•The most popular managed services offerings •Determining “core” vs. “chore” services •The most common overlooked outsourcing opportunities

1. 5 Overlooked Outsourcing Opportunities
for MSPs
June 7, 2012
Sponsored by:

2. Welcome
Joe Panettieri, Editorial Director
Nine Lives Media, a Division
of Penton Media
E: Joe@NineLivesMediaInc.com

3. What We’ll Cover
• The most popular managed services
offerings
• Determining “core” vs. “chore” services
• The most common overlooked
outsourcing opportunities
• Your questions throughout

4. Managed Services in the Enterprise
• 75 percent of MSPs in the MSPmentor
100 serve customers with at least 101
seats
• Remote monitoring remains the most
popular managed service among
MSPmentor 100 members (97 percent)
• MSPmentor 100 companies manage 2.7
million desktop and mobile devices (up 50
percent from 2010)

5. Please Welcome
Phil O’Konski John J. O’Donnell Greg Donovan
Director Vice President Vice President
Managed Services IntelliNet Corp. Service Provider Practice
Integration Nimsoft
Datalink

6. Welcome
Phil O’Konski
Director, Managed Services
Integration
Datalink

7. About Datalink
• Year Founded: 1987
• Headquarters: Eden Prairie, MN
• Number of Employees: 400
• Market Focus: Fortune 500, Mid-Tier
Enterprises
• Types of Services Offered:
– Consulting
– Design
– Implementation
– Management
– Support

8. Welcome
John J. O’Donnell
Vice President
IntelliNet Corp.

9. About IntelliNet Corp.
• Year Founded: 1997
• Headquarters: Cleveland, OH
• Number of Employees: 100
• Market Focus: Enterprise
• Types of Services Offered:
– NOC services (24/7/365 networking monitoring, network
support, help desk)
– Application services (software deployments, app support, app
development)
– Service delivery (project management, service assurance)
– Network services (architecture, implementation, support)
– Desktop services (desktop lifecycle management, end user
support, VDI implementation, OS and app management)

10. Welcome
Greg Donovan
Vice President
Service Provider Practice
Nimsoft

11. Nimsoft – Who We Are
Bridging the Gap between Business and IT Leading from the Front
• Independent division within CA
• Direct offices worldwide
• USA, UK, Spain, Norway,
Growth Momentum: Nimsoft Since Acquisition Germany, Sweden,
Australia, Benelux,
Singapore, India,
Latin America
• 1,000+ customers worldwide
• Corporate IT and MSPs

12. The MSP’s Customer CIO: Core
vs Chore the business
• Core: Run
– Sales
– Manufacturing
– Finance
• Core: Enable users to do
their jobs
• Chore:
– Running datacenter
– Network operations
– CRM/ERP systems
management
– ITSM applications

13. Polling Question
How many managed services on average do
you provide your customers?
A. None
B. One to two
C. Three to five
D. Six or more

14. Overlooked Opportunity #1
Monitor Application End User Experience
– Resonates with business owners, senior executives
• It’s about revenue and profit
• Sophisticated MSPs are selling C-levels killer application
performance
– Flips focus from commodity bottoms-up
infrastructure pursuits to high-value, top down
application experience
• Infrastructure-only monitoring of little value if customers
can’t conduct their business transactions
– E2E measurement of customer’s vital business
applications
• Example: Large oil company, critical app, five geographies,
oil traders need sub-second response time
• Example: e-Comerce site, customers not generating
revenue, app and infrastructure teams pointing fingers

15. Overlooked Opportunity #2
Managed SharePoint Services
• Care and feeding of SharePoint after setup
• Providing administrative services, ensuring
SharePoint is configured and maintained
effectively:
– Adding users
– AD integration
– Enable employee access to other SharePoint sites
– Deploying new widgets

16. Overlooked Opportunity #3
‘Managed Monitoring’ Services
– It’s about ‘making IT look good’
• Shifts the mindset of displacing IT or becoming your
customer’s IT department to helping make your
customer’s IT department look good
• Enables IT to focus on delivering value for their
business, not maintaining tools
– Monitoring tool administration
• Administer end customer’s monitoring tool; adapt
monitoring to constantly changing IT – persistent
observance and configuration to ensure valid data

17. Overlooked Opportunity #3 (cont.)
‘Managed Monitoring’ Services (cont.)
–Monitoring customer’s end-to-end IT
• Customer application and infrastructure monitoring
services
– Alarm noise reduction, sift through false alarms, root
cause
– Customer notification and escalation of critical issues
– Unified dashboards and reporting

18. Overlooked Opportunity #4
Modernize Gentrified IT Systems
- Update old equipment with modern IT
solutions
• e.g., build/manage/monitor private clouds
(Vblock, Flexpod or lower-end lookalikes) either
on customer’s premises or in your or your
partner’s data center

19. Overlooked Opportunity #5
Managed VoIP Services
– Lots of movement from aging systems to VoIP
– Underserved SMB market
• Significant uptake but lots of SMBs leave it
unmonitored – no place to go when problems occur
• VoIP vendors largely ignoring managing/monitoring
SMB
– Help customers decide most important VoIP
monitoring points for their business
• Thousands to consider, narrow to the critical few
– Deliver proactive managed services across VoIP
infrastructure to ensure peak performance

20. Bonus: Overlooked Opportunity #6
Leverage 7x24 help desk for after-hours
services, such as:
• End user support for patient information
system
• Website navigational support, password resets
• End user support for hotel Wi-Fi service
provider
• Password resets
• End user support for basic PC tasks
• Microsoft Office Q’s, printing issues

21. Bonus: Overlooked Opportunity #6
(cont.)
Leverage 7x24 help desk for after-hours
services, such as: (cont.)
• End user support for two-factor
authentication
• Manage hard/soft tokens, reset passwords, ship
when lost
• Data Center walk-throughs, ensures
compliance
• 2 a.m., 6 a.m. walk-throughs, check
temperature/water/etc.

22. Ask the Experts
Phil O’Konski John J. O’Donnell Greg Donovan
Director Vice President Vice President
Managed Services IntelliNet Corp. Service Provider Practice
Integration Nimsoft
Datalink

23. Where Can I Get More Information?
Nimsoft.com
Nimsoft.com/mspzone
Modern IT Blog: blog.nimsoft.com
Socialize with Nimsoft!
Twitter: @nimsoft
FB: facebook.com/Nimsoft
LinkedIn: linkedin.com/company/Nimsoft/
SlideShare: slideshare.net/NimsoftMonitoring
YouTube: youtube.com/user/Nimsoft

24. Our Next Channel Expert Hour Webcast
Date: June 20
Time: 11:00 a.m. PT/2:00 p.m. ET
Topic: Recurring Cloud Backup Revenue: 2
Options for VARs & MSPs
Register: mspmentor.net/events

25. Nine Lives Media Contacts
Editorial
Joe Panettieri, Editorial Director
E: Joe@NineLivesMediaInc.com
Sponsorship
Amy Katz, President
E: Amy@NineLivesMediaInc.com