With the rise in the number of solutions and applications that organizations are using, corporate access management becomes a critical layer of protection and should be treated accordingly. However, access management is not a cloud-only concept. It directly affects most of the IT assets in the organization, starting with desktop log-ins and up to physical access to the server lockers. So, to provide maximum possible security in the organization, you should embed a centralized access management policy. Continue reading

Most of your clients and even most of your tech staffers won’t see any difference between a service desk and a help desk. In fact, many, if not all, MSPs themselves tend to not notice the difference between these concepts. However, from the processual and operational points of view, a service desk and a help desk are indeed different concepts. Continue reading

Imagine that you employed the best tier-two staffer in the world. This person knows just about everything about your clients, can draw a network map for any of them with their eyes closed, standing on one leg in a dark room. And this perfect T2 is supportive – they will gladly teach any T1 you send them and share and spread their knowledge throughout your whole team. Now, let’s imagine the darkest of days, the day when this T2 leaves you, for whatever reason. Continue reading

If you ask any other managed services provider about the most effective way of earning clients, you will most probably hear about referrals. However, even the happiest of your customers won't always refer your exceptional services to their business connections. But why? Continue reading

When a customer picks up the phone to call with a problem, are your help desk technicians able to resolve that issue on the first try? First-call resolution is a concept common in call centers, but one that can be extremely helpful to apply to MSPs. As the name suggests, this metric tracks the ability of the support organization to resolve customer problems or answer questions on the first call. Continue reading

Shadow IT might be the cause of a security breach at many levels, including data breach through an insecure or legacy solution and up to compliance breach due to uncontrolled data movement. In 2019, this concept was in the top 7 list of IT concerns for US companies. Hence, in most cases, shadow IT is dangerous and MSPs should do their best either to eliminate it or control it. However, there are a couple of surprising upsides for companies implementing shadow IT. Continue reading

Your managed IT bundle is the cornerstone of your business. The bundle comprises software and hardware solutions, services, prices and other conditions of your services. The core of your bundle and the pricing will be the same for most customers. But the devil will still be in the details, since each of your prospects, even if they come from the same vertical, is unique. So, your price and services offer will also be unique. Continue reading

According to the global payments network Veem, 81% of small businesses in the US are expecting an economic slowdown over the next 12-16 months. In times like these, cost-cutting becomes one of the top priorities for all businesses, including managed IT providers. In this guide, we will overview five great tactics to cut your costs. Continue reading

A standard operating procedure, or SOP for short, is a step-by-step document that comprises workflows, frameworks, and procedures that are taken as the standard for your managed IT services. SOPs are a common instrument for most MSPs wanting to standardize and streamline their operations. These documents help to onboard new tech staff members faster and ensure that the quality of support is of the required level. Continue reading