By Mark Glowacz, Owner, Tydan IT, ASCII Group Member Since 2011
A common conversation among managed service providers (MSPs) seems to be about the service portfolio. What do you include? Do you have tiered plans — silver, gold, and platinum? The answers can be difficult to nail down, especially when you research the variety of models in use.
Managed service delivery is about efficiency and keeping your costs predictable. The following five solutions are very well suited for managed services and are great starting points for a service portfolio. If you find yourself faced with a client’s hardware and software that doesn’t fit your service portfolio, it is perfectly acceptable to replace it with solutions that do.
Where Does Remote Monitoring And Management (RMM) Fit?
RMM is a tool, not a service. Protecting the client’s network includes monitoring. Knowing what to monitor? That comes first. Your decisions about the things to include in your portfolio will help you setup your RMM and deliver a more complete experience. Managing the network will include looking for trends on disk space, CPU and memory utilization, and Windows event logs. This will be your basis for conversations about upgrades or for spotting potential patterns that could be signs of trouble.
These solutions are a great place to start, but they certainly don’t represent an exhaustive list. Asset management, inventory reporting, vendor management, and backup solutions all have a place at the table. In the end, you need to know your service portfolio is profitable. Ask yourself what that means in terms of building predictability — operationally and financially — and you should start to identify the things you can offer. Don’t be afraid to start with a small list with the intention to add to your portfolio as you improve your processes — especially if you are still offering break-fix services. Build this foundation first and, before you know it, your services will be as robust as you envisioned.