MSP University
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IT and Managed Services Newsletter
MSP University helps Solution Providers succeed...period.
October 2009
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Welcome to MSP University |
"In
fourteen hundred and ninety two, Christopher Columbus sailed the ocean blue!" Columbus Day is celebrated on the second Monday in October, as a celebration of the anniversary of Columbus arriving in the Americas.
The traditional Columbus Day in the United States includes a parade down New York's Fifth Avenue. More recently, the holiday has been rejected by many people who view it as a celebration of conquest and genocide. Instead of Columbus Day, Indigenous Peoples
Day is sometimes celebrated.
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FREE MSP University Membership! |
 Have you created your FREE MSP University
account yet? Just browse over to
www.mspu.us and sign up to receive access to IT and Managed Services webinars, tools, forms and collateral to help you transform or improve your IT practice with valuable resources in areas of business operations, HR and hiring, sales and marketing and
service delivery, project management and help desk operations.
Learn how to:
- Revolutionize your existing business model
- Transition existing break-fix customers to Managed Services clients
- Market to the right prospects and close Managed Services business
- Choose the right tools and technology to maximize your efficiencies as an MSP
- Build closer relationships with vendors and fulfillment partners
- Grow your revenue month after month, year after year
How much annuity-based revenue is your IT practice currently generating?
What is your company worth?
What are your plans for improvement?
Let our experience and expertise provide you with all of the information you will need in order to successfully transition your IT Business to a successful Managed Services Practice!

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The Best NOC and Service Desk Operations
BOOK EVER! reveals how to build, staff and maintain a NOC and Service Desk effectively and profitably, along with best practices and techniques to increase efficiencies and net profits for these critical business units of your IT practice. Whether you
are looking to build out your NOC and Service Desk from scratch, are interested in learning how to effectively outsource and manage specific components of these units, or simply wish to evaluate the processes you currently employ in your own NOC and Service
Desk, this reference guide will teach you how to improve processes, maximize efficiencies and increase client satisfaction -
all while improving your bottom line!
We've included everything you need in The Best I.T. Service Delivery BOOK EVER!
This resource has been highly requested by solution providers, internal IT departments and channel organizations worldwide, and fills the void for a NOC and Service Desk-specific work for the IT industry covering design, tools, deliverables and hiring,
compensating, training and managing staff; along with processes, client on-boarding and management processes, outsourcing to 3rd party fulfillment partners and service delivery.
"The Best NOC and Service Desk Operations BOOK EVER!" applies the most highly effective NOC and Service Desk operations and delivery techniques ever developed to increase your efficiencies, client relationships and revenue, allowing you to scale your services
effectively and economically!
Includes valuable additional downloadable forms, tools and collateral!
The only NOC and Service Desk book written by Service Providers for Service Providers covers the following:
- Infrastructure Design
- Service Locations
- Hardware
- Services
- Disaster Preparedness and Business Continuity
- Tools and Technology
- RMM Tools
- PSA Tools
- Remote Access Tools
- Integration
- Management
- Deliverables
- Services
- Remote Monitoring
- Remote Patching and Updating
- Remote Optimizing
- Remote Service Desk
- Remote Dispatch
- Onsite Service Delivery
- Disaster Recovery and Business Continuity
- Vendor Management
- Supported Hardware
- Supported Applications
- Supported Services
- Supported Vendors
- Agreements and Addendums
- SLAs
- Processes
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Service Level Management
- Service Financial Management
- Capacity Management
- Service Continuity Management
- Availability Management
- Security Management
- People
- Hiring
- Writing Effective Employment Ads
- Using DISC Behavioral Profiles for Hiring Right the First Time
- The Interview Process
- The Offer Letter
- The Employment Agreement
- Compensation plans
- Training
- Clients
- Requirements
- Client Qualifications
- Environment Qualifications
- On-boarding
- Business Needs Analysis
- Technology Assessment
- Required Infrastructure Upgrades
- Provisioning
- Training
- Go-Live
- Client Satisfaction
- Ongoing Review
- Management
- Key Performance Indicators
- Getting the Right Data from your Systems
- Increasing Efficiencies
- Reducing Costs
- Maintaining Effective Communications
- Scaling Services Successfully
- Outsourcing
- Considerations
- What to Keep
- What can be Outsourced
- Integrating outsourced resources with your internal systems and staff
- Dispatch and resource allocation
- Communication, alerting and status reporting
- SLA maintenance
- Change management
- Escalation management
- Risk management
Includes valuable additional downloadable forms, tools and collateral!
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5 Tips to Prevent Insider Security Threats
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As
a Trusted Advisor and Business it is your responsibility to be aware of new security threats to ensure your clients remain protected at all times. And I'm not talking about electronic security threats - this is about human beings. One bad employee can ruin
your company's good reputation. There are simply some things a computer cannot do, including judging an individual based on the information provided. Here are five tips to help you avoid insider security threats.
1. Background checks and employee pre-screening - The first and most obvious way to avoid hiring a
person whose ethics may be questionable is by investing the time, energy and money in full background checks as well as other forms of employee pre-screening. Each potential employee should be vetted according to the position they are applying for within the
company. Positions which carry larger responsibilities as well as exposure to sensitive information should require a more in-depth background check. Employees should understand that they have to pass a background check in order to be awarded the position -
and keep it in the future. Background checks should include, but not limited to financial and criminal history.
2. Initial and periodic drug screening - You certainly don't want to hire an employee that fails a drug test - and periodic screening of all staff can identify potential issues before they become problems.
3. DISC and PIAV behavioral profiling - I remember clearly how hit-and-miss our success at hiring the right staff used to be before we discovered the value of utilizing DISC behavioral profiling in
our hiring process. Based upon the groundbreaking work of William Moulton Marston Ph.D. (1893 - 1947) in the (then) emerging field of psychology, DISC measures four dimensions of normal human behavior:
- Dominance - relating to control, power and assertiveness (how we respond to problems or challenges)
- Influence - relating to social situations and communication (how we influence others to our point of view)
- Steadiness (submission in Marston's time) - relating to patience, persistence, and thoughtfulness (how we respond to the pace of our environment)
- Conscientiousness (or caution, compliance in Marston's time) - relating to structure and organization (how we respond to rules and procedures set by others)
We have not only been able to significantly improve our success rate at hiring the right staff since implementing DISC behavioral profiling, but we have used DISC profiles to help in team-building efforts.
The Personal Interests, Attitudes and Values Profile (PIAV) shows why a person works. It describes the traits that drive a person to work; that motivate action or create resistance.
The PIAV Profile ranks a person's attitudes based on the following six core motivators, which reflect a person's primary interests:
- Theoretical--Truth, knowledge, objectivity.
- Utilitarian--What is useful, what will work, what will make money.
- Aesthetic--Expression, experience, harmony, beauty.
- Social--People, relationships, nurturing.
- Individualistic--Advancement, getting to the top, assertion of self.
- Traditional--Finding the highest values in life, living according to an unquestioned set of rules.
A person's attitudes play a major role in motivation. The PIAV profile describes the major categories of motivation in terms of interests, attitudes and values.
The insights gained through the PIAV profile show us why people are moved to work hard, or not, on the job. Understanding these motivators helps managers handle employees in a more productive manner in order to get the best possible work out of them.
~Integrating DISC and PIAV behavioral profiles into your hiring process will provide you a with insightful information to insure you not only get the right people on the bus, but also in the right seats on the bus - to borrow a
phrase from Jim Collins. Visit MSP
University to find out how to get a complimentary DISC behavioral profile for yourself.
4. 2-Factor Authentication Tokens - Implement a 2-Factor Authentication solution for all staff
requiring access to sensitive internal, as well as client network and data access. Assigning tokens to your staff that support this functionality allows you to avoid providing them the administrator passwords of any devices and services supporting this ability
(most newer devices and operating systems do). See our friends at Scorpion
Software for more information.
5. Make these actions a part of the company policy - Running background checks, drug screens, behavioral profiling and requiring
secure authentication for potential new hires and existing staff is not the beginning and end of your responsibility as an employer. It is imperative that your company have a detailed policy which explains the rights and responsibilities of your organization
as well as those of each employee. There should be no grey area as to what information is off limits or highly sensitive. The policy should also list what the repercussions are of crossing these boundaries. Security must be a part of the culture of the company.
Train managers to spot risky behavior- Managers must be in tune with the staff in order to spot changes in behavior that might indicate a security risk. While it is important for managers
and employees to have an open and hopefully friendly relationship, close personal relationships should be avoided. Small companies have the advantage of fewer employees, yet any size company must make it a point to pay attention to changes in the behavior
of their workers. Recognizing personal, financial and emotional problems in employees may be the best way to address and eliminate a security risk before it becomes a major problem.
Technology improves each day and in many cases makes our lives much easier; however at the end of the day, the human factor remains the one thing that technology cannot control.
Therefore it is up to the owners and management team to create an atmosphere which stresses the need for security and the consequences should employees fail to meet that requirement. It is also important to remember not to treat your employees in such a negatively
security-conscious manner that it creates disgruntled and unsatisfied employees who then become the very thing you are trying to avoid - an insider security threat.
A happy workplace with specifically documented policies messaged consistently will create happy employees and happy employees are less likely to risk their job and their
freedom with risky behavior.
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MSP University FREE Webinar Course Highlight |
The Effect of Social Networking on Service Providers and MSP Tools and Processes featuring Autotask
This Webinar focuses on defining Social Networking, its tremendous growth and transformation as a serious business tool for service providers over the last 12 months, and how it is being integrated into Managed Services tools and processes.
Our special guest is Bob Vogel, Chief Marketing Officer, Autotask Corporation.
Click here to watch this informative Webinar (log in with your FREE MSP
University credentials)
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You're Only 10 Days Away From Your New Website With Animation!
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We've taken our websites to the next level - and you can have yours in only 10 days flat complete with an animated home page!
Would you like your website to really drive revenue, instead of being simply a company brochure?
Would focused, compelling content strengthened by meaningful imagery in your website help attract and interest your specific target audience?
Would clearly identifying your prospects' pain and explaining how you can solve their problems in your website help your marketing efforts?
Would accurately reflecting each and every one of your services and solutions in your website help you attract new prospects and inform and interest your existing clients?
MSP University's 10-Day Website Solution is the answer!

Our 10 Day Website Solution includes an animated home page that contains customized messaging for:
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3 Vertical-specific messages such as healthcare, financial or non-profit
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3 Solution-specific messages such as security, disaster recovery or managed services
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3 Client testimonials
We create all of the content for you - simply
choose from over 20 solutions and services and select your vertical markets, then provide us your client testimonials along with your color and image choices and other company-specific information, and
10 days later you'll be ready to go live with your new website!
There is simply no other organization with MSP University's experience and expertise that can design and deliver your Website solution in only 10 days that:
- Drives revenue and repeat business
- Is client-facing and attracts your target audience as part of your marketing process
- Identifies your prospects' pain and positions your organization as the solution to that pain
- Showcases every single one of your products and services
- Contains meaningful, relevant content developed by experts in your industry
- Is designed and written to maximize indexing by search engines to provide you a competitive advantage in your market
- Includes tasteful, compelling animated messaging on your home page to differentiate you from your competitors
Why wait any longer when you can have the website that represents your organization and its services
effectively and professionally and drives revenue!
Click here to get started immediately and
have your site up in only 10 days, or simply pick up the phone and dial (888) 248-9964, extension 241.
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MSP University Industry News |
Here are just a few of the accomplishments MSP University achieved in the month of September:
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- MSP University participates in 2 Day
Chartec Boot Camp and delivers Sales and Role-Play training
- MSP University conducts onsite Technical Service Delivery SWOT Analysis for Partner in San Diego, CA
- MSP University participates in the
ConnectWise Southwest User Group Meeting in Los Angeles, CA
- MSP University participates in2 Day QBS Sales Training
at its Corporate Offices in Garden Grove, CA
- MSP University conducts onsite Sales & Marketing SWOT Analysis for Partner in Victor, NY
- MSP University conducts onsite Sales & Marketing SWOT Analysis for Partner in New York, NY
- MSP University delivers Managed Services training at
Ingram Micro SMB Alliance event
- MSP University launches
10-Day Animated Website Solution
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If you know anyone that might benefit from reading our newsletter, please forward it to them!
Sincerely,
Erick Simpson
MSP University
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