IT Brief New Zealand logo
Technology news for New Zealand's largest enterprises
Partner content
Story image

Key focus areas for MSPs in an era of shrinking margins

By Sara Barker
Thu 22 Aug 2019
FYI, this story is more than a year old

It can be a tough grind as an MSP – margins are shrinking, budgets are tight, and staff numbers are limited. Success is imperative, so how do MSPs overcome those barriers and create a prosperous company that customers and partners alike are determined to work with?

MSPs need to work smarter, and faster within a tighter budget. Some MSPs know what to do and how to do it, but they lack the funds to get there. For example, they know automation is critical to help increase technician efficiency, but automation tools have a cost. 

Many of these MSPs are first timers that have the vision but need to show some traction and a potential plan for success to attract investors or partners.

Kaseya is a leader in IT management for MSPs. We talked to the team to find out the five steps to MSP success, and to find out why an efficient process with out-of-the-box automation can help MSPs create a well-oiled machine.

1.    Employee training 

As an MSP, employees are your most important asset. Effective training starts with effective onboarding, which is more than just paperwork and slide presentations. A helping hand to ensure new employees settle into their roles and relationship can go a long way in setting the tone for their entire journey. If done right, the new team members will fit in faster and make fewer mistakes. Moreover, they will get up to speed quicker with the company, culture, process, and people. Training also has a strong security aspect to it. 

A well-trained employee is your first line of defense against cyber attacks. Even non-IT staff members must understand their role in keeping the organisation secure against various forms of cyber attacks. 

Encourage employees to obtain security certifications and aim to develop ongoing training programs and workshops, rather than driving them to less engaging training portals. Think about building a culture that prioritises cybersecurity.

2.    Create a culture of collaboration 

If you want to go fast, go alone. If you want to go far, go together. Effective collaboration not only speeds up a process but also eliminates the risk of a single point of failure. Turn individual knowledge into team knowledge. Find the centre of excellence and make sure this expertise is used across the board. Succeeding creates consistency in service delivery throughout the entire team. Speaking of consistency and efficiency, use automation whenever you can and wherever you can.

3.    IT documentation

No matter how efficient your processes and systems are, if you’re the only one who understands them, they don’t do any good. All the reliable information and guidelines are at your fingertips. 

Documentation that is integrated and automated with your RMM and PSA gives your MSP much-needed transparency. All the reliable information and guidelines are at everyone’s fingertips. 

Think about the time and money saved when a new employee immediately picks up where the old one left off. There is zero time wasted in tracking, sorting, understanding and drawing lines between what’s going on making the onboarding process much simpler. 

The more documentation you show to your prospect about what you record and how you work, how you do tickets and how you hit the SLAs, the more faith you instill in them in your ability to manage their IT business.

4.    Combine endpoints and network for full visibility

Closing the loop between endpoints and network is an essential step toward efficiency and gaining on lost productivity. Having a single interface not only saves time that’s lost switching between tools but also mitigates the risk of losing mission-critical information while doing so.

A common user interface and full view into the infrastructure enables better problem solving and delivery of a full spectrum of threat protection. The enhanced visibility and communication improve threat detection and intelligence, which in turn fine-tunes your ability to deal with malware, sneakier threats, and unknown attacks.

5.    Single vendor for your solution stack 

The size of your MSP and the vendors it must deal with grow side by side, and eventually you end up with more vendors than you can count. This means you deal with numerous invoices and coordinate with multiple vendors in a month. With so many service agreements, are you getting the right value for your money? 

Save time dealing with multiple vendors and look for a vendor that can meet all your needs. The most noteworthy benefit that comes from working with a single vendor is improved compatibility, as the products are designed to work together and come with native integration capabilities. 

Moreover, working with a single vendor enables your company to build deeper relationships with the company, which can then be leveraged to negotiate better prices. When issues arise, you have one contact to go to, making vendor management easier.

How Kaseya can help

Many tools provide integrations, but integrations often introduce barriers to efficiencies because of issues such as who is responsible for those integrations, whether the APIs of the products are robust enough. 

With Kaseya’s IT Complete platform, the tools work together in a way that removes the traditional barriers of integration, by eliminating 'interface dependency'. 

This means products work in a way that allows MSPs or techs the ability to work in the interface of their choice. This could be through the the RMM, the documentation platform, or the PSA.

The results can be measured in greater efficiency by enabling people to be more productive, reducing user frustration, minimising errors, having better user activity tracking and logging - all of which results in a higher overall quality of service across the business, and more effective use of the products themselves.

Experience these steps to success for yourself – get your free demo of VSA by Kaseya and find out how Kaseya can help you.

Related stories
Top stories
Story image
Tech job moves - Forcepoint, Malwarebytes, SolarWinds & VMware
We round up all job appointments from May 13-20, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
Let’s clear the cloud visibility haze with app awareness
Increasingly, organisations are heading for the cloud, initiating new born-in-the-cloud architectures and migrating existing applications via ‘lift and shift’ or refactoring.
Story image
Remote Working
Successful digital transformation in the hybrid work era is about embracing shifting goalposts
As organisations embraced remote working, many discovered they lacked the infrastructure needed to support history’s first global load test of remote work capabilities.
Story image
Vectra AI
Understanding the weight on security leader’s shoulders, and how to shift it
Millions of dollars of government funding and internal budgets are being funnelled into cybersecurity to build resilience against sophisticated threats, indicating how serious this issue has become.
Story image
Customer experience
Gartner recognises Okta for abilities in Access Management
Okta has announced it has been recognised as a Customers' Choice for the fourth time in a row in the Gartner Peer Insights "Voice of the Customer" report.
Story image
Apple previews new features for users with disabilities
Apple says new software features that offer users with disabilities new tools for navigation, health and communication, are set to come out later this year.
Story image
Commerce Commission
ComCom appeals $2.25 million fine in Vodafone FibreX case
The Commerce Commission has filed an appeal in the High Court against a $2.25 million fine imposed on Vodafone NZ for its offending under the Fair Trading Act.
Story image
Data Protection
Barracuda launches new capabilities for API Protection
"Every business needs this type of critical protection against API vulnerabilities and automated bot attacks," Barracuda says.
Story image
Digital Transformation
How to modernise legacy apps without compromising security
At a time when digital transformation has become central to business, even the most important applications come with a ‘use-by’ date.
Story image
Supply chain
Jetstack promotes better security with supply chain toolkit
The web-based resource is designed to help organisations evaluate and plan the crucial steps they need to establish effective software supply chain security.
Story image
Digital Transformation
The impact of COVID-19 on healthcare environments and care delivery
The COVID-19 pandemic has revolutionised the healthcare industry while overcoming staff shortages, social distancing requirements, and lockdowns.
Story image
Fonterra to use automated guided vehicles by Dematic
New Zealand's dairy giant Fonterra is upgrading its manufacturing facility in Edendale with new automated guided vehicles (AGVs) from Dematic.
Story image
A third of companies paying ransom don’t recover data - report
Veeam's report finds 76% of businesses who are victims of cyberattacks paid the ransom to recover data, but a third were still unable to get their information back.
Story image
Data and analytics could be key to higher selling prices in APAC
Sisense's latest report has found that almost half of data professionals in APAC think customised data and analytics can create better selling prices for their products.
Story image
Digital Transformation
Pluralsight and Ingram Micro Cloud team up on cloud initiative
Pluralsight has teamed with Ingram Micro Cloud to build upon cloud competence and maturity internally, and externally support partners’ capabilities.
Story image
Qualys updates Cloud Platform solution with rapid remediation
The new update is designed to enable organisations to fix asset misconfigurations, patch OS and third-party applications, and deploy custom software.
Story image
Meadows exits Ingram Micro New Zealand on a good note
We look at the resignation of Danny Meadows from Ingram Micro's New Zealand Unified Communications & Collaboration business unit.
Story image
Legrand unveils Nexpand, a data center cabinet platform
Legrand has unveiled a new data center cabinet platform, Nexpand, to offer the necessary scalability and future-proof architecture for digital transformation.
For every 10PB of storage run on HyperDrive vs. comparable alternatives, an estimated 6,656 tonnes of CO₂ are saved by reduced energy consumption alone over its lifespan. That’s the equivalent of taking nearly 1,500 cars off the road for a year.
Link image
Story image
Artificial Intelligence
AI-based email security platform Abnormal Security valued at $4B
"A new breed of cybersecurity solutions that leverage AI is required to change the game and stop the rising threat of sophisticated and targeted email attacks."
Threat actors are exploiting weaknesses in interconnected IT/OT ecosystems. Darktrace illuminates your entire business and takes targeted action to stop emerging attacks.
Link image
Story image
Cybersecurity starts with education
In 2021, 80% of Australian organisations responding to the Sophos State of Ransomware study reported being hit by ransomware. 
Story image
Customer experience
Research unveils precarious customer loyalty for retailers
New research has found customers are reassessing established brand loyalties as their priorities and behaviours shift.
Story image
Vodafone NZ buys remaining stake in retail joint venture
Vodafone New Zealand has purchased the remaining 50% stake in the specialist joint venture (JV) with private equity company Millennium Corp.
Story image
Digital Transformation
The Huawei APAC conference kicks off with digital transformation
More than 1500 people from across APAC have gathered for the Huawei APAC Digital Innovation Congress to explore the future of digital innovation.
Story image
Sift shares crucial advice for preventing serious ATO breaches
Are you or your business struggling with Account Takeover Fraud (ATO)? One of the latest ebooks from Sift can provide readers with the tools and expertise to help launch them into the new era of account security.
Story image
Nozomi Networks
Nozomi Networks, Siemens reveal software integration
Nozomi Networks and Siemens have extended their partnership by embedding Nozomi Networks’ software into the Siemens Scalance LPE local processing engine.
Booster Innovation Fund. A fund of Kiwi ingenuity – for Kiwi investors.
Link image
Find out how a behavioural analytics-driven approach can transform security operations with the new Exabeam commissioned Forrester study.
Link image
Story image
Data Center
Preventing downtime costs and damage with Distributed Infrastructure Management
Distributed Infrastructure Management (DIM) can often be a lifeline for many enterprises that work with highly critical ICT infrastructure and power sources.
Story image
Power at the edge: the role of data centers in sustainability
The Singaporean moratorium on new data center projects was recently lifted, with one of the conditions being an increased focus on power efficiency and sustainability.
Story image
A10 Networks finds over 15 million DDoS weapons in 2021
A10 Networks notes that in the 2H 2021 reporting period, its security research team tracked more than 15.4 million Distributed Denial-of-Service (DDoS) weapons.
Story image
Digital Transformation
Trading up: It's time to swap core systems for flexible digital applications
This year will see more oranisations planning and commencing high tech renovations that will shake up the way they operate.
Story image
Artificial Intelligence
How to ensure ethical deployment of AI implementations
The increase in automation and machine technology such as AI and machine learning has unlocked a whole new level of scale and service to organisations. 
Story image
Data backup plans inadequate, data still at risk - study
The Apricorn 2022 Global IT Security Survey revealed that while the majority organisations have data backup plans in place, data for many are at risk.
Story image
PwC NZ unveils new Cloud Security Operations Center
PwC New Zealand has unveiled its new Cloud Security Operations Center for the entire Microsoft technology stack.
Story image
Could your Excel practices be harming your business?
While Excel has been the de-facto standard for budgeting, planning, and forecasting, is it alone, enough to support organisations in the global marketplace that’s facing rapid changes due to digital transformation?
Story image
Lightspeed launches all-in-one marketing platform in A/NZ
ECommerce provider, Lightspeed has launched a new all-in-one marketing solution, Lightspeed Marketing & Loyalty in Australia and New Zealand.
Story image
Artificial Intelligence
SAS announces new products amid cloud portfolio success
Analytics and AI company SAS is deepening its broad industry portfolio with offerings that support life sciences, energy, and martech.
Story image
NCSC advisory highlights poor security configurations
The GCSB's National Cyber Security Centre (NCSC) has released a cyber security advisory identifying commonly exploited controls and practices.
Story image
ChildFund launches new campaign to protect children online
ChildFund says WEB Safe & Wise aims to protect children from sexual exploitation and abuse online while also empowering them to become digitally savvy. 
Story image
Grasping the opportunity to rethink the metrics of a sustainable data centre
A data centre traditionally has two distinct operations teams: the Facility Operations team, and the IT Operations team. Collaboration between them is the key to defining, measuring, and delivering long-term efficiency and sustainability improvements.
Story image
Application Security
What are the DDoS attack trend predictions for 2022?
Mitigation and recovery are vital to ensuring brand reputation remains solid in the face of a Distributed Denial of Service (DDoS) attack and that business growth and innovation can continue.
Story image
Cradlepoint expands its Cellular Intelligence capabilities
Cradlepoint has announced additional Cellular Intelligence capabilities with its NetCloud service.