By Mike Byrne, director of MSP, Quest Software, Network Management Division
Over the past few years, I’ve had countless conversations with PacketTrap MSP customers and prospects. In most cases, the topic of conversation shifts to business development, revenue cycle, and ways to use PacketTrap MSP to better service customers. Even at industry events, managed service providers spend far more time at sessions or talking to industry experts about revenue generation, rather than checking out the latest wares from vendors. Perhaps the simplest recommendation I can offer is that MSPs should begin to shift away from the traditional break/fix model to a professional IT services model of billing and service delivery.