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MSP's Guide to Data Classification

MSP’s Guide to Data Classification

MSP’s Guide to Data Classification

If you work with relatively small and few clients, data classification is easy: you need to backup everything, be ready to recover everything and all data should be secure. However, when you manage dozens of clients with hundreds of devices, it becomes harder to implement the same data backup, recovery, and security policy for all the data that your end users operate with. Continue reading

First-Call Resolution: What MSPs Should Know

First-Call Resolution: What MSPs Should Know

First-Call Resolution: What MSPs Should Know

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

IT Asset Disposal

IT Asset Disposal (ITAD) Guide for MSPs

IT Asset Disposal (ITAD) Guide for MSPs

As a managed IT provider, you are responsible not only for managing your customer's IT network and answering the help desk phone, but also for their hardware. Needless to say, from time to time you need either to upgrade legacy solutions or simply change broken hardware components. But what should you do with the leftover parts? Continue reading

Shadow IT: Risks and Benefits Explained

Shadow IT: Risks and Benefits Explained

Shadow IT: Risks and Benefits Explained

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

MSP’s Guide to IT Asset Management (ITAM)

MSP’s Guide to IT Asset Management (ITAM)

MSP’s Guide to IT Asset Management (ITAM)

As a managed services provider, you control tens and, perhaps eventually, hundreds of clients. Each client represents a swarm of PCs, laptops, hardware components, software licenses, miles of cabling, and numerous subscriptions, all of which should be maintained, supported, and updated in a timely manner. Continue reading

How to Define the Bundle and Not Overengineer Things

How to Define the Bundle and Not Overengineer Things

How to Define the Bundle and Not Overengineer Things

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

MSP360 Managed Backup 7.0 – A Sneak Peek at the New Backup Format

MSP360 Managed Backup 7.0 – A Sneak Peek at the New Backup Format

We are glad to announce that the MSP360 Managed Backup 7.0 major update is coming soon, with a new, feature-rich backup format. The new features provide simplicity, reduced time for backup, and usability enhancements. We recommend choosing the new backup format as the first step after launching the application, in order to make your backup routines more convenient. Continue reading

How to Create Standard Operating Procedures

7 Steps to Mastering SOPs

7 Steps to Mastering SOPs

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

MSP Risk Management

MSP Risk Management Guide

MSP Risk Management Guide

It is easy to say that you need to evaluate your risks, control and mitigate them and, if anything bad happens, perform damage control, overview the situation and make appropriate changes. All that sounds great, but what is “risk” exactly? And how do you make risk management a part of your value-based managed IT offering? Continue reading