At some time or other, it’s happened to all of us. You have your coat on and are the last person walking out of the door at the end of the day when the phone rings. Obviously you answer it, customers come first after all.Read More
In this fourth blog post covering aspects of best of breed (BoB) system architecture, we look at the advantages (and disadvantages) of buying a timesheet system.
Probably one of the earliest computer systems developed for companies to use internally were timesheet systems. They have certainly been around on mainframe platforms for 50 years and as cloud solutions since the beginning of the internet.Read More
In this third blog post covering aspects of best of breed (BoB) system architecture, we look at the advantages (and disadvantages) of using a standalone service desk system.
The choice facing software companies has been really two-fold. Either buy a modern service desk system or use the service desk module of the market leading agile development tool (no prizes for guessing which one we mean).Read More
As an MSP moving away from break/fix into service contracts, what are the top four considerations for buying a PSA tool to make that move successful?
For 30 years, MSPs have used software that was optimised for break/fix operation. From the ticket workflows and billing methods to the customer reporting, these ticket-centric systems did exactly what was needed.
But now the world is changing as managed services replaces break/fix as an operating model.
So, if you are on this journey (and you should be), what are the key requirements you should look for in your PSA tool and why?Read More
That may seem a stupid question, indeed, you may ask, what do you even mean by “way of selling”?
So, if you’ve never given it any thought, perhaps a couple of minutes reading this blog will be time well spent. It could save you $1,000s in wasted PSA fees when you find that you’ve chosen one that doesn’t support one of your ways of selling.Read More
In the early days of Managed Service Providers, a standard operating model was followed. They could all act and look the same because everything was physical - you needed to visit your customers for most fixes, so competition was limited to local providers.
Indeed some providers actually trained MSPs in how to operate a profitable business, using standard prices, and standard product offerings. Plus of course their software; smart.Read More
One of the new features in 3.10 is device based billing. This feature allows you to specify contract prices (for example relating to maintenance) for different types of devices, and have Harmony pick up on the number of active devices when billing. This means you do not need to amend your contracts within Harmony; you just specify on the original order\agreement with the customer the rates you are going to be charging for the devices which are being supported. As usual this supports "look up" and "fill up" banded pricing mechanisms.Read More
CMM is a concept that dates back to the US Department of Defence assessing their software contractors and developing a maturity model that enabled the contractor’s process maturity to be compared.
You sometimes see outsourced companies advertising themselves as CMM level 5 (the highest) with direct reference to this model.
There is significant debate about whether CMM Level 5 even makes sense as an operating model, in particular for innovative software development. However as a lens through which to review your processes, it has good applicability and is a stepping stone to ISO accreditation.Read More
In the final blog post on MSP 2.0 trends, we discuss how the market is splitting into MSPs that are growing rapidly and ones that are stagnating, highlighting the success factors driving the former.
Research indicates some clear differentiating factors between these two increasingly distinct types of MSPs.
So, what does it take to become successful and take your MSP business to the next level in today’s complex world?Read More
Continuing on from our previous blog post on MSP 2.0 trends, this article talks about specialisations.
So, it used to be that MSPs were technology and business generalists. The local nature of the service provided required them to take on any business they could and deal with them all in much the same way.
Now, we increasingly see the emergence of MSPs that specialise in a particular kind of business and have widened their offering to include business software serving that vertical.Read More