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In the previous post, we highlighted   how risk assessments bring value to your quarterly business reviews , but that’s not the only good use for risk assessments. They can also be used to help with the sales process, and even with prospecting. Given that marketing and sales remain perpetual challenges for MSPs, anything that helps improve these processes is definitely worth exploring. So how do risk assessments help with your sales and marketing efforts? Let’s take a look. A risk assessment is one of those critical pieces of documentation that can showcase the competitive value your MSP can provide to a client. By providing a sample risk assessment, a prospective ...
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How to Track Risk

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“I thought you were taking care of that!” When a client tells you that, you know you’re going to have a fantastic conversation. That’s because something bad happened, and revealed a common disconnect between IT service providers and their clients. The client assumes that the IT service provider handles every single aspect of IT service, including everything security related. You, the IT service provider, probably have a more realistic view. But in a way, the client has a point. It’s not their fault that if they are unaware of the risks. And how would they know what you are handling if you don’t tell them? This is where the risk assessment comes into play. ...
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How many privileged accounts do you administer? If you don’t know the answer, that’s not good. But you probably do know, and it’s somewhere in the 2-5 range for every client that you have. Could be more, could be less. So what’s the problem with privileged accounts? They are the accounts that hackers love to target, and they are also the most difficult to secure. That makes for a bad combo. Privileged Accounts = Targeted Accounts The math here is pretty straightforward – privileged accounts are just as easy to phish or hack as any other account, but they have access to way more stuff. As in, stuff you can sell on the dark web, or goodness knows what else. ...
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Most documentation efforts fail, especially in smaller IT service providers or understaffed internal teams. But there are different points of failure, which means that solving one issue might not get you anywhere near where you need to be. In fact, you might find yourself playing a game of whack-a-mole, with a new problem scuttling your documentation dreams just as you solve the first one. To solve the many different IT documentation problems, you’ll need to know what they are. Let’s go over the big ones. Point of Failure #1 – It’s Flat A common mistake a lot of IT folks make is thinking that the documentation process begins and ends with ‘writing stuff ...
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What does it mean to be a successful MSP? In the current landscape, there’s really no final destination for this. The MSP business as a whole is in a constant state of change – of evolution. What once made an MSP profitable, is no longer sufficient. Rather than reaching a final destination, success for MSPs is now characterized by their ability to keep up with the change, or better yet, stay ahead of it. So what can you do to ensure your MSP is in a good position to adapt to these changes? We put together some thoughts. How is the industry changing? The industry is simultaneously growing and consolidating. Established players are seeking growth by acquisition, ...
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So you want to reap the benefits of automation, but don’t have the expertise to leverage an API. We’re here to tell you that it’s easier than you think. The best explanation I received of an API is that it allows two technologies to talk to one another. Looking at it that way, these technologies must have their own language, their own way of communicating with one another in order to achieve certain ends. So to equip you with the tools you need to start leveraging APIs and automation, you first need to get a sense for this language. With the help of our Product Owner, Hanson Do, and one of our Sales Engineers, Travis Brittain, we put together some of the ...
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The ROI of API

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“What’s the ROI of that?” We often forget to make this question part of our decision-making process. It’s easy to see why ROI is overlooked for smaller decisions – you might not have great numbers to work with, you might be trying to solve a problem and keen to work with whatever solution presents itself. But at the end of the day, anything that you do should add value. After all, If it doesn’t add some sort of value, why are you doing it? So let’s look at using the  IT Glue API . It’s pretty easy to work with if you have a little coding experience. But there are definitely some folks who would like to streamline processes and build out integrations, but either ...
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Did you ever trek up to a famous lookout spot, only to find that once you get there the clouds have rolled in and you can’t see much of anything? Like the time I was in Rio and went up to the Christ the Redeemer statue and it was so foggy I couldn’t even see the top of the statue, much less the city below. I was only there for a day, and had already paid for the tour, so I didn’t have a whole lot of choice about going, even though I knew the weather was bad. I mean,   nobody in their right mind would choose to have such terrible visibility , right? What’s inhibiting full network visibility? So why do MSPs choose to attempt to service their customers without ...
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Stop me if you’ve heard this before: sell on value, not on price. Sounds great, right? And it is good advice. But you need the right tools, if you’re going to shift the conversation to value. So what does that conversation look like? In the coming weeks, our series   The Value Conversation   will help give you the tools that you need to convey value to new prospects and established clients alike. In order to have easier conversations with your clients and prospects, you first need to have a tough conversation with yourself. You need to understand how, precisely, you add value. The value conversation starts with you – you are not just doing IT stuff, you ...
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Documentation is a critical but often overlooked source of competitive advantage. When you have good documentation practices in place, that means you’ve documented the ins and outs of your clients’ organizations, and you have all the proof of your processes. So when it comes time to sit down with your clients for the quarterly business review (QBR), your documentation has everything you need in order to deliver productive, transparent, and insightful conversations that strengthen your customer relationships. Service level agreements (SLAs) Did you reach your service level agreements during the past quarter? Whether you hit all of your SLAs or fell short on a ...
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The biggest shift in the transition from the break-fix business model to managed service provider (MSP), comes down to your pricing and operations. In other words, how much are you going to charge for your services, and how are you actually going to operate in order to provide these services. Consider the following. Choosing the right pricing model Break-fix businesses tend to rely on an activity-based revenue model. Your clients come to you with a problem, and they’re charged based on that circumstance. As an MSP, you’re likely going to shift towards focusing on your monthly recurring revenue (MRR), and thus be charging on a monthly basis. The key to ...
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Transitioning from the break-fix business model to managed services might feel like an entirely different ball game. That’s because it likely is. But now that you have the right   MSP mindset   in place, it’s time to address the sales and marketing components. For managed service providers (MSPs), having a sales and marketing strategy isn’t optional. It’s critical. Both your sales and marketing help build brand awareness, facilitate long-term customer relationships, and drive growth in your business. Let’s take a deeper look. Differentiation Your sales and marketing strategies depend largely on understanding what differentiates you from other MSPs. In ...
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Gone are the days of simply fixing your clients’ tech and waiting for the next frantic phone call. Organizations today are entirely dependent on technology, so your clients can’t afford even a hint of downtime. For many businesses, this means that the break-fix model is no longer a viable solution for providing the necessary level of consistency and reliability customers need. Managed service providers (MSPs), on the other hand, are all about that consistency. Before you take the plunge and get into the nitty-gritty of transitioning into your own MSP business though, you need to start with a shift in your mindset. Running an MSP has a lot of differences in ...
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In your MSP, are the people who sign off on a new piece of software the same people who actually use the software on a day-to-day basis? On many teams, it’s the technical staff who have their ears to the ground and make a point to keep themselves up to date on the latest and greatest tech. So what do you do when you’ve found the perfect solution to your woes, and you need to get senior management or ownership to sign off on it? We’ve taken a look at this exact situation and found a few different strategies that have proven to be effective. Make sure they understand your pain You want the new tool because it solves a problem that you have. While it’s natural ...
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Does your documentation spark joy? It might, but we’re not going to get quite that deep into Marie Kondo’s latest Netflix series. We will, however, suggest that while Tidying Up With Marie Kondo has lead many to head straight to cleaning out their closets, it might be time that you went through your documentation. Rather than thinking about what documentation brings you joy, consider what documentation is offering you the most value. We talk a lot about the importance of documentation. If you’re documenting consistently, you don’t need to be told the kind of impact it can have on your business. That being said, if your documentation isn’t adding value, then ...
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How many times have you heard us bring up efficiency? We talk about it all the time, and that’s because IT Glue is a fantastic tool for improving your efficiency. So let me ask you this – what does this efficiency do for you? Because here’s what it should be doing. The true value of efficiency I read an   article on LinkedIn   the other day that highlighted the true value of efficiency. It’s not about that short-run immediate bottom line impact, although improving margins and increasing profits sure feels good. The true value of efficiency is that it allows you to increase your effectiveness. You take a bunch of stuff out of your brain, and doing so frees ...
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When a client calls in with a problem, what’s your process? Now, consider how you showcase that to your clients. It’s one thing to be able to talk about how your MSP meets SLAs or crushes tickets, but it’s another thing to provide the evidence that actually shows how those processes are accomplished. That’s what documentation offers you – full transparency. Team transparency The core of documentation is about getting information out of an individual’s head and turning it into shared knowledge. That transformation itself creates a strong degree of transparency. When only one team member knows the ins and outs of a client’s organization, a process, or an ...
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Guess what? Your non-technical employees love saving time too. The problem of time waste is unfortunately not just limited to solving tickets; it’s everywhere. It’s in marketing, sales, human resources, finance – the list go on. What’s the solution? The same solution you’ve gotten your techs on board with. Documentation. Here’s why: 1) Shared knowledge When information is stuck in the head of individual employees, nobody benefits. Instead, documentation provides a shared bank of knowledge. Think about your hiring process. When a new employee comes in, how do you get them effective in their job as quickly as possible? Regardless of their position or department, ...
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Are your techs documenting? They should be. Oftentimes if they’re encountering problems on the job, it can be boiled down to poor documentation. Lack of standardization? Time waste? Onboarding too slowly? Yes, documentation is the solution. Once your techs are in a   documentation rhythm , they’ll wonder how they ever survived without it. So how do you get your techs to not only start documenting but do it consistently? Here are 4 steps. 1) Show value Start with the basics. It’s difficult to love something when you’ve not yet seen the value in it. Start by highlighting what documentation can do for your techs once they start making it an integral part ...
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Feeling burnt out? All you need is a quick glance at Reddit to know that you’re not alone. A little while ago a colleague of mine stumbled across a Reddit page based on the opening comment, “Burnt out and I don’t know what to do.” The user worked for an MSP, and identified experiencing an overwhelming amount of responsibilities – the kind that isn’t sustainable. Scanning the page, a large influx of comments reported that many were struggling with the same kind of thing: feeling overworked, underappreciated, and experiencing something close to chaos in their companies. Burnout doesn’t come out of nowhere , though. So, what’s causing the flame to go out? ...
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