Managed Services

WHAT IS A MANAGED SERVICE PROVIDER (MSP)?

A managed service provider (MSP) offers management and support of IT network-based services, applications and equipment to businesses, individuals and other service providers. As businesses become increasingly dependent on IT and require more complex systems to conduct their operations, the need for reliable MSPs that allow business owners to focus on their core functions has become critical.

The scope of service provided by an MSP tends to vary according to their customers’ needs and may involve simple system upgrades to full network management and support. The key element of this service offering is that it is preventive in nature.

What is Remote Monitoring and Management (RMM)?

Remote monitoring and management solutions are used by MSPs to better manage their customers’ needs and provide efficient support. Agent-based RMM solutions are typically more stable and reliable because they require less network traffic. Remote agents can connect without VPNs, firewall issues or

router configurations and can perform tasks even while offline. Once deployed to the target servers, the agents are used to perform a multitude of tasks automatically, allowing for preemptive network management without interruption to the end-user.

What are Proactive Managed Services?

Proactive managed services involve the continuous monitoring of computer and network health. The powerful RMM tools currently available to MSPs support very early detection of issues before they result in customer downtime or data loss.

In the past, IT solution providers operated under the reactive model. In light of currently available technology, the reactive (or break-fix) model has become obsolete, as it is highly inefficient. New agent-based, probe technology is used by MSPs to monitor the health and performance of customer networks and to provide preventive maintenance services without any kind of disruption or interruption to end-user activities.

Below is a description of how these two models operate.

REACTIVE MODEL

  1. An IT issue is detected.
  2. You contact your IT solution provider.
  3. Once you reach your IT solution provider, you describe the issue as you understand it.
  4. If the issue cannot be resolved via email or phone, your IT solution provider will need to travel to your location.
  5. Once at your location, the issue is properly diagnosed.
  6. The issue is resolved.

PROACTIVE MODEL

  1. An RMM tool conducts oversight of your network and IT assets 24/7.
  2. The RMM tool alerts your MSP to a potential issue or that an issue is about to occur.
  3. A centralized dashboard allows for remote diagnosis and remediation of the issue by the appropriate technician.

Following a proactive managed services model results in a stable IT environment with little to no downtime for your network and pre-established, recurring IT service fees for you. RMM solutions also allow for detailed reporting of the services provided, network status and performance, and improved allocation of your IT funds.