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Empowering Your MSP Business to Grow and Prosper—One Post at a Time

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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Partner Spotlight: How Offloading Project Work Results in Happier Technicians

Posted by Lily Teplow on April 6, 2018

How Offloading Project Work Results in Happier Technicians

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: Network Operations Center, Workforce Optimization and Employee Retention

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

Posted by Lily Teplow on June 30, 2017

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

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: Remote Monitoring and Management, Network Operations Center

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

Posted by Matthew Waters on June 8, 2017

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

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 Development and Growth, Network Operations Center

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

Posted by Lily Teplow on February 10, 2017

How a NOC Can Solve 90 percent of Your Issues For You.png

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 Development and Growth, Network Operations Center, Service Delivery and Operational Efficiency

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: Remote Monitoring and Management, Network Operations Center

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: Remote Monitoring and Management, Network Operations Center

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 Development and Growth, Revenue Growth and Profitability, Remote Monitoring and Management, Network Operations Center

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: Network Operations Center, Help Desk, Customer Service

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 Development and Growth, Data Protection, Network Operations Center, Help Desk

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: Remote Monitoring and Management, Network Operations Center, Help Desk

RMM 101: Must-Haves for Your IT Management Solution
MSP Guide to Managed Services SLAs  [white paper]
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