msp best practice integrating your rmm with your psa solution for maximum profit
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MSP Best Practices Integrating Your RMM With Your PSA Solution For Maximum Profit
December 10, 2013
Agenda
• Introductions
• Our MSP Expert – Erick Simpson, VP and CIO of SPC International
– Key industry best practices for PSA process design and implementation using several proprietary techniques
– How to integrate and configure best practice processes, procedures, workflows, forms, agreements, and templates for maximum effectiveness
– What to expect during your integration journey
– How other MSPs have used these techniques and increased profitability by 20% - or MORE
• Q&A
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Stay with us until the end and you
may win!
www.kaseya.com
About Kaseya
• Founded in 2000 • Over 10,000 customers and a presence in over 20 countries • Award-winning IT systems management software offered as SaaS
and on-premise • Serving customers across industries including government,
military, retail, healthcare, education, financial, and more • Serving both Managed Service Providers and IT departments • Gartner Magic Quadrant 2013 – Visionary: Client Management
Tools • New management team and backing from Insight Venture
Partners in 2013 • New acquisitions:
– Rover Apps for BYOD – Zyrion Traverse for Cloud & Network Monitoring – 365 Command for Office 365 administration
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Why MSPs Choose Kaseya Essentials
A single Kaseya user can proactively manage 1,000s of automated IT systems and network tasks in the same amount of time required by a team of technicians using other techniques It’s the industry’s only patented single-server-single-agent architecture; MSPs get enterprise-class capability that is easy to use and easy to afford With 60+% of top MSPs worldwide using Kaseya, they get access to the most robust community available And with so many ISVs plugging in to Kaseya via a seamless integration process, they get an easy way to leverage their existing strategic technology partnerships
Erick Simpson
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Vice President & CIO, SPC International
Mr. Simpson is a recognized IT and Managed Services Author, Speaker and Trainer, and contributor to numerous industry publications and events. Author of "The Guide to a Successful Managed Services Practice", the definitive book on Managed Services, and “The Best I.T. Sales & Marketing BOOK EVER!”, “The Best I.T. Service Delivery BOOK EVER!”, as well as “The Best NOC and Service Desk Operations BOOK EVER!”. Erick has also co-authored the HTG publication “Peer Power – Powerful Ideas for Partners from Peers”. Erick's prior experience includes overseeing the design, development and implementation of Enterprise-level Help Desks and Call Centers for Fortune 1000 organizations.
• Over 20 years experience in the IT industry
• Microsoft MCP, SBSC
• Author, Speaker and Trainer
• Built Call Centers and Service Desks for Fortune 1000 Organizations
• www.facebook.com/ericksimpson
• www.linkedin.com/in/ericksimpson
Industry Expert
About SPC International
• Solution Provider Community International - The IT Business Builder – Provides IT Business Operations, Sales & Marketing
and Technical Service Delivery Improvement Education & Training Internationally
– Hosts the largest library of IT and Managed Services business improvement and transformation resources in the channel • IT Business Builder Learning Management System • Consulting Engagements • Fulfillment Services
– 20,000 Members
• Kaseya Industry Expert since 2012
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Integrating Your RMM With Your PSA Solution For Maximum Profit
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What is Integration?
The combining and coordinating of separate parts or elements into a unified whole
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What are the benefits of Integration?
• Reduces – Complexity
– Redundancy
– Maintenance
– Labor
• Increases – Efficiency
– Visibility
– Performance
– Satisfaction
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What can be Integrated?
• Client contact information
• Client Assets/Inventory
• Client Portal Access
• Service Boards
• Alerts – Tickets
• Reporting
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Integration Steps
• Create a Project Plan – Phase 1: Audit and Optimize your PSA Solution
• Client Organization
• Service Boards
• Service Types
• Work Types/Labor Rates
• Ticket/Service Status
• Technician Roles, Permissions, Groups
• Incident Priorities and SLAs
• Agreements
• Workflow Rules and Escalation Alerts
• Project Module and Templates
• Sales Module and Templates
• Accounting Package
• Client Portal
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Integration Steps
• Create a Project Plan – Phase 2: Audit and Optimize your RMM
Solution • Your Organization/Technicians, Roles, Rights • Client Organization/Departments/Contacts • Client Machine Groups • User Roles • Monitor Sets • Monitoring Policies • All Workstations/Servers Monitored • Patch Policies/Alerts • Dashboards • Alarms • Deployment Practices
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Integration Steps
• Create a Project Plan
– Phase 3: Prepare to Integrate
• Review PSA and RMM Vendors’ Integration process documentation
• Create a new Service Board in your PSA for RMM tickets
• Assign resource(s) to the RMM Service Board
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Integration Steps
• Create a Project Plan – Phase 4: Conduct
Integration • Follow PSA and RMM
Vendors’ process and tools
• Map Clients between RMM and PSA
• Associate ticket status from RMM to PSA
• Map alerts to new Service Board
• Test
Integrations Do’s and Don’ts
• Do – Plan your Integration project granularly – Break down your Integration project into
logical phases to manage risk – Allocate plenty of time to complete each
activity within each phase – Audit and Optimize your PSA first – Audit and Optimize your RMM next – Test EVERYTHING during each phase – Have your PSA and RMM Vendor’s support
information handy – you may need help if something doesn’t go as expected
Integrations Do’s and Don’ts
• Don’t
– Take this process lightly
– Skip any steps
– Rush through it without the proper preparation
– Do this during production hours – pick a weekend to give you time to recover if something doesn’t go as expected
SPC RMM Audit and Optimization Service!
Phase 1: Complete RMM Audit and Report
• Business Setup • Customer organization
information complete
• Customer Machine Groups set up
• Customer Departments set up
• Customer Staff contact information complete
• User Roles set up
• Scopes set up and in use
• Daily Basic Monitoring • Servers actively monitored
• Workstations actively monitored
• Monitor sets assigned to machines
• Policies set up and in use
• Patch Management
• Patch policies enabled and assigned
• Patch alerts are being managed
• Alarms and Tickets
• Alarms are current
• Dashboards are customized and in use
• Tickets managed
• Policies set up and in use
• PSA Integration
• PSA is integrated with RMM correctly
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SPC RMM Audit and Optimization Service!
Phase 2: Import Custom Monitor Sets and Dashboards
• Import Five Service Monitor Sets
• Basic Server Service Monitor
• SQL Server 2005 Service Monitor
• SQL Server 2008 Service Monitor
• Exchange Server 2003 Service Monitor
• Exchange Server 2007/2010 Service Monitor
• Set Up 2 Custom Dashboards
• Monitor Dashboard
• Alarm Dashboard
• Import Six Performance Monitor Sets
• Basic Server
• Basic Workstation
• SQL Server 2005
• SQL Server 2008
• Exchange Server 2003
• Exchange Server 2007/2010
• Includes 3 Month IT Business Builder Subscription!
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SPC RMM Audit and Optimization Service!
Phase 2: Import Custom Monitor Sets and Dashboards
• Import Five Service Monitor Sets
• Basic Server Service Monitor
• SQL Server 2005 Service Monitor
• SQL Server 2008 Service Monitor
• Exchange Server 2003 Service Monitor
• Exchange Server 2007/2010 Service Monitor
• Set Up 2 Custom Dashboards
• Monitor Dashboard
• Alarm Dashboard
• Import Six Performance Monitor Sets
• Basic Server
• Basic Workstation
• SQL Server 2005
• SQL Server 2008
• Exchange Server 2003
• Exchange Server 2007/2010
• Includes 3 Month IT Business Improvement LMS Subscription!
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30% off – only $485! http://s.spc-intl.com/kaseyaoffer
Next Steps
• More on SPC International’s Kaseya Optimization Services http://s.spc-intl.com/kaseyaoffer
• Learn more about Kaseya for MSPs www.kaseya.com/msp
• For a free live product demo www.kaseya.com/mspdemo
• For a free trial www.kaseya.com/trynow
• To speak with us www.kaseya.com/contactme
21 @kaseyacorp /company/kaseya /KaseyaFan community.kaseya.com
Kaseya Industry Expert Webinars www.kaseya.com/resources/webinars
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