The MSP Knowledge Base (MSPKB)
The MSPKB is a comprehensive resource designed to provide a clear understanding of MSPs and their businesses. It offers detailed information about MSP roles, services, tools, partnerships, culture, hiring practices, and how they operate. Whether you’re working alongside MSPs, engaging with their ecosystem, or looking to deepen your understanding, the MSPKB breaks it all down in a concise and accessible way.
Businesses Supporting MSPs:
Understand the operational realities, priorities, and goals of MSPs to better align your services and partnerships.
Newcomers to the MSP Ecosystem:
If you’re stepping into a role involving MSPs or are curious about their business models and challenges, this resource provides the foundational knowledge you need.
MSP Community Contributors:
Those involved in real-time chats, forums, user groups, or industry events can use and contribute to the MSPKB to ensure the most accurate and detailed picture of MSPs is available.
The MSPKB functions as a growing lexicon of information about MSPs, shaped by real-world input from the MSP ecosystem. It is not a static archive but a living resource that evolves as MSPs and their businesses grow and change.
Core Features:
Clarity: Information is presented in clear, simple terms that avoid jargon and overly technical language.
Context: Each entry connects to the broader ecosystem, showing how MSPs’ services, tools, and practices fit into the industry landscape.
Collaboration: Contributions from those working with or within the MSP space ensure that the information remains accurate, up-to-date, and useful.
How to Contribute:
Click the "Edit on GitHub" button on any page to suggest updates, refine details, or expand sections.
Add knowledge based on your experience, whether that’s about MSP tools, workflows, hiring practices, or historical context.
The MSPKB is not a resource for solving MSPs’ problems—it’s a resource for understanding MSPs. It captures the nuances of their businesses, the tools they use, and how they interact within their ecosystem. This knowledge is valuable for anyone working with MSPs or exploring their world.
MSPs are companies that remotely manage a customer's IT infrastructure and/or end-user systems, typically on a subscription basis. They offer a range of IT services, including network management, security management, IT support, and more, allowing their clients to focus on their core business operations
Network Management: Monitoring, maintaining, and optimizing clients' networks to ensure seamless connectivity and performance.
Security Management: Protecting clients' IT systems and data from security threats through proactive monitoring, threat detection, and incident response.
IT Support: Providing end-user support and troubleshooting for hardware, software, and network issues.
Backup and Disaster Recovery: Implementing data backup and recovery solutions to protect clients' critical information from loss or damage.
Cloud Services: Helping clients manage and optimize their cloud infrastructure, applications, and services.
In addition to the common services mentioned above, MSPs may also offer strategic planning services that can be valuable for small to medium-sized businesses that may not have the resources to hire full-time executives for these roles. Some of these include:
vCIO Services: External IT consultants offering strategic guidance, technology roadmaps, budgeting, vendor management, and compliance/risk management.
vCISO Services: Overseeing information security programs, developing strategies, creating policies, incident response planning, security training, and conducting assessments/audits.
For an overview of the history of the MSP market and more information about MSPs you can view Dave Sobels' video below
Managed Service Providers (MSPs) cater to a diverse range of customers across different industries and organization sizes. Understanding the target market and customer profiles for MSPs is crucial for developing tailored solutions and strategies to meet these needs effectively. This section outlines the target market for MSPs and the next page provides typical customer profiles to help you understand their unique needs.
Small and medium-sized businesses (SMBs)
Large enterprises
Government organizations
Non-profit organizations
Education institutions
Healthcare providers
These businesses often lack the expertise or resources to manage their IT infrastructure and services effectively. MSPs provide them with cost-effective, scalable solutions that enable them to focus on their core business functions.
For large organizations, MSPs offer the opportunity to outsource specialized IT tasks or departments, allowing the company to allocate resources more efficiently and maintain better control over their IT environment.
Industries like finance, healthcare, and government organizations face stringent compliance regulations. MSPs can help these organizations navigate complex compliance requirements by providing managed security services and ensuring that IT infrastructure is up-to-date and secure.
As companies embrace digital transformation and move to the cloud, they often require expert guidance and support. MSPs can offer strategic planning, implementation, and ongoing management services, enabling a smooth transition and ensuring the organization's digital initiatives are successful.
There are several reasons why businesses choose to work with MSPs rather than managing their IT solely in-house
Cost-effectiveness: Hiring and maintaining a full-time, in-house IT team can be expensive, especially for small and medium-sized businesses. By working with an MSP, businesses can access expert IT services at a lower cost, as MSPs typically charge a predictable, flat-rate fee for their services. This makes it easier for companies to budget and control IT expenses.
Access to expertise: MSPs have skilled IT professionals with experience and expertise in various areas, such as network management, cybersecurity, and cloud services. By partnering with an MSP, businesses can access this expertise without the need to hire specialists in-house.
Scalability: As businesses grow and their IT needs evolve, MSPs can easily scale their services to accommodate changing requirements. This allows companies to prioritize their business goals while the MSP handles their IT infrastructure.
24/7 support: A large portion of MSPs offer round-the-clock monitoring, support, and maintenance of IT systems, ensuring that issues are detected and resolved promptly. This level of support is often difficult to achieve with an in-house team, which may be limited by working hours and staffing constraints.
Proactive approach: MSPs proactively monitor and maintain IT systems to prevent issues from occurring in the first place. This approach helps businesses avoid costly downtime and improve overall system performance.
Access to the latest technology: MSPs stay up-to-date with the latest technology trends and best practices, ensuring that their clients benefit from the most advanced and secure IT solutions available.
Compliance and security: MSPs have experience in managing IT environments that adhere to industry-specific regulations and compliance requirements. They can help businesses maintain compliance and protect sensitive data with robust security measures.
Focus on core business: By outsourcing IT management to an MSP, businesses can free up time and resources to focus on their core competencies, enabling them to grow and succeed in their industry.
The Service Leadership Operational Maturity Framework was designed to help MSPs evaluate and improve their operational efficiency, profitability, and client satisfaction. This framework consists of five levels of operational maturity, each tailored to the specific needs and challenges faced by MSPs at different stages of growth and development. By understanding and implementing the framework, MSPs can optimize their operations and achieve long-term success in the industry.
It is a common misconception that larger MSPs have higher operational maturity levels. However, operational maturity has more to do with efficiency and effectiveness rather than company size. Both small and large MSPs can be found at various operational maturity levels, emphasizing the importance of focusing on operational improvement rather than simply growing the company.
By understanding the traits associated with each operational maturity level, MSPs can develop a roadmap for increasing their operational maturity and improving their overall performance in the industry.
Smaller MSPs and those with varying operational maturity levels can benefit from adopting industry best practices and leveraging the right tools for their specific needs. Understanding how these practices and tools can organically help MSPs scale their business growth and development without the need for heavy reliance on human resources:
Process-driven improvements: When MSPs adopt best practices and tools that are tailored to their needs, they can naturally improve their operational efficiency and effectiveness, leading to higher OMLs without necessarily following a strict, formalized approach.
Tailored tool adoption: By choosing tools that align with their specific requirements and integrating them effectively, MSPs can streamline their processes and better manage their IT environments, which can contribute to higher OMLs.
OMLs offer a vital framework for MSPs to measure their financial and operational efficiency, but it is important to acknowledge there's other contributors to a successful MSP business. By also focusing on these additional factors, MSPs create a well-rounded, thriving business that achieves long-term success beyond the financials.
Collaborative Networking
Engaging with industry peers through forums and online peer groups.
Participating in real-time chat communities to share insights and experiences.
Building strategic partnerships within the MSP ecosystem to drive mutual growth.
Digital Presence and Branding
Establishing a strong online presence through social media platforms and professional networks, such as LinkedIn.
Building brand recognition and trust through thought leadership and relevant content.
Leveraging targeted marketing strategies to reach potential clients and showcase the MSP’s expertise.
Commitment to Learning and Innovation
Staying informed on the latest industry trends, tools, and technologies.
Investing in employee development through certifications, training, and workshops.
Encouraging a culture of innovation, embracing change, and continuous improvement
MSPs typically adopt one or more of the following business models
Break/Fix Model: MSPs provide IT services on an as-needed basis, charging clients for individual services or incidents. This model is less predictable and offers limited recurring revenue. While companies who are living exclusively in this model wouldn’t be classified as a “Managed” Service Provider, many MSPs do still have an element of Break/Fix incorporated into their offering, especially if they are of a lower maturity
Subscription Model: MSPs offer a range of IT services for a fixed monthly fee. This model provides a predictable revenue stream and encourages long-term client relationships.
Tiered Service Model: MSPs offer different levels of service (e.g., basic, premium, enterprise) at varying price points. Clients can choose the level that best meets their needs and budget.
Value-based Model: MSPs charge clients based on the value delivered or the outcomes achieved, rather than the specific services provided. This model aligns the MSP's interests with the client's and encourages long-term collaboration.
A successful MSP business leverages a mix of recurring, one-time, and complementary revenue streams to ensure financial stability and growth. By diversifying their income sources, they can adapt to market changes and capitalize on new opportunities. This section outlines various revenue streams that MSPs incorporate into their business models. For most MSPs, the recurring revenue is their preferred model.
Recurring Revenue
Monthly or annual fees from clients for ongoing IT services, such as network management, security management, and IT support.
Subscription-based pricing for cloud services, software, and infrastructure management
Service level agreements (SLAs) that outline the scope of services and associated fees
One-time Revenue
Fees for one-time projects, such as system installations, migrations, or custom software development
Revenue from consulting services, including IT assessments, strategy development, and technology roadmaps.
Commissions or referral fees from hardware and software vendors when selling products to clients
Complementary Revenue Streams
Value-added reselling (VAR) opportunities, where MSPs bundle their services with third-party products to offer clients a more comprehensive solution.
Professional services, such as IT strategy consulting, project management, or business continuity planning
Managed security services, including vulnerability assessments, penetration testing, and incident response.
Training and educational services, such as workshops, webinars, or certification courses for clients’ staff
Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) are two distinct categories of software tools used by Managed Service Providers (MSPs) to manage their IT services and business operations. While both are crucial to the success of an MSP, they serve different purposes and have unique features. Here's a closer look at the differences between RMM and PSA tools and factors that may influence the choice of one tool over another.
Purpose: RMM tools are designed to help MSPs monitor, manage, and maintain their clients' IT infrastructure remotely. They enable MSPs to detect, diagnose, and resolve IT issues proactively without the need for on-site visits.
Features:
Remote device monitoring (servers, workstations, network devices, etc.)
Automated alerts and notifications for detected issues.
Patch management and software updates
Remote access and control of client devices
Asset and inventory management
Benefits:
Proactive problem detection and resolution
Improved operational efficiency.
Reduced downtime and disruptions for clients.
Streamlined and automated IT maintenance processes
Purpose: PSA tools are designed to help MSPs manage their business operations, including service delivery, resource management, and billing. They provide a centralized platform to automate and streamline various processes, improving efficiency and reducing manual effort.
Features:
Ticketing and helpdesk management
Project management and resource allocation
Time tracking and billing.
Customer relationship management (CRM)
Reporting and analytics
Benefits:
Streamlined business processes.
Improved resource utilization and productivity
Enhanced customer service and satisfaction
Better visibility into business performance
MSPs rely on a wide range of tools to deliver efficient and reliable IT services to their clients. These tools help MSPs manage their clients' IT infrastructure, automate routine tasks, monitor performance, and ensure security. By understanding the roles and functions of different MSP tools, MSPs can better leverage their capabilities to streamline operations and maximize value for their clients.
MSPs often integrate their tools to create a cohesive and efficient workflow. For example, PSA tools can integrate with RMM solutions and Network Monitoring and Management tools to automatically generate tickets when issues are detected. Documentation management tools can be connected to both PSA, RMM, and Network Monitoring platforms to provide relevant information within tickets or device management consoles. Security tools can send alerts to the RMM or PSA, triggering automated remediation or escalation procedures. Backup and disaster recovery solutions can also be integrated into the MSP's toolset, ensuring seamless data protection and recovery processes.
While all these tools play a crucial role in MSP operations, their relative importance may vary based on the specific needs and priorities of each MSP. Typically, PSA and RMM tools serve as the core of an MSP's toolset, as they directly impact service delivery and operational efficiency, so lets dig into them a bit deeper.
MSPs will generally use both an RMM and a PSA tools in their operations, in addition to other 3rd party solutions, as they all serve different purposes and complement each other. The choice of a specific tool within each category depends on factors such as:
Integration: MSPs often prefer tools that can seamlessly integrate with other software they use. For instance, some RMM tools have built-in integrations with specific PSA tools, making it easier for MSPs to manage their IT services and business operations in a cohesive manner.
Features and functionality: MSPs need to consider the specific features they require and how well a particular tool meets those requirements. For example, an MSP with a heavy focus on network management may prioritize an RMM tool with advanced network monitoring capabilities, or adopt a 3rd party networking solution.
Scalability: As MSPs grow, their software tools must be able to scale with them. It's essential to choose tools that can accommodate an expanding client base and handle an increasing volume of work.
Ease of use and customization: MSPs should consider how easy it is to learn and use a specific tool and how much customization it allows to adapt to their unique workflows and processes.
Cost: Pricing models and total cost of ownership can vary between different tools. MSPs must carefully evaluate their budget constraints and ensure that the chosen tool provides the best value for their investment.
The MSP industry has evolved significantly over time, with enterprise tools not always being the right fit for MSPs. Understanding the reasons behind this and learning about the industry's history can provide valuable insights for both industry veterans and newcomers to the space.
Unique MSP requirements: MSPs have specific needs that are not always met by traditional enterprise tools, such as multi-tenancy, tooling integrations, and automation capabilities tailored for their business model.
Market evolution: As the IT landscape has evolved, MSPs have adapted to new technologies and market demands, requiring them to stay agile and informed about the latest trends and best practices.
Vendor relationships: MSPs often rely on strong relationships with their vendors to access the best tools and solutions for their business, which can influence the way they operate and interact within the channel industry.
MSPs play a vital role in optimizing IT infrastructure and maintaining high levels of security for businesses. In their pursuit of delivering top-notch IT services, they face a unique set of challenges that can impact their operations. This section explores some of the prevalent concerns MSPs face, grouped into five main areas:
As MSPs navigate the unique challenges they face in delivering top-tier IT services, it's crucial to have a strategic approach to overcome these hurdles. In this section, we explore various strategies for addressing the key challenges previously discussed. By implementing these strategies, MSPs can not only tackle their immediate concerns but also lay the groundwork for long-term success and growth in the industry.
MSP service desks play a critical role in delivering efficient and reliable support to clients. There are various styles of service desks, each with its unique approach to handling service requests and managing resources. This section explores different service desk styles and their corresponding levels of operational maturity.
This document contains a general overview of different styles MSPs can adopt. While there are variations and combinations of these styles, the most common MSP service desk types can be broadly categorized as follows:
Tiered Service Desk: In a tiered service desk model, support is divided into different levels, with each level responsible for handling specific types of issues. Typically, Level 1 support handles basic troubleshooting and issue resolution, while more complex problems are escalated to higher levels. This model allows for efficient allocation of resources and ensures that technicians with the appropriate expertise are assigned to relevant tasks.
Swarming Service Desk: The swarming model is a collaborative approach to issue resolution, where technicians from various disciplines work together to solve problems without the need for formal escalation. This model can lead to faster resolution times and improved knowledge sharing among team members. However, it may require a higher level of coordination and communication to function effectively.
Dedicated Support Team: In this model, MSPs assign dedicated support teams to specific clients, ensuring that technicians are familiar with the client's environment and requirements. This approach can improve the overall quality of service and foster stronger client relationships, but it may also result in higher operational costs due to the need for specialized resources. This style is also called "Pod-Style".
Shared Service Desk: A shared service desk is a centralized support model where multiple clients' needs are addressed by a single team of technicians. This model can offer cost savings and improved resource utilization for MSPs but may lead to less personalized service for clients.
MSPs can choose from these service desk types or adopt a hybrid approach, combining elements from different models to best suit their clients' needs and their operational goals. Ultimately, the most effective MSP service desk model will depend on factors such as client expectations, available resources, and the MSP's overall strategy for growth and operational maturity.
Within these styles there are several operational differences that define how the service desk works at a tactical level as well, where the primary categories are:
In this style, MSPs utilize dedicated dispatchers to manage incoming service requests, assign tasks to technicians, and oversee the overall service delivery process. This model allows for improved coordination and efficient allocation of resources, leading to higher operational maturity. Dispatchers can ensure that tasks are assigned according to technicians' skills, availability, and workload, enabling timely resolution of issues and adherence to SLAs (Service Level Agreements).
In contrast, a service desk without dispatchers relies on technicians to self-assign tasks and manage their workload independently. While this model can offer flexibility and autonomy, it may lead to suboptimal resource allocation, longer response times, and potential breaches of SLAs. This approach is generally associated with lower operational maturity, as there is less centralized control over service delivery processes.
Service desks that operate under SLAs have predefined response and resolution timeframes based on the severity and priority of service requests. Implementing SLAs can help MSPs maintain a high level of operational maturity by setting clear expectations for service delivery and ensuring that client issues are addressed promptly. This approach also allows MSPs to measure their performance against industry standards and make data-driven improvements to their processes.
Operating a service desk without SLAs can hinder an MSP's ability to achieve higher operational maturity. Without clearly defined expectations for response and resolution times, it becomes challenging to measure performance and ensure consistent service quality. MSPs without SLAs may struggle to prioritize tasks effectively, leading to inefficiencies and potential client dissatisfaction.
MSPs should carefully consider their service desk style and adopt practices that promote higher operational maturity. Incorporating dispatchers and implementing SLAs can enhance resource allocation, streamline processes, and ensure timely resolution of service requests. By continuously evaluating and refining their service desk operations, MSPs can deliver exceptional support and build lasting relationships with their clients.
The professional services department within an MSP plays a critical role in delivering specialized solutions and consulting services to clients. This department is responsible for addressing complex client needs that may fall outside the scope of standard service desk offerings. In this section, we'll explore how the professional services department operates on a technical level and how it collaborates with the service desk.
The professional services department is comprised of highly skilled technicians, engineers, and consultants with deep expertise in various areas of technology and IT management. This team is responsible for providing specialized services such as:
IT strategy development and planning
System design and architecture
Advanced troubleshooting and root cause analysis
Integration of disparate systems and applications
Implementation of new technologies and solutions
Business process optimization and IT service management (ITSM) consulting
The professional services department stays up-to-date with the latest industry trends, emerging technologies, and best practices to ensure they can deliver cutting-edge solutions and advice to clients.
The professional services department works closely with the service desk to ensure seamless delivery of services and support. Collaboration between these two teams typically occurs in several ways:
Escalation of complex issues: When the service desk encounters an issue that requires advanced technical expertise or falls outside their scope, they escalate the problem to the professional services department. This ensures that clients receive timely and effective support from technicians with the appropriate skills and knowledge.
Project support: Professional services may be called upon to provide support for specific projects, such as infrastructure upgrades, migrations, or system deployments. In these cases, the service desk and professional services teams work together to ensure a smooth transition and minimal disruption to the client's operations.
Knowledge sharing: The professional services department often shares their expertise with the service desk through training sessions, documentation, and regular communication. This enables the service desk to expand their technical knowledge and provide better support to clients.
Client engagement: Professional services and service desk teams may collaborate on client engagements, such as onboarding new clients, conducting IT assessments, or developing customized support plans. This collaborative approach ensures that clients receive comprehensive and tailored services that address their unique needs and requirements.
The professional services department within an MSP delivers specialized technical expertise and works closely with the service desk to ensure clients receive the best possible support and solutions. By leveraging the unique strengths of both teams, MSPs can provide a comprehensive range of services that drive value and satisfaction for their clients.
The combined efforts of sales, account management, and marketing teams within an MSP play a critical role in driving business growth and ensuring client satisfaction. These interconnected departments work together to attract new clients, retain existing ones, and promote the MSP's brand and services. In this section, we'll explore how these teams collaborate to achieve their common goals.
Smaller MSPs often face resource constraints that necessitate combining roles and responsibilities to operate efficiently. As a result, it is common for employees in smaller MSPs to wear multiple hats, handling tasks that may span sales, account management, and marketing. This approach allows smaller MSPs to optimize their resources while still delivering the essential functions required for growth and client satisfaction.
Given the specialized nature of marketing and the time-consuming tasks involved, smaller MSPs frequently opt to utilize external marketing resources, such as marketing agencies or freelancers. This enables them to access expert marketing services without the need for a dedicated in-house team. By outsourcing marketing activities, smaller MSPs can focus on their core services and effectively scale their business while maintaining a lean and agile structure.
Smaller MSPs demonstrate that by combining roles and leveraging external resources, it is possible to achieve growth and success in the industry, even with limited resources. This flexible and adaptable approach enables these MSPs to navigate the challenges of a competitive market and deliver exceptional service to their clients.
The sales team is responsible for identifying and pursuing new business opportunities, as well as upselling additional services to existing clients. They are skilled at understanding clients' needs and presenting tailored solutions that address their unique requirements. The sales team works closely with account management and marketing to ensure they have the right resources and support to close deals effectively.
Account management focuses on maintaining and nurturing relationships with existing clients. This team is responsible for addressing clients' ongoing needs, resolving any issues or concerns, and ensuring they remain satisfied with the MSP's services. By building strong relationships and demonstrating a deep understanding of clients' businesses, account managers can help retain clients and identify new opportunities for growth.
The marketing team works to raise awareness of the MSP's brand and services, attracting potential clients and positioning the MSP as a trusted and reliable partner. They create marketing campaigns, develop content, and utilize digital marketing strategies to reach target audiences. The marketing team also supports the sales and account management teams by providing resources, such as case studies, whitepapers, and sales presentations, that help showcase the MSP's value proposition and expertise.
To achieve their common goals, sales, account management, and marketing teams must work closely together and align their efforts. This collaboration can take several forms:
Shared objectives and targets: Setting common goals and key performance indicators (KPIs) ensures all teams are working towards the same objectives and can measure their success consistently.
Regular communication and feedback: Open lines of communication between these teams facilitate knowledge sharing, feedback on client needs, and the sharing of insights on market trends or competitor activities.
Cross-functional initiatives: Joint projects, such as events, webinars, or targeted campaigns, can maximize the impact of each team's efforts and help drive the overall success of the MSP.
Tthe collaboration between sales, account management, and marketing teams within an MSP is crucial for driving growth and maintaining client satisfaction. By working together and aligning their efforts, these teams can effectively attract new clients, retain existing ones, and promote the MSP's brand and services in a competitive market.
Help desk technicians provide first-level technical support to clients, resolving basic issues and escalating more complex problems to higher-level technicians.
On-site engineers are responsible for providing hands-on support at client locations. They address technical issues that cannot be resolved remotely and may also perform installations, hardware maintenance, and infrastructure upgrades.
Network administrators are responsible for maintaining the MSP's internal network infrastructure and ensuring that client networks are stable, secure, and optimized for performance.
Systems administrators manage and maintain clients' servers, storage systems, and applications, ensuring optimal performance, reliability, and security.
Security specialists focus on protecting MSPs and their clients from cyber threats by implementing security measures, monitoring for potential breaches, and responding to incidents.
Cloud specialists help MSP clients migrate to, manage, and optimize their cloud-based infrastructure, leveraging public, private, or hybrid cloud environments.
Virtualization specialists design, implement, and manage virtualized environments for clients, optimizing resource usage, performance, and scalability.
IT consultants work with clients to assess their technology needs, develop strategies, and recommend solutions to improve efficiency, productivity, and security.
Product managers are responsible for guiding the development of products and services, working closely with development teams and stakeholders to define requirements and prioritize features.
Software developers/engineers design, develop, test, and maintain software applications and systems, ensuring they meet the needs of customers and adhere to quality standards.
QA engineers are responsible for testing products and services, identifying and reporting defects, and ensuring that they meet quality standards and customer requirements.
DevOps engineers work to improve the collaboration between development and operations teams, streamlining the software development lifecycle and automating processes for efficiency and consistency.
Solution architects design and oversee the implementation of complex technology solutions, ensuring they meet the needs of customers and align with the vendor's product offerings.
Technical support engineers provide assistance to customers experiencing issues with the vendor's products or services, working to diagnose and resolve problems as efficiently as possible.
Sales engineers work closely with sales teams to provide technical expertise, demonstrating the value of the vendor's products and services to potential clients and helping to close deals.
Account managers and/or Customer Success Managers are responsible for maintaining relationships with clients, ensuring their needs are met and working to upsell additional services or products. They're focused on ensuring clients have a positive experience with the company, service or product, and resolving any issues that arise.
Sales & business development representatives work to generate new business by identifying potential clients, presenting the benefits of the company's products and services, and closing deals.
Marketing specialists create and implement marketing strategies to promote the company's products and services, generate leads, and build brand awareness.
Project managers oversee the planning, execution, and completion of projects, coordinating resources and ensuring projects are delivered on time, within scope, and budget.
Business analysts work to understand client needs and identify opportunities for improvement, often collaborating with technical teams to develop solutions and drive business growth.
Training specialists develop and deliver training programs to both internal employees and clients, ensuring users can effectively utilize the company's products and services.
Focuses on developing and implementing automation solutions to enhance efficiency and effectiveness within the MSP's service delivery framework. This role requires a deep understanding of automation technologies and best practices, with responsibilities including the design, deployment, and maintenance of automation scripts and workflows.
Responsible for ensuring the seamless integration of various IT systems and applications within the MSP's infrastructure. This role involves analyzing system requirements, coordinating with different teams to facilitate smooth data exchange, and optimizing the overall IT ecosystem for enhanced operational efficiency.
In an increasingly regulated business environment, compliance with industry regulations and standards is a key aspect of running a successful MSP. This section will discuss the reasons why compliance is so important for MSPs, including building trust and credibility, avoiding legal and financial consequences, and gaining a competitive advantage in the market.
Trust and credibility: Compliance with industry regulations and standards is essential for MSPs to build trust and credibility with their clients. Demonstrating adherence to these rules shows clients that the MSP takes data protection and security seriously.
Legal and financial consequences: Non-compliance can lead to severe legal and financial penalties for both MSPs and their clients. Ensuring compliance helps MSPs avoid these consequences and protect their reputation in the industry.
Competitive advantage: MSPs that consistently maintain compliance can gain a competitive advantage over other providers who struggle with regulatory requirements. Compliance can be a differentiating factor that helps MSPs attract and retain clients.
As MSPs serve clients across various industries and regions, they must navigate a complex landscape of regulations and standards. This section will provide an overview of some common regulations that MSPs often encounter, such as GDPR, HIPAA, and PCI-DSS, and the implications of these regulations for their operations.
GDPR (General Data Protection Regulation) is a critical regulatory framework for businesses operating within the European Union (EU) or handling EU citizens' data. MSPs need to ensure they adhere to GDPR guidelines to protect their clients' data and avoid potential penalties. GDPR compliance involves implementing appropriate technical and organizational measures to safeguard personal data, notifying relevant authorities in case of data breaches, and respecting data subjects' rights.
ISO 27001 is an internationally recognized standard for information security management systems (ISMS). It provides a comprehensive framework for securing an organization's data and processes. MSPs can benefit from adopting ISO 27001 best practices to improve their security posture and demonstrate their commitment to data protection.
NIS2 (Network and Information Systems Directive) is an upcoming regulatory requirement for all EU-based MSPs. It aims to strengthen the security and resilience of critical infrastructure, making it mandatory for MSPs to adhere to NIS2 guidelines. By complying with both ISO 27001 and NIS2, MSPs can ensure they meet security standards and regulatory requirements.
SOC 2 (Service Organization Control) is an auditing procedure that assesses a service organization's controls over security, availability, processing integrity, confidentiality, and privacy. Achieving SOC 2 compliance is an essential step for MSPs to demonstrate their commitment to maintaining a robust security framework. However, it is important to note that SOC 2 compliance is not a guarantee of absolute security and MSPs should continuously assess and update their security measures.
HIPAA (Health Insurance Portability and Accountability Act) is a U.S. federal law that establishes requirements for the handling and protection of sensitive healthcare data, known as Protected Health Information (PHI). MSPs working with healthcare organizations or handling PHI must comply with HIPAA regulations to ensure the confidentiality, integrity, and availability of this sensitive data.
Compliance with HIPAA involves implementing administrative, physical, and technical safeguards to protect PHI. Administrative safeguards include policies and procedures that address privacy and security, workforce training, and designated privacy and security officers. Physical safeguards involve secure access to facilities and workstations, while technical safeguards require implementing access controls, encryption, and audit controls for electronic PHI.
MSPs should conduct regular risk assessments to identify and address potential vulnerabilities in their systems and processes. By adhering to HIPAA guidelines, MSPs can maintain the trust of their healthcare clients and avoid potential legal and financial consequences of non-compliance.
Cyber Essentials is a UK government-backed scheme that helps protect organizations, regardless of size, against a whole range of the most common cyber attacks. Compliance with Cyber Essentials is crucial for MSPs, especially those handling UK government contracts or looking to improve their cybersecurity defenses. The scheme focuses on five key controls:
Secure Configuration: Ensuring that systems are configured in the most secure way for the needs of the organization.
Boundary Firewalls and Internet Gateways: These devices form the boundary between an organization's network and the Internet. Proper setup of these devices is crucial for preventing unauthorized access.
Access Control and Administrative Privilege Management: Ensuring only those who should have access to systems to have it and at the appropriate level.
Patch Management: Keeping software on computers and network devices up to date and fixing known vulnerabilities.
Malware Protection: Ensuring that virus and malware protection is installed and up to date.
Achieving Cyber Essentials certification demonstrates an MSP's commitment to security, providing reassurance to clients and a competitive edge in the marketplace. The certification process involves a self-assessment questionnaire and an external scan of the network, validated by a certification body.
For MSPs, adhering to Cyber Essentials can significantly reduce the risk of prevalent cyber threats. By implementing the scheme's controls, MSPs can not only protect their own operations but also offer added value to their clients by enhancing their cybersecurity posture.
Both vendors and MSPs sometimes misrepresent their security posture by claiming their data center(AWS, Azure, Google Cloud) is certified, rather than their organization itself. This misconception can lead to a false sense of security and a lack of proper due diligence.
It is crucial for MSPs to understand that data center certifications apply only to the data center vendor themselves and are not transferable. A vendor or MSP is not SOC2 certified if they host data in AWS, as their business layer has not been evaluated .
MSPs should be cautious not to overstate their compliance status and ensure they have implemented appropriate security measures at every level of their organization.
Ensuring compliance with industry regulations and standards can present several challenges for MSPs, from keeping up with the constantly changing regulatory landscape to addressing diverse client requirements. In this section, we delve into these challenges and explore the factors that can make compliance management complex for MSPs.
Keeping up with changing regulations: MSPs must stay informed about the latest regulatory changes and updates, which can be challenging due to the constantly evolving landscape of laws and standards.
Diverse client requirements: MSPs often serve clients from various industries and regions, each with its own set of regulatory requirements. Catering to these diverse needs can be complex and resource-intensive.
Limited resources and expertise: Smaller MSPs may struggle to allocate sufficient resources and expertise to compliance management, particularly if they lack dedicated in-house legal or compliance teams.
Regular training and education: MSPs should provide ongoing training and education to their employees on relevant regulations and standards, ensuring they are equipped with the knowledge needed to maintain compliance.
Compliance audits: Conducting regular internal and external compliance audits can help MSPs identify gaps or areas of non-compliance, allowing them to address these issues proactively.
Utilizing compliance management tools: MSPs can leverage various tools and software solutions to automate and streamline their compliance management processes, such as monitoring data privacy, tracking regulatory changes, and managing documentation.
Partnering with experts: MSPs can collaborate with legal or compliance consultants to ensure they are meeting all relevant regulatory requirements and staying up to date with industry best practices.
In a world where cyber threats are ever-evolving, MSPs must prioritize risk management and incident response to protect their clients' sensitive data and IT infrastructure. This section will discuss the importance of implementing risk management processes, the role of incident response in mitigating the impact of cyber threats, and the strategies MSPs can use to effectively manage risks and respond to incidents.
Risk management is a critical aspect of an MSP's operations, as it helps identify, assess, and mitigate potential threats to clients' IT systems and data. By proactively addressing risks, MSPs can minimize the impact of security incidents, maintain client trust, and protect their own reputation. Effective risk management allows MSPs to:
Ensure the confidentiality, integrity, and availability of client data and systems
Reduce the likelihood and impact of security breaches and incidents
Strengthen client relationships by demonstrating a commitment to security
Comply with industry regulations and standards
An incident response plan outlines the steps MSPs should take to quickly detect, contain, and remediate security incidents. Key components of an incident response plan include:
Incident identification and reporting: Establishing clear guidelines for identifying and reporting potential security incidents
Roles and responsibilities: Defining the roles and responsibilities of the incident response team and other stakeholders
Communication and escalation procedures: Outlining how information should be shared and escalated within the organization and with clients during a security incident
Incident containment and eradication: Detailing the steps to contain and eradicate threats to minimize their impact
Recovery and restoration: Describing the process for restoring affected systems and data to their pre-incident state
Post-incident review and analysis: Conducting a thorough review and analysis of the incident to identify lessons learned and improve future incident response efforts
To effectively manage risks and respond to incidents, MSPs should consider the following best practices:
Regularly assess and update risk management processes to ensure they remain relevant and effective
Conduct security awareness training for employees to help prevent incidents caused by human error
Implement a multi-layered security approach that includes proactive monitoring, regular vulnerability assessments, and timely patch management
Collaborate with clients to establish clear expectations around incident response and communication
Test and update the incident response plan regularly to ensure its effectiveness and alignment with the changing threat landscape
As trusted IT partners, MSPs play a critical role in helping their clients achieve and maintain compliance with industry regulations and standards. This section will cover how MSPs can collaborate with their clients to ensure compliance, from setting expectations and providing guidance to offering compliance-focused services and solutions.
To help clients achieve and maintain compliance, MSPs should:
Clearly communicate the role of the MSP in supporting clients' compliance efforts, including the services and solutions provided
Establish a shared understanding of the client's compliance obligations and the associated risks
Define the client's responsibilities in achieving and maintaining compliance, such as providing necessary information and implementing recommended security measures
Educating clients about their compliance responsibilities
Aligning services with clients' regulatory requirements
Collaborating with clients on incident response and risk management
MSPs can support their clients' compliance efforts by:
Educating clients on relevant regulations and standards and their implications for the client's business
Offering guidance on best practices for achieving and maintaining compliance, tailored to the client's specific needs and industry
Regularly updating clients on changes to regulations and standards that may impact their compliance status
To further assist clients in achieving compliance, MSPs can offer specialized services and solutions, such as:
Compliance assessments and audits to identify gaps and areas for improvement
Remediation services to help clients address identified compliance issues
Managed security services that help clients maintain a secure IT environment and meet regulatory requirements
Compliance-focused toolsets and integrations to streamline the compliance management process
While many vendor relationships in the MSP industry are transactional, focused primarily on upselling, strategic partnerships can be highly beneficial for both parties. In a strategic partnership, MSPs and vendors work closely together, aligning their goals and resources to create mutual value. Here are some thoughts to consider and address when forming and managing strategic vendor relationships:
By carefully selecting the right strategic partners, leveraging co-selling opportunities and MDFs, establishing clear contracts and expectations, and actively managing and nurturing vendor relationships, MSPs can build strong, mutually beneficial partnerships that drive business growth and create lasting value.
Managed Service Providers (MSPs) can benefit significantly from channel programs that emphasize co-selling and Market Development Funds (MDF) strategies. This comprehensive guide will help you understand these strategies and their importance in building successful partnerships between MSPs and vendors.
Co-selling is a collaborative sales approach where MSPs and vendors work together to identify sales opportunities, develop tailored solutions, and close deals. This collaborative approach helps MSPs expand their reach and leverage the vendor's expertise and resources.
Access to the vendor's sales and marketing resources, including training, collateral, and lead sharing.
Collaboration tools that enable seamless communication between MSPs and vendors.
Opportunities to close deals more effectively by leveraging the vendor's expertise and customer base.
MDFs are funds provided by vendors to their partners, such as MSPs, to help them invest in marketing initiatives promoting the vendor's products and services. By reimbursing a portion of their marketing expenses, vendors enable MSPs to execute more impactful marketing campaigns and expand their customer base.
Financial support for marketing campaigns, events, and other promotional activities.
Opportunities to invest in marketing initiatives that drive sales of the vendor's products and services.
By focusing on collaboration and investing in marketing support, these channel programs demonstrate the importance of co-selling and MDF strategies in building successful partnerships between MSPs and vendors. Engaging in these programs enables MSPs to grow their businesses and deliver better services to their clients.
Familiarize yourself with each vendor's MDF program requirements, application process, and reporting expectations.
Review the vendor's MDF program documentation and attend any available training or webinars to gain a clear understanding of their process.
Create a detailed marketing plan outlining the objectives, target audience, tactics, timeline, and expected results of the campaign.
Clearly align the marketing plan with the vendor's products, services, or solutions.
Provide a realistic budget and breakdown of the marketing expenses that you plan to incur during the campaign.
Present your marketing plan in a clear and concise proposal, demonstrating the value of the campaign for both your MSP and the vendor.
Highlight the expected return on investment (ROI) and key performance indicators (KPIs) that will be used to measure the success of the campaign.
Emphasize how the campaign will drive demand for the vendor's products or services and strengthen your partnership.
Follow the vendor's MDF request submission process, ensuring that all required documentation and information is provided.
Submit the request within the vendor's specified time frame, and keep track of any deadlines for reporting or reimbursement claims.
Monitor the performance of the marketing campaign, tracking the KPIs and ROI as outlined in your proposal.
Regularly communicate the progress of the campaign to your vendor contact, providing updates and addressing any concerns.
Complete any required post-campaign reporting, including proof of performance and expense documentation, to ensure timely reimbursement and compliance with the vendor's MDF program requirements.
Vendor programs, such as Microsoft's "coop funds," can provide valuable financial support, resources, and incentives for MSPs.
These programs can enhance an MSP's ability to grow its business, improve its service offerings, and strengthen its relationships with vendors.
Encourage MSPs to actively research and inquire about the availability of vendor-specific programs, as they may not always be widely advertised or promoted.
Highlight the importance of maintaining open communication with vendor representatives to stay informed about new programs, updates, or changes to existing programs.
Remind MSPs not to assume they are ineligible for vendor-specific programs, as qualification criteria can vary widely and may be more flexible than expected.
Encourage MSPs to review the eligibility requirements for each program carefully and consult with their vendor representatives to determine their qualification status.
Suggest that MSPs create an internal process or designate a team member to stay up-to-date on vendor programs, track relevant deadlines, and submit necessary applications or documentation.
Encourage MSPs to measure the benefits of participating in vendor programs and share their success stories with both the vendor and the MSP community.
Cisco Partner Program
Co-selling: Provides dedicated sales support, including access to sales resources, training, and lead sharing, to help partners expand their reach and increase deal size.
MDF: Rewards partners for their marketing efforts by reimbursing a portion of their marketing expenses, enabling them to invest in marketing initiatives promoting Cisco's products and services.
Microsoft Partner Network (MPN)
Co-selling: Offers access to Microsoft's extensive sales and marketing resources, collaboration tools, and lead sharing to enable partners to reach new customers and close deals more effectively.
MDF: Supports partners in executing marketing campaigns, events, and other promotional activities through a comprehensive MDF program based on their performance.
ConnectWise Partner Program
Co-selling: Works closely with partners to identify sales opportunities, develop tailored solutions, and close deals, providing access to sales resources such as training, collateral, and lead sharing.
MDF: Rewards partners for investing in marketing activities promoting ConnectWise's products and services, offering reimbursement for marketing expenses to help them execute more impactful campaigns and expand their customer base.
By focusing on collaboration and investing in marketing support, these channel programs demonstrate the importance of co-selling and MDF strategies in building successful partnerships between MSPs and vendors. Engaging in these programs enables MSPs to grow their businesses and deliver better services to their clients.
1. Clearly Define Program Objectives and Benefits
Establish clear goals and objectives for your channel program, focusing on mutual benefits for both the vendor and MSPs.
Communicate the advantages of participating in the program, such as co-selling opportunities, MDFs, training, and support.
2. Develop a Comprehensive Partner Portal
Create a user-friendly partner portal that centralizes all relevant program information, resources, and tools for MSPs.
Ensure the portal includes marketing materials, sales enablement resources, training modules, and a way to request MDFs or submit co-selling opportunities.
3. Offer Comprehensive Training and Certification Programs
Provide MSPs with training opportunities and certifications to help them become proficient in selling, implementing, and supporting your products or services.
Regularly update training materials and offer webinars, workshops, or online courses to ensure MSPs stay informed about the latest product features, industry trends, and best practices.
4. Implement a Tiered Partner Program Structure
Develop a tiered program structure that rewards MSPs based on their commitment, expertise, and performance.
Include incentives, such as increased MDFs or co-selling support, for MSPs that achieve higher tiers or demonstrate exceptional performance.
5. Establish a Clear MDF Application and Approval Process
Design a straightforward process for MSPs to request MDFs, including guidelines for proposal submissions, approval criteria, and reporting requirements.
Provide templates and examples of successful MDF proposals to help guide MSPs in crafting their requests.
6. Foster Collaboration and Communication
Encourage open communication between your vendor team and MSP partners through regular check-ins, webinars, or partner events.
Provide a platform or forum for MSPs to share their experiences, successes, and challenges with one another, fostering a sense of community within your channel program.
7. Monitor Program Performance and Iterate
Regularly evaluate the performance of your channel program, gathering feedback from MSP partners to identify areas for improvement.
Make adjustments to your program based on feedback and changing market conditions, ensuring that it remains relevant and beneficial for both your company and your MSP partners.
Peer groups offer MSPs a great way to connect with fellow professionals, exchange ideas, and learn from each other's experiences. They're an excellent resource for staying up-to-date with industry trends and getting insights into common challenges. However, it's also important to be aware of potential risks associated with peer groups, like the risk of creating echo chambers.
When MSPs get together in peer groups, they can share their knowledge and expertise, tapping into a diverse range of experiences. These groups are perfect for learning about new technologies and finding innovative solutions to challenges. By working together, MSPs can develop best practices and find more efficient ways to meet clients' needs.
Joining a peer group allows MSPs to compare their performance with other providers. By looking at metrics, services, and processes, MSPs can identify what they're good at and what needs improvement. This data-driven approach helps set realistic growth targets and make smart decisions about resources and planning.
Peer groups are also great for networking, helping MSPs build relationships with potential partners, vendors, and clients. These connections can lead to new opportunities, collaborations, and strategic alliances that contribute to an MSP's growth and success.
Running an MSP can be tough, especially for smaller businesses or those new to the industry. Peer groups offer a supportive environment where MSPs can talk about their struggles, celebrate their successes, and learn from one another. This sense of camaraderie can help reduce stress and encourage personal and professional growth.
While peer groups offer many benefits, they can also pose a risk if they turn into echo chambers. When group members only share similar opinions and experiences, it can limit the diversity of ideas and stifle creativity. MSPs should be aware of this risk and make an effort to seek out different perspectives and experiences to avoid falling into the echo chamber trap.
In conclusion, peer groups can play a vital role in an MSP's growth and success by providing a platform for learning, collaboration, and networking. By actively participating in these groups, MSPs can gain valuable insights and improve their service offerings. However, it's essential to be aware of the potential risks and ensure a diverse range of ideas and experiences are considered.
Find some Peer Groups here: https://docs.themspkb.com/resources/communities/peer-groups
Accountability groups serve as a powerful tool for MSPs to stay focused on their goals, maintain motivation, and foster growth. These groups comprise like-minded professionals who commit to holding each other accountable for achieving individual and collective objectives. In this section, we'll discuss the benefits of participating in accountability groups and how they can contribute to the success of MSPs.
One of the key features of an accountability group is the emphasis on setting specific, measurable, achievable, relevant, and time-bound (SMART) goals. Members share their goals with the group and regularly update their progress, allowing for valuable feedback and advice from peers. This structured approach to goal setting helps MSPs maintain focus and work diligently towards their targets, ultimately contributing to their long-term success.
Accountability groups bring together MSP professionals with varying backgrounds and expertise, creating a wealth of collective wisdom. By sharing challenges and discussing potential solutions, group members can benefit from the experiences of their peers and gain new perspectives. This collaborative problem-solving approach helps MSPs address issues more effectively, leading to better service offerings and client satisfaction.
Running an MSP can be demanding and, at times, overwhelming. Accountability groups provide a supportive environment for MSPs to share their struggles and celebrate their achievements. Members can draw on each other's strengths and learn from their experiences, fostering a sense of camaraderie that can alleviate stress and promote personal and professional growth.
Participating in accountability groups offers MSPs the opportunity to network and build relationships with fellow professionals. These connections can lead to new business opportunities, partnerships, and collaborations that contribute to an MSP's growth and success.
Accountability groups can help keep MSPs motivated and focused on their goals by providing regular check-ins and progress updates. The sense of responsibility that comes from reporting to a group of peers can be a powerful deterrent against procrastination, encouraging members to stay on track and make consistent progress toward their objectives.
In conclusion, accountability groups can be a valuable resource for MSPs, providing a platform for goal setting, problem solving, mutual support, and networking. By actively participating in these groups and leveraging the collective wisdom and support of their peers, MSPs can stay focused on their objectives and build a strong foundation for long-term success in the industry.
Explore how MSP communities foster collaboration, technical skill-sharing, and business growth, benefiting participants across the ecosystem.
Communities for MSPs offer more than networking opportunities—they are growth engines for collaboration, innovation, and problem-solving. These communities exist in various formats, from real-time chat platforms to structured forums and in-person groups. They are built on shared challenges and mutual respect, not solely business objectives.
Whether technical or business-focused, these spaces empower MSPs to improve their operations and services while fostering relationships that extend beyond transactional interactions.
1. Real-Time Chat Platforms
Examples: Slack channels (MSPGeek), Discord servers (CyberDrain).
Focus: Immediate problem-solving, casual discussions, and quick collaboration.
Best For:
Rapid Q&A about tools, automation, and best practices.
Engaging in live discussions with peers or businesses serving MSPs.
Staying updated on fast-changing topics like cybersecurity threats.
2. Online Forums
Examples: Reddit (r/MSP), dedicated vendor communities.
Focus: Long-form discussions, deep dives into recurring challenges, and referenceable advice.
Best For:
Exploring detailed technical or business strategies.
Reading and contributing to comprehensive threads for persistent knowledge-sharing.
3. Social Media Groups
Examples: Facebook groups, LinkedIn communities.
Focus: Broad industry engagement, sharing news, and lightweight collaboration.
Best For:
Connecting with a wide range of MSPs and stakeholders.
Sharing insights, events, or relevant updates.
4. User Groups and Meetups
Examples: Local user groups, vendor-specific gatherings.
Focus: Strengthening relationships through in-person collaboration and training.
Best For:
Building deeper connections through face-to-face interaction.
Participating in panels or workshops for hands-on learning.
5. Event-Based Communities
Examples: MSP-centric conferences, or vendor-hosted summits.
Focus: Thought leadership, showcasing trends, and creating momentum around specific challenges.
Best For:
Learning from top industry leaders.
Expanding your network and exploring new tools or practices.
1. Communities Are Built on Common Ground
Communities thrive when members rally around shared challenges or goals—not when one party dominates. MSPs and businesses serving them should focus on collaboration, offering value, and fostering respect.
2. Mutual Growth Benefits Everyone
Members and businesses that contribute authentic expertise enhance the collective knowledge base. For example, sharing tools, workflows, or solutions—such as PowerShell scripts on MSPGeek or automation tips in CyberDrain—helps everyone improve.
3. Feedback Drives Innovation
Communities are a rich source of insights. Active participation allows MSPs and businesses to identify pain points early, adapt tools, and co-create solutions. This collaboration benefits products and strengthens community trust.
4. Patience and Consistency Matter
Building trust in a community takes time. MSPs and contributors should focus on showing up consistently, sharing value, and engaging authentically to create meaningful, long-term relationships.
Expand Knowledge:
Learn from peers and thought leaders about managing technical, operational, and business challenges.
Discover emerging trends and best practices that improve efficiency and service quality.
Build Relationships:
Collaborate with like-minded professionals to develop partnerships and mentorships.
Strengthen connections with businesses offering tools or services.
Stay Competitive:
Leverage real-time discussions and innovations to maintain an edge in the industry.
Use community-shared solutions to solve challenges faster than working in isolation.
Role in Communities
Businesses serving MSPs enhance community spaces by providing insights, solving challenges, and facilitating collaboration. Successful participation requires authenticity, patience, and a genuine interest in mutual success.
Engagement Strategies:
Contribute, Don’t Dominate:
Share actionable advice, templates, or solutions without overtly promoting products.
Example: Rewst users share workflows on GitHub, creating value for the broader MSP community.
Celebrate User Achievements:
Highlight innovations from MSPs in the community, fostering trust and amplifying engagement.
Leverage Feedback for Growth:
Act on user feedback to refine products and align with community needs.
Choose Diverse Spaces: Balance technical and business-focused communities.
Be an Active Contributor: Share experiences to foster collaboration.
Adopt a Long-Term View: Build trust with consistent participation.
Encourage Transparency: Share lessons learned and invite feedback.
MSP communities offer unmatched opportunities for growth, innovation, and collaboration. By contributing authentically, staying consistent, and fostering respect, MSPs and businesses alike can thrive in these spaces. Community engagement is more than a strategy—it's a commitment to mutual success that drives the entire industry forward.
Explore online MSP communities for real-time collaboration, technical advice, and business insights. Engage with peers and grow professionally across various platforms.
Overview: With over 140,000 members, r/msp is the largest online MSP-focused community. It’s an invaluable space for discussing pricing strategies, vendor relationships, service delivery, and occasional technical topics. Active threads range from industry trends to peer recommendations.
Target Audience: Mix of business-focused and technical insights.
Why Join:
Peer-driven advice on MSP operations.
Access to real-world insights from a global member base.
Link: Visit r/msp
Overview: Originally built as a technical forum for MSPs, MSPGeek is now a thriving community offering support for troubleshooting, and vendor specific challenges with their dedicated spaces for engagement. It is especially popular for RMM and automation focused technicians.
Target Audience: MSP technicians and engineers, with some business conversations.
Why Join:
Dive deep into RMM tools, scripting, and automation.
Collaborative and constructive discussions for day-to-day MSP work.
Engage directly with the business you work with in their dedicated vendor channels.
Link: Visit MSPGeek
Overview: Spiceworks is a broad IT forum with a dedicated section for managed service providers. Members discuss both technical and business topics, making it a versatile resource for MSPs of all sizes.
Target Audience: MSPs looking for both technical and business-focused discussions.
Why Join:
Gain insights from IT professionals across different sectors.
Network with peers and explore vendor-neutral resources.
Link: Visit Spiceworks
Overview: A real-time collaboration platform tied to the Reddit r/msp community, MSPs’r’us has over 5,000 members. It focuses on technical problem-solving, quick-fire advice, and informal networking.
Target Audience: Primarily technical, but also open to business-oriented MSP discussions.
Why Join:
Get feedback on technical challenges.
Build connections in a casual, fast-paced environment.
Link: Join MSPs’r’us
Overview: This community, centered around emphasizes scripting, automation, and cybersecurity practices, as well as the home of the Open Source software tool CIPP.
Target Audience: Technical professionals focused on M365, GDAP, Graph APIs & PowerShell
Why Join:
Participate in challenges like Capture The Flag (CTF) for skill-building.
Engage with the Open Source community of the CyberDrain Improved Partner Portal
Link: Join CyberDrain
Overview: The Tech Degenerates is a community for MSPs, vendors, and other IT channel professionals. TTD combines a Discord server with structured monthly activities like happy hours, and host an extensive industry events calendar. Its unique approach blends professional growth with a sense of humor and inclusivity.
Target Audience: Channel professionals seeking collaboration and shared knowledge.
Why Join:
Access diverse initiatives like consulting programs, peer groups, and exclusive events.
Stay informed with curated resources and a centralized industry calendar.
Peer groups foster collaboration, knowledge-sharing, and problem-solving among MSP leaders and professionals. These communities provide a mix of resources, events, and networking opportunities tailored to enhance MSP operations and growth.
Overview: A global community for MSP owners and employees, The Tech Tribe offers marketing materials, Tribal Perks (discounts on 3rd-party services), and curated resources for improving business operations. Regular in-person meetups connect members worldwide.
Target Audience: Primarily MSP owners and senior staff, with resources accessible to all employees through membership.
Cost: Membership fee required.
Link: Visit The Tech Tribe
Overview: The ASCII Group is the oldest MSP peer group in North America, offering eight annual conferences and an online forum for networking. ASCII emphasizes marketing and provides a platform for knowledge-sharing among MSPs and VARs.
Main Events: IT SMB Success Summits in various US locations.
Target Audience: MSPs and VARs interested in marketing, networking, and business growth.
Link: Visit ASCII Group
Overview: IT Nation Evolve continues HTG’s legacy of fostering peer groups for MSP executives. Groups of 10–12 non-competing MSPs meet regularly to share strategies, discuss challenges, and collaborate on business development. Quarterly events provide additional networking opportunities.
Main Events: Quarterly Business Reviews.
Target Audience: MSP executives and owners seeking strategic guidance and peer collaboration.
Link: Visit IT Nation Evolve
Overview: Based in Australia, SMBiT serves MSPs with small to mid-sized clients. The group offers best practices for efficiency and growth, as well as monthly chapter meetings for networking. Members also access vendor discounts, industry insurance, and other business resources.
Main Events: Monthly chapter meetings across Australia and New Zealand.
Target Audience: MSPs serving SMB clients.
Overview: MSP-Ignite facilitates peer groups led by business advisors who help members collaborate on profitability, growth, and operational challenges. Groups consist of MSPs from non-competing industries, ensuring open and candid discussions.
Main Events: Biannual meetings and webinars.
Target Audience: MSPs focused on profitability and collaborative problem-solving.
Link: Visit MSP-Ignite
Overview: A UK-based peer group, The Network Group connects IT businesses and MSPs through live events and vendor collaborations. Members gain access to operational tools, training, vendor discounts, and large-scale events like VISION and FOCUS.
Main Events: VISION and FOCUS, plus regional roadshows.
Target Audience: UK-based MSPs and IT channel businesses.
Link: Visit The Network Group
Define Your Needs:
For global resources and support, consider The Tech Tribe.
For marketing and networking, ASCII Group is a strong choice.
If you're seeking location-specific resources, SMBiT or The Network Group may be better suited.
Evaluate Costs and Benefits:
Membership fees often come with perks such as vendor discounts or curated resources.
Commit to Engagement:
Participate actively in meetings, share insights, and take full advantage of the tools and events offered.
Peer groups are invaluable for fostering collaboration and driving MSP growth. By joining the right group, you can gain new perspectives, strengthen your network, and achieve your business goals.
All Things MSP (Eric Anthony)
All Things MSP is a Facebook group that serves as a platform for MSP professionals to share ideas, resources, and experiences related to the MSP industry.
Link: https://www.facebook.com/groups/allthingsmsp/
Everything MSP (Dan Tomaszewski)
Everything MSP is a Facebook group dedicated to MSPs, covering various topics, including technology, business growth, and industry trends.
Link: https://www.facebook.com/groups/everythingmsp/
ConnectWise Boss (Adam Bolanski)
ConnectWise Boss is a Facebook group for MSPs who use ConnectWise products. The group provides a platform for users to discuss best practices, share tips, and network with fellow professionals.
Link: https://www.facebook.com/groups/CWBoss/
IT Managed Services
This LinkedIn group is dedicated to IT managed services, providing a space for professionals to discuss industry trends, share resources, and network with peers.
Link: https://www.linkedin.com/groups/38615/
CompTIA Connect
CompTIA Connect is a LinkedIn group for IT professionals and MSPs, offering resources, discussions, and networking opportunities related to the IT industry.
Link: https://www.linkedin.com/groups/83900/
MSP 501
MSP 501 is a LinkedIn group focused on managed services providers, covering topics such as industry trends, best practices, and business growth.
Online business resources for MSPs, such as blogs, books, webinars, and podcasts, offer invaluable insights and tools to help Managed Service Providers grow and thrive in a competitive industry. These resources cover a wide range of topics, catering to both technical and business-focused MSPs.
Blogs and books provide in-depth analysis and practical advice on various aspects of running an MSP business, including marketing, sales, customer relations, and operations management. By staying current with industry trends and learning from the experiences of successful MSP leaders, professionals can enhance their skills and implement best practices to drive their businesses forward.
Webinars and podcasts offer opportunities for MSPs to gain knowledge from industry experts, covering topics such as new technologies, security, and business growth strategies. These resources provide valuable learning experiences that can help MSPs stay up-to-date with the latest developments and best practices in the managed services industry.
By leveraging these online business resources, MSPs can continuously refine their strategies, services, and processes, ensuring their success in the ever-changing landscape of managed services.
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Link: https://mspvoice.com/
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Link: https://www.itprovidernetwork.com/
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Link: https://www.franklymsp.com/
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Link: https://mspgh.com/
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Link: https://www.continuum.net/podcast
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Link: https://connectbooster.com/podcast/
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Link: https://www.tubblog.co.uk/tubbtalk-podcast/
In an industry that always changes, those who deliver technology services need to focus on the information that matters to them. The Business of Tech podcast focuses on the news you need to know. Covering both the story and asking "why do we care" to the way services are created and delivered, channel veteran Dave Sobel brings you up to speed and gives you resources to go deeper. With insights and analysis, this five-minute podcast focuses on the knowledge you need to be effective, profitable, and relevant
This blog decribes operational maturity levels and how to target growth
Link: https://www.auvik.com/franklyit/blog/msp-operational-maturity/
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Link: https://www.forrester.com/blogs/the-100-best-channel-podcasts-of-2021/
Online business resources for MSPs, such as blogs, books, webinars, and podcasts, offer invaluable insights and tools to help Managed Service Providers grow and thrive in a competitive industry. These resources cover a wide range of topics, catering to both technical and business-focused MSPs.
Blogs and books provide in-depth analysis and practical advice on various aspects of running an MSP business, including marketing, sales, customer relations, and operations management. By staying current with industry trends and learning from the experiences of successful MSP leaders, professionals can enhance their skills and implement best practices to drive their businesses forward.
Webinars and podcasts offer opportunities for MSPs to gain knowledge from industry experts, covering topics such as new technologies, security, and business growth strategies. These resources provide valuable learning experiences that can help MSPs stay up-to-date with the latest developments and best practices in the managed services industry.
By leveraging these online business resources, MSPs can continuously refine their strategies, services, and processes, ensuring their success in the ever-changing landscape of managed services.
This online excel sheet contains a compare of all current RMM products. The sheet is completely community sourced and based on data by actual users.
Link: http://rmm.msp.zone
CyberDrain is a techblog that contains PowerShell scripts, resources for MSPS, and announcements important to technichians at MSPs. CyberDrain also organizes several events such as the CyberDrain CTF.
Link: https://cyberdrain.com
The MSP Toolkit is a curated list of popular tools which are used regularly. Take look as some of the tools listed, and if you want to share your own, then do so!
These tools specifically deal with screen capture. For example the creation of screenshots, gifs or video guides.
What is Greenshot? Greenshot is a light-weight screenshot software tool for Windows with the following key features:
Quickly create screenshots of a selected region, window or fullscreen; you can even capture complete (scrolling) web pages from Internet Explorer. Easily annotate, highlight or obfuscate parts of the screenshot. Export the screenshot in various ways: save to file, send to printer, copy to clipboard, attach to e-mail, send Office programs or upload to photo sites like Flickr or Picasa, and others. …and a lot more options simplifying creation of and work with screenshots every day.
Being easy to understand and configurable, Greenshot is an efficient tool for project managers, software developers, technical writers, testers and anyone else creating screenshots.
Pricing: Free / Open Source
Link: http://getgreenshot.org/
Download: http://getgreenshot.org/downloads/
Problem Screen Recorder. Is a handy screen grabber and set by step documentation tool. It is built directly into Windows 7+
To open Steps Recorder, select the Start button, and then select Windows Accessories > Steps Recorder (in Windows 10), or Accessories > Problem Steps Recorder (in Windows 7 or Windows 8.1)
Select Start Record
Go through the steps to reproduce or solve the problem. You can pause and resume the recording at any time.
As you record, select Add Comment, use your mouse to select the part of the screen that you want to comment on, type your comment, and then select OK
When you’re done, select Stop Record
Review the record of the steps you followed to make sure it shows what you want it to show. Select Save, name the .zip file, choose where to save it, and then select Save. Now you can attach and send this .zip file to the person helping you troubleshoot the problem on your PC. It can be viewed in any web browser.
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These are the best tools to carry about on your favorite USB Stick. We all have those "go-to tools" so why keep them to yourself?
User Profile Wizard 3.11 is the latest version of ForensiT's powerful workstation migration tool. User Profile Wizard will migrate your current user profile to your new user account so that you can keep all your existing data and settings.
User Profile Wizard has been used to automatically migrate hundreds of thousands of workstations to new domains. It can be used to migrate workstations to a new domain from any existing Windows network, or from a Novell NDS network; it can join standalone computers to a domain for the first time, or migrate workstations from a domain back to a workgroup.
A User Profile is where Windows stores your stuff. Normally, when you change your user account Windows will create a new profile for you, and you lose all your data and settings - your “My Documents”, “My Pictures” and “My Music” files and all the other information that makes your computer personal to you, like your desktop wallpaper, Internet favorites and the lists of documents you've recently opened.
User Profile Wizard is an easy-to-use migration tool that means this doesn’t need to happen – you can simply migrate your original profile to your new user account. User Profile Wizard does not move, copy or delete any data. Instead it configures the profile “in place” so that it can be used by your new user account. This makes the process both very fast and very safe.
With the User Profile Wizard Deployment Kit you can build a scalable, enterprise solution to automatically migrate tens of thousands of workstations.
Unlike some alternatives, User Profile Wizard does not assume that there is an enterprise directory in place. It supports all environments from Small Business Server through to a Global Domain Consolidation.
Migrates all user profile data and settings on Windows XP/Windows 7/8 and Windows 10 Automatically joins a machine to a new domain Supports domain migrations over a VPN Supports all Active Directory and Samba domains Migrates from a domain back to a workgroup Includes Enterprise strength scripting support Supports push migrations of remote machines Tried and trusted - over one million licenses sold
Link: http://www.forensit.com/
By far the best starting point for any engineer is the PortableApps USB Stick. This really is the powerhouse of tools. What makes it unique is you can install a massive amount of standalone applications on your USB stick, and run them with no additional installation required on the client PC. This is useful for those systems that are reasonably secure, but still allow you USB access. Check out the suite here:
Link: http://portableapps.com/
Download: http://portableapps.com/download