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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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5 IT Certifications to Equip Your Techs with this Year

Posted June 15, 2017by Brandon Garcin

5 IT Certifications to Equip Your Techs with this Year

Given how constantly technology changes, managed services providers (MSPs) must be lifelong learners. On one side, you learn to identify client needs and how best to support them, and in so doing, gain their trust to create a long-lasting business relationship.

But there’s more to being an MSP. Do you know how to stay on top of new demands in high technology to maintain the awesome customer service and support you already provide to your clients? You can optimize service delivery by making sure your technicians constantly learn new skills and gain new IT certifications. By doing this, they'll be even more of an asset to your company.

With so many certifications out there, we thought we would shorten the list and give you the top five to target in order to grow your MSP business in 2017.

1. Microsoft Certified Professional (MCP)

Microsoft Certified Professional (MCP) serves as your techs' foundation for advanced Microsoft certifications. Many branches of a successful IT business are built off of techs having this certification. MCP provides the required knowledge base and skills for Microsoft technology and products, enabling more advanced competencies and certifications. With Microsoft technologies being a top IT technology provider, it’s important for your techs to be up-to-date with anything new.

2. Microsoft Certified Solutions Expert (MCSE)

It's no surprise that Microsoft Certified Solutions Expert (MCSE) is on this list since it is a widely known certification and is always in high demand for techs. Technicians can choose from a range of certifications for both on-premise and in the cloud technology, including identity management, systems management, virtualization, storage, applications and networking. It is recommended that techs start with Microsoft Technology Associate (MTA) certifications. It's also worth noting that the MCSE was formerly known as the Microsoft Certified System Engineer certification.

3. CompTIA A+ Certification

The CompTIA A+ certification is entry level, displaying your technicians’ competency of IT technologies. By passing the two required exams, your technicians will be able to understand what is happening and how, especially during critical situations when troubleshooting issues with PC, mobile device, laptop, or operating systems maintenance. In addition, they’ll obtain necessary, industry-standard skills like installing, maintaining, customizing and operating personal computers.

4. HDI – Desktop Support Technician Certification

The HDI Desktop Support Technician certification gives help desk technicians the ability to understand and execute critical support operations when visiting clients and providing desk-side support for any on-site repairs at their workstations. In addition, with this certification, technicians will gain valuable customer service experience, developing the interpersonal skills needed to further develop and strengthen relationships with clients. Thinking about smart-sourcing your help desk? Make sure you pick one with techs that hold this certification!

5. Information Technology Infrastructure Library (ITIL)

Service deliverability is critical to your IT business success, so make sure you have a technician on staff with this credential. A technician with Information Technology Infrastructure Library (ITIL) certification has the skillset to lead your service delivery by implementing baselines for each level of your services, maximizing the value of your business and ensuring great customer support. According to Axelos, ITIL-certified technicians grow MSP business by:

  1. Supporting business outcomes
  2. Enabling business change
  3. Optimizing customer experience
  4. Showing value for money
  5. Continually improving


Of course, we can’t go without mentioning our very own Continuum University Certification. ContinuumU is the best way for technicians to gain knowledge and insight into the products we sell to our partners. In an effort to fully support them, we are constantly updating and adding new courses.

2017 can be an incredible year for revenue growth if you invest in your techs and insist they receive the latest industry certifications. Remember, in this ever-changing market, learning opportunities abound! Is your MSP business taking advantage of them?

Handpicked for you:

Brandon Garcin is Continuum's Director of Content Marketing, and is responsible for the creation and execution of a variety of resources designed to win new business and support existing customer accounts. He has authored more than a dozen eBooks which have generated thousands of downloads, and has consulted with hundreds of Continuum partners to help improve their marketing and lead generation efforts through website optimization and content development. Brandon is also the host of The Weekly Byte, a video and audio series produced by Continuum that provides quick, digestible tips and best practices that MSPs can use to help their business succeed.

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