To start off our series we’re going to take a look at how providing Workstation Management as part of your managed service offering can help you to tie in break/fix customers, generate recurring revenue and continue to drive growth.

Workstation Management:

Workstation Management is a great starting point when transitioning clients from Break/Fix to MSP.  The reason being, more and more companies are coming to realize that servers aren’t the only machines within their infrastructure which are important; in fact some of their workstations are actually critical to the running of their business.

If your client is an online retailer, chances are a lot of their mission critical activities – stock control and billing for example – will require workstations to be operational in order to run efficiently. If a work station goes down it will slow down the service, if all workstations go down then they simply won’t be able to sell to their clients.

Here is a great opportunity for you to offer your clients a service which will protect these vital machines at a low monthly cost. This service can include all or one of the following things – Workstation Monitoring, Workstation Maintenance and Work Station Support.

Workstation Monitoring:

The easiest place to start is with Workstation Monitoring as it is the easiest service to sell to your clients. With Workstation Monitoring you would simply assess the overall status and health of each workstation and then monitor to spot any issues which could go on to cause bigger problems.

The checks you could carry out and report on could include; Asset and Inventory tracking – to identify when hardware and software needs to be up dated, Antivirus Update checks – to ensure workstations are protected from viruses and malware, and Drive Space Changes – to alert you when Drive Space is being rapidly consumed.

By alerting clients to these small issues you can even find areas where you can upsell.

Workstation Maintenance:

As Workstations are becoming increasingly important in the daily running of businesses, you can also upsell maintenance services to help ensure your client’s machines will be not only functioning but also running efficiently at all times.

By automating recurring and essential maintenance tasks on your client’s workstations you can save yourself time as well as ensuring that their machines are always ready to use – reducing the amount of downtime which occurs for scheduled maintenance.

With Workstation Maintenance you can automatically update Anti-Virus software when you are alerted that an upgrade is due -to ensure machines are always protected from attacks, automate routine task such as defragmentation or file clear up – to save maintenance time and set up automatic reports – to show your client that you are on top of maintaining their network.

Workstation Support:

Finally, part of managing Workstations for your client’s should be offering support in the event that issues do occur – what good is all this monitoring and automated maintenance if there is no one offering user support to fix issues which may still arise.

With a RemoteManagement tool like GFI MAX you can not only carry out all of your Workstation checks and maintenance tasks from the one dashboard, you can even make use of the Take Control feature to determine if a workstation on your client’s network is accessible. As well as this you can then remotely take control of that machine to provide user support quickly with no traveling to site needed!

By offering all three of these services you can ensure that your client’s minds will be at ease knowing their workstations are protected from all angles and you can do all this from one place with minimal set-up required.

Additionally the GFI MAX building blocks program is available to all GFI MAX customers and will help you to understand the steps you can take to sell Workstation Management to your clients. You’ll even find all the marketing materials you could need to get you started.

If you’d like to find out more about how RemoteManagement can help you as your transition to Managed Services, why not head over to GFI MAX and sign up for a free trial.

So what’s the big deal?

Well first of all let’s look at what exactly Big Data is.

As you’d probably expect, Big Data is a term used to describe a large amount of data, but more specifically it is referring to the abundance of information now available about essentially anyone and anything that has ever been near a computer.

When people talk about Big Data what we’re really talking about is all the infinite amounts of digital information that is constantly building up as more and more people across the globe continue to engage with digital technologies. This information can come from anywhere and everywhere. Digital photos and videos, posts on social media, customer purchases and transactions, medical databases, stocks and shares, search results, downloads, uploads… the list is endless and it’s all digital data.

When you think about it that way it does seem like quite a big deal.  There’s gazillions of digital information out there and it’s never going to stop getting bigger. Realistically though, it is still just data, yes it is going to take some mighty machines to deal with it all but at the end of the day it’s no different than any other data. There’s just a lot of it. And the IT industry has been dealing with large amounts of digital data for a lot longer than most.

So you could be forgiven for wondering why everyone is getting their collective knickers in a twist over it.

Should we care?

Well when it comes to MSPs and big data, what we are talking about here is the vast volumes of information passing through all the various networks, servers and applications that MSPs manage; this understandably is an ever increasing amount of data. The way I see it though, the big question shouldn’t be “how are MSPs going to cope with all this data?” but more importantly “what can we as MSPs do with all this data?”

Yes of course there are going to be some issues… traditional systems are just not going to cope with analyzing this ever growing amount of information, but this is an issue that will no doubt be resolved quite simply because it has to be; that is how technology continually develops.

The main thing to remember here is that, as an MSP, with your inherent knowledge of data handling you are already at an advantage over other businesses who are just now realizing the potential of all this lovely digital information.

It seems to me that instead of worrying about just how BIG data is becoming, you simply need to remember that it is there and to use it to your advantage.

First off, be sure that you are not only aware of the data available about your clients, networks and IT services but you are also doing your best to analyze it. This can help you gain invaluable insights into ways you can develop and improve your MSP offering. Obviously this will become easier and offer more comprehensive results as processes develop but by starting now you can ensure it is built into the ongoing development of your MSP.

Consider how the networks you support are being used; where cost and efficiency savings might be made, and how this can show extra added value to your clients.  Do they have bottlenecks in networks, underused elements on their overall IT system?  Can you help them improve and cement your trusted partner status?

Handling Big Data for your clients

Secondly, don’t forget your clients will have data flying around their own networks too – this will need to be looked after, especially in data critical organizations such as medical, legal or government.  You need to be able to provide a service to your clients that they can trust and rely upon.

We recommend a three tier backup process for all managed networks – disk > disk > online.  This provides the highest level of security and continuity. The scenario where the latest backup tape has been lost is one that occurs frequently; by changing this to utilize the cloud to provide backup and continuity services you have a foolproof method to ensure your clients can recover any data from any situation.

As well as handling big data for your clients, why not think about ways you can use your expertise to inform and advise your clients as they themselves become aware of the big data trend?

You could help them to understand the importance of the data they have at their disposal, make recommendations as to how they can best utilize this information and demonstrate the benefits gained from analyzing their own services and client base; all putting them at an advantage over others in their industry. Having the ability to help your clients in this way will not only demonstrate and reaffirm your expertise in the IT industry but also strengthen your client relationships. You may also find that you can monetize on this expert knowledge!

What it comes down to…

In the end it’s simple. Any MSP worth their salt is going to be keeping up to date with advances in technology and developments within the industry they operate; thinking about the impact of big data – and the opportunity – should be part of this process.

My advice? Keep it in mind, pay attention to what’s going on, utilize it to improve your service but at the end of the day remember…it’s just data!

The GFI MAX team wants to know about the challenges you face in order to grow your business. What, if anything, is holding you back e.g. money and time required for training staff on internal systems? What do you see as the biggest challenge your MSP business will face in the next two to three years?

Help us understand how you are addressing the changing landscape and how agile you feel when it comes to reacting quickly.

When we reach 500 responses, GFI MAX will donate $500 to American Red Cross Disaster Relief.  Look out for the results which will be published by GFI MAX later this Quarter with valuable insight into international growth trends in the Managed Services environment.

Take the survey now!

Significant changes, most notably Microsoft’s announcement that there will be no further development of Small Business Server (upsetting news for many MSPs for whom SBS has been essential over the years), are paving the way for a new kind of MSP. An MSP which is proactive when it comes to continuing developments in the industry, one that has the ability to adapt to ever changing client needs.

It’s no longer the case that all clients will be running traditional computer systems, as mobile devices become ever popular and cloud services begin to dominate, Windows will soon lose its position as the prevailing platform. MSPs will need to respond if they are to continue to offer their clients a reliable service as well as added protection against the ever increasing security threats these changes bring with them. This is why GFI MAX will soon be offering Mobile Device Management; to enable its customers to proactively manage these changes.

It’s clear that the time has come for MSPs to consider new products, to not only keep up to date with but more importantly be instrumental in developments within the industry and to continually adapt their portfolio of services if they stand any chance of succeeding in today’s business environment. In other words it’s time for MSPs to become Agile.

If you would like to learn how your business can adapt to these changes, check in at MSP insights over the coming months as we take a look at how to become an Agile MSP.

If you would like to find out more sooner why not head over to GFI MAX and sign up for a free trial to find out how GFI MAX can help you.

To begin with I’d like to start by making it clear that there isn’t necessarily anything “wrong” with break/fix and to a certain extent the idea of waiting for something to be broken and then fixing it makes perfect sense. For the most part it is easy to sell; if something is broken it needs fixing, it’s that simple. However the problem with break/fix arises when you want to take your SMB, happily working away fixing problems as and when they occur, and make it grow. How exactly do you scale a service that you can’t predict?

The truth of the matter is there is only one way to scale a reactionary business model like this; hiring more staff. You need to do this to ensure you have enough hands on deck if your entire customer base suddenly needs “fixing” at the same time. This in turn leads to larger premises, more visits to site and essentially higher costs.
But what if none of your customers need fixing? Then what happens? You need to pay all the staff you have on hand.

This is where the MSP business model comes into play. As an MSP it’s your job to be pro-active; rather than waiting for something to break and rushing to the rescue, you simply keep an eye on things and tackle possible breakages before they arise. (For a retained monthly fee of course).

This model is far easier to predict; if you know that you have X number of clients paying $X a month for you to keep their IT services running at optimum, then you can begin to assess your business requirements. This will make your business much more sustainable and far easier to scale.

On the surface making the switch from break/fix to MSP is easy. You simply install your RemoteManagement software on to the devices to be monitored, set up checks and reports and you are ready to go. The most difficult thing about is going to come when you have to explain to your clients why they should start paying you monthly and up front instead of only paying when it is needed. The last thing you want is to lose all your existing customers. For this reason it is important to help them grasp the benefits of a service designed to actually protect their computer systems rather than just patching them up.

This is where GFI MAX can help. The GFI MAX Building Blocks Program aims to help you sell your new services to your customers in a way that is easy to understand. The program is available to all GFI MAX customers and comes complete with everything you could need to market your service; including sample sales materials, implementation guides and presentations.

With Building blocks you can introduce your new approach to your existing customers with a slow step-by-step transition, starting with a small affordable service and gradually building up to a full managed service approach. Once you have your existing customers on board you’ll be well on your way to taking your SMB and becoming a full scale MSP.

Want to learn more about this product? Check out GFI MAX and register for a free trial.

Webinar: Riders on the Storm: Adding Value to Your MSP with Cloud Services

Date: Thursday, March 29, 2012 4:00 PM – 5:00 PM BST

Registration link: https://www3.gotomeeting.com/register/581169358

This informative webinar will focus on the steps you need to take to add value to your MSP by becoming a Cloud Solutions Provider.  Learn how you can add cloud services to your overall provider package and some of the major pitfalls to avoid, while growing your business and increasing profits.

Join us with special guest Paul Byrne, from ChannelCloud, and Seth Oxhandler, CEO of Cool Cat Inc., as they guide you through these “Strange Days” of cloudy weather.

Paul has been in the IT industry for almost 20 years and is in a unique position in running both an MSP business as well as being CEO of ChannelCloud UK/Ireland. This experience brings with it exceptional insight into why MSP’s need to embrace cloud instead of feeling threatened by it.

Founded in 1990, Coolcat, Inc. operates an internationally recognized security practice specializing in forensics, ethical hacking, application, perimeter and penetration security testing. Coolcat, Inc. currently serves over 850 customers in the United States, Canada and Europe.

Registration link: https://www3.gotomeeting.com/register/581169358

Feel free to browse our library of previous webinars: http://www.mspbusinessmanagement.com/webinars at our resource site for MSPs, MSP Business Management: http://www.mspbusinessmanagement.com/webinars.

Register today and add value to your business with cloud services!

Special Guest: MSP Marketing Expert Stuart Crawford

Want to get 2012 off to a rousing start and be well informed on the top areas where you should be focusing your marketing strategy this year?

We’ve got you covered this January with our FREE webinar.

Webinar:  The Top 5 Must Focus Areas of Your MSP Marketing Strategy in 2012

Thursday, January 26, 2012 4:00 PM – 5:00 PM GMT

Our special guests in this webinar include MSP Marketing expert Stuart Crawford from Ulistic and MSP Development Coach Richard Tubb.

Stuart Crawford is a leader in the Information Technology community. In his role as senior advisor and partner at Ulistic he focuses on bringing a wealth of knowledge and experience as it relates how IT companies can grow their business through a unique marriage of online and traditional marketing strategies combined with common sense business tactics designed to produce stratospheric success.

Richard Tubb has worked in the IT industry for over 15 years and his CV includes work at Ernst & Young, G.E. Capital and the NHS. He is the former owner of an award winning Midlands IT Managed Service Provider. Well respected within the global small and mid-sized business (SMB) IT community as someone who passionately believes in sharing knowledge with his peers and raising the bar of professionalism within the IT industry, Tubb was in 2010 nominated to both the MSP Mentor 250 and SMB Nation 150 lists.

Join us this January to hear Stuart and Richard share insights (and maybe a few secrets) to put your MSP or IT support company at the head of the pack in 2012.

Registration link: https://www2.gotomeeting.com/register/900742658

Feel free to browse our library of previous webinars: http://www.mspbusinessmanagement.com/webinars at our resource site for MSPs, MSP Business Management: http://www.mspbusinessmanagement.com/webinars.

Seats fill up fast, so be sure to register today!

Bob Godgart, Former CEO Autotask/Now CEO ChannelEyes.com

Looking to learn the latest tips and tricks for making the most of your revenue streams with GFI MAX? Or are you an MSP trying to figure out how to plan for the months ahead? In either case, we’ve got you covered this November with our series of FREE webinars.

Webinar: Managing Workstations with GFI MAX

Tuesday, November 15, 2011, 2PM GMT

In the webinar, hosted by GFI’s Jim Harrower, UK & Ireland Sales Manager, you will hear about the additional revenue streams that you can gain from workstation management and how to structure your business to make it profitable. You will also learn about how to use automation as a valuable tool to increase profit margins and reduce costs. Also covered in this webinar will be the GFI MAX Building Blocks Program that provides the business support tools that you need to make managing workstations a success.

Registration link: https://www2.gotomeeting.com/register/374936482

Our second webinar focuses on how you can prepare your MSP for both the immediate and long term future.

Webinar:  MSP Trends for 2012 and Beyond

Wednesday, November 30, 2011, 4PM GMT

In this webinar, MSP Industry Visionaries Bib Godgart and Jay McBain will report on the trends that will shape MSP landscape over the next three years.  Hear where the money is, what the secret game software vendors are playing and how you can position yourself to win.

Bob Godgart and Jay McBain are the founders of ChannelEyes, the world’s first Channel specific social network. You can register and find out more information at http://www.channeleyes.com.

Registration Link: https://www2.gotomeeting.com/register/592127602

Feel free to browse our library of previous webinars: http://www.mspbusinessmanagement.com/webinars at our resource site for MSPs, MSP Business Management http://www.mspbusinessmanagement.com.

Seats fill up fast, so be sure to register today!

A few weeks ago I thought that we should try offering a prize to see what effect it had on the response rate.

However, recent events in Japan have been so horrible that I went cap in hand to the ‘keepers of the marketing budget’ and suggested we do both – offer an iPad 2 as a prize and give a donation to Japan.  Without a minute’s hesitation, they said ‘Do it’!  It’s nice to be able help, even in a small way.

These surveys are really helpful to us and we value your time taken to fill them in.  Questions from the survey come from everywhere, for example, Walter Scott, our CEO, asked for a particular question in this month’s survey.

Participate in this month’s survey

The results are sent to many departments in the company:  Engineering, Marketing, Sales, allowing us to change the product over time to deliver what you need based on your responses so if you’re an MSP or IT Support Company please complete our survey to help us, help Japan and be in with the chance to win an iPad 2.

Anyway, I reckoned, I’d better get a bit of advanced view seeing as I ran an MS Gold Partner and it was my job to sell, install and look after the new software.  So, I ditched my trusty old clunker and bought a powerful new shiny laptop to run Vista and Office.

I had a brainstorm and copied the data from my existing laptop and my home PC onto my new toy and standardised on one laptop to do all my work on.  It was to be the centre of my life, so I’d always have all the data/media I required at hand wherever I was.

Fast forward to 2011 and I’ve got three work laptops (complicated work life – don’t ask), one MacBook which floats, an iPhone, an iPad and an iMac at home (photos, powers my stereo and doubles as a TV).

How’d that happen …. when I was aiming to simplify?

• Pictures became more important to me (new baby) and seamless connection between iPhone and iMac was lovely.
• iTunes plugged nicely into my stereo and gave me a good enough sound representation
• Access to Email, Calendar & Tasks via iPhone and OWA meant I didn’t have to cart the laptop about anywhere.
• The iPhone is pretty cool, combination Email, Internet, Calendar, Apps, Camera, iTunes and Photo library means I can fill up dead time with work or recreation.
• iPad, well just because I wanted to.
• I seldom turn on a laptop out of the office, and only if I have to do something with Excel or write some documents.
• I spend 85% of my time using consumption devices (iPhone, iPad, iMac) and my MacBook (Note, I probably could create docs on this and even though I’ve got the latest version of Office but I tend to stick to my windows machines because I can use the software quicker).
• At work, I work exclusively on a Windows laptop.

So, did simple come to mean something else?

I think it did.  One device to do everything became 7 devices which I use to accomplish particular tasks in different places.  The devices don’t follow me (except the phone) but the data does.

So what does this mean for a guy running an IT Support business that supports small businesses?

Firstly, I’d be very surprised if they’re quite as Microsoft-centric as they used to be.

Apple have invaded from the home (content consumption) and people want to bring them use them in their work. Note, we’ve not really mentioned Google, but it goes without saying that they’re actively trying to expand their role from the internet and the mobile device also.

Secondly, storage and synchronization of data are huge issues and take significant time to design and support secure and working solutions.

Thirdly, data encryption, security is an even more critical consideration than it used to be.

Fourth, bring your own device is something you’re just going to have to get used to.