1 growing your business using noc and help desk services

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Growing Your BusinessUsing NOC and Help Desk

Services

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Today’s Presenters

» Territory Manager with GFI Max» Marketing and selling innovative IT solutions

through the channel to the SMB Market for 20 years

Kelly O’Bray

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Speaker Bio

© Cloud Services Depot, Inc. All rights reserved.

Frank Hughes

CEO and Founder of Cloud Services Depot

President of BellSolutions.net :: $1M+ MSP serving Los Angeles County

Founding Member – CompTIA Security Trustmark

Recognized Cloud Computing expert working with major vendors such as McAfee, Google, Xerox and Rackspace

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Challenges for Existing MSP’s

No. 1 Business Desire Worldwide view (No geographical difference)

Absolutely top of mind

44.60% Grow your customer base/market share (Hunt)

Other important

12.80% Run business more efficiently 12.30% Service Excellence 9.20% Build Profit 7.10% Organise business to prepare for future growth 6.60% Expand portfolio to existing base (Farm)

Appear not to be top of mind

3.00% Reduce hassle & stress 2.50% Diversify business to allow for 'cloud' 1.50% Draw back from day to day running 0.40% Exit business

Growth (profitably) is the key driver…

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Challenges for Existing MSP’s - by company size

0-10 Sites

11-30 Sites

31-75 Sites

76-150 Sites

150+ Sites

0

10

20

30

40

50

60

70

Grow BusinessProfit, Efficiency & ScaleServiceRiskExit

… (pretty much) regardless of size…

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Disagreeor

StronglyDisagree

NeitherAgree orStrongly

Agree

I advise on best solution to customers needs regardless of profit to be made 5% 6% 89%

I advise on best solution to customers needs with an eye to profit to be made 22% 23% 56%

Customers view me as somebody they trust - I'm VERY reluctant to jeopardise this 3% 1% 96%

I get bombarded with Software & Hardware marketing material that I don't use 12% 17% 71%

I prefer selling recurring revenue services to one-off sales 4% 11% 84%

I'm not a trained sales person but I get by because customers trust me 12% 14% 74%

I'd like marketing & sales ideas 10% 19% 71%

Need to Maintain Trusted Advisor Status…

How you sell to your clients

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2011 2013 Delta’s

Little Pro-

ActiveEffort

Some

Much Pro-

Active Effort

Little Pro-

ActiveEffort

Some Much Pro-

Active Effort

Little Pro-ActiveEffort

Some Much Pro-Active Effort

Servers & Server Applications

4% 13% 83% 2% 10% 88% -3% -3% 6%

Workstations 17% 51% 31% 8% 30% 62% -9% -21% 31%

Mobile Devices (eg: Phones, Tablets)

75% 22% 3% 13% 50% 37% -62% 27% 34%

Internet/Cloud Services(eg: SaaS solutions)

47% 41% 12% 9% 37% 54% -38% -4% 42%

Printers/MFDs 58% 35% 7% 31% 49% 20% -27% 14% 14%

Networking Equipment 20% 54% 26% 8% 42% 50% -13% -12% 24%

Security 9% 38% 53% 2% 19% 79% -7% -19% 26%

Backup 2% 19% 79% 2% 11% 87% 0% -9% 9%

Move to Cloud… mobile… workstations…

Changing focus

Where you spend your time today and what is changing

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What We’ve Learned So Far…

1. After 10 clients or so, Profit/Efficiency/Scale becomes the most difficult challenge

2. Retaining the client’s trust while growing the business is very, very important

3. Supporting clients is becoming more difficult with the use of new technology – mobile devices, tablets, cloud services and more.

4. Controlling costs of low-value services like monitoring and end-user support is key to a successful MSP or VAR business.

5. Leverage GFI MAX Building Blocks for a turnkey growth process.

Slide: 8 © Cloud Services Depot, Inc. All rights reserved.

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We Are Here To Help

Cloud Services Depot is a Master MSP that provides private-label Help Desk and NOC Services for IT Services Organizations.

Help Desk Services: We answer telephone calls, email and ticket requests from your clients. Our U.S.-based Help Desk is available 24x7 and all services are delivered in your company’s name.

NOC Services: We bring sanity and profitability to your Managed Services program. Our team of certified engineers will properly configure GFI MAX and then remediate all alerts/alarms detected by the platform. We also accept one-off work requests and can help with scheduled/recurring tasks.


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What is a NOC?

NOC Services are a comprehensive set of services that are designed to keep managed systems optimized and secure by performing daily, weekly and monthly maintenance.

NOC Services manages your client’s equipment including workstations, servers and network devices.

Cloud Services Depot seamlessly integrates a virtual support solution with your core service offerings by using GFI MAX, your PSA tool and your NOC Policies in conjunction with our systems engineers.


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How Do NOC Services Help?

NOC Services solves the Profit/Efficiency/Scale problem. It is a cost-effective service to support your clients by using our team of technical experts.

Eliminates the hassle of dealing with every GFI MAX alert Gives you and your techs more time for higher-revenue projects Creates lots of billable time at your standard hourly rate Creates lots of closed tickets in GFI MAX and your PSA software Improve Managed Services profit margin Improve Client Reports in RMM and PSA tools


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What’s Included?

Device Setup – GFI MAX is updated with your NOC management policies. The NOC team provides monitoring and full remediation services. The NOC team continuously reviews the active software/services on each device to fine-tune the service.

Device Monitoring – We monitor all managed devices 24x7 using GFI MAX. Issue Remediation – NOC Services includes full remediation of issues detected by GFI MAX, escalated from the Help Desk or reported by you.

Scheduled Tasks – You can ask the NOC team to schedule a future task to prevent disruption to end-users or other tasks. Work Requests – NOC Services includes unlimited Work Requests to help offload tedious technical tasks from your office. You can still invoice your client at your standard hourly rate for all Work Requests performed by the NOC.


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Servers

Operating Systems

Microsoft Windows: 2000, 2003, 2008

Linux – Most commercial distributions

Common Server Applications

Microsoft Exchange

Microsoft SQL Server

Microsoft Terminal Server

Microsoft SharePoint

Microsoft Dynamics CRM

Citrix Presentation Server

Blackberry Enterprise Server

Citrix Presentation Server

FileMaker Server

Blackberry Enterprise Server

IBM Lotus Domino Server

Symantec Veritas Data Protection


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Workstations

Operating SystemsMicrosoft Windows: 2000, XP, Vista, Win7

Apple – OS X (all versions)

Linux – Most commercial distributions are supported

Workstation Applications

Adobe Acrobat and Flash

Adobe Illustrator

Adobe Dreamweaver

Adobe Photoshop

WordPerfect

Microsoft Live Meeting

Microsoft Outlook and Entourage

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Publisher

OpenOffice and LibreOffice

Intuit QuickBooks

Sage Peachtree


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Network Devices

Device TypesNetwork printers, copiers and other imaging devices

Network core and perimeter devices (e.g. routers, firewalls, gateways, etc.)

Any device supported by GFI MAX

Common Device Vendors

3Com

APC

Avaya

Cisco

D-Link

Dell

HP

Huawei

IBM

Intel

Juniper

Linksys

Netgear

Nortel


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Service Level Agreement

SERVICE LEVEL AGREEMENT

Issue Critical High Normal Low

Service Availability

24x7x365 24x7x365 24x7x365 24x7x365

FirstResponse

Within 15min Within 30min Within 3hrs Within 12hrs

Second Response


Resolution of Issue


Definition Business directly affected

Business partially affected

Business is indirectly affected

Business is not affected


Every new ticket is manually reviewed within 15 minutes of arrival.

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NOC Services Review

NOC solves the problem of expanding your company without hiring new personnel.

NOC only takes care of client devices – not users!

NOC leverages your investment in GFI MAX.

NOC never contacts or communicates with your clients.


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What Is A Help Desk?

Help Desk Services is a cost-effective service to support your clients using our live support agents located in Los Angeles, California.

24x7 support (no additional cost) Private label services – all calls answered in your company name Certified technicians with on-site management World-class call center located in California

Cloud Services Depot works hard to provide transparent support to your clients. We answer the phone with your company name and tickets can be synchronized to Autotask or ConnectWise PSA.


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Why Help Desk Services?


Extend your support coverage to 24x7

Grow your team without hiring new personnel or paying for contractors

Build customer loyalty – no scripts or flowcharts

Support more technologies: Apple, Mobile Devices, Industry Apps

Flexible - send calls to the Help Desk after-hours, sick days, trade shows, etc.

Leverage industry-standard processes to provide better support

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How Does It Work? (Phone Support)

Agents will either close or escalate the ticket to your office.

Agents troubleshoot issues with user verbally or using LogMeIn Rescue.

Agents open tickets that automatically sync to your PSA.

Help Desk agents answer calls in your company name.

Support calls are directed to a unique toll-free number.

Users call your office for help.


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How Does It Work? (Email Support)

Agents will either close or escalate the ticket to your office.

Agents calls the user to troubleshoot issues using LogMeIn Rescue.

Agents review new tickets that automatically sync to your PSA.

Inbound email is converted to a Help Desk ticket.

Forward email to the dedicated, custom email address provided by Cloud Services Depot.

Users send requests to your existing email address: [email protected].


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What’s Covered?

PlatformsMicrosoft Windows: 2000, XP, Vista, Win7 (workstations only)

Apple – OS X (all versions)

Mobile Devices – Android, Apple, Blackberry, Windows Mobile

ApplicationsAdobe Acrobat, Flash, Photoshop, Illustrator, Dreamweaver

Microsoft Products: Office, Live Meeting, Visio, Entourage, SharePoint

Browsers: Mozilla Firefox, Internet Explorer, Google Chrome, Safari

Google Apps for Business and Corel Office including WordPerfect

FileMaker Pro, Advanced and Go

Nuance Products: Paperport, OmniPage

HardwareStandard computer peripherals


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Service Level Agreement

Cloud Services Depot offers the most stringent Service Level Agreement (SLA) for Help Desk Services in the IT industry. All call activity is logged in the Help Desk Portal and resellers can view call reports at anytime.

All support calls are recorded and attached to each ticket for easy reference and playback.

Inbound Calls - 90% of calls are answered within 90 seconds. Most calls are answered

in less than 30 seconds.

Email Requests - All inbound email will receive a telephone callback within 2 hours

from the time the Help Desk receives the email notification.


PSA Tickets - All inbound PSA tickets will receive a telephone callback within 2 hours

from the time the Help Desk receives the ticket.

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Help Desk Services Review

Help Desk is designed for end-user support only.

Help Desk uses its own remote control software for maximum security.

Help Desk can escalate tickets directly to the NOC team for additional troubleshooting. When the issue is fixed, the ticket is sent back to the Help Desk to confirm with the end-user.


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RMM Platform Support


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PSA Platform Support

Coming Soon:


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NOC Services - Price List

Reseller Setup Fee - $99

$7 per month

$49 per month

Workstations

Servers

GFI MAX

Your PSA Software

Your Specific Directions to Manage Each Client

Your Satisfaction is 100% Guaranteed


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Help Desk Services - Price List

Reseller Account Fee - $10/month

100 minutes = $150

500 minutes = $700

1000 minutes = $1250

5000 minutes = $5900

$17/user per month (10-user minimum)

Per-Minute

Per-User


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Webinar Promotion

Open a free reseller account at CloudServicesDepot.com.

Purchase Help Desk or NOC Services

from the Marketplace.

Follow the Getting Started Guide to set up account and to activate services.


15% Lifetime Discount on NOC Services!

Register with promo code: GFI

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GFI MAX Building Blocks Managed Services simplified

» Easy to implement

» Easy to sell

» No costly training

» Get going with no changeto your operation

» Move at the right pace□ Do the right thing for your client

□ Manage the risk to your business

» Easy to evolve with current Managed Services approach

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Un-Managed Central

Infrastructure

Un-Managed Workstations

GFI MAX Building Blocks for Managed Services

Monitoring

Pro-Active Maintenance

Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations

Attract New Customers

Additional Profitable Services

Retain Advisor/Leadership

Increase Recurring Revenue

Reduce Risk/Unpredictability

Efficiency, Scalability

Business Value

Un-Managed Email

Email Security

Email Continuity

Email Archiving

Managed

Email

Un-Managed Mobile

Devices

Monitoring

Mobile Security

Support

Managed Mobile

Devices

Un-Managed Cloud

Services

Monitoring

3rd Party Management

Support

Managed Cloud

Services

Un-Managed Continuity

Availability Monitoring

Connectivity Monitoring

Backup Testing

Enhanced Continuity

Un-Managed Security

Managed Antivirus

Penetration Testing

Data Leakage

Protection

Enhanced Security

Infrastructure Components Extra In-Depth Focuses

Lo

we

r va

lue

bu

t si

mp

le

Lucrative but more complex

Lowering your business risk

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GFI MAX Building Blocks 201

Monitoring


Support

Monitoring


Support

Managed Central

Infrastructure

Managed

Workstations

Attract New Customers

Additional Profitable Services

Retain Advisor/Leadership

Increase Recurring Revenue

Reduce Risk/Unpredictability

Efficiency, Scalability

Business Value

Un-Managed Email

Email Security

Email Continuity

Email Archiving

Managed

Email

Un-Managed Mobile

Devices

Monitoring

Mobile Security

Support

Managed Mobile

Devices

Un-Managed Cloud

Services

Monitoring

3rd Party Management

Support

Managed Cloud

Services

Un-Managed Continuity

Availability Monitoring

Connectivity Monitoring

Backup Testing

Enhanced Continuity

Un-Managed Security

Managed Antivirus

Penetration Testing

Data Leakage

Protection

Enhanced Security

Infrastructure Components Extra In-Depth Focuses

Un-Managed Central

Infrastructure


Lo

we

r va

lue

bu

t si

mp

le



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Managed Workstations


Monitoring


Management and

Support

Managed Workstations

Workstation Monitoring

Antivirus Monitoring

Customer Reporting

SW Patch Management

Automated Scripts

Asset Tracking

Remote Support

PSA Integration

Customer Reporting

Lo

we

r va

lue

bu

t si

mp

le



Managed Antivirus

Automated Tasks

Customer Reporting

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Client reporting for central infrastructure

Client confidence email

Patch Management report

All branded as yours

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What’s in each Building Block?

The assets to sell managed services for FREE

Managed3

Maintenance 2

Monitor1

Information about the service, context in which it sits in Building Blocks

Financials (pricing & profit) calculators

Promotional material (flyers, letters, Fax Backs, phone scripts, web site text, etc.), value proposition, marketing and sales strategy

Implementation documents (contracts, SLAs, statements of work)

Implementation considerations: Integration, billing, scaling, etc.

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The Building Blocks Approach: Any business model

» Starting out: Building Blocks 101

□ Sales tools - Deliver easily understood, easily sold services

□ Door openers - Low-cost services, easy entry point – to get you in the door

□ Get customers used to contracted service

□ start up-selling to a fully managed service

» Advanced: Building Blocks 201

□ Profitable Growth - Building revenue AND profit

□ Manage the risk transfer - Once you know your customers IT

□ Plan your growth - Resource to and manage for SoW & SLA

□ Move towards “All you can eat” managed services 24x7x365 systems management, help desk and vendor management– profitably.

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QUESTIONS?

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Online support and live coaching - FREE

The MSP Community:

» Webinar Recordings» White Papers» Blog Postings» Videos: Ideas to grow

your MSP business» Guest Presenters» Building Blocks to

Managed Services content

mspbusinessmanagement.com

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How to get going with Building Blocks

Sign-up to a FREE 30-day trial of GFI MAX RemoteManagementhttp://www.gfi.com/maxrm/

□ You get the full system

□ Set up in less than 10 minutes!

□ No commitment

□ No hard-sell

Or contact us for more information on the Building Blocks to Managed Services Program at: [email protected]

Thank You!

http://www.gfi.com/maxrm/

mailto:[email protected]

1 growing your business using noc and help desk services

Documents

size slide

rackspace slide

help desk services slide

value services

internetcloud services

existing msps

business desire

run business