1. Growing Your Business Using NOC and Help Desk Services
Welcome to today’s presentation – An Introduction to GFI MAX Building Blocks to Managed Services webinar, my name/role is .....
Growing Your Business Using NOC and Help Desk Services

2. Today’s Presenters Kelly O’Bray Territory Manager with GFI Max
Marketing and selling innovative IT solutions through the channel to the SMB Market for 20 years
Today we will talk about the challenges and road blocks preventing many IT support company’s growing Managed Services, and look at benefits for both you and the customer - of building the recurring revenue Managed Services model for IT support.
We’ll look at what the Building Blocks Program entails and take a deeper look at the first 2 building blocks in the Server& Network component.
Any finally, we’ll show you how you can access the Building Blocks and start implementing them in your business today.
Kelly O’Bray

3. Speaker Bio Frank Hughes CEO and Founder of Cloud Services Depot
President of BellSolutions.net :: $1M+ MSP serving Los Angeles County
Founding Member – CompTIA Security Trustmark
Recognized Cloud Computing expert working with major vendors such as McAfee, Google, Xerox and Rackspace
© Cloud Services Depot, Inc. All rights reserved.

4. Challenges for Existing MSP’s
No. 1 Business Desire Worldwide view (No geographical difference) Absolutely top of mind 44.60% Grow your customer base/market share (Hunt) Other important 12.80% Run business more efficiently 12.30% Service Excellence 9.20% Build Profit 7.10% Organise business to prepare for future growth 6.60% Expand portfolio to existing base (Farm) Appear not to be top of mind 3.00% Reduce hassle & stress 2.50% Diversify business to allow for 'cloud' 1.50% Draw back from day to day running 0.40% Exit business
Growth (profitably) is the key driver…

5. Challenges for Existing MSP’s - by company size
Many more smaller companies than large, therefore data at the right hand end of the graph is statistically less valid than left hand side.
Hooks – growth!
Top line is key desire
Bottom line secondary desire
Service
Risk
Exit & Business Value doesn’t seem to be a good hook.
Interest in Exit seems slightly higher at customers – guess this the business plateau effect… taken it so far…. Now what effect..
… (pretty much) regardless of size…

6. Challenges for Existing MSP’s
How you sell to your clients
Disagree or
Strongly
Neither
Agree or
Agree
I advise on best solution to customers needs regardless of profit to be made 5% 6%
89%
I advise on best solution to customers needs with an eye to profit to be made
22%
23%
56%
Customers view me as somebody they trust - I'm VERY reluctant to jeopardise this 3% 1%
96%
I get bombarded with Software & Hardware marketing material that I don't use
12%
17%
71%
I prefer selling recurring revenue services to one-off sales 4%
11%
84%
I'm not a trained sales person but I get by because customers trust me
14%
74%
I'd like marketing & sales ideas
10%
19%
Do what’s right, but do the simple thing – repeatable (standardise) and predictable (reliable) don’t over complicate
Trusted over Profit
Consistent with what they call themselves, ie: IT Support Provider/Company/Consultant – Solution lead. Definitely not a VAR – as I said previously, I suspect many IT CO’s view this as almost a derogatory term (backed up anecdotally in conversation). And if they function as VAR’s – it’s multiple vendors and they pick the best solution and add it into their product portfolio.
Trade on Trust/Best Advice/Support
Interesting difference between first two questions – clearly shows they offer the best solution to customers needs (albeit, I think they like to repeat the same technology for practical/efficiency reasons).
Will be tough to convince them to use new products unless they think they are the best tools for the job – with respect to Patch/AV/etc – would help to be VERY clear about products standalone credentials/etc and message around GFI MAX RM featuring VIPRE, etc (leverage existing brands).
Would like marketing & sales leadership – consistent with % owner managed from previous surveys – hence Building Blocks/MSPBusinessManagement/etc – keep IT Support Companies viewing us as a source of expertise/commercial ideas/software tools/etc
Need to Maintain Trusted Advisor Status…

7. Challenges for Existing MSP’s
Where you spend your time today and what is changing
2011
2013
Delta’s
Little Pro-
Active
Effort
Some
Much Pro-Active Effort
Servers & Server Applications 4%
13%
83% 2%
10%
88%
-3% 6%
Workstations
17%
51%
31% 8%
30%
62%
-9%
-21%
Mobile Devices (eg: Phones, Tablets)
75%
22% 3%
50%
37%
-62%
27%
34%
Internet/Cloud Services (eg: SaaS solutions)
47%
41%
12% 9%
54%
-38%
-4%
42%
Printers/MFDs
58%
35% 7%
49%
20%
-27%
14%
Networking Equipment
26%
-13%
-12%
24%
Security
38%
53%
19%
79%
-7%
-19%
Backup
11%
87% 0%
This slides shows in which devices/areas people focus their effort now and how they imagine they will in 2 years time.
Shows that they think they will be doing more effort in every area – which clearly can’t be right – so concentrate on the really big delta’s:
Workstations
Mobile Devices
Cloud Apps
Networking Equipment
Security
I’d suggest that Servers, Backup, Printers, etc – because of the relative low increase in effort – could actually mean they think they’ll be spending less time managing ??? (Contentious).
Move to Cloud… mobile… workstations…
Changing focus

8. What We’ve Learned So Far…
After 10 clients or so, Profit/Efficiency/Scale becomes the most difficult challenge
Retaining the client’s trust while growing the business is very, very important
Supporting clients is becoming more difficult with the use of new technology – mobile devices, tablets, cloud services and more.
Controlling costs of low-value services like monitoring and end-user support is key to a successful MSP or VAR business.
Leverage GFI MAX Building Blocks for a turnkey growth process.
Slide: 8 © Cloud Services Depot, Inc. All rights reserved.

9. We Are Here To Help
Cloud Services Depot is a Master MSP that provides private-label Help Desk and NOC Services for IT Services Organizations.
Help Desk Services: We answer telephone calls, and ticket requests from your clients. Our U.S.-based Help Desk is available 24x7 and all services are delivered in your company’s name.
NOC Services: We bring sanity and profitability to your Managed Services program. Our team of certified engineers will properly configure GFI MAX and then remediate all alerts/alarms detected by the platform. We also accept one-off work requests and can help with scheduled/recurring tasks.
Slide: 9 © Cloud Services Depot, Inc. All rights reserved.

10. What is a NOC?
NOC Services are a comprehensive set of services that are designed to keep managed systems optimized and secure by performing daily, weekly and monthly maintenance.
NOC Services manages your client’s equipment including workstations, servers and network devices.
Cloud Services Depot seamlessly integrates a virtual support solution with your core service offerings by using GFI MAX, your PSA tool and your NOC Policies in conjunction with our systems engineers.
Slide: 10 © Cloud Services Depot, Inc. All rights reserved.

11. How Do NOC Services Help?
NOC Services solves the Profit/Efficiency/Scale problem. It is a cost- effective service to support your clients by using our team of technical experts.
Eliminates the hassle of dealing with every GFI MAX alert
Gives you and your techs more time for higher-revenue projects
Creates lots of billable time at your standard hourly rate
Creates lots of closed tickets in GFI MAX and your PSA software
Improve Managed Services profit margin
Improve Client Reports in RMM and PSA tools
Slide: 11 © Cloud Services Depot, Inc. All rights reserved.

12. What’s Included?
Device Setup – GFI MAX is updated with your NOC management policies. The NOC team provides monitoring and full remediation services. The NOC team continuously reviews the active software/services on each device to fine-tune the service.
Device Monitoring – We monitor all managed devices 24x7 using GFI MAX.
Issue Remediation – NOC Services includes full remediation of issues detected by GFI MAX, escalated from the Help Desk or reported by you.
Scheduled Tasks – You can ask the NOC team to schedule a future task to prevent disruption to end-users or other tasks.
Work Requests – NOC Services includes unlimited Work Requests to help offload tedious technical tasks from your office. You can still invoice your client at your standard hourly rate for all Work Requests performed by the NOC.
Slide: 12 © Cloud Services Depot, Inc. All rights reserved.

13. Servers Operating Systems Common Server Applications
Microsoft Windows: 2000, 2003, 2008
Linux – Most commercial distributions
Common Server Applications
Microsoft Exchange
Blackberry Enterprise Server
Microsoft SQL Server
Microsoft Terminal Server
FileMaker Server
Microsoft SharePoint
Microsoft Dynamics CRM
IBM Lotus Domino Server
Citrix Presentation Server
Symantec Veritas Data Protection
Slide: 13 © Cloud Services Depot, Inc. All rights reserved.

14. Workstations Operating Systems Workstation Applications
Microsoft Windows: 2000, XP, Vista, Win7
Apple – OS X (all versions)
Linux – Most commercial distributions are supported
Workstation Applications
Adobe Acrobat and Flash
Microsoft Word
Adobe Illustrator
Microsoft Excel
Adobe Dreamweaver
Microsoft PowerPoint
Adobe Photoshop
Microsoft Publisher
WordPerfect
OpenOffice and LibreOffice
Microsoft Live Meeting
Intuit QuickBooks
Microsoft Outlook and Entourage
Sage Peachtree
Slide: 14 © Cloud Services Depot, Inc. All rights reserved.

15. Network Devices Device Types Common Device Vendors
Network printers, copiers and other imaging devices
Network core and perimeter devices (e.g. routers, firewalls, gateways, etc.)
Any device supported by GFI MAX
Common Device Vendors
3Com
Huawei
APC
IBM
Avaya
Intel
Cisco
Juniper
D-Link
Linksys
Dell
Netgear HP
Nortel
Slide: 15 © Cloud Services Depot, Inc. All rights reserved.

16. Service Level Agreement
Every new ticket is manually reviewed within 15 minutes of arrival.
Service Level Agreement
Issue
Critical
High
Normal
Low
Service Availability
24x7x365
First
Response
Within 15min
Within 30min
Within 3hrs
Within 12hrs
Second Response
Within 45min
Within 6hrs
Within 18hrs
Resolution of Issue
Within 60min
Within 9hrs
Within 24hrs
Definition
Business directly affected
Business partially affected
Business is indirectly affected
Business is not affected
Slide: 16 © Cloud Services Depot, Inc. All rights reserved.

17. NOC Services Review
NOC solves the problem of expanding your company without hiring new personnel.
NOC only takes care of client devices – not users!
NOC leverages your investment in GFI MAX.
NOC never contacts or communicates with your clients.
Slide: 17 © Cloud Services Depot, Inc. All rights reserved.

18. What Is A Help Desk?
Help Desk Services is a cost-effective service to support your clients using our live support agents located in Los Angeles, California.
24x7 support (no additional cost)
Private label services – all calls answered in your company name
Certified technicians with on-site management
World-class call center located in California
Cloud Services Depot works hard to provide transparent support to your clients. We answer the phone with your company name and tickets can be synchronized to Autotask or ConnectWise PSA.
Slide: 18 © Cloud Services Depot, Inc. All rights reserved.

19. Why Help Desk Services? Extend your support coverage to 24x7
Grow your team without hiring new personnel or paying for contractors
Build customer loyalty – no scripts or flowcharts
Support more technologies: Apple, Mobile Devices, Industry Apps
Flexible - send calls to the Help Desk after-hours, sick days, trade shows, etc.
Leverage industry-standard processes to provide better support
Slide: 19 © Cloud Services Depot, Inc. All rights reserved.

20. How Does It Work? (Phone Support)
Users call your office for help.
Support calls are directed to a unique toll-free number.
Help Desk agents answer calls in your company name.
Agents open tickets that automatically sync to your PSA.
Agents troubleshoot issues with user verbally or using LogMeIn Rescue.
Agents will either close or escalate the ticket to your office.
Slide: 20 © Cloud Services Depot, Inc. All rights reserved.

21. How Does It Work? (Email Support)
Users send requests to your existing address:
Forward to the dedicated, custom address provided by Cloud Services Depot.
Inbound is converted to a Help Desk ticket.
Agents review new tickets that automatically sync to your PSA.
Agents calls the user to troubleshoot issues using LogMeIn Rescue.
Agents will either close or escalate the ticket to your office.
Slide: 21 © Cloud Services Depot, Inc. All rights reserved.

22. What’s Covered? Platforms Applications Hardware
Microsoft Windows: 2000, XP, Vista, Win7 (workstations only)
Apple – OS X (all versions)
Mobile Devices – Android, Apple, Blackberry, Windows Mobile
Applications
Adobe Acrobat, Flash, Photoshop, Illustrator, Dreamweaver
Microsoft Products: Office, Live Meeting, Visio, Entourage, SharePoint
Browsers: Mozilla Firefox, Internet Explorer, Google Chrome, Safari
Google Apps for Business and Corel Office including WordPerfect
FileMaker Pro, Advanced and Go
Nuance Products: Paperport, OmniPage
Hardware
Standard computer peripherals
Slide: 22 © Cloud Services Depot, Inc. All rights reserved.

23. Service Level Agreement
Cloud Services Depot offers the most stringent Service Level Agreement (SLA) for Help Desk Services in the IT industry. All call activity is logged in the Help Desk Portal and resellers can view call reports at anytime.
All support calls are recorded and attached to each ticket for easy reference and playback.
Inbound Calls - 90% of calls are answered within 90 seconds. Most calls are answered in less than 30 seconds.
Requests - All inbound will receive a telephone callback within 2 hours from the time the Help Desk receives the notification.
PSA Tickets - All inbound PSA tickets will receive a telephone callback within 2 hours from the time the Help Desk receives the ticket.
Slide: 23 © Cloud Services Depot, Inc. All rights reserved.

24. Help Desk Services Review
Help Desk is designed for end-user support only.
Help Desk uses its own remote control software for maximum security.
Help Desk can escalate tickets directly to the NOC team for additional troubleshooting. When the issue is fixed, the ticket is sent back to the Help Desk to confirm with the end-user.
Slide: 24 © Cloud Services Depot, Inc. All rights reserved.

25. RMM Platform Support
Slide: 25 © Cloud Services Depot, Inc. All rights reserved.

26. PSA Platform Support Coming Soon:
Slide: 26 © Cloud Services Depot, Inc. All rights reserved.

27. NOC Services - Price List
Reseller Setup Fee - $99
$7 per month
$49 per month
Workstations
Servers
GFI MAX
Your PSA Software
Your Specific Directions to Manage Each Client
Your Satisfaction is 100% Guaranteed
Slide: 27 © Cloud Services Depot, Inc. All rights reserved.

28. Help Desk Services - Price List
Reseller Account Fee - $10/month
100 minutes = $150
500 minutes = $700
1000 minutes = $1250
5000 minutes = $5900
$17/user per month (10-user minimum)
Per-Minute
Per-User
Slide: 28 © Cloud Services Depot, Inc. All rights reserved.

29. 15% Lifetime Discount on NOC Services! Register with promo code: GFI
Webinar Promotion
15% Lifetime Discount on NOC Services!
Register with promo code: GFI
Open a free reseller account at CloudServicesDepot.com.
Purchase Help Desk or NOC Services
from the Marketplace.
Follow the Getting Started Guide to set up account and to activate services.
Slide: 29 © Cloud Services Depot, Inc. All rights reserved.

30. GFI MAX Building Blocks Managed Services simplified
Easy to implement
Easy to sell
No costly training
Get going with no change to your operation
Move at the right pace
Do the right thing for your client
Manage the risk to your business
Easy to evolve with current Managed Services approach
We believe it can be easy.
Our Building Blocks program provides a way for you to market services that your customers can:
Easily understand
Easily grasp the benefits of
Easily buy
And best of all you’re able to get going right away – here’s no university style courses or costly training programs you need to sign up to, no 50 point plan to get going and “revolutionise” your business….
Best of all you don’t have to “bet your shirt” to get going… we keep it low risk, quick to get going… were going to show you how and give you the tools to make it happen easily…..

31. GFI MAX Building Blocks for Managed Services
Increase Recurring Revenue
Attract New Customers
Additional Profitable Services
Retain Advisor/ Leadership
Reduce Risk/ Unpredictability
Efficiency, Scalability
Business Value
Lucrative but more complex
Managed Central Infrastructure
Managed
Workstations
Managed
Managed Mobile Devices
Managed Cloud Services
Enhanced Continuity
Enhanced Security
Support
Support
Archiving
Support
Support
Backup Testing
Data Leakage Protection
Pro-Active Maintenance
Pro-Active Maintenance
Continuity
Mobile Security
3rd Party Management
Connectivity Monitoring
Penetration Testing
Monitoring
Monitoring
Security
Monitoring
Monitoring
Availability Monitoring
Managed Antivirus
Lower value but simple
Un-Managed Central Infrastructure
Un-Managed Workstations
Un-Managed
Un-Managed Mobile Devices
Un-Managed Cloud Services
Un-Managed Continuity
Un-Managed Security
Infrastructure Components
Extra In-Depth Focuses
Lowering your business risk

32. GFI MAX Building Blocks 201
Increase Recurring Revenue
Attract New Customers
Additional Profitable Services
Retain Advisor/ Leadership
Reduce Risk/ Unpredictability
Efficiency, Scalability
Business Value
Lucrative but more complex
Managed Central Infrastructure
Managed
Workstations
Managed
Managed Mobile Devices
Managed Cloud Services
Enhanced Continuity
Enhanced Security
Support
Support
Archiving
Support
Support
Backup Testing
Data Leakage Protection
Pro-Active Maintenance
Pro-Active Maintenance
Continuity
Mobile Security
3rd Party Management
Connectivity Monitoring
Penetration Testing
Monitoring
Monitoring
Security
Monitoring
Monitoring
Availability Monitoring
Managed Antivirus
Un-Managed Central Infrastructure
Un-Managed Workstations
Un-Managed
Un-Managed Mobile Devices
Un-Managed Cloud Services
Un-Managed Continuity
Un-Managed Security
Lower value but simple
Infrastructure Components
Extra In-Depth Focuses
Lowering your business risk

33. Managed Workstations Lucrative but more complex Managed Workstations
Management and
Support
Automated Scripts
Managed Antivirus
PSA Integration
Customer Reporting
Pro-Active Maintenance
Remote Support
Automated Tasks
SW Patch Management
Customer Reporting
Lower value but simple
Monitoring
Workstation Monitoring
Antivirus Monitoring
Asset Tracking
Customer Reporting
Lowering your business risk
Un-Managed Workstations

34. Client reporting for central infrastructure
Client confidence
All branded as yours
Patch Management report

35. What’s in each Building Block?
The assets to sell managed services for FREE
Information about the service, context in which it sits in Building Blocks
Financials (pricing & profit) calculators
Promotional material (flyers, letters, Fax Backs, phone scripts, web site text, etc.), value proposition, marketing and sales strategy
Implementation documents (contracts, SLAs, statements of work)
Implementation considerations: Integration, billing, scaling, etc. 3
Managed 2
Maintenance 1
Monitor

36. The Building Blocks Approach: Any business model
Starting out: Building Blocks 101
Sales tools - Deliver easily understood, easily sold services
Door openers - Low-cost services, easy entry point – to get you in the door
Get customers used to contracted service
start up-selling to a fully managed service
Advanced: Building Blocks 201
Profitable Growth - Building revenue AND profit
Manage the risk transfer - Once you know your customers IT
Plan your growth - Resource to and manage for SoW & SLA
Move towards “All you can eat” managed services 24x7x365 systems management, help desk and vendor management– profitably.

37. Questions?

38. Online support and live coaching - FREE
The MSP Community:
Webinar Recordings
White Papers
Blog Postings
Videos: Ideas to grow your MSP business
Guest Presenters
Building Blocks to Managed Services content
mspbusinessmanagement.com

39. How to get going with Building Blocks
Sign-up to a FREE 30-day trial of GFI MAX RemoteManagement
You get the full system
Set up in less than 10 minutes!
No commitment
No hard-sell
Or contact us for more information on the Building Blocks
to Managed Services Program at:
Thank You!
The easiest way to get going is with a Free 30-day trial of GFI MAX RemoteManagement. You get the full system, can be
set up in less than 10 minutes, and there’s no commitment or hard-sell from us.
Try RemoteManagement on as many servers as you like to get full benefit. Sign-up on our website
Or for more information on the Building Blocks Program please contact us at