managed services smb nation june 2011

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Building Blocks to Growing Managed Services

Alistair Forbes, General Manager, GFI MAX

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Presentation outline

What you’re going to hear

» The Managed Service Challenge.

» Overview of the Award winning Building Blocks Approach

» Building Blocks to grow Managed Services Revenue

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WHAT ARE MANAGED SERVICES?

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What is Managed Services?

MANY THINGS TO MANY FOLK

» 24x7x365 Systems Management, Helpdesk & Vendor Mngt

» Planned Revenue - Pre-paid hours/Support Bank

» Recurring Revenues

» Proactive vs. Reactive Service

» Labor based or non labor based

» Software at the core withlabor overlay

» And more... Chaotic

Reactive

Proactive

Managed

Value

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Research … that shaped the Building Blocks Program

» GFI MAX Quarterly Survey Program

» Both GFI MAX and non GFI MAX customers

» Large (1246 responses) world-wide survey response□ 70% US.

» Facts that shape our thinking

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#1 - Sales Ethos

Disagreeor

StronglyDisagree

NeitherAgree orStrongly

Agree

I advise on best solution to customers needs regardless of profit to be made 5% 6% 89%

I advise on best solution to customers needs with an eye to profit to be made 22% 23% 56%

Customers view me as somebody they trust - I'm VERY reluctant to jeopardise this 3% 1% 96%

I get bombarded with Software & Hardware marketing material that I don't use 12% 17% 71%

I prefer selling recurring revenue services to one-off sales 4% 11% 84%

I'm not a trained sales person but I get by because customers trust me 12% 14% 74%

I'd like marketing & sales ideas 10% 19% 71%

Trusted Advisor Status… best practical solution

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#2 (1) – Business Goals

» No. 1 Business Desire Worldwide view (No geographical difference)□ 44.60% Grow your customer base/market share (Hunt)

» Other important□ 12.80% Run business more efficiently

□ 12.30% Service Excellence

□ 9.20% Build Profit

□ 7.10% Organise business to prepare for future growth

□ 6.60% Expand portfolio to existing base (Farm)

» Appear not to be top of mind□ 3.00% Reduce hassle & stress

□ 2.50% Diversify business to allow for 'cloud'

□ 1.50% Draw back from day to day running

□ 0.40% Exit business

(Profitable) growth is the key driver…

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# 2(2) – Business Goals – by company size

0-10 Sites

11-30 Sites

31-75 Sites

76-150 Sites

150+ Sites

0

10

20

30

40

50

60

70

Grow BusinessProfit, Efficiency & ScaleServiceRiskExit

… (pretty much) regardless of size…

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#3 Biggest Difficulty providing IT Support to Customers

Unpredictable User Requests/Demands 35.40% Not fixing first time/Re-work 11.50%

It's just a very difficult business 10.70%

Too many on-site visits 9.20%

Problems with suppliers/partners 9.00%

Internal Processes 7.80%

Software Problems 6.40%

Internal Staff Issues 5.00%

Hardware Problems 2.50%

Internal Systems 1.90%

Unpredictable customers the big MSP headache

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#4 Where you focus your effort?

2011 2013 Delta’s

Little Pro-

ActiveEffort

Some Much Pro-

Active Effort

Little Pro-

ActiveEffort

Some Much Pro-

Active Effort

Little Pro-ActiveEffort

Some Much Pro-Active Effort

Servers & Server Applications

4% 13% 83% 2% 10% 88% -3% -3% 6%

Workstations 17% 51% 31% 8% 30% 62% -9% -21% 31%

Mobile Devices (eg: Phones, Tablets)

75% 22% 3% 13% 50% 37% -62% 27% 34%

Internet/Cloud Services(eg: SaaS solutions)

47% 41% 12% 9% 37% 54% -38% -4% 42%

Printers/MFDs 58% 35% 7% 31% 49% 20% -27% 14% 14%

Networking Equipment 20% 54% 26% 8% 42% 50% -13% -12% 24%

Security 9% 38% 53% 2% 19% 79% -7% -19% 26%

Backup 2% 19% 79% 2% 11% 87% 0% -9% 9%

Cloud… mobile… workstations… focus

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Research Summary

» MSPs / IT Support Companies want :

□ to earn and retain trusted advisor status

□ growth – new & more profitable business

□ to build recurring revenue

□ to break the hassle of software renewal

□ to mitigate un-predictable business (risk in fixed price)

» A value Relationship not transactional relationship

» Know work will change (workstations, mobile & cloud)

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4 Scenarios

1. Doing nothing

2. Change Started... but... wrestling with the transition

3. Delivering some Managed Services BUT what now

4. Everything's Great – loads of customers, loads of revenue and growing like crazy….

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GFI MAX BUILDING BLOCKS TO MANAGED SERVICES

MANAGED SERVICES SIMPLIFIED

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“The human race has thisstrange compulsion to take themost straightforward conceptsand make them complicated.”

Warren Buffett

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“I would not give a fig for the simplicity this side of complexity, but I would give

my life for the simplicity on the other side of complexity.”

Oliver Wendell Holmes Snr (1809–1894)

“Make everything as simple as possible, but not simpler.”

Albert Einstein (1879–1955)

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Simplicity on the far side of complexity …

Understanding

Co

mp

lexi

ty

X

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GFI MAX Building Blocks - Managed Services Simplified

» Easy to implement

» Easy to sell

» No costly training

» Get going with no change

to your operation

» Move at the right pace

□ Do the right thing for your client

□ Manage the risk to your business

» Easy to evolve with current

Managed Services approach

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The Building Blocks Approach – Any Business Model

» Starting out… Building Blocks – 101

□ Sales tools - Deliver easily understood, easily sold services

□ Door openers - Low-cost services, easy entry point – to get you in the door

□ Get customers used to contracted service

□ Start up-selling to a fully managed service

» Advanced… Building Blocks – 201

□ Profitable Growth - Building revenue AND profit

□ Manage the risk transfer - Once you know your customers IT

□ Plan your growth - Resource to and manage for SoW & SLA

□ Move towards “All you can eat” managed services 24x7x365 systems

management, help desk and vendor management– profitably.

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Un-Managed Central

Infrastructure

Un-Managed Workstations

GFI MAX Building Blocks for Managed Services

Monitoring

Pro-Active Maintenance

Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations

Attract New Customers

Add Profitable Services

Retain Advisor/Leadership

Increase Recurring Revenue

Reduce Risk/Unpredictability

Efficiency, Scalability

Business Value

Un-Managed Email

Email Security

Email Continuity

Email Archiving

Managed

Email

Un-Managed Mobile

Devices

Monitoring

Mobile Security

Support

Managed Mobile

Devices

Un-Managed Cloud

Services

Monitoring

3rd Party Management

Support

Managed Cloud

Services

Un-Managed Continuity

Availability Monitoring

Connectivity Monitoring

Backup Testing

Enhanced Continuity

Un-Managed Security

Managed Antivirus

Penetration Testing

Data Leakage

Protection

Enhanced Security

Infrastructure Components Extra In-Depth Focuses

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Lucrative but more complex

Lowering your business risk

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Closer Look at Central Infrastructure

Un-Managed Central

Infrastructure

Monitoring


Support

Managed Central Infrastructure

Server Monitoring

Antivirus Monitoring

Backup Monitoring


SW Patch Management

Automated Maintenance

Performance Management

Customer Reporting

Remote Support

PSA Integration

Website Monitoring

Customer Reporting

Asset Management

Customer Reporting

Client Confidence Email

Patch Management Report

Fault History Report

Critical Event Report

All branded as yours

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Managed Workstations


Monitoring


Support

Managed Workstations

Workstation Monitoring


Customer Reporting

SW Patch Management

Automated Maintenance

Asset Tracking

Remote Support

PSA Integration

Customer Reporting

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For $xx a day, check your systems health

» Manage more issues which un-checked can cause big problems

» Customers sleep an night knowing It is taken care of.

» Problems on the Break/Fix $

» Own-brand report to show you’re

on top of things

» Customers get used to hearing from you everyday

Block #1 - Daily Safety Check

Disk space & File size Website & VPN

Event Logs Patch Status

Physical Disk Health Hacker Check

Network Devices Exchange Store Size

Critical Events Back-up & AV check

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Daily Audit: Are your IT guys doing their job?

» One off Health Check Audit – show issues with IT

» Independent Daily check of the health of your systems

» Daily Audit – showing back-up status, Antivirus definitions etc.

» Pitched at the business owner/business

» Become the Trusted Adviser

» First step to managed services

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Block #2 - 24/7 Real-time Server & Network Monitoring

For $x a day, we keep a check on your systems… around the clock

» Own-Brand Dash & Customer Portal» WallChart – NOC» Lot of chances to find B/F $$$$

» Learn about your customer’s systemsbefore you go “all you can eat”

Disk Space & File Size Security and AV Checks

Windows Services TCP ports

Back up check Server Performance

Network Devices status Bandwidth Monitoring

Critical EventsFile logs, website, SNMP devices etc

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For ??? a day, check:

» Fully Managed Server & Network (Inc. Labor)

» Likely to pick up all sorts of other ProjectsMuch longer, more firm and strategic relationship

» Gets to the heart of the customer desire‘Get my IT working and keep it off my desk’

» Fixed price service & agreed SLA & Scope of work

» On the ???, we’ve got calculators to help you price

Block #3 – Full Out-source.

24 * 7 Monitoring Customer Reporting

Remote User Support Automated scripts


Asset Management

Patch Management

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Un-Managed Central

Infrastructure


Monitoring


Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations


Additional Profitable Services






Business Value

Cloud, Mobiles

What’s in Each Building Block?

Information about the service, context in which it sits in Building Blocks

Financials (pricing & profit) calculators

Promotional material (flyers, letters, Fax Backs, phone scripts, web site text, etc.), value proposition, marketing and sales strategy

Implementation documents (contracts, SLAs, statements of work)

Implementation considerations: Integration, billing, scaling, etc.

Free Assets to sell managed services

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Un-Managed Central

Infrastructure


Monitoring


Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations








Business Value

Cloud, Mobiles








Your Logo

Here

Your strap line

here

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Un-Managed Central

Infrastructure


Monitoring


Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations








Business Value

Cloud, Mobiles








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Un-Managed Central

Infrastructure


Monitoring


Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations








Business Value

Cloud, Mobiles








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Un-Managed Central

Infrastructure


Monitoring


Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations








Business Value

Cloud, Mobiles








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Online Support and Live Coaching - FREE

The MSP Community:

» Webinar Recordings» White Papers» Blog Postings» Videos: Ideas to grow

your MSP business» Guest Presenters» Building Blocks to

Managed Services content

mspbusinessmanagement.com

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GFI MAX Building Blocks 201

Monitoring


Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations







Business Value

Un-Managed Email

Email Security

Email Continuity

Email Archiving

Managed

Email

Un-Managed Mobile

Devices

Monitoring

Mobile Security

Support

Managed Mobile

Devices

Un-Managed Cloud

Services

Monitoring

3rd Party Management

Support

Managed Cloud

Services

Un-Managed Continuity

Availability Monitoring


Backup Testing

Enhanced Continuity

Un-Managed Security

Managed Antivirus

Penetration Testing

Data Leakage

Protection

Enhanced Security


Un-Managed Central

Infrastructure


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Closer Look at Managed Security Service

Un-Managed Security

Malware Management

Perimeter Security

Internal Security

Managed Security

Managed Antivirus


Asset Management

Penetration Testing

Data Leakage Protection

SW Patch Management

Vulnerability management

Customer Reporting

Customer Reporting

Mobile Security

Management

Customer Reporting

INTEGRATED MANAGED AV

DAILY HACKER CHECK

VIRUS PROTECTION REPORT

ASSET MODIFICATION REPORT

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GFI MAX Building Blocks Summary

Focused on delivering the 6 wants:

1. Want new & more business

2. Retain trusted advisors/service

3. Value, not transactional relationship

4. Build recurring revenue (cf: gym memberships)

□ Break the hassle of software renewal

5. Mitigate un-predictable business (risk in fixed price)

6. Know work will change (move to workstations, mobile & cloud)

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GROWING MANAGED SERVICES – MADE EASY

» Everything you need to get going and keep going in one place.□ Technology, SLA & Sales/Marketing material

» System that’s easy to use, low cost to run, and low maintenance

» Builds recurring revenue round core systems and core business services□ Sticky

□ High value

□ Easy to sell and affordable to deliver

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How to Get Going with Building Blocks

Sign-up to a FREE 30-day trial of GFI MAX RemoteManagementhttp://www.gfi.com/maxrm/

□ You get the full system

□ Set up in less than 10 minutes!

□ No commitment

□ No hard-sell

Or contact us for more information on the Building Blocks to Managed Services Program at: [email protected]

Thank You!

http://www.gfi.com/maxrm/

mailto:[email protected]

managed services smb nation june 2011

Documents

managed services revenue

business goals

business desire

run business

gfi max customerslarge

mobile cloud

cost services

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