Building a new MSP

[Rick Pontius]

Hello all,

My name is Rick and I am new here. I had a few questions concerning building a brand new MSP.

Caveat. I am new to the TruMethods system and have been watching the videos quite a bit and I am through the first three modules. We are building a brand new MSP and myself and another co-worker have been having discussions with each other and we engage with our CEO/owner once in a while too.

In terms of Centralized Services I have heard Gary say that this is like a NOC. Our intention is to have a NOC/SOC together with a focus on Security services as well as traditional help desk. I haven’t seen a whole lot on Centralized Services, how it should be staffed and what an average cost of employee is or at least examples of such. But they haven’t broken out a section like for instance Technology Alignment or vCIO in terms of the videos. I am rather new and my focus has been on videos so forgive me if I have missed something.

My other question really concerns the length of help desk calls. Now I would assume this is traditional type desktop stuff when you consider the amount of endpoints per Help Desk staff. I’ve worked in that environment and yes the calls can be much shorter. A lot my personal experience though has been more on networking/storage type calls. These calls can literally take all day which then blows out the idea of keeping a call in that 15 minutes or less range. How is this addressed in the TruMethods system?

Does anyone here have experience in building a new MSP? What are some of the hurdles that you encounter? We are looking at building out the help desk and Centralized Services to get that operational first and then as we add customers since we have none right now we aim to get more into the Technology Alignment and vCIO portion of the “4 squares”.

Lastly, since we intend to create a blended MSP/MSSP has anyone done that? How have customer responses been to having more security services within the scope of your offerings?

Thank you for your time and help!

Sincerely,

Rick

[George Felton]

Hi Rick Kinda in the smae Place going from breakfix to msp
And I am starting think Kasyea is kind of blowing Smoke up our asses Really If you had no respones in 8 months on a highly professional orginazation….Hmmm

[joe@ashcatek.com]

Hi! I Would love to connect with you both and share more! My firm is on our 3.25th year as a new MSP. joe@ashcatek.com

[Kevin Bissinger]

Just in case anyone else comes in here curious like I am, here’s the answer to this: My other question really concerns the length of help desk calls. Now I would assume this is traditional type desktop stuff when you consider the amount of endpoints per Help Desk staff. I’ve worked in that environment and yes the calls can be much shorter. A lot my personal experience though has been more on networking/storage type calls. These calls can literally take all day which then blows out the idea of keeping a call in that 15 minutes or less range. How is this addressed in the TruMethods system?

The idea behind this, if I understand it correctly, is more about how long you’re keeping the client themselves on the call. Not the ticket time in general. Ideally you spend that 15 minutes getting all the relevant information you’d need from the end-user and give them a workaround or another device to be able to perform their required job functions, then you can let them go while you spend time with the device directly and independently attempting to resolve the issues. Unless your end-user is an experienced IT professional there shouldn’t be any good reason for them to stay on the phone with you if you have the right infrastructure in place.

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