ChannelPro-SMB - Erick Simpson

Virtualization: Defined

Erick Simpson — Wed, 07 Oct 2009 15:00:00 GMT

Virtualization¦

Utility Computing¦

Cloud Computing¦

These are the buzzwords of the new age. It seems almost incredible that only a few short decades ago the world witnessed the birth of the personal computer, and now industry experts and pundits alike argue over its imminent demise in terms of how we have used it in the past. As the promise of cheap, reliable bandwidth gave rise to the explosive growth and popularity of the Internet, the reality of virtualization gives rise to cheap, reliable hosting, storage and application services with the promise of perhaps unlimited computing power, powering terms such as Utility Computing and Cloud Computing.

Luckily for us, we have an industry expert on Virtualization to lead us by the hand and help us navigate what, for most of us are uncharted waters. I have known Dave Sobel for many years now, and he has become not only a member of my close inner circle, but also my personal Virtualization Advisor. Have you ever heard the expression "you know what you know?" Well, Dave's experience in designing, delivering and supporting numerous Virtualization scenarios, and in working with the top Virtualization vendors and their solutions means that Dave knows. Not only does Dave know what he knows, but he knows more than anyone else I know about the topic of Virtualization--so much so that these very same vendors also look to Dave for his feedback and assistance with their products and solutions.

The words above are an excerpt from my foreword for Dave's book Virtualization: Defined - A Primer for the SMB Consultant. Dave Sobel is CEO of Evolve Technologies, an IT consulting firm in Washington, DC.

I'd like to invite you to Dave's Microsoft 5w25 Webinar on Virtualization on Wednesday, November 18th at 9am PDT, where the focus will be on how to build your Virtualization Consulting Practice, learn about server consolidation assessments, Virtual Desktop Infrastructures, and how to deliver high value solutions to your clients.

Click here to register

Follow Â Dave's Virtualization Blog here

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ErickÂ SimpsonÂ
MSP University
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The CompTIA MSP Partners Acquisition

Erick Simpson — Tue, 06 Oct 2009 13:33:32 GMT

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The ink is already drying on the acquisition of MSP Partners by CompTIA, so some of this information might not be new to some, but additional comment and clarification is warranted given the significance of this event.

The tone from those who weigh in on this is generally positive and Iâd like to add my support. I commented on the acquisition which was posted in an online article published on the MSPMentor website by Joe Panettieri. You can read his article here.

Here is my comment as posted on MSPMentor in full:

âThis acquisition makes complete sense to me, and highlights CompTIAâs new vision and approach to achieving their business goals. As you note, CompTIA and MSP University continue to work together to provide value to our respective members and the channel at large in the spirit of healthy coopetition. Coopetition only works if the coopetitive parties work together to identify areas of overlap as well as opportunities, and partner to discover the best ways to leverage these opportunities while mitigating potential conflicts. CompTIA, MSP Partners and MSP University are examples of organizations that actively seek out these types of relationships. Congratulations to CompTIA and MSP Partners.â

There are good things that will come from this acquisition.

First is a spirit of âcoopetitionâ as mentioned. Sure, there might be some overlap in focus between MSPAlliance and CompTIA, but for the greater part, they complement one another and benefit by a close,Â constructive relationship where their goals are aligned. With this acquisition CompTIA adds yet another compelling reason for non-members to join its organization, and provides an excellent Managed Services resource for its existing membership to benefit from.

Next, MSP Partners gains a valuable allyÂ and partnerÂ in a much needed area: MSP marketing and assistance therein. The synergy of the merging should not be lost in the shuffle here. Both bring value, experience and coreÂ competencies with them which will only strengthen the MSP market segment.

Finally, the hard work has just begun. Now CompTIA can set about to channel efforts towards end user awareness and the benefits of MSP partnering. Members will be encouraged to deepen their roots in the market by providing not just valuable tools for existing client relations, but in creating new opportunities as well.

In a day and age that is filled with organization failures, distrust and rampant fear, we see this event as one that will help, not hurt our industry and those who depend upon the resources that help them become everything that they were created for in the first place.

In the spirit of full disclosure, I'll note that bothÂ CompTIA and MSP Partners are MSP University sponsors, and we work closely with themÂ from a sponsorship, consulting and fulfillment relationship, as well as MSP Partners' founding organizations Cisco, Ingram Micro, Intel, Level Platforms and Microsoft.

Pre-Order MSPU's New Book The Best NOC and Service Desk Operations BOOK EVER today!

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ErickÂ SimpsonÂ
MSP University
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Subscribe to our Newsletter hereÂ
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The Cloud Needs a Manager or Two

Erick Simpson — Fri, 02 Oct 2009 05:01:57 GMT

By using cloud computing and virtualization technologies, corporate enterprises have gained advantages that they have never before realized: Â consolidated computing environments, reduced hardware and software management, and cost containment. As a result of continually decreasing costs and increased benefit, these solutions are now becoming widely utilized in Mid and Small business markets as well.

But for MSPs, new challenges have arisen by throwing multiple deliverables together into a constantly growing value-added smorgasbord for their clients. Â That is why you need to have a good management system in place to streamline your service delivery processes and increase your efficiencies. Â Here is what to look for in management systems:

Total Integration

For maximum efficiency you need a solution for managing networks, systems, servicesÂ and applications as well. Â But that is just the beginning.Â Â To best serve your clients, your solution requires other management capabilities as well, such as CRM functionality, robust reporting, invoicing, asset management, integration with your accounting system, inventory control and more.

Cross Computing Environments

The ability to use these solutions in cross-platform environments is a key component made increasingly moreÂ necessary as market share is gained by operating systems other than Microsoft Windows -Â hence the need for not onlyÂ Windows support, but Linux/Unix, Mac compatibility and more.

NOC and Service Desk Tools

The ability to auto-generate trouble-tickets based on alert conditions and remediate simple incidents through scripted responsesÂ makes maintenance and service much more proactive, efficient and effective.Â Popular RMM tools such as Kaseya andÂ Level Platforms offer these capabilities, along with a host of other features to offload many of the labor-intensive chores of a NOC such as patching and updating devices, operating systemsÂ and applications. Maintaining a robust knowledgebase is a keyÂ to speeding identification and remediation of previously resolved issues, and this componentÂ is included in most PSA solutons on the market today, such as ConnectWise, Autotask and Tigerpaw.

The next question in this discussion: Â do you allow your clients some level of management and customization in your toolset? Â The answerÂ to that will depend on the client and the reasons for providing some of that control. Again, mostÂ popular RMM and PSA solutions offer some level of access and rights management for additional users, so you may decide to share these benefits, or even market them to your clients when it makes sense. Does doing so invite the possibility for conflicts and configuration problems to occur?Â Â Certainly, but the bigger issue is one of meeting client needs and flexibility.

With stringent guidelines in place and carefully monitored access, certain parts of your MSP tools can be client managed. Â This will allow a client to feel less like a customer and more like a partner - especially if you service the Mid and Enterprise markets, where the potential for your supporting an internal IT resource or team is more likely, and sharing your toolset can build a stronger relationship. On the other hand, this can also uncover inadequacies in the internal IT resource or team, so tread lightly here, and work to help these resources improve their efficiencies and effectiveness, garnering their trust and support. This way you are perceived as theÂ Trusted Advisor from both the decision maker and their IT resource(s).Â And isnât that what you want?

With the above systems fully implemented, you will be able to provide effective management for your clients' environmentsÂ as well as for your own internal operations.Â Â

Resource management in a cloud computing environment is challenging to say the least. RMM and PSA solutions are being revvedÂ to support these solutions. Â That is why it is important for you to select and configure your solutions now, asÂ the more your client base grows and your solutions diversify, the more you will need these systems. Â And once they have been implemented, you will be better able to meet the needs of your clients, and keep your own cost structure under control as well.

Pre-Order MSPU's New Book The Best NOC and Service Desk Operations BOOK EVER today!

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ErickÂ SimpsonÂ
MSP University
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The 'One Stop' MSP Shop

Erick Simpson — Tue, 29 Sep 2009 17:52:26 GMT

The old saying âjack of all trades and master of noneâ is passÃ©. Â In the world of MSP offerings, you have to be able to offer what your clients need to add the most value to your business relationship. Â Here are a few tips that can help you accomplish this task.

Expand Your Knowledge

Be an avid reader of trends and happenings in the MSP field. Â Join discussions on the issues and offer your opinion. Â Soak up as much as you can on topics that you do not know about or understand. Â Take courses and attend conferences. Â Write an article on a subject that you need to learn more about which will force you to do some research.

One professional stated recently, âI was not as knowledgeable about VoIP systems as I should be until I was asked to be on a panel of service providers to help customers learn about and make wise choices for their businesses. Â It made me take a look at that area of our business and make changes so that we can now offer it in our suite of services.â

Focus on Your Strengths

Most MSPs have an area in which they are highly proficient and add great value. Â Look for ways to tie in other areas to that strength so that you are able to provide a sense of a âwell-roundedâ set of offerings for your customer.

For example, if you are good at networking monitoring and management, add asset management to your service offering line cardÂ by leveraging your network discovery and reporting capabilities.

Create Strategic Business Alliances

The ability to subcontractÂ for things that you do not do helps provide your clients a full range of services. Â You can also use this method while you ramp up your business to be able to offer these services yourself in the future if it makes sense. Â Another benefit of this is that you look larger in the eyes of your clients and prospects. Â Ask which comment you would rather have said of your business: Â âThey seem pretty small, Iâm not sure they could handle this.â Or âI like what I see in their offerings and think they would do a good job.â

Make sure that any business agreements are clearly spelled out in a document that is acknowledged and signed by both parties before proceeding with this type of a plan.

Itâs time to be the best MSP that you can be through your ability to service your cleints to addressÂ any need that they have. Â It is good for you and them, and it will help you grow your business at the same time.

Learn more about MSP University's philosophies on partnering to broaden your solution stack to become the trusted advisor that is perceived by your clients as their business partner with the ability to marshal the resources necessary to meet all of their current and future business needs in MSP University's The Guide to a Successful Managed Services Practice - What Every SMB IT Service Provider Should Know...

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ErickÂ SimpsonÂ
MSP University
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5 Tips To Prevent Insider Security Threats

Erick Simpson — Thu, 24 Sep 2009 17:52:20 GMT

As a Trusted Advisor and Business it is your responsibility to be aware ofÂ new security threats to ensure your clients remain protected at all times.Â And I'm not talking about electronic security threats - this is about human beings.Â One bad employee can ruin your company's good reputation.Â There are simply some things a computer cannot do, including judging an individual based on the information provided.Â Here are five tips to help you avoid insider security threats.

1. Background checks and employee pre-screening - The first and most obvious way to avoid hiring a person whose ethics may be questionable is by investing the time, energy and money in full background checks as well as other forms of employee pre-screening. Each potential employee should be vetted according to the position they are applying for within the company. Positions which carry larger responsibilities as well as exposure to sensitive information should require a more in-depth background check. Employees should understand that they have to pass a background check in order to be awarded the position - and keep it in the future. Background checks should include, but not limited to financial and criminal history.

2. Initial and periodic drug screening - You certainly don't want to hire an employee that fails a drug test - and periodic screening of all staff can identify potential issues before they become problems.

3. DISC and PIAV behavioral profiling - I remember clearly how hit-and-miss our success at hiring the right staff used to be before we discovered the value of utilizing DISC behavioral profiling in our hiring process. Based upon the groundbreaking work of William Moulton Marston Ph.D. (1893 - 1947) in the (then) emerging field of psychology, DISC measures four dimensions of normal human behavior:

Dominance - relating to control, power and assertiveness (how we respond to problems or challenges)
Influence - relating to social situations and communication (how we influence others to our point of view)
Steadiness (submission in Marston's time) - relating to patience, persistence, and thoughtfulness (how we respond to the pace of our environment)
Conscientiousness (or caution, compliance in Marston's time) - relating to structure and organization (how we respond to rules and procedures set by others)

We have not only been able to significantly improve our success rate at hiring the right staff since implementing DISC behavioral profiling, but we have used DISC profiles to help in team-building efforts.
The Personal Interests, Attitudes and Values Profile (PIAV) shows why a person works. It describes the traits that drive a person to work; that motivate action or create resistance.

The PIAV Profile ranks a personâs attitudes based on the following six core motivators, which reflect a personâs primary interests:

Theoretical--Truth, knowledge, objectivity.
Utilitarian--What is useful, what will work, what will make money.
Aesthetic--Expression, experience, harmony, beauty.
Social--People, relationships, nurturing.
Individualistic--Advancement, getting to the top, assertion of self.
Traditional--Finding the highest values in life, living according to an unquestioned set of rules.

A personâs attitudes play a major role in motivation. The PIAV profile describes the major categories of motivation in terms of interests, attitudes and values. The insights gained through the PIAV profile show us why people are moved to work hard, or not, on the job. Understanding these motivators helps managers handle employees in a more productive manner in order to get the best possible work out of them.
~Integrating DISC and PIAV behavioral profiles into your hiring process will provide you a withÂ insightful information to insure you not only get the right people on the bus, but also in the right seats on the bus - to borrowÂ a phrase from Jim Collins.Â Visit MSP University to find out how to get a complimentary DISC behavioral profile for yourself.

4. 2-Factor Authentication Tokens - Implement a 2-Factor Authentication solution for all staff requiring access to sensitive internal, as well as client network and data access. Assigning tokens to your staff that support this functionality allows you to avoid providing them the administrator passwords of any devices and services supporting this ability (most newer devices and operating systems do). See our friends at Scorpion Software for more information.

5. Make these actions a part of the company policy -Â Running background checks, drug screens, behavioral profiling and requiring secure authentication for potential new hires and existing staff is not the beginning and end of your responsibility as an employer.Â It is imperative that your company have a detailed policy which explains the rights and responsibilities of your organization as well as those of each employee. There should be no grey area as to what information is off limits or highly sensitive.Â The policy should also list what the repercussions are of crossing these boundaries.Â Security must be a part of the culture of the company.

Train managers to spot risky behavior-Â Managers must be in tune with the staff in order to spot changes in behavior that might indicate a security risk.Â While it is important for managers and employees to have an open and hopefully friendly relationship, close personal relationships should be avoided.Â Small companies have the advantage of fewer employees, yet any size company must make it a point to pay attention to changes in the behavior of their workers. Recognizing personal, financial and emotional problems in employees may be the best way to address and eliminate a security risk before it becomes a major problem.

Technology improves each day and in many cases makes our lives much easier; however at the end of the day, the human factor remains the one thing that technology cannot control.Â Therefore it is up to the owners and management team to create an atmosphere which stresses the need for security and the consequences should employees fail to meet that requirement.Â It is also important to remember not toÂ treat your employees in such a negatively security-conscious manner thatÂ it creates disgruntled and unsatisfied employeesÂ who then become the very thing you are trying to avoid -Â an insider security threat.

A happy workplace with specifically documented policies messaged consistently will create happy employees and happy employees are less likely to risk their job and their freedom with risky behavior.

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ErickÂ SimpsonÂ
MSP University
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Congratulations to Bulletproof Infotech - Finalist For Microsoft IMPACT Award

Erick Simpson — Wed, 23 Sep 2009 16:20:12 GMT

Congratulations to our friends at Bulletproof IT for achieving finalist status in this year's Microsoft IMPACT awards. Here is their official announcement:

Hot off the wire, Bulletproof InfoTech announced as a finalist for this year's Microsoft IMPACT awards.

What does this mean for those in need of a computer repair, IT service or computer consulting firm in Red Deer, Calgary and throughout Alberta? Many small businesses right here in Alberta run computer networks which are built on Microsoft solutions at their core. Businesses use Microsoft Exchange, Windows Server, SharePoint, SQL Server and a wide range of technologies to run their business and to ensure they are productive. Whether it is Windows XP or Vista computers, Office 2007 or an accounting solution built on Microsoft Dynamics, having the right IT partner in your corner is a needed asset for a number of companies. Your business must have a computer support firm you can trust. A firm who puts your business needs first and a firm who understands where you are today and where you need to get to. This is not a "nice to have" it is the cornerstone to business success. Information Technology systems can make your break your business. When you have the right system, your team is productive, staff are happy and revenues increase. When you make the wrong decision you will see an alarming increase in expenses, a revolving door of people and lost opportunities. Bulletproof InfoTech has been recognized by Microsoft Canada this year for our work in the Small Business Community and for creating a great customer experience. Isn't it your time you had a pleasurable customer experience with your technology support firm? To learn more about the Microsoft IMPACT awards click here.

Congratulations, Jeff, Rene and Stuart!

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ErickÂ SimpsonÂ
MSP University
Subscribe to my blog here
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Join MSP University FREE for all thingsÂ Managed Services