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How to Choose a Managed Services and Security Provider

In this episode of Tech Tuesday, Dave Hodgdon和John Maher一起讨论如何选择托管服务和乐博捕鱼app下载提供商. 他解释了在做出选择时应该考虑什么,并谈到了选择具有乐博捕鱼app下载经验和专业知识的MSP的重要性.

John Maher: Welcome to Tech Tuesday, brought to you by 乐博捕鱼app下载, a managed services and security provider in Portsmouth, New Hampshire. 我是约翰·马赫,今天和我一起从乐博捕鱼app下载来的是戴夫·霍奇顿. Welcome, Dave.

Dave Hodgdon: How are you doing today, John?

托管服务提供商、托管服务和乐博捕鱼app下载提供商和经销商之间的区别

John: Good, thanks. 所以戴夫,今天我们来谈谈如何选择托管服务和乐博捕鱼app下载提供商. 受管服务提供者或MSP与受管服务和乐博捕鱼app下载提供者之间有什么区别, and then also a reseller?

Dave: Those are great questions, John. Most of us in this industry have evolved. 在过去,你被称为临时修理店,你差不多每小时就能完工.

Managed Service Provider

Dave: 2007年左右出现了一个管理服务提供商的术语, 你有一个可预测的或经常性的收入模式,而不是坐等火灾发生. You kind of got more proactive. You started monitoring. You started showing up on a regular basis. 因此,托管乐博捕鱼app已经存在了大约15年. 在过去的五年中,他们真的接纳了很多客户. 我们行业中的许多人正在转向所谓的托管服务和乐博捕鱼app下载提供商.

Managed Service and Security Provider

Dave: 乐博捕鱼app下载性是所有托管服务的一个非常大的组件. 我们认为这可能是发展最快的,也是最难处理和管理的. But without that, 我觉得如果你不是在托管服务和乐博捕鱼app下载环境中工作, 作为托管服务提供商,您的业务不会增长. You’re going to start losing some of your clients, because that’s a key aspect, to make sure your clients are secure.

Resellers

Dave: Resellers, really just selling products. There’s a lot of people out there. You’ve heard of PC Connection, Newegg. There’s a lot of people that just sell products. In the old days, yes, we sold products. We were known as a reseller. You just resold Apple, you resell HP, you resell Dell, 但你没有真正的服务端连接到它. 这种模式并没有什么问题,但你们只是在以较低的利润炮制产品. 我们的重点是成为受管理的服务和乐博捕鱼app下载提供商,为客户提供他们需要的一切.

托管服务和乐博捕鱼app下载提供商提供什么类型的乐博捕鱼app下载?

John: When I think of a security company, 一般来说,我想到的是门上的锁,可能还有监控摄像头之类的东西, 但是你更多的是在谈论网络乐博捕鱼app下载之类的事情吗?

Dave: Exactly, John. From the gateway, the firewall, having a written information security plan in place, from doing a risk assessment. And the risk assessment, of course, 会带来怎样的必要措施来减轻赎金袭击的风险, and that’s everything from multi-factor authentication, from a password manager, to doing a web gateway, to a mobile device manager, to having email encryption. There’s many components to secure your data.

How to Differentiate Between MSPs

John: Now, 如果我正在寻找托管服务和乐博捕鱼app下载提供商, maybe I’m looking online and I’m seeing what they do, 他们似乎都在做类似的事情. 我有哪些方法可以区分托管服务提供者?

Dave: That’s a great question, John. It’s similar to when you go shop for a car. You know what you’re going to get. It’s not vapor. A lot of things, when you’re doing services, 对我来说,很多东西几乎是无形的,难以区分的. You guys all sound the same, so how can you really differentiate what they’re doing, an apple or an orange?

It’s not as transactional, like when you buy your house or car, 因此,您确实需要理解一些术语并提出一些关键问题,以真正了解这个托管服务提供者可以提供什么. 他们真的是一个拥有可靠记录的托管服务提供者吗? Do they have blueprints in place? 他们是否有一份已经存在一段时间的客户名单? How’s their technical staff? 您可以深入研究许多事情,了解真正的托管服务提供者是什么.

What Is an OML?

John: 什么是OML,为什么当你与你的MSPs交谈时,这个问题很重要?

Dave: OML代表操作成熟度级别,他们会给你1 2 3 4 5的评级. 当你开始采用,开始练习,并将流程落实到位, you start going up the ladder in the maturity level. It’s showing that you care about your process. You care about making money. You care about your people. 如果你正在做这些事情,并且你遵循着一个特定的轨迹或蓝图, you will have success, 很明显,你照顾的客户, they can feel the difference.

Questions to Ask Potential MSPs

John: 你提到了一些你可以问MSP的问题, if you’re sort of interviewing them, if you will, and trying to figure out whether they’re right for you. 对于潜在的MSP,你还应该问些什么问题呢?

Getting to Know the MSP

Dave: 这很好,John,因为不是所有托管服务提供者都是平等的. 你可以问很多问题来了解他们的不同之处,比如他们有乐博捕鱼app下载系统吗? Do they have the cloud and Azure? What’s their depth of their technical skillset? 在你雇佣这个人之前,你要确保他有良好的工作记录, they have a great client retention, they’re knowledgeable and they communicate with you. 我们总是想出一些问题,我们希望他们问我们,我们可以回答. 我认为很重要的一点是,如果他们在寻找其他供应商,他们会怎么做.

Learning About Their Experience and Capabilities

Dave: 举几个例子,约翰,你从商多少年了? There’s a big difference between 25 and two. How many employees are on your technical staff team? That can kind of show you your response time. If you’re three or four versus 15 or 20, 你如何能在一个小员工的情况下,在100个客户中获得高的回复率? How can they possibly get onsite? So, knowing how many are on the technical team. Do they have a true 24 by seven help desk. In today’s world, we know that’s an important thing. How many managed clients do you have right now? Is it three to four? Is it a couple hundred? You can start doing the math. 如果他们有几百人,而只有三四个人, that’s a red flag warning that, how are you going to get that customer service?

Asking About Their Processes

Dave: 他们是否为添加新用户而重复做的某些事情制定了蓝图, adding a new PC system, adding a new firewall? 当你日复一日地做这些事情的时候,你就会改进你的过程,把它们写下来. How will you help with my IT strategy? Could you offer risk assessments? What is your actual response time? 很多人说这是未知的,当你放入一张票, their ticket might say they responded in two minutes, but when do you, John, when do you actually speak to a person? They could be waiting a day right there.

Finding Out About Their Success Strategies

Dave: 我认为你能给公司带来的最大价值就是沟通, that dedicated client success manager, and really helping them with their roadmap. I can’t tell you, John, 当我和新客户谈话时,我问了多少次, do you have a current technology plan? Do you mind sharing that with me? 90 percent don’t have a plan and they can’t share. It’s kind of like sailing your ship right there. 如果你不知道你要去哪里,你的指南针,这是否意味着没有预算? You don’t know where you’re going.

我们的目标是帮助企业到达他们想去的地方. 如果我们知道他们想去哪里,我们就可以帮助他们把技术带给他们. 我们不希望他们在不知道1美元的含义的情况下花费1美元. 如果他们不需要,他们没有理由购买X.

What Differentiates 乐博捕鱼app下载 From Other MSPs?

John: 你觉得乐博捕鱼app下载与其他MSPs有什么特别之处?

1. 乐博捕鱼app下载’s Hiring Process

Dave: Well, 我想首先是每个人都推销自己的人, but our hiring process, 重要的是,我们的技术人员的能力水平要达到或超过我们的要求. 约翰,我们的安保措施发生了巨大变化. You have to have good security and practice in place. 我们非常努力地与我们的客户一起工作,这是员工或员工在企业中看到的第一件事.

2. Blueprints for Success

Dave: if you’re setting up a new PC. 如果你不能确定他们需要什么,所有的应用程序,打印机. You’re doing it day in, day out, and if a different person shows up, they do it differently than the other person. You need a blueprint, because if that goes well, 它们不会在接触点发出噪音.

3. Consistent Solution Stack

Dave: 我认为有一个一致的解决方案堆栈是很重要的. You can’t support everything under the sun. 你必须留下来,这样你就知道你会给他们想要的服务水平, and you can’t support 10 firewalls. 就像当你去汽车经销商,他们不卖10种类型的汽车. 他们可能会以卖二手车为副业,但他们主要关注的是自己的主要产品线. That’s what their sales staff know. That’s what their techs know.

4. VCIO Meetings

Dave: 但我认为最重要的是,约翰,我们所说的区别,是我们的VCIO过程. We kind of break it down to the IT strategy. It is clearly defined as having a technology plan, having a roadmap, having a budget, and having a timeline. 还会随着业务变化进行调整,比如去年在新冠肺炎疫情期间. A lot of businesses had plans. They changed from what they originally thought, 但他们有一个工作计划,而不是只是猜测和投掷飞镖.

5. Using Experience to Improve Processes

Dave: 但我认为这是非常重要的,约翰,随着你变得更成熟,你的过程也会变得更好. Your internal people understand the system. It’s much easier to onboard people. 当我们的新员工开始工作时,对他们来说并不混乱. 我们清楚地定义了我们在第一个月对他们的期望, 我们会尽一切努力确保这个人能加入, 因为他们是家庭的一部分,是支持客户的团队的一部分. 如果我们不能正确地引导他们,就很难为客户提供支持.

What Happens When a Business Transitions to a New MSP?

John: 所以大多数客户可能会担心改变,他们可能只是在处理他们当前的问题. They don’t really have that plan in place, like you said, and they’re kind of burying their head in the sand. Maybe they don’t even want to talk to a new MSP, 因为他们害怕所有的问题会被发现. 乐博捕鱼app下载如何帮助他们的客户过渡到一个新的MSP?

Dave: That’s a great question, John. 改变是困难的,无论你的供应商或承包商,甚至改变你的互联网供应商. You have to think that out through. 我认为这是我们为客户做的最难的项目之一,反之亦然. 有很多东西需要学习,但我们在这个入职过程中非常努力. It’s our blueprint.

Everything it takes from the initial meetings, from how it’s going to happen, how we communicate with the outgoing MSP, what the cut-over date looks like, how we’ll train your staff, how you get access to us, 刚开始的几天我们会怎么牵着你的手. 这是你专注的客户成功经理,他将是你在两组之间的联络人. 在30天的入职过程后,我们的状态很好.

We’re going to come back to them, John. How did we do? What was missing? Here’s the few critical issues. Because when we take on, they don’t know everything either, and we could be finding something when we set up. No wonder why you had all these problems. They just kind of, I’m putting a bandaid on it, 我们可能会看到两三件需要解决的事情. 我们的最终目标是,如果他们没有向我们提交门票,我们就做得很好. 如果他们能工作而不提交罚单,我们就完成了我们的工作. 所以我们能记录的越多,我们就能越及时地让他们加入. 改变是艰难的,最初的几周我们正在了解他们的系统, but when they see our blueprint to how it works, it’s just the ice cream on the cake.

How Does 乐博捕鱼app下载 Prioritize Clients’ IT Concerns?

John: 你可能也会遇到有90件事情要做的客户, and everything kind of seems like a priority. How do you help to sort of prioritize, “All right, this is what really has to be done in the first month, 这些事情可能会被推迟几个月或六个月。”?

Dave: I’m glad you just asked that right there, because I think the reason they’re making a change, there’s been a lot of projects or ongoing issues. 没有计划,甚至没有扩建,要建造自己的房子是非常困难的. 有些事你不仅要通过市里的审批还得经过, 如果你需要一个网站审查或者你需要一些关于房子的不同的东西. You need to get on board with what they have. You need to know what’s going on. 我们很难告诉他们做X直到我们理解了,约翰. So when we tell them 30 days, we don’t want to change. “先让你入伙,然后我们再谈.”

然后我们会讲到你和我谈到的路线图,VCIO. Then we’ll prioritize those, 因为我们可能发现了比他们认为的问题更重要的东西. It could have just been a bandaid. We’d rather fix the root of that. 所有的项目都要花钱,所以我们要确保有适当的预算. 我们会优先考虑这些,因为一些项目应该在另一个项目之前完成. “在我们解决这个问题之前,你真的不能做这个.” But they do like having that communication. It is their skin in the game. 我们想知道他们的目标,他们的问题,他们的问题,因为我们是来帮助他们的.

Contact 乐博捕鱼app下载 for Managed Services and Security Today

John: All right. Well, that’s really great information, Dave. Thanks again for speaking with me today.

Dave: My pleasure, John.

John: 欲了解更多信息,请访问pcgit的乐博捕鱼app下载网站.com or call (603) 431-4121.