This reference guide lays out the qualities, methods and strategies required to build and grow a successful MSP business – from the internal steps providers must take to prepare operations, processes and personnel to the strategic thinking, planning and execution required to play in this market successfully.

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Managed Services Matters

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Introduction:
When it comes to business success, there is no such thing
as luck.
Success requires a dedication to preparation, planning,
execution, and persistence as well as a careful balance of
both art and science.
Focus too much on the science — the technology — and the
business is liable to suffer. As for the artistic side, balance is
needed. Define your strategy, understand your employees,
get to know your customers and provide services that support
their business.

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Why Businesses Hire MSPs
Managed service providers
deliver value — plain and simple.
This value is provided through
many different avenues, but at
its core, it is based in uptime
and certainty.
MSPs deliver:
• Predictability
• Reliability
• Consistency
And prevent issues that can:
• Bring down a network
• Halt business operations
• Result in profit loss

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Delivering What
Customers Value
MSPs take over many of the everyday IT
functions that businesses can no longer
manage on their own —
• Lack of finances
• Time
• Workforce resources
This task transference allows businesses
to refocus on their core functions and
strategic plans, allowing them to gain
clarity of focus that enables better
decision-making and future success.

5. The Progression of Managed Services
The shift to managed services changes how IT
should be managed and consumed.
In the past, technology was regarded in terms
of products that are purchased, installed,
and used.
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Today, the managed service provider no longer
resembles the reseller, integrator, or solutions
provider of the early 2000s. Technology — and
primarily the data it delivers — is becoming
more like the services provided by utilities and
phone companies.

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The Future of Managed Services
Remote monitoring and
management (RMM) tools
have become increasingly
sophisticated since their
introduction to the services
market over a decade ago.

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The Future of Managed Services
They are now able to handle a wide range of IT
maintenance tasks besides system monitoring.
When combined with Professional Service
Automation, antivirus, and many other software
packages, MSPs can now offer a large variety of
services more efficiently than ever.
This includes —
• Automation
• Cloud
• Mobile device management
• IoT
• Hyper-converged infrastructure
• Edge computing
• Software-defined networking

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Driving Business Success with Internal Operations
Maintaining a successful business is much more than just offering
the right services. There are a number of internal operations
considerations for managed services providers as they work to
meet new demands from clients.
This includes —
• Hiring and retaining good people
• Developing and executing strategies to sell proactive services
• Creating an effective marketing plan
• Making critical decisions on whether or not to build your own
network operations center (NOC)
• When to handle services in-house or partner with
an already established practice
Get these elements right, and
you’re on your way to satisfying
both the art and science needed
to build a successful managed
services business.
Current IT Staffing Levels

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Market Best Practices
There are a number of best
practices MSPs can leverage
to attract and retain ideal
customers:
When developing
customer-facing strategies,
MSPs must be professional,
consistent, and mindful of
the need to properly set
expectations with customers.
They must not lose sight of
the need to govern and protect
business relationships with
well-crafted agreements.
In the managed services space,
reliable service requires:
• Hiring the right staff
• Executing a well-defined
sales strategy
• Leveraging the right
technology tools to facilitate
service delivery and help
you achieve your stated
business goals

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Selling Power as a Managed Service
Through managed services, the maintenance and
management of IT environments has profoundly changed
from one-off troubleshooting and remediation to ongoing
downtime avoidance through proactive and preventive tactics.
Since power is critical in the protection of IT assets, adding
management services for this area represents a natural
progression for the MSP business.
Selling power as a managed service:
• Increases incremental revenue
• Adds value for your customers
• Ensures SLA compliance
• Reduces costs
• Enables competitive differentiation

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Conclusion
Understanding the market and staying
attuned to customer needs are critical
components of a successful managed
services business. Finding and retaining
talented people and knowing when to
explore partnerships for expanding
business is just as important as knowing
how to price services. Getting these
components right is critical to striking the
balance between art and science in
managed services.