5 Overlooked Outsourcing Opportunities for MSPs

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  1. 5 Overlooked Outsourcing Opportunitiesfor MSPsJune 7, 2012 Sponsored by: 2. Welcome Joe Panettieri, Editorial Director Nine Lives Media, a Division of Penton Media E:…
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  • 1. 5 Overlooked Outsourcing Opportunitiesfor MSPsJune 7, 2012 Sponsored by:
  • 2. Welcome Joe Panettieri, Editorial Director Nine Lives Media, a Division of Penton Media E: Joe@NineLivesMediaInc.com
  • 3. What We’ll Cover• The most popular managed services offerings• Determining “core” vs. “chore” services• The most common overlooked outsourcing opportunities• Your questions throughout
  • 4. 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)
  • 5. Please Welcome Phil O’Konski John J. O’Donnell Greg Donovan Director Vice President Vice PresidentManaged Services IntelliNet Corp. Service Provider Practice Integration Nimsoft Datalink
  • 6. Welcome Phil O’Konski Director, Managed Services Integration Datalink
  • 7. 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
  • 8. Welcome John J. O’Donnell Vice President IntelliNet Corp.
  • 9. 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)
  • 10. Welcome Greg Donovan Vice President Service Provider Practice Nimsoft
  • 11. 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,Growth Momentum: Nimsoft Since Acquisition Germany, Sweden, Australia, Benelux, Singapore, India, Latin America • 1,000+ customers worldwide • Corporate IT and MSPs
  • 12. The MSP’s Customer CIO: Core vs Chore the business • Core: Run – Sales – Manufacturing – Finance • Core: Enable users to do their jobs • Chore: – Running datacenter – Network operations – CRM/ERP systems management – ITSM applications
  • 13. Polling QuestionHow many managed services on average doyou provide your customers?A. NoneB. One to twoC. Three to fiveD. Six or more
  • 14. Overlooked Opportunity #1Monitor 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
  • 15. Overlooked Opportunity #2Managed 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
  • 16. 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
  • 17. 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
  • 18. Overlooked Opportunity #4Modernize 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
  • 19. Overlooked Opportunity #5Managed 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
  • 20. 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
  • 21. 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.
  • 22. Ask the Experts Phil O’Konski John J. O’Donnell Greg Donovan Director Vice President Vice PresidentManaged Services IntelliNet Corp. Service Provider Practice Integration Nimsoft Datalink
  • 23. Where Can I Get More Information?Nimsoft.comNimsoft.com/mspzoneModern IT Blog: blog.nimsoft.comSocialize with Nimsoft!Twitter: @nimsoftFB: facebook.com/NimsoftLinkedIn: linkedin.com/company/Nimsoft/SlideShare: slideshare.net/NimsoftMonitoringYouTube: youtube.com/user/Nimsoft
  • 24. 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
  • 25. Nine Lives Media Contacts Editorial Joe Panettieri, Editorial Director E: Joe@NineLivesMediaInc.com Sponsorship Amy Katz, President E: Amy@NineLivesMediaInc.com
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