Sessions

 

 

Navigate 2014 features two session tracks:

Business-Track Business Sessions  

Industry leaders will guide you through a series of workshops, providing actionable insights into business strategy, economic models and ways to grow your business.

 

Technology-track Technology Sessions 

Our product and technical experts will lead sessions designed to help you get the most out of your investment with the Continuum. In addition, we’ve assembled an impressive roster of speakers that will provide tips and advice on service delivery optimization. 

Sessions occur over the course of our three-day conference.

Register Today

Technical Forum Workshop BASIC: Introduction to Security

 

In this session our technical account management team, will show you how you can efficiently and effectively patch servers and desktops.  Learn simple steps that can increase your patching accuracy and ease of deployment and discover how to take advantage of Continuum’s AV Management.  In addition, they will review best practices around Malwarebytes and how to ensure items get removed.  This session is perfect for anyone hands-on with the Continuum portal in day-to-day-operations.

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DAY 1

Technical-Track

Sunday

9:00-noon

Zeshan Raja

Shauna Peters,
Continuum

MSP Peer Group Workshop: Shared Best Practices

Curious about whether or not a peer group might be a good fit for your business?  In this workshop you’ll experience first-hand what happens in a peer group and come away with the information you need to decide if peer-to-peer interaction is right for you and your company.  Arlin Sorensen, CEO and Founder of HTG Peer Groups, will outline the framework they use to leverage peer interaction to drive execution through accountability.  Learn what a peer group is all about and experience the benefits  first-hand including topical discussions, goal setting, business planning and the  sharing of best practices. 

 

DAY 1

Business-Track

Sunday

1:00-4:00 pm

Arlin Sorensen, HTG

Technical Forum Workshop ADVANCED: Tips & Tricks: Scripting and Client Communicator

Are you spending too much time installing applications, or writing scripts?  Are you looking to enhance communication with your clients?   Scripting and Client Communicator are  powerful tools that can enhance your customer’s experience.  Learn how to create scripts and leverage maintenance templates to save valuable time.  Discover the many benefits of Client Communicator, including how to make sure your brand is visible on all of your client's desktops and that they have access to powerful self-help tools.    

DAY 1

Technology-track

Sunday

1:00- 4:00 pm

David Boulos

Joe Consolmagno,
Continuum

Business Lessons for Navigating Rough Waters

Two-time America's Cup winner and Emmy award winning television analyst Peter Isler draws analogies between success in sailboat racing and success in business.

DAY 2

Monday

9:15- 10:00 am

Peter Isler

True North

Like so many industries, ours is facing enormous forces of change. Hear from Continuum CEO, Michael George, as he explains how competition for talent and pressure from "The Big 3" cloud companies is challenging businesses like yours to rethink how they hire, resource, and serve their customers by "smart-sourcing" and taking advantage of Continuum's NOC to embrace the winds of change, find their True North—and win big. Michael will share real customer examples and take the audience on an inspiring journey from today's shores of uncertainty to tomorrow's shores of success.

DAY 2

Monday

10:00- 10:45 am

Michael George
Continuum

Level Up Your Value: Evolving Past the MSP Basics

What does it really take to build an unbreakable, consultative relationship with your clients?  In this information packed session learn four proven strategies for becoming your client's virtual CIO. Bryan Gilliom from Level 5 will share the six questions you absolutely must ask in your Quarterly or Annual Business Review meetings and his  proven template for delivering a world class ABR/QBR engagement that will firmly cement your status as a TRUE trusted advisor.

DAY 2

business-track

Monday

11:00-11:45 am

Bryan Gilliom, Level 5

Keys to Attracting and Retaining Good Sales Talent

What's the difference between good and bad sales hires? Hundreds of thousands, sometimes millions, of dollars. As the author and creator of the Talent Rules! series, Mike Schmidtmann arms solution providers with a complete guide for sourcing, screening and hiring productive sales individuals. In this session, Mike will define the tangible costs of bad hires and the upside of great ones, provide examples of effective incentive programs and share tips on how you can help your sales team achieve success and make your business more profitable in the process.

 

 

DAY 2

Business-Track

Monday

11:00- 11:45 am

Mike Schmidtmann, 4Profit

Client Technology Roadmap & Budget Review

When was the last time you delivered an IT roadmap designed to support your client’s business objectives?  Conducting regular technology budget reviews with your clients is a chance to uncover new revenue opportunities, demonstrate your commitment to serving their needs long-term and position yourself as a trusted advisor.  In this informative session, Joy Beland, of LA IT Girl will provide valuable insight into how to prepare for a technology budget review, the key components to address, including growth plans, business challenges and budget parameters, and the best practices to follow when presenting your recommendations.

DAY 2


Technology-track

Monday

11:00- 11:45 am

Joy Beland, LA IT Girl

Continuum Product Strategy

Join Dee Zepf, our VP of Product Managemen and Technical Services, for an insider's look at the Continuum product strategy.  Dee will discuss our product plans for 2015 and beyond, and give you insight into the course we've set for the company and what it means for you, our Partners.

DAY 2

Technology-track

Monday

11:00- 11:45 am

Dee Zepf, Continuum

Maximize Your Profits Utilizing a Managed IT Services Business Model

Optimizing financial results with managed services involves a variety of financial and non-financial measurements.   This session will cover the Managed IT Services Business Model and key benchmarks to ensure your success including:  staff productivity, contract profitability/expansion, margin goals, product/services mix, traditional P&L metrics, and even pipeline metrics and sales closing targets.  This Managed IT Services Business Model, co-authored by Continuum and Growth Achievement Partners (GAP), provides the template for financial performance, as well as, the tools for establishing targets for consistent success and ongoing improvement. Included in this session will also be content on maximizing the value of your business, improving your sales performance,  and enhancing contract profitability and operational efficiency.

DAY 2

business-track

Monday

1:00- 1:45 pm

Mitch Morgan

Chris Ryne

GAP

Breaking Through the Wall from SMB to Enterprise Accounts

iTech Las Vegas started in 2007 with an average client size of 5 users per account. Today, iTech’s average client size is 700 users with an average of $5,000 in monthly recurring revenue per client. Mark Rouleau, Chief Visionary and founder of iTech Las Vegas, will share how he made this transition, keeping his staff size small and growing his company without a formal sales staff. Mark will speak about engaging with clients, building partnerships with suppliers, and how to scale with a limited amount of staff. Join us for an exciting session designed to help you take your company to the next level. 

DAY 2

business-track

Monday

1:00- 1:45 pm

Mark Rouleau, iTech Las Vegas

Breaking the Rules to Improve Customer Satisfaction

Join Peter Melby from Greystone Technology Group for an honest, lively, and slightly irreverent look at the state of technology service delivery.   Our evolving industry gives us an opportunity to find new solutions for age-old client frustrations.  Rejecting some ill-fated trends can provide a more impactful service experience and increase client loyalty.  Hear tips and tricks for immediately connecting better with your clients and creating a company culture that sheds the stereotype of the “IT guys”.  Learn from Peter’s experience of creating one of the fastest growing MSPs in the world by rebelling against a few MSP norms.

DAY 2

technology-track

Monday

1:00- 1:45 pm

Peter Melby,  Greystone Technology Group

Cloud and Continuum C3 Primer

Doug O'Flaherty, our Director of Cloud Products, and Paiman Nodoushani, our VP of Engineering, are teaming up to share all the details you want and need regarding C3, our IaaS management plaform. In this session you will learn basic tips and tricks for getting started and get a preview into what's coming in the C3 roadmap.  In addition, you'll hear how other partners are finding success with C3. Whether they are "all in" on cloud or setting up a hybid environment, you will get the inside story.  

DAY 2

Technology-track

Monday

1:00- 1:45 pm

Doug O'Flaherty

Paiman Nodoushani

Continuum

An Anatomy of an Effective Sales Process

The sales strategies designed to effectively close projects, break/fix work, etc. just don't work when it comes to managed services.  In this session, Gil Cargill will teach you how to build and run an effective sales process, one designed to consistently capture monthly retainer-based relationships, the holy grail of the MSP community.  By attending, you'll learn how to run your sales process…not be run by your sales process.  You'll learn how to prospect passively yet consistently.  Most importantly, you'll learn how to build a cost-justification proposal which illustrates the need for a company to retain your services on a monthly basis.  Don't miss this opportunity to gain a sustainable competitive advantage and go back to your market and capture new revenue.

DAY 2

business-track

Monday

2:00- 2:45 pm

Gil CargillCargill Consulting Group, Inc.

Autotask- 5 Tips to Improve IT Services Profitability

Nothing's trickier than coming up with the right pricing for IT services. Price yourself too high, and your prospects and clients will balk...price your services too low, and you'll leave money on the table - or worse, lose money.  If you're looking for actionable advice to increase profits on the services you already sell and those you are considering adding to your portfolio, then you will want to sit in on this valuable session.  During this information-packed session, Autotask SVP Community & Business Development, Len DiCostanzo, will share best practices and (way more than!) 5 of his best tips based on his own success as a profitable MSP, and his work with hundreds of service providers around the world.


DAY 2

business-track

Monday

2:00- 2:45 pm

Len DiCostanzo
Autotask
Platinum Sponsor

Retaining Customers Means Rethinking Your Approach to Customer Service

Moving break/fix customers to a managed services relationship is easy, retaining those customers long term is where the real work begins.  Scott Jones of Liberty Technical Solutions will share his approach to converting customers to managed services and more importantly, the techniques he has used to demonstrate value, keep customers engaged and ultimately increase his managed services revenue from zero to $23,000 per month in less than a year.

DAY 2

technology-track

Monday

2:00- 2:45 pm

Scott Jones, Liberty Technical Solutions

New Product Announcement

Session details to come.

DAY 2

Technology-track

Monday

2:00- 2:45 pm

Adrianna GugelContinuum

Gary Harlam, Technology Advisory Group

Sponsor Session - Capitalizing on the Data Breach Epidemic

This session will explore how MSPs can position themselves to solve their clients’ cybersecurity challenges.

DAY 2

Technology-track

Monday

3:15- 3:45 pm

Stuart Itkin 

ThreatTrack Security
Silver Sponsor

 

Sponsor Session - Take Control of BYOA & Increase Revenues with LogMeIn AppGuru

"Did you know that almost 70% of companies report at least once instance of BYOA (Bring Your Own Application) in their network environment? Do you have a BYOA strategy in place to keep your customers’ network secure without hindering employee productivity? If the answer is no, then you need to come to our breakout and learn about the realities of BYOA, how the LogMeIn AppGuru solution can help, and hear about how one of our Elevate channel partners made $20K with AppGuru in a single month!"

DAY 2

Technology-track

Monday

3:15- 3:45 pm

Ted Roller

Shannon Mayer

LogMeIn
Gold Sponsor

Sponsor Session - Endpoint Security -The Next Generation 

This session will discuss today’s increasingly complex threat landscape and the need for a layered approach to effective endpoint security.   Next gen technologies such as specialized anti-malware and anti-exploit will be explored.

DAY 2

Technology-track

Monday

3:15- 3:45 pm

Terry Fleming

Chad Bacher  

Malwarebytes
Gold Sponsor

 

Sponsor Session - Performing HIPAA Assessment Using Network Detective 

In this breakout session, Win Pham, VP of Software Development, presents and overview of the HIPAA Compliance Module for Network Detective and reviews best practices for how to conduct an effective HIPAA assessment. 

DAY 2

Technology-track

Monday

3:15- 3:45 pm

Win Pham

RapidFire
Silver Sponsor

Stop Drowning in Devices - Pivot to People

The IT Services industry has traditionally focused on “managed devices” as its’ primary measure of success. This perspective slights the primary reason businesses use technology: the productivity of their people. The proliferation of mobile devices & the migration of line-of-business applications to the Cloud create new & complicated problems for the staff members of small & medium businesses. By pivoting to the perspective of the SMB staff member, you can increase your value to your Clients and enjoy new sources of revenue. This  happens when you focus on the entire range of needs of the SMB’s staff member: their role, workflow, efficiency, and productivity. Join Jeff Connally, the President and CEO of CMIT Solutions, and learn how you can have a powerful impact on the bottom line of each business and entrepreneur that you serve.

 

DAY 2

business-track

Monday

4:00- 4:45 pm

Jeff Connally, CMIT Solutions

7 Things to Know About Inbound Marketing

DAY 2

business-track

Monday

4:00- 4:45 pm

Jeanne Hopkins, Continuum

Charles Love, Big Sur Technologies

Maximizing Deployment of IAAS and Private Cloud Services

Like any other significant shift in a business, transitioning from the traditional MSP model to a Cloud Hosting model requires careful planning.  During this session Bruce Nelson and Marc Silverman of Vertical Solutions will cover the fundamentals of developing an IAAS and Private Cloud offering including deployment options, criteria for evaluating partners and pricing models, and discuss the impact it may have on an organization’s technical and consulting resources.  

DAY 2

technology-track

Monday

4:00- 4:45 pm

Bruce Nelson

Marc Silverman

Vertical Solutions

Optimizing Internal Business Processes to Supercharge Your Labor Force

Jason Holbrook from Empower Information Systems will share real life client stories and explain how he has optimized his smartsourcing with Continuum.  Learn how Jason has customized his alerting and utilized the Service Desk, Tech Advantage and Off-Hours Desktop Maintenance programs to capitalize on his internal labor force and add more clients.  After this session, you will have the tips and knowledge needed to scale your business.

DAY 2

technology-track

Monday

4:00- 4:45 pm

David Skeddle

Todd Wolpert, Continuum

Jason Holbrook, Empower Information Systems

Old Dogs, New Tricks: How MSPs Are Staying Successful in the New IT Channel 

Change is on the horizon. For MSPs, the rules of engagement are evolving – and understanding how new technologies and business trends are impacting the channel is critical to maintaining relevance and ensuring future success. 

In his keynote address, renowned industry expert and former mindSHIFT Technologies CEO Paul Chisholm will discuss the evolution of MSP practices in the cloud era, the role of the modern CEO, how to measure success as an MSP, and more.

DAY 3

business-track

Tuesday

9:00- 9:45 am

Paul Chisholm, mindSHIFT Technologies

Enhance Customer Experience with a Smart Approach to IT Service Delivery

IT Service Providers (ITSPs) are playing an even more strategic and important role in their client’s business.  While managing assets, integrating solution components and ensuring a secure IT environment remains critical, there is a growing focus on value. And, it centers on delivering a superior customer experience (CX).

In what Forrester Research has coined “the age of the customer,” 92% of companies place CX as a top priority. By adopting a Smart IT approach to service delivery, ITSPs can enhance CX by optimizing efficiency, achieving real accountability and using metrics to gain insight into operations and long-term trends.  As a result, ITSPs will be able to make fact-based decisions to ensure the best CX.

In this keynote, Mark Cattini, CEO and President at Autotask will discuss a best practices approach to delivering a technology service experience that meets and exceeds client expectations throughout the customer lifecycle. He will share examples of this approach in action as well as how adopting it can result in revenue growth, higher profit margins and give ITSPs a distinct advantage in the industry.

DAY 3

business-track

Tuesday

10:15 - 10:45 am

Mark Cattini, Autotask

From SLA to Operational Metrics - Managing by the Numbers

The key to achieving profitable, scalable growth is understanding your business metrics and “managing by the numbers.”   You need to monitor your operational and service delivery metrics closely and understand how movement in those metrics impacts revenue and your bottom line.  In this session Don Viar, Managing Partner at Epic Technologies, will identify the metrics that matter, define the path from SLA to operational metrics and provide insight into how you can manage your operations and scale profitably.

DAY 3

business-track

Tuesday

11:15- Noon

Don Viar, Epic Technologies

Next Frontier – Insights into SMB Managed Services & Cloud Market

We live in a post-PC world where the “new normal” is multiple devices and multiple OSes; where Cloud is having an impact on how SMB buyers source delivery platforms, infrastructure services and applications; where SMBs are committing to core technologies prior to selecting a vendor; where by 2016 nearly a million US SMBs will be turning their attention to Managed Services. Join Anurag Agrawal, SMB guru and CEO of Techaisle, for an information packed session that addresses the latest insights from Techaisle’s study of SMB demands of MSPs and how to address the rapidly transforming market opportunity.

DAY 3

business-track

Tuesday

11:15- Noon

Anurag Agrawal, Techaisle

How to Deliver "Wow" in Service Delivery and Build Unbreakable Customer Relationships

What sets one MSP apart from another is no longer just about technical expertise, proactive management and 24x7 services. The core differentiator is the overall client experience. As an MSP grows, this culture of service becomes more challenging to maintain. In this session, Vincent Fung from Debian IT will cover share 5 strategies that you can use to develop and maintain a culture of delivering WOW across all aspects your business.

DAY 3

Technology-track

Tuesday

11:15- noon

Vincent Fung, Debian IT

Panel Discussion: Workforce Mobility and Demonstrating Value of Mobile Device Management

As workforce mobility, bring-your-own-device (BYOD), and enterprise owned device trends become increasingly popular, MSPs must figure out how to effectively manage and regulate smartphones, tablets and other mobile devices. But once you’ve settled on a Mobile Device Management (MDM) solution, how do you actually demonstrate its value to your customers? This session will explore several real-world MDM use cases, provide best practices to help you get started with an MDM policy, and more. 


 

DAY 3

technology-track

Tuesday

11:15- Noon

Nicolas Dard, Continuum

Francois Daumard, Fiberlink

Mark Richmond, Microdoctor

Tom Richbourg, SyCom Technologies

Managed Services is not a Product: It's a Business Model

Many “MSPs” look at their managed services offering as a product, but it isn’t. Managed Services is a business model, a way of doing business, a way of being able to accomplish more for your clients and make your business more profitable. In this session, Stuart Selbst of Stuart Selbst Consulting, will address the issue of MSPs selling managed services as a product and outline how and why they should embrace this new point of view.

DAY 3

business-track

Tuesday

1:00- 1:45 pm

Stuart Selbst, Stuart Selbst Consulting

 

New Tactics for Closing More Qualified Sales Leads

Are you looking to expand your MSP business, but find that time, budget and resources are preventing you from doing so? In this session Chris Wiser, Founder and CEO of TechSquad IT, will discuss how you can transform your current MSP business model into a lead-generation machine that leads to new business. Chris, who is also a Continuum partner, will share the best practices and real-world solutions that he used to  implement a successful lead-generation and new business development strategy that led to a 3X increase in revenue in the last year.

 

DAY 3

business-track

Tuesday

1:00- 1:45 pm

Chris Wiser, Techsquad

Panel Discussion: Top Security and Compliance Issues and the Ways to Approach Them

Session details to come.

DAY 3

technology-track

Tuesday

1:00- 1:45 pm

Chris Johnson, Untangled Solutions 

Charles Love, Big Sur Technologies

Nick Bruno, Continuum

Win Pham, RapidFire

 

Testing, Optimizing and Preparing BDR

Ensuring your backups are working properly and that you are prepared for a disaster is a key part of being a great service provider.  Our BDR product manager, Jeff Neumann, will share tips and tricks for optimizing your Vault backups, configuring your alerts and testing that you can deliver in case of a disaster.  

DAY 3

technology-track

Tuesday

1:00- 1:45 pm

Jeff Neumann, Continuum

Paul Rouse, Rouse Consulting Group

Improving the Value of Your Business: A Practical Discussion

Your business is your largest single asset and whether you plan on selling it, or acquiring another in order to expand, you probably have questions about the best path to take.  Mitch and Chris will walk you through some of the common scenarios based on their experience in the acquisitions marketplace.  Feel free to ask all types of questions from these experts.

DAY 3

technology-track

Tuesday

2:00- 2:45 pm

Mitch Morgan

Chris Ryne

GAP

Dominate Your Marketplace and Accelerate Your Profits with Converged Technologies

Today’s customers no longer want, nor do they need, to go to multiple vendors to satisfy their technology needs. The IT centric VAR, Voice centric VAR, and Surveillance centric VAR, just to name a few, will soon cease to exist. Those VARs that have already adopted and now offer a variety of converged technologies dominate their marketplace and achieve higher levels of sales and profitability. During this presentation, the managing partners of Voice Smart Networks, Mark Wadnizak and Dale Stein, will share the path to convergence, explore the customer’s mindset, explain the process of selecting the right technologies, describe the extraordinary amounts of recurring revenue that are available, and detail a successful sales, marketing and lead generation program that produces results.

DAY 3

business-track

Tuesday

2:00- 2:45 pm

Mark Wadnizak, Voice Smart Networks

Dale Stein, TAG

How to Increase Operational Efficiency and Drive Higher Margins

Has your business experienced a decline in operating margins in the process of selling and supporting information technology products and services? What drives margins down for solution providers? How can solution providers improve margin performance? And what steps can be taken to increase operational efficiency and reduce margin “leaks?” This session seeks answers to these questions by covering the information in the CompTIA Quick Start Guide to Operational Efficiency, a copy of which participants receive at the conclusion of the session.

DAY 3

technology-track

Tuesday

2:00- 2:45 pm

Jack Knocke, CompTIA

What's New in Continuum Products

This session will cover all the new features in the RMM platform that were released in 2014. From customizable client-facing reports to improved PSA integrations, it’s been a busy year. Did you know you can easily install the Communicator on all new desktops at your client sites?  Or that  you can customize how often you receive tickets for out-of-date patches?  Join us to learn tips and best practices for using all these improvements and make sure you are getting the most out of the Continuum platform.

DAY 3

technology-track

Tuesday

2:00- 2:45 pm

Amory Wakefield, Continuum

A Fluid World Demands a New Model for IT: One CIO's Perspective

We have entered a new era, where business models that once seemed solid and permanent are becoming fluid. From financial services to hospitality to transportation to the public sector, many industries are being re-shaped by technology at an unprecedented rate. Software is playing an increasing role in this fluid world and is creating completely new businesses, or is bringing about tectonic shifts in traditional industry models.   

Many business and IT leaders understand that disruption is inevitable. Those who succeed invent it rather than wait for it, and bravely build a new model of IT. Tony will share his perspective on trends and changes that are taking the IT industry by storm. He will discuss the need for a new mental modal and approach (IT as a Service) that will help you to navigate these changes and capitalize on new opportunities. By taking a “software-defined” approach that makes IT dramatically more nimble and automated, he will discuss how you can help your customers drive revenue, differentiation and loyalty—faster and more reliably than ever--while delivering exceptional customer service and retaining your talent to ensure ongoing success.

DAY 3

Tuesday

3:00- 3:30 pm

Tony Scott, VMware

Sessions subject to change