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5 Overlooked Outsourcing Opportunities for MSPs

June 7, 2012

Welcome

Joe Panettieri, Editorial Director

Nine Lives Media, a Division of Penton Media

E: Joe@NineLivesMediaInc.com

What We’ll Cover

• The most popular managed services offerings

• Determining “core” vs. “chore” services • The most common overlooked

outsourcing opportunities • Your questions throughout

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)

Please Welcome

Phil O’Konski Director

Managed Services Integration

Datalink

Greg Donovan Vice President

Service Provider Practice Nimsoft

John J. O’Donnell Vice President IntelliNet Corp.

Welcome

Phil O’Konski Director, Managed Services Integration

Datalink

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

Welcome

John J. O’Donnell Vice President IntelliNet Corp.

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)

Welcome

Greg Donovan

Vice President Service Provider Practice

Nimsoft

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,

Germany, Sweden,

Australia, Benelux,

Singapore, India,

Latin America

• 1,000+ customers worldwide

• Corporate IT and MSPs

Growth Momentum: Nimsoft Since Acquisition

The MSP’s Customer CIO: Core

vs Chore • Core: Run the business

– Sales

– Manufacturing

– Finance

• Core: Enable users to do their jobs

• Chore:

– Running datacenter

– Network operations

– CRM/ERP systems management

– ITSM applications

Polling Question

How many managed services on average do you provide your customers?

A. None

B. One to two

C. Three to five

D. Six or more

Overlooked Opportunity #1 Monitor 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

Overlooked Opportunity #2

Managed 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

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

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

Overlooked Opportunity #4

Modernize 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

Overlooked Opportunity #5

Managed 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

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

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.

Ask the Experts

Phil O’Konski Director

Managed Services Integration

Datalink

Greg Donovan Vice President

Service Provider Practice Nimsoft

John J. O’Donnell Vice President IntelliNet Corp.

Where Can I Get More Information?

Nimsoft.com

Nimsoft.com/mspzone

Modern IT Blog: blog.nimsoft.com

Socialize with Nimsoft!

Twitter: @nimsoft

FB: facebook.com/Nimsoft

LinkedIn: linkedin.com/company/Nimsoft/

SlideShare: slideshare.net/NimsoftMonitoring

YouTube: youtube.com/user/Nimsoft

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

Nine Lives Media Contacts

Editorial

Joe Panettieri, Editorial Director

E: Joe@NineLivesMediaInc.com

Sponsorship

Amy Katz, President

E: Amy@NineLivesMediaInc.com