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Uspješni MSP (eng. Managed Service Provider) programi - Proactive

Reference

Program proaktivne podrške je zapravo prvi pravi MSP (eng. Managed Service Provider) program s naše liste. To je prvi program s kojim zauzimamo holistički pristup kada je u pitanju upravljanje klijentskim okruženjima. S proaktivnim programom stavljamo sve klijentske uređaje (servere, radne stanice, mobilne i mrežne uređaje itd.) pod preventivan nadzor. Program se fokusira na prevenciju problema, a cilj mu je osigurati stabilnost informacijskog sustava i nesmetani kontinuitet poslovanja.

Sastavni dijelovi Proactive programa:

  • Podrška informacijskim sustavima
  • Upravljanje sigurnošću
  • Sigurnosna pohrana i zaštita podataka
  • Cloud usluge
  • Profesionalne usluge

 

Ono što je važno za naglasiti jest da Proactive program služi za preventivan nadzor korisničkih sustava. U uslugu preventivnog nadzora uključeno je i rutinsko održavanje sustava kao na primjer primjena zakrpa, nadzor i upravljanje servisima, čišćenje i optimizacija uređaja, ali ne uključuje otklanjanje većih problema ili nadogradnju korisničkog sustava. Na primjer nadzorom utvrdite da je potrebno zamijeniti ili nadograditi diskovni sustav na korisničkom serveru. Detektirali ste problem, obavijestili korisnika i predložili korake koje je potrebno poduzeti za otklanjanje problema no izlazak na lokaciju i zamjena tvrdih diskova ne ulazi u cijenu proaktivnog nadzora i plaća se dodatno. Pružatelji usluga obično naplaćuju korisnicima znatno nižu cijenu za dodatne usluge zbog toga što su pretplaćeni na uslugu proaktivnog nadzora. Kroz preventivno održavanje korisnicima nudite uslugu detekcije i prevencije, ali i manje troškove otklanjanja problema.


Podrška informacijskim sustavima

U ovom slučaju govorimo o preventivnom nadzoru svih poslužitelja, radnih stanica, vatrozida, usmjerivača, preklopnika i SNMP uređaja poput pisača ili višenamjenskih uređaja. Preventivan nadzor olakšava pružatelju usluga otkrivanje potencijalnih problema i njihovo uklanjanje prije nego što uzrokuju komplikacije ili pad sustava. Jednostavnim nadzorom tvrdih diskova možemo spriječiti potencijalne probleme i izbjeći skupe zastoje.

Upravljanje sigurnošću

Sigurnost se temelji na antivirusnoj zaštiti, upravljanju zakrpama, nadzoru i zaštiti e-mail sustava i vatrozida. Detaljniji uvid u sigurnost korisničkog sustava zahtijeva konstantan nadzor kritične korisničke infrastrukture, SSL certifikata, domena, promjena u Active Directory okruženju (brisanje ili dodavanje korisnika, dodjeljivanje prava), promjena unutar konfiguracijskih datoteka, unutar e-mail sustava (preusmjeravanje sadržaja korisničkog pretinca) i slično. Potrebno je imati konstantan uvid u sve izmjene kako bi bili sigurni da korisnički sustav nije kompromitiran.

Sigurnosna pohrana i zaštita podataka

Preporučuje se pružatelj usluga uvijek implementira vlastito rješenje za sigurnosnu pohranu, ali često je slučaj da korisnik već ima rješenje za sigurnosnu pohranu. U tom slučaju davatelj usluga samo preuzima kontrolu i upravljanje nad poslovima pohrane podataka. Obično je to sigurnosna pohrana kritične infrastrukture, ali davatelj usluga može dodatno ponuditi sigurnosnu pohranu radnih stanica na lokaciju u oblaku ili dodatnu off-site lokaciju.

Cloud usluge

Upravljanje korisničkom infrastrukturom za nesmetan pristupa aplikacijama i podacima pohranjenim u oblaku, kao i stalnu i pouzdanu internetsku vezu jedna je od glavnih briga proaktivnog programa. Gubitak internetske veze nešto je što će korisnik primijetiti vrlo brzo i što može značajno utjecati na produktivnost tvrtke.

Profesionalne usluge

Na ovoj razini potrebno je pružati usluge tehničkog i financijskog (vCIO, vCTO) savjetovanja kako bi korisnicima olakšali kompletan proces odlučivanja kada je u pitanju daljnji razvoj i unapređenje njihovog poslovanja.


Kako kreirati uspješan paket proaktivnih usluga?

Kako biste pružili uspješnu i profitabilnu uslugu proaktivnog nadzora za sve svoje klijente, trebate smanjiti vrijeme koje vaši tehničari provode na klijentskoj lokaciji i vrijeme koje provode na rješavanju problema. Većina pružatelja usluga oslanja se na automatizaciju svakodnevnih zadataka. Automatizacijom proaktivnog nadzora značajno ćete povećati profitabilnost svojih usluga i vaši tehničari će moći više vremena fokusirati se na druge projekte ili usluge koji stvaraju dodatni prihod. Možete automatizirati svakodnevne zadatke, poput primjene zakrpa, rješavanja manjih problema kao što su pad servisa, problemi s aplikacijama ili čišćenje radnih stanica kada performanse padnu na određenu razinu. Svaka podrška koja ne spada u vaš proaktivni program naplaćuje se dodatno i daje vam prostor za dodatnu zaradu.

Dolazak na lokaciju korisnika

Što više usluga možete pružiti s udaljene lokacije, bez dolaska na korisničku lokaciju, to bolje za vas. Međutim, ne smijete potpuno prestati posjećivati ​​svoje korisnike. Preporučljivo je ugovoriti mjesečni ili kvartalni termin za sastanak. Tijekom tog sastanka možete napraviti pregled mjesečnih izvješća, trenutnog stanja sustava i rezultate pruženih usluga. To bi trebali biti sastanci na poslovnoj razini, bez ulaska u tehničke aspekte vaših usluga. Sastanci bi trebali biti savjetodavne prirode i možete usput predložiti poboljšanja sustava ili nadogradnju postojeće infrastrukture u slučaju da je potrebna.

Cijene proaktivnih usluga

Ovise o tipu uređaja koji nadzirete (server, radna stanica, mrežni uređaj) i Vašim troškovima. Kada analizirate troškove Vaših usluga uvijek je potrebno uzeti u obzir troškove alata koje koristite za pružanje usluga, troškove Vašeg osoblja i vrijeme potrebno za pružanje određene usluge. Da bi mogli definirati vrijeme potrebno je prvo detektirati usluge koje uključuju vremensku komponentu (rutinsko održavanje, primjena zakrpa, sigurnosna pohrana, izvješća itd.) i zatim procijeniti vrijeme potrebno za izvršavanje svake od njih. Ta procjena se bazira na koracima koje je potrebno napraviti kako bi usluga bila izvršena. Nakon što definirate korake potrebno je vidjeti koje korake možemo automatizirati i sve što ne možemo uračunati u vrijeme potrebno za izvršavanje usluge. Za sada ćemo Vam pružiti uvid u prosječne cijene proaktivnih usluga na razini Europe (podaci prikupljeni od naših partnera), a detaljnije informacije ćemo pružiti kroz radionicu na temu kreiranja cijena za MSP usluge. Predložak s cijenama, Proactive services datasheet koji detaljnije opisuje uključene usluge i power point prezentaciju na temu proaktivnih usluga možete preuzeti na našim web stranicama.


Za preuzimanje predložaka molimo Vas popunite priloženi obrazac. (Proactive services datasheet, Average pricing for EU, Proactive service presentation)

MSPBusiness

* ENGLISH VERSION *

Proactive Support Program is actually the first real MSP program on our list. You can find the details about Reactive and A La Cart program in our previous articles. With Proactive services program we take a holistic approach when it comes to managing client environments. That means we put all client devices (servers, workstations, mobile and network devices, etc.) under preventive monitoring and maintenance. The program goal is to detect and prevent problems, ensure system stability business continuity.

Types of services you can usually find in Proactive program:

  • IT Support
  • Security
  • Backup & Data protection
  • Cloud
  • Professional services

 

What is really important to emphasize here is that the Proactive program is focused on preventative monitoring and maintenance. That includes routine system maintenance such as patching, monitoring and management of services, cleaning and optimization devices, but it does not include troubleshooting major problems or upgrading user system. For example, through monitoring you detect that specific hard disc needs to be replaced to prevent RAID failure and server downtime. You have detected the problem, notified the user, and suggested steps that need to be taken to resolve the issue, but going to the customer site and replacing the hard drives is not included in proactive monitoring and is charged extra. Providers typically charge users a significantly lower price for additional services because they are subscribed to their proactive monitoring service. With Proactive monitoring program you offer detection and prevention of downtime for your customers, but also lower costs of resolving issues.


IT Support

In this case we are talking about preventive monitoring of all servers, workstations, firewalls, routers, switches and SNMP devices such as printers or multifunction devices. Preventive monitoring makes it easier for service provider to detect potential problems and eliminate them before they cause bigger problems or downtime. By simply monitoring hard drives, we can prevent potential problems and avoid costly downtime.

Security

Security is based on anti-virus protection, patch management, monitoring and protection of email systems and firewalls. Better security insights require constant monitoring of critical user infrastructure, SSL certificates, domains, Active Directory environments and cloud applications. It's really important to monitor changes made within configuration files, Active Directory environment (deleting or adding users, assigning rights), Email system (redirecting user mailbox content) and similar. It is necessary to have real time overview of these changes to ensure that the user system is not compromised.

Backup & Data protection

It is recommended that the service provider always implements their own backup solution, but quite often is the case that the user already has backup solution and the provider only assumes control and monitoring of backup operations. Typically, this is backup of critical infrastructure, but the service provider may additionally offer backup of workstations to a cloud location or an optional offsite storage service.

Cloud services

Managing a user infrastructure for seamless access to applications and data stored in the cloud, as well as constant and reliable internet connection is one of the main concerns of a proactive program. Losing their internet connection is something that the user will notice very quickly and which can have a significant impact on their productivity.

Professional services

At this level it is required to provide technical and financial (vCIO, vCTO) consulting services to clients management team in order to keep them engaged and help them with decision-making process when it comes to improving and upgrading their business systems.

How to create a successful Proactive program?

In order to provide a successful and profitable proactive monitoring and maintenance services across all of your customers you need to minimize the time your technicians spends on customer site and time they spend on resolving issues. Most MSP's rely on automation to make day-to-day tasks easier. By automating proactive monitoring, you will significantly increase the profitability of your services and your technicians will be able to focus more of their time to other projects or services that generate additional revenue. You can automate daily tasks such as applying patches, troubleshooting smaller issues such as service crashes, problems with applications, or cleaning up workstations when performance drops to a certain level. Any support that does is out of the scope of your proactive program is charged extra and gives you room to make extra profit.

Visits to the customer site

The more services you can provide from a remote location without coming to a customer site, the better for you. However, you must not completely stop visiting your customers. It is advisable to arrange a monthly or quarterly appointment to meet with the customer. During this meeting you can go through monthly reports, current system state and results of provided services. These should be business-level meetings, without going into the technical aspects of your services. Meetings can be used for consulting services and you can use this time to suggest improvements or recommended upgrades to existing infrastructure if such thing is needed.

How to create pricing for your services?

Pricing depends on the type of device you are monitoring (server, workstation, network device) and costs you have to provide the service. When analyzing the costs of your services, you should always consider the costs of the tools you use to provide the services, the costs of your staff, and the time it takes to provide a specific service. To be able to define time, it is necessary to first detect services that include a time component (routine maintenance, application of patches, backup storage, reports, etc.) and then estimate the time required to complete each of them. That assessment is based on the steps that must be taken to provide the service. Once you have defined the steps, you need to see what can you automate, what can't be automated and add in the time required to complete the service. For now, we will provide you with an insight into the average pricing of proactive services for EU region (data collected from our partners) and provide you with more detailed information through a workshop on pricing for MSP services. You can download the pricing template, Proactive services datasheet and power point presentation below.


To download your datasheet templates please use the download form. (Proactive services datasheet, Average pricing for EU, Proactive service presentation)

MSPBusiness