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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
Pro-Active Maintenance
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
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
Lo
we
r va
lue
bu
t si
mp
le
Lucrative but more complex
Lowering your business risk
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Closer Look at Central Infrastructure
Un-Managed Central
Infrastructure
Monitoring
Pro-Active Maintenance
Support
Managed Central Infrastructure
Server Monitoring
Antivirus Monitoring
Backup Monitoring
Connectivity 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
Un-Managed Workstations
Monitoring
Pro-Active Maintenance
Support
Managed Workstations
Workstation Monitoring
Antivirus Monitoring
Customer Reporting
SW Patch Management
Automated Maintenance
Asset Tracking
Remote Support
PSA Integration
Customer Reporting
Lo
we
r va
lue
bu
t si
mp
le
Lucrative but more complex
Lowering your business risk
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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
Pro-Active Maintenance
Asset Management
Patch Management
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Un-Managed Central
Infrastructure
Un-Managed Workstations
Monitoring
Pro-Active Maintenance
Support
Monitoring
Pro-Active Maintenance
Support
Managed Central
Infrastructure
Managed
Workstations
Attract New Customers
Additional Profitable Services
Retain Advisor/Leadership
Increase Recurring Revenue
Reduce Risk/Unpredictability
Efficiency, Scalability
Infrastructure Components Extra In-Depth Focuses
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
Un-Managed Workstations
Monitoring
Pro-Active Maintenance
Support
Monitoring
Pro-Active Maintenance
Support
Managed Central
Infrastructure
Managed
Workstations
Attract New Customers
Additional Profitable Services
Retain Advisor/Leadership
Increase Recurring Revenue
Reduce Risk/Unpredictability
Efficiency, Scalability
Infrastructure Components Extra In-Depth Focuses
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
Your Logo
Here
Your strap line
here
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Un-Managed Central
Infrastructure
Un-Managed Workstations
Monitoring
Pro-Active Maintenance
Support
Monitoring
Pro-Active Maintenance
Support
Managed Central
Infrastructure
Managed
Workstations
Attract New Customers
Additional Profitable Services
Retain Advisor/Leadership
Increase Recurring Revenue
Reduce Risk/Unpredictability
Efficiency, Scalability
Infrastructure Components Extra In-Depth Focuses
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
Un-Managed Workstations
Monitoring
Pro-Active Maintenance
Support
Monitoring
Pro-Active Maintenance
Support
Managed Central
Infrastructure
Managed
Workstations
Attract New Customers
Additional Profitable Services
Retain Advisor/Leadership
Increase Recurring Revenue
Reduce Risk/Unpredictability
Efficiency, Scalability
Infrastructure Components Extra In-Depth Focuses
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
30
Un-Managed Central
Infrastructure
Un-Managed Workstations
Monitoring
Pro-Active Maintenance
Support
Monitoring
Pro-Active Maintenance
Support
Managed Central
Infrastructure
Managed
Workstations
Attract New Customers
Additional Profitable Services
Retain Advisor/Leadership
Increase Recurring Revenue
Reduce Risk/Unpredictability
Efficiency, Scalability
Infrastructure Components Extra In-Depth Focuses
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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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
Pro-Active Maintenance
Support
Monitoring
Pro-Active Maintenance
Support
Managed Central
Infrastructure
Managed
Workstations
Attract New Customers
Additional 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
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
Un-Managed Central
Infrastructure
Un-Managed Workstations
Lo
we
r va
lue
bu
t si
mp
le
Lucrative but more complex
Lowering your business risk
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Closer Look at Managed Security Service
Un-Managed Security
Malware Management
Perimeter Security
Internal Security
Managed Security
Managed Antivirus
Antivirus Monitoring
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!