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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)

Featured Post

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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The Ultimate Guide to Success in Managed IT Services

Posted by Lane Smith on April 18, 2018

The Ultimate Guide to Success in Managed IT Services

According to BCC Research, the global managed IT services market could be worth more than $250 billion by the year 2021. This sector in flourishing, and the potential for value-added resellers (VARs), break/fix providers, or emerging MSPs to achieve scalable, profitable growth in IT is tremendous.

Capitalizing on this proactive, preventative approach to IT services is more efficient than running around putting out fires. Additionally, this model can lead to higher margins, scalability and recurring revenue, while improving customer service. To get there, however, you will need the right business plan, technology and partnerships. 

So, what’s the key to unparalleled success in managed IT services? Focus on these four elements.
 

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Topics: Revenue Growth and Profitability, Service Delivery and Operational Efficiency

How to Align Your Team Around an Outsourced Model

Posted by Brandon Garcin on April 13, 2018

How to Align Your Team Around an Outsourced Model

For managed services providers (MSPs), support and customer service is just as important as the software and tools you’re using—in fact, it might even be more important. Unfortunately, a growing labor shortage and an expanding skills gap have left many service providers unable to find, hire or retain the technical talent needed to support complex SMB environments. 

For this reason, many MSPs are turning to third-party providers and vendors who offer NOC, SOC, Help Desk and other services that can expand and augment an IT provider’s existing capabilities. When done correctly, these relationships can help MSPs greatly expand the scope of their services, extend coverage hours and refocus their internal teams toward more strategic projects and work.

In a recent episode of MSP Radio, I had the chance to sit down and discuss this topic with Barb Paluszkiewicz, CEO at CDN Technologies. We talked about how her company has successfully adopted an outsourced model, and today relies on Continuum to provide both software and services that help CDN be successful. Keep reading to learn how Barb uses outsourcing to grow her business and get more out of her team.

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Topics: Business Development and Growth, Outsourcing, Service Delivery and Operational Efficiency

12 Helpful Online Tools Every MSP Needs

Posted by Lily Teplow on March 14, 2018

12 Helpful Online Tools Every MSP Needs

As a managed service provider, it can get overwhelming putting out fires and wearing multiple hats. Your clients rely on you to not only maintain their IT environments, but a high level of service and organization. Sometimes, you need all the help you can get—which is why we’ve put together this list of tools that can help you streamline your business operations.

Whether you need help with productivity and communication, password management, or even sales and marketing, we’ve got you covered. Keep reading to discover the tools that are essential in the daily work of an MSP.

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Topics: Business Development and Growth, Sales and Marketing, Service Delivery and Operational Efficiency

Partner Spotlight: How to Become a Recognized MSP

Posted by Lily Teplow on January 17, 2018

Partner Spotlight: How to Become a Recognized MSP

Today’s managed service providers (MSPs) play a critical role in overseeing IT functions and helping organizations achieve their business and technology goals. While every MSP strives to be the best in the market, only few can actually claim the title.

If you’re looking to take your managed services business to the next level in 2018, read on to hear advice from a leading MSP on what it takes to make it to the top.

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Topics: Business Development and Growth, Service Delivery and Operational Efficiency

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

Posted by Ian Waters on December 7, 2017

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

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: Remote Monitoring and Management, Workforce Optimization and Employee Retention, Service Delivery and Operational Efficiency

How to Maximize Your Time as an MSP

Posted by Tara Callinan on November 28, 2017

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As a managed service provider, your skills are in high demand. There are companies seeking your help day-in-day-out and expecting a quick fix solution—so it’s important that you manage your time and tasks efficiently. But before you get started on anything—be it personal or professional—take some time to write down your priorities at the start of your day. Having a concrete list of realistic goals will allow you to keep busy without having to stop and think "what do I need to do next?"

Investing in a ServOps platform that automates your busywork and notifies you when a task is approaching its due date will also ensure that you stay on track too—without becoming overwhelmed or burned out. Here’s how it works:

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Topics: Business Development and Growth, Service Delivery and Operational Efficiency

How to Work More Efficiently with Automation

Posted by Tara Callinan on October 24, 2017

How to Work More Efficiently with Automation

Whether you’re a sole service provider or part of a small team operating within a larger company, you know how hard it can be trying to complete work using disconnected tools. That's why you need Service Operations Automation (or ServOps for short)—a new type of technology that’s going to streamline your daily workflows so that you can operate more efficiently than ever before.

If you’re an IT service provider who continues to waste hours of their working week on inefficient, manual admin tasks—like updating timesheets or responding to client requests—you could end up losing $52,000 in revenue each year! With 2018 just around the corner, it's time to automate your operations in a way that's going to boost profits and productivity so that you can truly focus on doing the work you love. Here’s how:

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Topics: Client Acquisition and Management, Service Delivery and Operational Efficiency

3 Keys to Automating MSP Success

Posted by Craig Fulton on September 28, 2017

3 Keys to Automating MSP Success

Being a managed services provider (MSP) has as many challenges as rewards. You work hard day in and day out, but you usually find yourself faced with limited time and resources. Even if you wanted to, you probably don’t have the freedom to dedicate an entire team to improving your internal operations.

Fortunately, you don’t have to. With the right tools on board, you can streamline your workflows and make the move from a reactive to a proactive growth model for your business. Start with these three strategies for building your success.

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Topics: Business Development and Growth, Service Delivery and Operational Efficiency

6 Tips for Becoming a Lean MSP

Posted by Joshua Oakes on September 7, 2017

6 Tips for Becoming a Lean MSP

There are two main ways to improve your bottom line: increase your revenue or decrease your costs. For many managed services providers (MSPs) today, you’re busy dealing with tickets going up and head counts remaining flat, which makes it hard to find the time to develop new lines of business or aggressively expand your client base. Focusing on cost reduction is a great way to increase profits and address the issue of higher ticket counts, but where can you start? First, you need to adopt a lean philosophy. 

Lean philosophy was developed in manufacturing, but has been adapted to the service industry, and the principles that drive waste reduction in other lines of business can easily be applied to the MSP. Here are six tips that will help you create more value for clients with fewer resources and become a more lean organization.

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Topics: Business Development and Growth, Revenue Growth and Profitability, Navigate 2017, Service Delivery and Operational Efficiency

3 Ways MSPs Can Achieve Greater Growth and Profitability with Continuum [INFOGRAPHIC]

Posted by Lily Teplow on September 1, 2017

3 Ways MSPs Can Achieve Greater Growth and Profitability with Continuum [INFOGRAPHIC]

As technology continues to evolve and mature, so too do the challenges facing those in the IT industry. This is especially true for managed services providers (MSPs). Hiring and retaining technical talent is becoming increasingly difficult, putting many MSPs at a disadvantage to maintain a lean operation and maximize profits. What’s more, some MSPs are seeing decreased margins as a result of downward market trends. So, what can MSPs do to counteract these trends and avoid falling behind?

Fortunately, MSPs who partner with Continuum are able to overcome these challenges—among others—by leveraging our transformative IT management and service delivery platform. In the infographic below, we’ll take a deeper look at the three main ways MSPs can benefit from Continuum’s model and dive into the data behind how Continuum partners are achieving greater growth and profitability.

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Topics: Business Development and Growth, Revenue Growth and Profitability, Service Delivery and Operational Efficiency, Service Leadership Index

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