Managed Services for SME: Managed Services for SME Tim R. Dickinson Country Manager, ANZ


Kaseya – A Global Company: Kaseya – A Global Company Financial Highlights: 2006 US$46M Av. 300% Annual growth 2007 Plan ~ US$120M Completely self funded 200 MSP partners p/q ~100 Employees


Kaseya MSP Architecture: Kaseya MSP Architecture Overview


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Kaseya MSP Architecture: Kaseya MSP Architecture Virtual Enterprise IT Department Network Operation Centre (NOC) Environment Full visibility with detailed machine history / data Full monitoring / Alerts / Alarms / Ticketing / Trending Full remote access and communication with users Automated maintenance and management.


Managed Services Defined: Managed Services Defined


Managed Services Defined: Managed Services Defined What are IT Managed Services? … everyone has a different definition What’s yours?


Managed Services Defined: Managed Services Defined Tactical IT Services for optimal performance:


Managed Services Defined: Managed Services Defined Most popular managed services currently being offered by VARs today: - Basic Monitoring Patch Management Remote help desk support Server Back up and Disaster Recovery Virus signature updates and Spyware removal Most of these services are delivered with point solutions, no integrated reporting with high margin for error.


Managed Services Defined: Managed Services Defined What kinds of IT Services are best performed by people? Which IT Services are best performed by Machines?


Break / Fix vs. Managed Services: Break / Fix vs. Managed Services Re-active vs. Pro-active


Break / Fix v. Managed Services: Break / Fix v. Managed Services Break/Fix Traditional core of SMB IT services Discount for buying blocks of hours Small percentage on contract / mostly casual hourly billings Project Based Services Money making end of traditional IT services Higher Margin


Break / Fix v. Managed Services: Break / Fix v. Managed Services Traditional Business Limitations:


Critical - Move Away from $/Hr: Critical - Move Away from $/Hr Paid less with increased skill Clients / Competitors focused on $Hr Client pressure - get the work done fast Accounting issues / tracking / justification If you don’t work you don’t get paid Huge variance in monthly to month income


Break / Fix v. Managed Services: Break / Fix v. Managed Services The Managed Services Revolution How do you move away from this “Traditional” B/F Business Model?


SME Managed Services - 101: SME Managed Services - 101 The Basics: Lock in your customers to a fixed monthly contract and then improve your internal operating efficiency. Example – Customer spends $120,000 with you every year and it costs you $90,000 to deliver these services today. Secure them onto a fixed monthly contract ($10k/PM) – reduce the cost of delivering these services to the client by implementing a centralized MSP platform. It now costs you $5k/PM to deliver the same / more services. What is the NET Result ? You just doubled your Profit on this client.


How to make it happen !: How to make it happen ! Agreed Fixed Monthly Fee Structure (Per Device) Develop SLA Agreements / Contracts Deploy an integrated MSP platform for greater automation / internal efficiency.


Scale With Managed Services: Scale With Managed Services Kaseya allows you to fix costs while increasing revenue… $ Time


Benefits to YOU (MSP): Benefits to YOU (MSP) Cash flow is regular / fixed costs. Builds long term value (Contracts + IP) Support more machines/ skills crisis Clients more likely to voice dissatisfaction Better relationships – more referrals – more revenue


Benefits to your Client’s: Benefits to your Client’s Fixed monthly cost #1 Rewarding YOU for optimal performance Executive reporting – Network Health Improved Uptime, Security, SLA. IT focus - Strategic rather than Tactical.


Building Value: Building Value Break-fix hourly services Other projects and special work Legend: Break-fix remains for accidents & emergency breakdowns


Selling Managed Services: Selling Managed Services


Desktop SLA Examples: Desktop SLA Examples


Server SLA - Examples: Server SLA - Examples


Target Market: Target Market Sweet Spot in the SME Market The Company with 10-75 machines. Can afford $2,000 - $8,000 per month 50-80 percent cost of a FT worker. Target pricing $80 WS / $495 per server.


In Summary: In Summary Carefully evaluate your MSP platform. SLA’s and Marketing Materials Deploy 30/60 day client trials. Introduce new services / fine tune Sales activity to target “Sweet Spot” Don’t delay – Make it happen today !


Kaseya MSP Framework: Kaseya MSP Framework “Kaseya enables improved employee productivity, better visibility into our customers’ IT environment and a consistent approach to service delivery that we were lacking before.” “It’s truly transformed the way we do business.” Steve Bender – Co CEO


Q & A : Q & A