medicare, with individual states defining
reimbursement for Medicaid. ARRA had a $27.3 billion dollars provision
titled Health Information Technology for Economic and Clinical Health Act
(HITECH).
• Others:
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Banking
Insurance/Investment Management
Legal Services
Manufacturing
Education
• Target Customers Served;
– 1-99 employees: 90%
– 100-999 employees: 67.7%
– 1000+ employees: 21.5%

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SUMMIT 2013
What kind of companies out there will help support (GFIMax, Kaseya etc.)
• Hosted or Premise?
– Hosted; meaning a vendor handles the backbone, hardware,
provisioning, uptime, and product offerings.
– Premise; You host the backbone, hardware, provisioning, uptime and
product offerings.
• ACBRO Partnerships:
– GFI Max
– Proactive Watch
• Other Major Players:
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Virtual Administrator/Network Depot – hosted, where I started…
Chartech
Bombar, 5.8%*
CA Nimsoft, 4.4%*
Cisco OnPlus, 6.9%*
Citrix GoToManage/GoToAssist, 16.6%*
Continuum Managed Services, 13.7%*
Kaseya, 38.0% *
N-able Technologies, 11.6%*
LabTech Software 22.9%*
Level Platforms 9.7%*
LogMeIn, 35.9%*
PacketTrap (Owned By Dell-Quest), 2.6%*
SolarWinds, 14.4%*
• *MSP Mentor 501; 2013 Edition

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SUMMIT 2013
Services you can manage: profitability
• Top Managed Services Offered*
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Remote Monitoring, 94%
Managed Storage, Backup, Disaster Recovery, 91%
Help Desks, 89%
Patch Management, 89%
Managed Security Services, 85%
Software License Management, 77%
NOC (Network Operations Center) services, 80%
Mobile Device Management, 74%
Vendor Management, 74%
Warranty Management, 69%
Hardware as a Service, 53%
Mobile App Management, 47%
Managed VoIP, 47%
Managed Print Services, 35%
Managed Database Services, 34%
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Infrastructure as a Service, 66%
Platform as a Service, 37%
Software as a Service, 71%
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Microsoft Office 365, 52%
Google Apps, 23%
Rackspace, 14%
Amazon Web Services, 12%
Microsoft Azure, 10%
• *Source: MSPmentor 501 Global Report, February 2013, all survey participants.
• Top Cloud Services Offered*
• Top Third-Party Services and Platforms Leveraged*

8. Special thanks to our sponsors:
SUMMIT 2013
Future-proofing your business
• Pricing:

9. Special thanks to our sponsors:
SUMMIT 2013
Future-proofing your business pt2
• Emerging Trends that remain untapped;
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Cloud Services and SaaS
Managed Security Services
Telecom: opportunities in convergence
Mobile Device Management
Managed Print Services
Modern Office Poster by ConnectWise is still my goto
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ConnectWise User Groups, 44.7%
CompTIA, 34.2%
MSPAlliance, 30.5%
MSP University, 24.4%
Ingram Micro VTN, 20%
Service Leadership, 16.8%
TruMethods, 15.2%
HTG Peer Groups, 14.5%
Robin Robins, 13.1%
CharTec, 11.1%
Tech Data Tech Select, 10.8%
ASCII Group, 10.7%
Other, 15.7%
• Source: MSPmentor 501 Global Report, February 2013
• Association and Peer Group Participation*: