1
Growing Your Business
Using NOC and Help Desk
Services
2
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
3
Speaker Bio
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
© Cloud Services Depot, Inc. All rights reserved.
4
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%
12.30%
9.20%
7.10%
6.60%
Run business more efficiently
Service Excellence
Build Profit
Organise business to prepare for future growth
Expand portfolio to existing base (Farm)
Appear not to be top of mind
3.00%
2.50%
1.50%
0.40%
Reduce hassle & stress
Diversify business to allow for 'cloud'
Draw back from day to day running
Exit business
Growth (profitably) is the key driver…
5
Challenges for Existing MSP’s - by company size
70
60
Grow Business
50
30
Profit, Efficiency &
Scale
Service
20
Risk
40
10
Exit
0
0-10
Sites
11-30
Sites
31-75
Sites
76-150
Sites
150+
Sites
… (pretty much) regardless of size…
6
Challenges for Existing MSP’s
How you sell to your clients
Disagree
or
Strongly
Disagree
Neither
Agree or
Strongly
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…
7
Challenges for Existing MSP’s
Where you spend your time today and what is changing
2011
Delta’s
2013
Little
ProActive
Effort
Som
e
Much
ProActive
Effort
Little
ProActive
Effort
Some
Much
ProActive
Effort
Little ProActive
Effort
Some
Much ProActive
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
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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.
Slide: 9 © Cloud Services Depot, Inc. All rights reserved.
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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.
Slide: 10 © Cloud Services Depot, Inc. All rights reserved.
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How Do NOC Services Help?
NOC Services solves the Profit/Efficiency/Scale problem. It is a costeffective 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
Slide: 11 © Cloud Services Depot, Inc. All rights reserved.
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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 endusers 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.
Slide: 12 © Cloud Services Depot, Inc. All rights reserved.
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Servers
Operating Systems
 Microsoft Windows: 2000, 2003, 2008
 Linux – Most commercial distributions
Common Server Applications
 Microsoft Exchange
 Blackberry Enterprise Server
 Microsoft SQL Server
 Citrix Presentation Server
 Microsoft Terminal Server
 FileMaker Server
 Microsoft SharePoint
 Blackberry Enterprise Server
 Microsoft Dynamics CRM
 IBM Lotus Domino Server
 Citrix Presentation Server
 Symantec Veritas Data Protection
Slide: 13 © Cloud Services Depot, Inc. All rights reserved.
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Workstations
Operating Systems
 Microsoft Windows: 2000, XP, Vista, Win7
 Apple – OS X (all versions)
 Linux – Most commercial distributions are supported
Workstation Applications
 Adobe Acrobat and Flash
 Microsoft Word
 Adobe Illustrator
 Microsoft Excel
 Adobe Dreamweaver
 Microsoft PowerPoint
 Adobe Photoshop
 Microsoft Publisher
 WordPerfect
 OpenOffice and LibreOffice
 Microsoft Live Meeting
 Intuit QuickBooks
 Microsoft Outlook and Entourage
 Sage Peachtree
Slide: 14 © Cloud Services Depot, Inc. All rights reserved.
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Network Devices
Device Types
 Network 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
 Huawei
 APC
 IBM
 Avaya
 Intel
 Cisco
 Juniper
 D-Link
 Linksys
 Dell
 Netgear
 HP
 Nortel
Slide: 15 © Cloud Services Depot, Inc. All rights reserved.
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Service Level Agreement
Every new ticket is manually reviewed within 15 minutes of arrival.
SERVICE LEVEL AGREEMENT
Issue
Critical
High
Normal
Low
Service
Availability
24x7x365
24x7x365
24x7x365
24x7x365
First
Response
Within 15min
Within 30min
Within 3hrs
Within 12hrs
Second Response
Within 30min
Within 45min
Within 6hrs
Within 18hrs
Resolution of
Issue
Within 45min
Within 60min
Within 9hrs
Within 24hrs
Definition
Business directly
affected
Business partially
affected
Business is
indirectly
affected
Business is not
affected
Slide: 16 © Cloud Services Depot, Inc. All rights reserved.
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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.
Slide: 17 © Cloud Services Depot, Inc. All rights reserved.
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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.
Slide: 18 © Cloud Services Depot, Inc. All rights reserved.
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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
Slide: 19 © Cloud Services Depot, Inc. All rights reserved.
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How Does It Work? (Phone Support)
Users call your office for help.
Support calls are directed to a unique toll-free number.
Help Desk agents answer calls in your company name.
Agents open tickets that automatically sync to your PSA.
Agents troubleshoot issues with user verbally or using LogMeIn Rescue.
Agents will either close or escalate the ticket to your office.
Slide: 20 © Cloud Services Depot, Inc. All rights reserved.
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How Does It Work? (Email Support)
Users send requests to your existing email address: Support@yourcompany.com.
Forward email to the dedicated, custom email address provided by
Cloud Services Depot.
Inbound email is converted to a Help Desk ticket.
Agents review new tickets that automatically sync to your PSA.
Agents calls the user to troubleshoot issues using LogMeIn Rescue.
Agents will either close or escalate the ticket to your office.
Slide: 21 © Cloud Services Depot, Inc. All rights reserved.
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What’s Covered?
Platforms
 Microsoft Windows: 2000, XP, Vista, Win7 (workstations only)
 Apple – OS X (all versions)
 Mobile Devices – Android, Apple, Blackberry, Windows Mobile
Applications
 Adobe 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
Hardware
 Standard computer peripherals
Slide: 22 © Cloud Services Depot, Inc. All rights reserved.
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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.
Slide: 23 © Cloud Services Depot, Inc. All rights reserved.
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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.
Slide: 24 © Cloud Services Depot, Inc. All rights reserved.
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RMM Platform Support
Slide: 25 © Cloud Services Depot, Inc. All rights reserved.
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PSA Platform Support
Coming Soon:
Slide: 26 © Cloud Services Depot, Inc. All rights reserved.
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NOC Services - Price List
Workstations
Servers
 GFI MAX
 Your PSA Software
 Your Specific Directions to Manage Each Client
 Your Satisfaction is 100% Guaranteed
Slide: 27 © Cloud Services Depot, Inc. All rights reserved.
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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
Per-Minute
Per-User
$17/user per month (10-user minimum)
Slide: 28 © Cloud Services Depot, Inc. All rights reserved.
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Webinar Promotion
15% Lifetime Discount on NOC Services!
Register with promo code:
GFI
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.
Slide: 29 © Cloud Services Depot, Inc. All rights reserved.
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GFI MAX Building Blocks Managed Services simplified
» Easy to implement
» Easy to sell
» No costly training
» Get going with no change
to 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
31
GFI MAX Building Blocks for Managed Services
Attract New Additional Profitable Retain Advisor/
Leadership
Customers
Services
Increase
Recurring
Revenue
Reduce Risk/
Unpredictability
Efficiency,
Scalability
Business
Value
Lower value but
simple
Lucrative but
more complex
Managed
Mobile
Devices
Managed
Cloud
Services
Enhanced
Continuity
Enhanced
Security
Email
Archiving
Support
Support
Backup
Testing
Data
Leakage
Protection
Pro-Active
Maintenance
Email
Continuity
Mobile
Security
3rd Party
Management
Connectivity
Monitoring
Penetration
Testing
Monitoring
Monitoring
Email
Security
Monitoring
Monitoring
Availability
Monitoring
Managed
Antivirus
Un-Managed
Central
Infrastructure
Un-Managed
Workstations
Un-Managed
Email
Un-Managed
Mobile
Devices
Un-Managed
Cloud
Services
Un-Managed
Continuity
Un-Managed
Security
Managed
Central
Infrastructure
Managed
Managed
Workstations
Email
Support
Support
Pro-Active
Maintenance
Infrastructure Components
Extra In-Depth Focuses
Lowering your business risk
32
GFI MAX Building Blocks 201
Attract New
Customers
Additional Profitable Retain Advisor/
Leadership
Services
Increase
Recurring
Revenue
Reduce Risk/
Unpredictability
Efficiency,
Scalability
Business
Value
Lower value but
simple
Lucrative but
more complex
Managed
Mobile
Devices
Managed
Cloud
Services
Enhanced
Continuity
Enhanced
Security
Email
Archiving
Support
Support
Backup
Testing
Data
Leakage
Protection
Pro-Active
Maintenance
Email
Continuity
Mobile
Security
3rd Party
Management
Connectivity
Monitoring
Penetration
Testing
Monitoring
Monitoring
Email
Security
Monitoring
Monitoring
Availability
Monitoring
Managed
Antivirus
Un-Managed
Central
Infrastructure
Un-Managed
Workstations
Un-Managed
Email
Un-Managed
Mobile
Devices
Un-Managed
Cloud
Services
Un-Managed
Continuity
Un-Managed
Security
Managed
Central
Infrastructure
Managed
Managed
Workstations
Email
Support
Support
Pro-Active
Maintenance
Infrastructure Components
Extra In-Depth Focuses
Lowering your business risk
33
Managed Workstations
Lucrative but
more complex
Managed
Workstations
Lower value but
simple
Management and
Support
Automated
Scripts
Managed
Antivirus
PSA
Integration
Customer
Reporting
Pro-Active
Maintenance
Remote
Support
Automated
Tasks
SW Patch
Management
Customer
Reporting
Monitoring
Workstation
Monitoring
Antivirus
Monitoring
Asset
Tracking
Customer
Reporting
Un-Managed
Workstations
Lowering your business risk
34
Client reporting for central infrastructure
Client confidence email
Patch Management report
All branded
as yours
35
What’s in each Building Block?
The assets to sell managed services for FREE
Information about the service, context in which it
sits in Building Blocks
3
2
1
Managed
Financials (pricing & profit) calculators
Maintenance
Monitor
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.
36
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.
37
QUESTIONS?
38
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
39
How to get going with Building Blocks
Sign-up to a FREE 30-day trial of GFI MAX RemoteManagement
http://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: sales@gfi.com
Thank You!