How to Choose the Best RMM Solution for Your Business in 2017


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How to Choose the Best RMM Solution for Your Business

Consider your growth goals for the year ahead and ask yourself, “Am I using the right RMM solution for my business?" Here are some things to consider when looking for the best RMM software.

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Ray Vrabel

Ray Vrabel is Continuum's Director of Technical Account Management and participates in product and service growth initiatives, and also manages Continuum's Technical Account Management team, which supports over 3,500 partners worldwide. Prior to Continuum, Ray joined Zenith Infotech in 2005 and held several positions including Service Desk Manager, Sr. Technical Account Manager and Sr. Manager of Service Operations. He currently has over 15 years of experience in the IT industry, specializing in Managed Services, Disaster Recovery, and Cloud Solutions. Prior to Continuum and Zenith, Ray worked at ANH Refractories, a world-class provider of Refractories products, in their Service Desk Department supporting 53 locations and 1,500 employees. Ray also worked for a startup venture at Body Media a pioneer in wearable body monitoring systems as a technical lead in their Technical Customer Support Department. Ray holds a Bachelors of Science in Business Technology Support and Training from Indiana University of Pennsylvania.
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Recent Posts

The Top 5 MSP Blog Posts of February 2019

Posted by Meaghan Moraes on February 27, 2019

Having defined processes in your MSP to drive business forward. Understanding how to explain the value of your services rather than just listing them on your website. Finding the right opportunities to have cross-sell conversations with clients. These were just a few of the topics discussed on our blog this month that resonated most with readers.

Check out our roundup below of the top five MSPblog posts of February to explore the key themes buzzing in the MSP community right now!

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Topics: Business Growth, Sales and Marketing, RMM

Partner Spotlight: Working with the NOC for Upgraded Support, Skills, and Scalability [VIDEO]

Posted by Lily Teplow on February 5, 2019

Most managed services providers (MSPs) are no stranger to the struggle of finding qualified candidates for technical jobs. Especially those who are running a lean operation—every hire and every team member is critical. But in order to scale and support the needs of your clients, how can you right-size your team without breaking the bank?

In this partner spotlight, Tandem Systems, an MSP based just outside of Manchester in England, shares how they have more confidence going out to market because they’re backed by Continuum’s Network Operations Center (NOC) team.

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Topics: RMM, IT Services, Continuum

3 Mobile Security Quick Tips to Share with Clients

Posted by Matt Mainhart on December 26, 2018

We live a mobile lifestyle. Our mobile devices keep us connected, and we can do anything from our mobile devices - from anywhere in the world. Online banking, hotel reservations, email – all can be accessed with a tap of the finger.

If you forget your phone at a restaurant, at work, or at the pub – how confident are you that nobody else can access your information?

While browsing the Internet, how confident are you that your information is only being viewed by you?

Follow these steps for a confidence boost in your mobile security:

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Topics: RMM, IT Services, Cyber Security

How to Boost Business with Network Assessments

Posted by Mark Winter on October 4, 2018

Our team occasionally encounters questions from Continuum partners about the difference between our network assessment tools that are available to them from Continuum, and the reports available through Continuum’s RMM software. While both systems are looking at a wide array of network and machine data and activity, the way they collect and report on that information is very different.

In this post, we’ll cover how network assessments work, and how you can leverage them as a tool for prospecting new clients and retaining your existing ones.

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Topics: RMM, IT Services

Explaining “IT” to Your Clients

Posted by Meaghan Moraes on September 7, 2018

When your profession is managing IT for your clients, you’re expected to know the ins and outs. You’re the expert, right? You’re the thought leader, the support system. But “IT” is a broad term.

Apart from your job title, how do you actually showcase your IT expertise to clients in a way that gets their buy-in, their trust, and their business long term? It’s all in the way you communicate.

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Topics: Business Growth, RMM, Explaining IT Series

How to Become a More Proactive IT Provider

Posted by Alex Hoff on August 21, 2018

Being proactive is one of the service pillars at the heart of the modern MSP business model.

But, similar to other vital concepts like responsiveness, flexibility, and business enablement, proactivity can mean something different to every MSP. In our view, it means knowing about problems before your clients do—and it’s an attitude that can help you align every aspect of your offering.

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Topics: Navigate, RMM, IT Services

Network Visibility vs Network Monitoring: What’s the Difference and Why Does It Matter?

Posted by Alex Hoff on June 26, 2018

As an IT service provider, your customers are relying on you to minimize technology disruptions and ensure smooth performance for their business. While this is made possible through remote monitoring and management (RMM), there’s a core focus on maintaining the business’ most vital asset: the network.

This is why it’s vital to offer some sort of network monitoring service—but you can’t have complete monitoring without visibility, and you can’t have full visibility without monitoring. So, what’s the difference and why is it important?

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Topics: RMM, IT Services

May the Fourth Be With You! 7 Star Wars Characters That Are Just Like MSPs

Posted by Joseph Tavano on May 4, 2018

In honor of today officially being Star Wars Day, May the 4th (not to be outdone by Revenge of the Fifth), we decided to put together a list of all the ways that MSPs are just like characters in the Star Wars saga. There’s a lot that the galaxy far, far away has in common with managed IT services, and just like the Star Wars franchise is perpetually growing at scale, we want your business to do the same.

So, grab your BlasTech E-11 blaster rifle, a hydrospanner, or that trusted lightsaber, and let’s take a look at the characters that are most similar to MSPs!

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Topics: RMM

Partner Spotlight: How Offloading Project Work Results in Happier Technicians

Posted by Lily Teplow on April 6, 2018

When it rains, it pours. In the IT industry, this is often the rule rather than the exception. The constant putting out of fires or buildup of tickets can put a lot of strain on your business—especially on your team of technicians.

Technicians are the backbone of your managed services business, and your success relies on the quality and caliber of this team. Yet when their value is being barred by menial tasks day in and day out, it can create inefficiencies, cause you to miss out on revenue-generating projects and ultimately, lead to technician churn.

Despite these challenges, some MSPs have found a way to maintain a happy technician team; and the secret lies in offloading project work. I recently sat down with Eddie Phillips, chief operating officer at Shield Networks, to discuss how he uses Continuum Tech Advantage to offload project work to the NOC and create a healthier work-life balance for technicians.

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Topics: Business Growth, RMM

How to Take Responsibility for Your Clients’ Networks

Posted by Alex Hoff on March 23, 2018

Networks are more important than ever. A recent RightScale 2018 State of the Cloud report surveyed 997 tech pros and found 96 percent of respondents use cloud services, and 81 percent have a multi-cloud strategy. And, the report indicated companies are now running the majority of their workloads in the cloud.

With more data and systems in the cloud, there’s an opportunity for you as a managed services provider to boost your clients’ efficiency and scalability, but this can also increase risk. If the network goes down, your clients can’t function. As their MSP, they expect you to keep their network constantly running in the background, kind of like electricity. So how do you make sure clients can reach the cloud and stay productive? The answer is you own their networks—you take full responsibility for keeping them connected.

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Topics: RMM, IT Services

Confessions of a Formerly Burned-Out Technician

Posted by Tonya Barnett on February 15, 2018

I started my IT career as a technician, originally working in a high volume call center-type help desk, and then later moving to a desktop support/system admin position for a local IT company closer to home. Within a few years, I found myself at a dead end with no vertical movement within the company. I was not learning anymore, as each person had a niche and refused to train anyone else on that product, which left me and my fellow technicians feeling rather bored with large gaps in our trainings. I enjoyed my job, but my growth was stagnant, and I wasn't being challenged with any new issues. Can any of you relate?

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Topics: Business Growth, RMM, Help Desk

Reasons to Use Managed IT Services in 2018

Posted by Meaghan Moraes on January 4, 2018

As cited in TSIA’s The State of Managed Services 2017 report, managed services now represent 22 percent of services revenues, and overall net-new revenue for managed services continues to grow at a healthy average of 42 percent. It’s evident that the demand for managed services shows no signs of slowing down. In fact, a survey by Clutch.co shows that 69 percent of small- to medium-sized businesses (SMBs) hire at least one type of IT service provider. So, what is fueling this impressive level of adoption? Why are so many business owners fans of your business model? 

The following research illustrates the top reasons SMBs work with MSPs and IT solutions providers. As you build your 2018 sales strategy, pay attention to these main market drivers.

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Topics: Sales and Marketing, RMM, IT Services

5 Signs an SMB is Ready for RMM

Posted by Jaq Baldwin on January 2, 2018

Convincing prospects to first conclude that they need a managed services provider (MSP) to help fight the good fight means you have shown them the value you provide as an IT solutions provider. They know they need to outsource support to a capable team. But in your conversations with clients, you should be discussing the importance of your remote monitoring and management (RMM) platform and how leveraging this preventative technology will provide them with much-needed peace of mind.

So, here are five signs that show when business owners of the small- and medium-sized businesses you're engaged with may be ready for your remote monitoring and management solution.

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Topics: RMM

When Talent Meets Tools: How to Enable Your Technical Team for Success

Posted by Ian Waters on December 7, 2017

In order to deliver world-class IT services to your clients, your technical team needs to be set up for success. Having a great team dedicated to delivering high-quality support is essential, but not having the right tools in place to manage service requests and quickly resolve issues is going to hold your team back.

Over the years, I’ve worked with and spoken to many managed service providers (MSPs), and I’ve found that the ones who are thriving are all using well established tools to do things smarter, quicker and achieve a higher standard than those who don’t. Would you like to be among these successful MSPs? Keep reading to discover which tools you can leverage to make your tech team more efficient and your business more profitable.

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Topics: Business Growth, RMM, IT Services

Protect Yourself and Clients from Malware

Posted by Hunter Smith on November 30, 2017

"Attention! We've detected malicious activity on your computer. Download antivirus now."

Spyware, Keyloggers, Scareware (described in example above), Ransomware and more. It seems like malware, or malicious software, lurks around every corner of the Internet, be it in a threatening email attachment or false online advertisement. There are now newer, subtler ways for your clients to have their personal data stolen, and few will be able to detect the warning signs of the various types of malware attacks before the damage is done and the data is lost. It is time to teach yourself and your clients how to prevent malware from causing unnecessary problems on your computers and servers.

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Topics: RMM, BDR, Cyber Security

IT Trick or Treat: Top 5 Scariest Cyber Threats of 2017

Posted by Lily Teplow on October 27, 2017

We are living in a world where cybercrime is the greatest threat to every business. Today’s news headlines are littered with the latest data breach or attack, and these will only proliferate as the years go on. What’s more, attackers are even broadening their approach to cyberattacks in order to strengthen their potential impact, causing cybercrime damages to cost the world $6 trillion annually by 2021.

A new bar has been set for cybersecurity teams across all industries to defend their assets in the coming year. This is especially important for IT service providers, whose clients are trusting them to keep their IT systems and environments protected from harm. But in order to prepare for the future, sometimes you need to analyze and learn from the past. So, let’s take a look back on the top cyber threats the industry has had to face in 2017.

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Topics: RMM, IT Services, Cyber Security

The Future of Cybersecurity Is Intelligent, Integrated and in the Cloud

Posted by Dawn Farrell on September 29, 2017

There’s no arguing that technology is increasingly evolving and shifting. In recent years, we’ve seen this as a shift towards the cloud, providing many advantages and offering an agility never seen before in computing. As a natural progression, it makes sense that security solutions are being offered from the cloud, in the ‘as a service’ format. Experts predict this will grow at five times the rate of traditional software delivery.

Cloud-based technologies have the upper hand in the fight against malicious attacks and software vulnerabilities. The remarkable speed in reaction, along with the abilities to analyze vast amounts of data, are compelling benefits. There is also a welcome factor of convenience. Service providers can deliver a truly scalable solution to clients, enabling business expansion and an increase in revenue streams. Let’s take a deeper look into the future of cybersecurity and how service providers can capitalize.

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Topics: RMM, IT Services, Cyber Security

A One-Time Assessment Is Only the First Step: The Case for Ongoing Network Assessments

Posted by Win Pham on September 21, 2017

An important part of managed IT services is network assessments, which give managed services providers (MSPs) the ability to perform scans of their clients’ entire IT environments. Today, many MSPs use one-time network assessment tools, such as Network Detective, as a way to convert prospects into new clients and uncover new projects for existing clients. However, an even bigger opportunity exists with IT assessments in developing a long-term program of regular, ongoing assessments.

A single assessment is only the first step to a comprehensive and effective program, one that will help you mitigate ongoing risks for your end-user companies, establish more consistent streams of revenue, and strengthen client relationships. Here are the benefits of performing ongoing network assessments and why MSPs should work to incorporate them into their overall strategy.

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Topics: Navigate, RMM

Benefits of Using an Integrated RMM and NOC Platform

Posted by Lily Teplow on August 11, 2017

Technicians play an absolutely critical role in every Managed Services Provider (MSP) organization today—but finding, hiring and retaining the right talent are often difficult and expensive processes. And while MSPs do need an in-house team to conduct onsite work and meet with customers, they can further-extend their capabilities and remain cost-effective by leveraging an outside Network Operations Center (NOC). 

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Topics: Business Growth, RMM

Tasks Every MSP Wishes They Didn't Have to Do In-House

Posted by Ian Waters on July 27, 2017

Over the past few years, we’ve been making the move from the traditional break/fix model of providing IT support to the managed services provider (MSP) model. Moving from a reactive business to a proactive one means you end up doing a lot more chores for your clients in the background. However, there comes a point when managing and executing these tasks in-house can become a burden for your business.

From the smallest one-man-band to the largest of MSPs, there are always things we wish we didn’t have to do ourselves. Let’s take a look at the most common tasks every IT provider wishes they didn’t have to do in-house. 

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Topics: RMM, IT Services

Partner Spotlight: How 3 MSPs Benefit from Continuum’s Integrated RMM and NOC Platform

Posted by Lily Teplow on June 30, 2017

With the first half of the year coming to a close, it presents a great opportunity to start reevaluating the products, services and contracts for your technology, to decide if they are still the best fit for your business. If you’re a managed services provider (MSP) looking to accelerate business growth and success this year, you might want to consider the benefits of leveraging a remote monitoring and management (RMM) solution that is fully integrated with a network operations center (NOC).

Don’t want to take my word for it? Let’s hear from three Continuum MSP partners who have been able to increase efficiency, enhance service delivery and embrace scalability with the help of Continuum’s integrated IT platform.

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Topics: RMM

How to Get Technician Buy-In for an Outsourced Network Operations Center (NOC)

Posted by Matthew Waters on June 8, 2017

Have you considered changing your managed IT services business model to cut and smooth labor expenses, thereby growing profit margins? If you have, you've likely thought about the advantages of working with a Network Operations Center (NOC), a team of highly certified technicians and engineers that you pay a monthly fixed cost for. This all sounds good, right? Unfortunately, not everyone at your company may be as easily sold. Your technicians may feel threatened that they'll be let go and replaced with this new team of experts. So, how do you get past this? Luckily, I've talked to many partners who've found remarkable success by leveraging dedicated technical support!

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Topics: Business Growth, RMM

Simplifying 3 Trends That Are Changing the IT Landscape

Posted by Meaghan Moraes on April 21, 2017

Let’s face it, modern IT is complicated. With new components being continuously added to the mix, managing and securing the IT landscape requires new tools fit for the challenge. However, the last thing managed services providers (MSPs) need is yet another disparate management tool that adds more complexity to their services. Without cohesive IT and service level management, there will be serious disconnects—from servers and networks, to storage and end points. 

Amidst the changing tides of technology, MSPs can help their clients ensure IT service and business success with an integrated approach. The following are three growing trends that MSPs should understand how to embrace and capitalize on in order to achieve sustainable profitability and business growth.

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Topics: RMM, IT Services

Beyond Servers and Desktops: Are You Missing Half of the Network Story?

Posted by Alex Hoff on March 23, 2017

When offering network services to your clients, managing servers and endpoints—and managing them well—is important. That pretty much goes without saying. Of course, this is all possible with a proactive remote monitoring and management (RMM) solution that helps you automate your server and endpoint work. Without the help of automation, running antivirus programs, software upgrades, patching and more just wouldn’t be feasible.

But that’s only half the story of network management.

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Topics: RMM, IT Services

How Continuum’s NOC Can Resolve up to 90% of Issues for You

Posted by Lily Teplow on February 10, 2017

Wouldn’t it be nice to wake up in the morning to find out that a major client issue was proactively identified—and resolved—while you were counting sheep? Or if your technicians were able to spend less time monitoring alerts and focus on more strategic, revenue-driving projects? Fortunately, this isn’t a fantasy scenario—it’s all possible when you leverage Continuum's Network Operations Center (NOC) technicians in conjunction with our IT management platform.

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Topics: Business Growth, RMM, IT Services

How to Choose the Best RMM Solution for Your Business in 2017

Posted by Nate Teplow on February 7, 2017

No matter what the size, structure or specialties of your MSP business, you should always be evaluating the solutions you use to ensure they’re helping you achieve success. Your RMM solution is a key technology that you build your business around and can directly impact your profitability. Consider your growth goals for the year ahead and ask yourself, “Am I using the right RMM solution for my business?"

Here are some things to consider when looking for the best RMM software in 2017.

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Topics: Business Growth, RMM

Scaling for Success: The MSP Guide to Operational Efficiency [eBook]

Posted by Joseph Tavano on January 11, 2017

"My technology is much too 'noisy,' which amounts to costlier, inefficient service delivery."
"My staff can't support additional new clients and I can't afford (or find) qualified talent." 
"I'm not sure how to organize my team if I partner with a third-party Network Operations Center (NOC)."

No matter the size or scope of their business, MSPs' inner monologues typically center around any or all of these three legitimate financial and operational concerns. Frustratingly enough, there hasn't been one go-to piece of content designed to guide you through the staffing and profitability dilemma that's holding you back from achieving real, manageable growth. Until now. 

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Topics: Business Growth, RMM, IT Services

How to Decrease Your RMM Support Costs

Posted by Nate Teplow on December 7, 2016

If you want to increase your margins, there are two main ways to do so. Option 1: you can increase your prices, which may lead to tough conversations and/or client churn. Option 2: you can decrease your costs, which can be much more effective because it gives you more control over your margins and isn’t client-facing.

In this blog post, we’ll outline some key considerations and strategies to decrease your remote monitoring and management (RMM) support costs to help you optimize your profitability and grow your business.

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Topics: Business Growth, RMM

14 Aggravating Challenges MSPs Face Each Day

Posted by Nate Teplow on November 29, 2016

Business challenges are inevitable, but figuring out how to effectively identify and overcome these obstacles will mean the difference between scaling profitably and stagnating.

If I were to ask you to name your biggest pain point, you'd probably say "cash flow," "lack of time," or "not enough bandwidth," but dig deeper. Is the primary issue that you can't simultaneously generate new business while supporting your existing client base? Does your clunky technology stack eat up valuable staff time and talent? Perhaps you have a talent problem and struggle to hire or retain qualified personnel.

There's no shortage of challenges, but to adequately address each you have to tackle the root cause. To help you paint a clearer picture, we’ve outlined 14 common problems that MSPs face daily. Read on to see if any sound familiar and check out a new tool we created to help you overcome each!

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Topics: Business Growth, RMM

Is Your RMM Solution Holding You Back?

Posted by Joseph Tavano on November 16, 2016

The end of the year presents a great time to start reevaluating the products, subscriptions, services and contracts for your technology, to decide if they are still the best fit for you business. Often, it becomes apparently clear over time when your technology is not aligned to meet the current needs of your business. However, when forecasting for greater growth in the future, the outlook can become murkier.

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Topics: Business Growth, RMM

5 Ways to Maximize the ROI from Your Continuum Partnership

Posted by Brent Whitfield on October 20, 2016

As CEO of DCG Technical Solutions, Inc., I've been providing IT support in Los Angeles since 1993. Central to our managed IT services solution for almost 10 years, Continuum's IT management platform has helped us transform our business growth. After being recognized among the Top 10 Fastest Growing MSPs in North America by MSP Mentor and featured in Fast Company, CNBC, Network Computing, Reuters, and Yahoo Business, partners are always asking me how we do it. In fact, the topic is so popular it was one of the top 10 rated sessions at Navigate 2016! Well, the secret to getting more out of your Continuum partnership really all starts with applying the following five best practices: 

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Topics: RMM

10 Ways to Compare PSA Systems

Posted by Linda Brotherton on September 20, 2016

There are a lot of PSA software choices on the market. It can be confusing to know what to look for and which option is best for your company. Here are 10 key considerations when picking out a new PSA platform:

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Topics: Navigate, RMM

How MDM Can Fend off Threats to Endpoint Security [CHART]

Posted by Lily Teplow on September 16, 2016

Mobility is a necessary part of the modern workplace. Mobile devices improve business efficiency and productivity, but they also have the ability to expose and compromise company data. If your client’s endpoints aren’t being protected by a solution like Mobile Device Management (MDM), vulnerabilities have a higher likelihood of being successfully exploited. To determine if clients and prospects are ready to invest in your MDM solution, ask them this: are you fully protected against today’s endpoint security threats?

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Topics: Sales and Marketing, RMM, Cyber Security

Mobile Security Framework: The Mobile Device Management Foundation

Posted by Rob Patey on September 8, 2016

Here’s a riddle: How does a mobile strategy turn from a gleaming skyscraper touching new heights of business productivity into a towering inferno? The answer: a poor mobile security foundation.


As the average mobile device gets more minuscule in the form of wearables and whatever technology comes next, many organizations need to go back to the basics of mobile security. That is one of the lessons Tyler Shields of Forrester Research recently shared in a mobile security video series.

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Topics: Navigate, RMM

Are You Using a Smart RMM Platform?

Posted by Joseph Tavano on August 18, 2016

MSPs know a thing or two about alerts; they are a perennial hallmark of remote monitoring platforms. Alerts are what give MSPs insight into the networks they service and inform them on what needs attention.

But as an MSP business grows and the number of endpoints that are covered expands, the number of alerts generated can wind up being overwhelming.

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Topics: RMM

3 Factors to Consider When Evaluating RMM Providers

Posted by Joseph Tavano on August 11, 2016

In the business of remote monitoring and management (RMM), it seems like there are new options in the marketplace every year. Solutions, platforms, features, and integrations are released, re-named, re-aligned and re-branded to increase adoption in the channel. However, if you’re an MSP who’s in the market to choose an RMM provider (or switch to a new one), it can be overwhelming to sort through it all.

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Topics: Business Growth, RMM

Why You Need to Offer 24x7x365 IT Support

Posted by Jaq Baldwin on August 10, 2016

If you're an MSP and you’re not providing 24x7x365 IT support, you're cheating your clients out of services they really need to keep their businesses afloat and stay productive.

Still, many MSPs only offer 9am-5pm Monday-Friday coverage over round-the-clock managed IT services. Why? More often than not, MSPs favor extending the support window, but simply don’t have the bandwidth or internal resources needed. Rather than stretch yourself and your technicians thin, you’re forced into only providing coverage during normal week day business hours.

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Topics: Business Growth, RMM, Help Desk

7 Questions to Ask Prospects About Their Break/Fix Approach

Posted by Jaq Baldwin on July 26, 2016

 

When I speak to business owners and leaders about managed services, I'm often confronted with the argument that they are perfectly content with their current "we call when we have a problem" (also known as a break/fix) model. Many incorrectly believe that they're already receiving managed IT services. 

As MSPs, you and I already know why this model is so problematic. Break/fix models present several problems, but there are a few key points you can make to successfully counter this line of thinking. 

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Topics: Sales and Marketing, RMM

How to Sell RMM to Prospects: The Weekly Byte [VIDEO]

Posted by Brandon Garcin on July 25, 2016

Remote monitoring and management (RMM) technology is an essential component of any modern MSP portfolio—but managed IT services doesn’t exactly sell itself, and it can be difficult to convince some prospects of the value you’re bringing to the table as a provider.

In this edition of The Weekly Byte, we outline three important considerations to keep in mind when bringing RMM and managed services to market. Tune in now to learn more!

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Topics: Business Growth, Sales and Marketing, RMM, The Weekly Byte

Are Your Employees Risking Sensitive Company Data? [CHART]

Posted by Lily Teplow on July 22, 2016

In today’s job landscape, the ability to access work files and email on-the-go has become part of everyday operations. Smartphones and tablets continue to flood the workplace, and your clients’ employees are storing a lot of important data on them. So how can they ensure that the corporate data being accessed through these mobile devices stays secure?

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Topics: Sales and Marketing, RMM, Cyber Security

A Bad Case of Stagefright: Vulnerability Resurfaces in Apple Devices

Posted by Joseph Tavano on July 21, 2016

Imagine this scenario:

You woke early from a great night of sleep, well rested. The sun is shining outside. It’s Saturday, and you have no plans whatsoever, for the first time in a long time. The day is yours to make it whatever adventure you choose it to be. The world isn’t perfect, but right now life is good.

You take your phone off the charger, and notice tat you have no messages. Odd! You typically have a few, if only from social media. Further investigation reveals your contact list is gone. Emails, texts, messages, and photos too. Apps, data—everything has been wiped from your phone! While you were sleeping, the attacker gained access to all of your sensitive data through your phone, locked you out of your email and banking accounts, and gained access to your business’ secure network. And to make matters worse, you don’t know how it happened.

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Topics: RMM, IT Services, Cyber Security

Pokémon GO and What It Means for MSPs

Posted by Lily Teplow on July 19, 2016

Over the past two weeks, cartoon creatures have officially taken over our world. If you haven’t seen them, it’s because they’re only visible when playing the new game, “Pokémon GO”. This free smartphone game fuses virtual technology with the physical world, causing it to quickly become a cultural phenomenon and the biggest mobile game in U.S. history.

However, Pokémon GO’s rapid rise in popularity has also raised some major security concerns. While millions of users wander the world searching for Squirtles and Pikachus, they may not be aware of what they’re giving up in return for playing the game.

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Topics: RMM, IT Services, Cyber Security

The Benefits of Offering Network Assessments as an IT Service

Posted by Michael Mittel on July 7, 2016


As an MSP, you need to be able to do and offer it all, in order to keep up with your clients' ever-increasing list of IT needs. That's why many solutions providers turn to Continuum's IT management platform, enabling them to experience high margins and profitability by leveraging Continuum's integrated, 24x7x365 Network Operations Center (NOC), remote monitoring and management (RMM) and backup and disaster recovery (BDR) solution.

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Topics: Business Growth, Navigate, RMM

How to Improve Your SLAs with More Precise Terms

Posted by Charles Love on May 13, 2016

Let’s talk about those dreaded service-level agreement (SLA) terms you agree to with your customers. You know, the topics and terms that can lead to very heated discussions in industry peer groups. This is such a contentious issue because everyone views them differently and has a different and usually strong opinion on them.

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Topics: Business Growth, RMM, Help Desk

Why a Fully-Managed IT Platform Knocks it Out of the Park!

Posted by Ben Barker on April 4, 2016

The shortstop is the captain of the infield. The center fielder is the captain of the outfield. But the manager of a baseball team is the captain of the ship. When baseball's Opening Day kicked off, there wasn't a single player that filled out the lineup card. That is the job of the manager. Without the manager, the players would be left to make crucial decisions that would force them to spend less time focusing on what they do best, playing the game.

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Topics: RMM, BDR

5 Tips to Beef Up Your Email Security

Posted by Joseph Tavano on March 25, 2016

You’ve implemented the strongest firewalls. Your passwords are 100 character strings that must contain Capitals, lowercases, and special characters in non-repeating patterns. You skipped over two-factor and went straight to five-factor authentication. Everything is retina scanned. Your encryption is encrypted.

And one email from a prince needing money wired to his account brought the whole thing crashing down.

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Topics: RMM, Cyber Security

The Top 5 MSP Blog Posts of February 2016

Posted by Lily Teplow on March 1, 2016

Spring is in the air, folks! Although most of us won’t miss the icy weather and all that snow, let’s take a look back on the month of February to recap our most read MSP blog posts. We covered a lot of topics this past month, including how to protect clients against Locky ransomware, a breakdown of the three main pricing packages and the difference between a fully-managed help desk and a network operations center (NOC). We even put a managed IT services twist on some of our favorite romantic comedies!

So without further ado, here are the top 5 MSP blog posts our readers couldn’t get enough of this February!

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Topics: Business Growth, RMM, Help Desk, Cyber Security

What Is the Difference Between a Fully-Managed Help Desk and Network Operations Center (NOC)?

Posted by Lily Teplow on February 4, 2016

It can be difficult to manage technical support and front-line user support inhouse, so many MSPs look to third-party options and offerings to help absorb some of these tasks. When doing so, it's important to know the difference between an outsourced Network Operations Center (NOC) and Help Desk in a fully-managed - meaning support is integrated with your IT management platform - business model. So what is the main difference? A fully-managed help desk is where all the end-client interaction takes place, whereas a fully-managed NOC provides back-end maintenance, problem resolution and support for the MSP.

Let’s examine both solutions more closely.

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Topics: RMM, Help Desk

Make Your IT Service Delivery As Predictable as Groundhog Day

Posted by Jaq Baldwin on February 4, 2016

While no one would want to experience the ongoing living nightmare Phil Connors (played by Bill Murray) did in the 1992 film, Groundhog Day (I know you watched it Tuesday), a lot of the businesses I work with express a strong desire for predictability when it comes to IT services and support. Many times they just want to know when to expect a return call, when they can be back up and running, or when their projects can be completed. My team and I work hard to make our managed services support as predictable as possible every day, but we know it's a constant challenge.

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Topics: RMM

10 Red Flags When Evaluating or Working with an IT Management Platform Provider

Posted by Lily Teplow on February 2, 2016

With the first month of 2016 already behind us, you should hopefully have already made headway on your 2016 business plan. In order to reach these goals, you can't just have vendors. You have to have true business partners. Whether you are searching for the right IT management platform provider or evaluating if your current solution is right for you, here are 10 red flags to look out for in any third party business relationship.

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Topics: Business Growth, RMM

CES 2016 - What MSPs Need to Know

Posted by Joseph Tavano on January 12, 2016


CES®,
the global technology event formerly known as the Consumer Electronics Show, wrapped up last week to record-breaking numbers - showcasing innovators, inventors, makers and breakthrough technologies that seek to push the present day into tomorrow. Over 170,000 industry professionals from around the world attended CES, representing 150 countries and including more than 100 official delegations. CES is so large that it’s nearly impossible to see everything—there’s over 2.47 million square feet of exhibit space with 3,800 exhibitors.

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Topics: RMM, IT Services, Cyber Security

3 Myths About Outsourcing That Are Slowing You Down

Posted by Shannon Mayer on January 8, 2016

In our last “Better Call an MSP" post, Ray discussed how to mitigate the damage when malware and viruses attack. This time, let’s discuss something that too often has had a negative connotation surrounding it—outsourcing. I really think this is an area that many MSPs are overlooking, as I argue in this post. Here are some of the most common myths about outsourcing and why you should consider this approach as you continue to grow and scale your business.

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Topics: Business Growth, RMM

Do You Spend Too Much Time and Money Maintaining Your Managed IT Services Tools?

Posted by Ben Barker on January 7, 2016

People use tools to make their jobs easier. A carpenter might use a SKILSAW to more easily complete a project, a director may take advantage of an Arri 35mm camera to shoot a movie and you might seek out remote monitoring and management (RMM) software to more easily monitor your clients' endpoints. When these tools work properly, you are able to complete projects much more effectively than you would be able to without them. But what happens when things go wrong?

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Topics: Business Growth, RMM

Why MSPs Need to Vigilantly Monitor Endpoint Security in 2016

Posted by Jaq Baldwin on January 6, 2016

With the Consumer Technology Association's CES 2016 conference kicking off today, I can't help but think of how many new gadgets, or endpoints, will be unveiled at the event by week's end. Endpoint management is becoming increasingly challenging due to the growing number of personal devices, as well as the growing number of places where a connected device can be found. 

Not too long ago, I wrote a post on my own blog about IoT (Internet of Things). When taking a quick inventory, I was a little stunned to realize I actually carry six connected devices on my person each and every work day! Counting Bluetooth, Wi-Fi, and 3G/LTE devices, I have a laptop, smart pen, fitness watch, iPhone, iPad, Kindle and occasionally a USB stick. While these all bring enjoyment and productivity to my life, if not properly managed, they could also leave the security of my personal data and company's data seriously vulnerable. Considering how highly connected to the Internet we've become at home through TVs, thermostats or even Wi-Fi enabled refrigerators, it should make you and your clients wonder: how much of our data could we be potentially and unknowingly putting at risk? 

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Topics: RMM, Cyber Security

3 Benefits of Having an RMM Solution with a Network Operations Center Fully at Your Command

Posted by Mary McCoy on October 8, 2015

Alright, you have RMM monitoring all of your clients' servers, but maybe you and your techs are the ones managing every alert and ticket. Alternatively, you've recognized the value of people-powered technology and have backed your IT team with a Network Operations Center (NOC), but you're still burdened with low value tasks that prevent you from acquiring and supporting new business, your employees from realizing their full potential and your clients from maintaining uptime and profitability. Any of these scenarios describe you? Read on.

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Topics: RMM

How Using Pre-Built Scripts Helps MSPs Deliver Quicker Remediation

Posted by Jaq Baldwin on September 17, 2015


When providing end user support either remotely or onsite often times, your end users encounter similar troubles day in and day out. It's just a different set of circumstances - the names have been changed but the problems remain the same. 
 

As your client base increases and you continue to encounter these recurring issues, time becomes more of a premium. To be a successful managed services provider, you have to offer quick remediation. 

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Topics: RMM

5 Cases of Companies that Successfully Pivoted Business Models

Posted by Mary McCoy on July 21, 2015

(and one case of a well-known brand that failed to stay relevant with the changing times)

Does your business model make sense? Just because it did at one time doesn't mean it still does now. No one understands this better than these five companies that went back to the drawing board to reestablish their claim on their respective markets, or those markets they broke into as a result of recognizing a different need that their products or services could solve. As MSPs, it may be time to rethink the way you do business.

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Topics: Business Growth, RMM

Have You Learned the Basics of RMM?

Posted by Mary McCoy on July 10, 2015

As MSPs and IT Solution Providers, you're in the business of providing peace of mind. If client systems go down and your customers can’t get any work done, it’s your reputation that’s on the line. That’s why a powerful and proactive Remote Monitoring and Management (RMM) platform is such a critical component in any modern IT services model. But what makes a great RMM tool? Which features and capabilities are most important, and how should you go about finding the right RMM provider?

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Topics: RMM

VIDEO: Escaping the JAWS of IT

Posted by Tim Lewis on July 7, 2015

Have you ever thought to yourself, I wonder what the movie Jaws would be like if it were about a virus and not a shark? So have we. To celebrate Shark Week, we decided to recreate the film's iconic town meeting scene, but with an IT twist. Join us as Chief Information Officer Brody Rhombus struggles to keep his office afloat after a horrifying virus attack endangers the livelihood of his clients' devices. In a role heralded by critics as "an unparalleled display of true acting grit," Glenn Barley reprises his role as Blake Break-Fix (Quint), a down-and-dirty Break-Fix type with a big head and a bad attitude. How will Brody handle this summer's scariest threat? Will the attacks continue? What will become of the end users of Amity Island?

Check out our latest cinematic masterpiece, and add "leverage the expertise and efficiency of a Network Operations Center (NOC)" to your MSP Summer BuckIT List!

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Topics: RMM

Use RMM as a Fast Pass for Client Service Delivery

Posted by Lily Teplow on June 22, 2015

Now that summer is in full swing, we thought this would be a perfect time to put together a bucket (or “buckIT”) list to help you improve and expand your IT services this season. To make your summer even more worry-free, we’ll be providing you with your MSP Summer BuckIT List, a series compiling 15 tasks you can check off to help your business thrive this summer and into the end of the year! What better way to kick off our summer buckIT list than with the services you provide your customers. So without further ado… the first item on our buckIT list is to take advantage of and increase sales for Remote Monitoring & Management (RMM).

Today, RMM lies at the heart of any managed IT service because it’s a proactive and easy way to monitor, troubleshoot, and maintain desktops, servers, mobile devices and other endpoints for your clients. Summer is the season for fun in the sun, so even when your clients are on a long vacation, or taking a day-trip to an amusement park, they will be at ease knowing that their network is constantly looked after and managed with RMM.

Continue reading to find out how RMM can benefit your business and those of your clients.

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Topics: Business Growth, RMM

iSpy With My Little Eye… Are MDM Administrators Accessing Personal User Data?

Posted by Brandon Garcin on May 7, 2015

As today’s bring-your-own-device (BYOD) movement continues to grow, mobile device management (MDM) is quickly becoming a must-have offering for technology service providers – and with good reason. The end user benefits of a well-defined mobility policy are undeniable; the ability to collaborate on-the-go makes mobile employees significantly more productive, and having access to corporate data, email and applications at our fingertips allows employees to work offsite or after hours without being in front of a computer.

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Topics: RMM

Time Out: Security Concerns You Should Keep an i on with the Release of the Apple Watch

Posted by Mary McCoy on April 22, 2015

With the Apple Watch's big release in two days and pre-orders already having sold out, the security implications of wearable technology and the Internet of Things have been front in center and for good reason. With widespread adoption of the Bring Your Own Device (BYOD) revolution in offices of all sizes today, MSPs have to educate their target audience on the importance of mobile security and encourage clients to establish use policies and response plans, should their devices become compromised.

Have you considered offering Mobile Device Management (MDM)? While one should always be wary of potential vulnerabilities in new gadgets and gizmos, the security concerns around Apple Watch can be mitigated if you encrypt the iPhone it connects with. Still, there are a few aspects of Apple's newest toy you should watch out for...

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Topics: RMM, IT Services, Cyber Security

Be the Solution to Your Client's Network Bottleneck!

Posted by Scott Spiro on April 16, 2015

Let’s say that your client gets new equipment and software for their company’s network, expecting to see a boost in performance. When everything is tested, they see no change in performance, which understandably bums them out. In a situation like this, your client's network is likely bottlenecking, and they might not recognize that. That's where you and your managed IT services come in!

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Topics: Business Growth, RMM

3 Lessons MSPs Can Learn From Kentucky's Epic NCAA Run

Posted by Ben Barker on April 7, 2015

If you ask any member of the Kentucky Wildcats men's college basketball team, they'll probably tell you that their season was a failure. A perfect 38-0 season was spoiled when Wisconsin upset Kentucky in a Final Four match-up over the weekend. Still, winning thirty-eight games in a row is nothing to be ignored and although they won't be cutting down the nets as National Champions this season, Kentucky still had an incredible run. That degree of success does not happen by accident, and MSPs should take note. 

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Topics: RMM, BDR, Cyber Security

7 Must-Have Managed IT Services Offerings for 2015 [Slideshare]

Posted by Mary McCoy on March 12, 2015


Are your 2015 revenue goals baring down on you, seemingly unreachable? How are you tracking for MRR so far? 

If you're not growing as fast as you'd like, take a deep breath. We may already be three months into the new year, but there's still plenty of time to take your MSP business to the next level. The solution may be simpler than you think: expand your portfolio of service offerings! 

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Topics: Business Growth, RMM, BDR, Cyber Security

VIDEO: The Godfather of IT

Posted by Tim Lewis on March 6, 2015

 


If there's one thing we all strive to be, it's the Godfather of IT. This enviable MSP would break free from break-fix, measure his KPIs carefully, and keep his family close, but his enemies closer. In a returning role of the decade, actor Brody Rhombus returns to the big screen, offering a first hand look at exactly how an MSP can grow from a simple break-fix shop to a powerful and influential MSP for all techs to look up to. Take a look at this exclusive trailer for "The Godfather or IT!"

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Topics: Business Growth, RMM

URGENT: New FREAK Attack Exposes Yet Another SSL/TLS Vulnerability

Posted by Mary McCoy on March 5, 2015

Are you FREAKing out about this latest cybersecurity concern? 

Maybe you haven't heard, but a new SSL/TLS vulnerability has surfaced after more than decade of existence, and system administrators everywhere are shaking their heads. This past Tuesday, Factoring Attack on RSA Export Keys - abbreviated FREAK because apparently FAREK isn't as menacing - was discovered by researchers at the French Institute for Research in Computer Science and Automation and Microsoft Research.

Similar to recent security nightmares that exploited SSL backdoors, FREAK allows hackers to weaken the security of HTTPS connections between clients and servers, making it easier to crack the encryption and perform a man-in-the-middle attack.

And now, of course, you're sitting there wondering to yourself, "Which connections are vulnerable and what does it mean for me?"

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Topics: RMM, Cyber Security

Looking for Love in All the Wrong Places: The Dangers of Dating Websites

Posted by Raj Goel on February 12, 2015


With Valentine's Day right around the corner, expect heightened activity on popular online dating websites like Match, OkCupid, eHarmony, etc. What threat does this pose? Recently I sat down on a weekly program called “Coffee Break With Sabra” to discuss the issue further. The program offers quick expertise in finance/money, real estate, law and relationships.

Protect your clients' and employees' online information by reading the interview below. You will learn:

  • About the danger of dating sites (and it’s not what you think)
  • What they don’t want you to know about dating sites
  • What you can do to protect yourself (and your future offspring)
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Topics: RMM, Cyber Security

Does Your RMM Provider Make the Grade?

Posted by Mary McCoy on February 9, 2015

Do you remember that one teacher that went above and beyond to make sure you understood material? One semester in college, I didn't exactly ace my first Principles of Microeconomics exam, but my TA believed in my potential so much from the weekly discussion section of the course, that she reached out and volunteered to tutor me outside of class. After working with her, my exam grades improved dramatically, and I went on to major in economics a year later.

Expect this level of attention and dedication from your Remote Monitoring and Management (RMM) platform provider. There are many ways that your vendor can show you the love, but when seeking out your RMM valentine, pick one that's invested in your success. Are you receiving assets designed to help you grow and scale your business? Is your vendor taking the time to educate you on their various products and services by offering a FREE online training and certification program? If not, it may be time to graduate on to the next big thing...

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Topics: Business Growth, RMM

3 Drawbacks to Software-Only Solutions That All MSPs Should Know

Posted by Nate Teplow on February 5, 2015

Managed service providers (MSPs) have many technology options to choose from in order to run their business, and these solutions run a full spectrum of costs and features associated with each. As a business, you need to make a margin on the technologies you choose for your clients; however, many MSPs think that the best way to do this is to choose the technology with the lowest cost.

This is the wrong way to think about making margins. Almost all low-cost solutions offer just software, which can lead to many on-going, unforeseen costs. Let’s discuss some of the drawbacks of a software-only solution.

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Topics: Business Growth, RMM

Are You Answering the MDM Call? [Slideshare]

Posted by Brandon Garcin on February 4, 2015

You've crunched the numbers, and you’ve got your revenue goals for the year mapped out – but how do you meet (or preferably, exceed) them? One way is to expand your services portfolio by adding a new technology into the mix – and what better way to help your customers support BYOD than by offering mobile device management (MDM)! 

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Topics: Business Growth, RMM, Cyber Security

Invest in an RMM Vendor that's Invested in Your Success & Pay IT Forward: IT Resolution 9

Posted by Stephanie Moncayo on January 27, 2015

In business as in life, cutting out unhealthy relationships and taking the time to strengthen ones with those who are a positive influence is a necessary practice. That's why it's also your next IT resolution challenge! You want to surround yourself with people that have your goals and interests at heart. That's why I urge you to invest in an RMM or Software as a Solution (SaaS) vendor that's invested in your success, a true business partner. That's step 1, but you can't ignore your client relationships.

Concentrate on finding a managed IT services platform with the following 3 qualities. You can then turn it around and pay it forward for your profitable clients. When you do, expect customer satisfaction and revenue to soar!

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Topics: Business Growth, RMM

5 Crucial Tasks For IT Departments in The BYOD Era

Posted by Phil Bickerton on January 26, 2015

The pros and cons of BYOD are well documented, but regardless of its merits, it is making an impact in the IT industry and in many offices around the world. Nearly three quarters of businesses are implementing or planning to adopt BYOD, which represents somewhat of a transformation of the modern workplace.

With this trend set to continue in the foreseeable future, the important question is: what will this mean for you and your MSP business?

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Topics: RMM, Cyber Security

What If the 2015 NFL Playoff Teams Were IT Solutions?

Posted by Nate Teplow on January 26, 2015

The Super Bowl is this coming weekend! Hopefully you’re as pumped as I am (although I doubt it unless you’re a fellow Pats fan). But even if my team wasn’t playing in the big game this weekend, I’m still a football fan and always enjoy watching the games. 

So in honor of the Super Bowl this weekend, I asked some of my other football-fan co-workers the question: What if each of this year’s playoff teams were IT Solutions?

Here’s what we came up with.

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Topics: RMM, BDR

MDM Sales & Marketing Strategies for MSPs: MSPradio 36

Posted by Nate Teplow on January 21, 2015

MSPs are always looking for ways to add new lines of revenue. Mobile Device Management offers that opportunity, yet many MSPs aren't sure where to begin. How do you price MDM, package it, market it and sell it? These are questions most MSPs have when looking to add MDM to their service offering.

On this episode of MSPradio, we're joined by Dawn Farrell and Andrew Luhrmann from MaaS360 to discuss MDM sales and marketing strategies for MSPs. If you're interested in offering MDM services this year to your clients, this show will help you know how to get started.

Tune in now to this week's episode of MSPradio!

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Topics: Business Growth, RMM

Learn a New Skill, Add MDM as an Offering: IT Resolution 5

Posted by Brandon Garcin on January 16, 2015

Well, we’re halfway through January – and according to data from the University of Scranton, about 30% of New Year’s resolutions in the U.S. have likely already been thrown out. In fact, the study last year claimed that only of Americans actually achieve their resolutions. Those aren’t great odds.

We want to help improve your chances of success, particularly when it comes to business growth. And while I’m no weight loss expert, nor am I any sort of financial advisor, I can think of one “traditional” resolution that fits in quite nicely with our IT and business development theme – learning a new skill.

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Topics: Business Growth, RMM

Give Back to Clients & Employees: IT Resolution 2

Posted by Ben Barker on January 7, 2015


So, how are those resolutions going? Hopefully you've stuck with them to this point... Today, we continue our "10 Day IT Resolution Challenge" with a goal that should be on everyone's beginning-of-the-year list, to give back - not just to charities, but to your clients and employees as well!

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Topics: Business Growth, RMM, Help Desk

Cut Back on Caffeine & Get More Sleep: IT Resolution 1

Posted by Mary McCoy on January 5, 2015


We're five days into the new year, and let me guess? It's business as usual for you. Gone is your determination to stick to the lofty unrealistic expectations you've set for either yourself or your business. Well, forget your IT SNAFUs of 2014! Let 2015 be the fresh start you need!

For the duration of the month, we invite you to "Take the 10 Day IT Resolution Challenge." Ten blog posts, ten common resolutions with an IT spin. Today, we kick off this series with a goal too many of you try unsuccessfully to meet, cutting back on caffeine and getting more sleep...

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Topics: Business Growth, RMM, Help Desk

What it Means to be Channel-Exclusive

Posted by Nate Teplow on January 1, 2015

Happy New Year everyone! As we head into 2015, many of us, both individuals and companies, use the New Year to evaluate our values.

Whether you’re a Continuum partner or not, you may know that Continuum is a channel-exclusive company. We toss that term around a lot, but what does it really mean to be channel-exclusive?

It’s one of our core values and something we’re very proud of here at Continuum. So we thought we’d take a minute to explain what it means to us (and what it means for you) to be channel-exclusive.

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Topics: Business Growth, RMM, IT Services

Treating the New Year as "Business as Usual": IT SNAFU Day 10

Posted by Brandon Garcin on December 23, 2014

2015 is just around the corner, and businesses everywhere are racing to put the finishing touches on any outstanding projects, map out key goals and objectives for the new year, and close those last few deals to bring in some extra holiday cheer (and revenue). But the holidays are also a time to relax, see the family, maybe take a vacation – and of course, do some shopping.

Unfortunately, these fun and often much-needed breaks can create some sizeable IT headaches when everyone is rushing back to the office in January.

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Topics: Business Growth, RMM, Help Desk

Ignoring Mobile Device Management: IT SNAFU Day 7

Posted by Brandon Garcin on December 18, 2014

Bring-Your-Own-Device (BYOD) and IT mobility initiatives are creating quite an impact on businesses today – both from a productivity and management standpoint. Employees are demanding access to corporate data and applications from personally-owned devices, and initial approaches to mobile device management (MDM) are now falling short in increasingly-complex and interconnected offices.

And although there’s no shortage of benefits to supporting BYOD – improved workforce productivity and employee satisfaction, greater control over mobile data and applications, and more – adoption rates can vary significantly from one business to the next.

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Topics: RMM

6 Characteristics to Look for in Your Solutions Vendor

Posted by Nate Teplow on December 15, 2014

As an MSP, choosing your solutions vendor is an important decision. It might not be like getting married, but it’s sort of like buying a house. You’ve got to spend time researching your options and finding one that fits your needs. While you can always move if things change down the line, it’s costly to jump around each year to a new vendor.

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Topics: Business Growth, RMM, IT Services

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