Jonathan Crowe

What is RMM? A Modern Definition Plus Evaluation Criteria for 2019

What is RMM?

RMM is short for remote monitoring and management. As the name implies, RMM software is used to do two things: a) gather information from remote endpoints and networks to assess their health; and b) perform various remote IT management tasks on them without disruption. Read more

Jonathan Crowe

Building the Right MSP Software Stack: 3 Key Evaluation Criteria Plus Do’s and Don’ts

managed-services-software-stack

Note: The following is an excerpt from The Break/Fix to Managed Services Transition Kit, which includes a 4-step action plan making the switch to managed services along with bonus templates and tools you can use to get started right away.

 

Choosing the right software stack to use internally and sell to your clients is no small decision. In addition to deciding what belongs in your managed services offering, it’s one of the biggest choices you have to make.

In many ways, you’re staking your success, your profitability, and — in the case of client-facing software — your reputation on the tools you use. So how should you successfully evaluate MSP software to make sure you’re building the stack you really need? Here are some key criteria and important do’s and don’ts. Read more

Jonathan Crowe

How Firing Customers Fueled This MSP’s Growth

Meet an MSP who was willing to turn his back on 25% of his revenue by saying goodbye to his worst clients. His only regret is he didn’t do it sooner.

 

Ivan was tense. He was about to have an uncomfortable conversation with one of his oldest and most problematic customers. The topic of discussion was all too familiar — there was another disagreement about payment that needed sorting out. But this time Ivan had documentation on his side. A signed agreement that the customer would pay a call-out charge for his next job.

Thanks to that document, the conversation could really be stripped down to one extremely clear, if potentially awkward, question: Would the customer follow through on what he agreed to do in writing, or would he not? Read more

Sal Sferlazza

Introducing NinjaRMM Credential Exchange: A Better, More Secure Way of Managing Privileged Credentials

2019 is nearly half in the books, and I’m happy to report the NinjaRMM team has been hard at work following through on our mantra of relentless innovation. Our latest major release, 4.2, is being rolled out today, and it includes some major new features and functionality that we’re all very excited to deliver to our partners. Read more

Jonathan Crowe

What to Include in Your Managed Services Offering to Land the Right Customers

what to include in managed services offering

Note: The following is an excerpt from The Break/Fix to Managed Services Transition Kit, which includes a 4-step action plan making the switch to managed services along with bonus templates and tools you can use to get started right away.

 

There’s no single right way to make the leap to offering managed IT services. Whether you’re starting a new company or transitioning from a break/fix model, there are many different paths you can take to become profitable and achieve success.

No matter which path you choose, however, one of the first big decisions you’ll need to make is what your services package will actually include. Read more

Jonathan Crowe

How to Transition from Break/Fix to Managed Services: Which Path is Best For You?

how to transition from break fix to managed services

Note: The following is an excerpt from The Break/Fix to Managed Services Transition Kit, which includes a 4-step action plan making the switch to managed services along with bonus templates and tools you can use to get started right away.

 

The benefits of providing managed IT services have been fairly well-established. So have the drawbacks of offering break/fix support. But that doesn’t mean making a complete transition to managed services is an easy process, or that it’s something that typically happens overnight.

Every MSP’s path is different, and there can often be multiple pit stops along the way. Much depends on your clients, of course — their demographics, the nature of their IT environments, their specific needs, their receptiveness to change, etc. — but the following represent some of the most common tracks. Read more

Jonathan Crowe

Alert: Wormable Flaw in Remote Desktop Services Could Result in New WannaCry-Like Outbreak

RDP-wormable-vulnerability

With exploitation “highly likely,” Microsoft is urging Windows users to patch now, and has even issued fixes for out-of-support versions including Windows 2003 and Windows XP.

This month’s Patch Tuesday was a doozy. Read more

Jonathan Crowe

Break/Fix vs. Managed Services: What’s the Difference and Which is the Best Model For You?

Note: The following is an excerpt from The Break/Fix to Managed Services Transition Kit, which includes a 4-step action plan making the switch to managed services along with bonus templates and tools you can use to get started right away.

What’s the difference between break/fix support and managed services?

With break/fix support, IT services are provided as requested, typically by a technician who resolves issues on-site. The client is billed for time and materials. This approach is also referred to as fee-for-service.

With managed services, the provider offers more holistic IT support — terms and conditions of which are detailed in a service level agreement (SLA). This typically includes proactive monitoring and maintenance done remotely with the goal of addressing issues before they become client-facing problems and system failures. Read more

Sal Sferlazza

The NinjaRMM Difference: How Pricing Works

When we started NinjaRMM in 2013 we set out to do things differently. We believed nearly everything about RMM software — from the way it was built to the way it looked to the way it was sold — could and should be improved.

This post is the second in a series we’re calling “The NinjaRMM Difference,” where I explain our approaches behind everything from sales and pricing to product development and support. If you haven’t read the first post in the series on sales tactics, you can check it out here.

In this post, I’d like to provide some insight into a topic many folks understandably have questions about: pricing. Read more

Jonathan Crowe

Building a $6 Million Managed Services Provider Business: 5 More Things I Wish I’d Known Starting Out

Advice on Starting a Managed Services Provider Business

Photo by Pablo Garcia Saldaña

There’s plenty of best practice guides written to help MSPs grow their businesses, but there’s nothing quite like hearing firsthand advice from peers.

That’s why we’ve launched “MSP Success Stories,” a new series highlighting MSPs who have built multimillion-dollar businesses and who are graciously open to sharing the crucial lessons they learned along the way.

Earlier this month, we kicked off the series by talking with Aaron Underhill, the COO and a Managing Member of Dedicated IT, a managed services provider based out of Palm Beach Gardens, Florida. Aaron explained how the company has been able to grow its revenue 10x in five years, currently hitting $6 million in ARR.  Read more

Sal Sferlazza

The NinjaRMM Difference: Our Take on Sales Tactics

When we started NinjaRMM in 2013 we set out to do things differently. We believed nearly everything about RMM software — from the way it was built to the way it looked to the way it was sold — could and should be improved.

That meant developing a platform that wasn’t just powerful, but also easy to use. One that didn’t require days and weeks of training. That didn’t force MSPs to have an additional employee on payroll entirely dedicated to managing it. To us, that just didn’t make good business sense, and it ran counter to the purpose of a RMM tool in the first place — to simplify a MSP’s workday, not over-complicate it.

The changes we knew we wanted to make in the RMM space weren’t just confined to building a better product, though. We also knew we had a chance to break from the pack by selling NinjaRMM the way we prefer to be sold to, and by providing the type of support and overall customer experience we prefer to receive.

With that in mind, we decided from the earliest days of the company that there are three things we would not accept as the status quo. Read more

Jonathan Crowe

MSPs: Two Ways to Take Full Advantage of Windows 7 EOL Migration

Windows 7 EOL checklist

Here we are — less than nine months away from Microsoft officially ending support for Windows 7 and Windows Server 2008. The big day is January 14, 2020, and it will be here before we know it.

So, how is migration going? Are the majority of MSPs and their clients ahead of the game, or playing from behind?

What’s at stake when it comes to EOL, anyhow, and how can MSPs maximize this opportunity to secure additional commitments, streamline their operations, and boost their revenue? Read more

Rachel Spatz

NinjaRMM Rated Best RMM Software in 8 Key Categories by G2 Crowd

best-rmm-software-2019-g2-crowd

G2 Crowd has announced its ratings for Spring 2019 with NinjaRMM listed as the #1 Remote Monitoring and Management (RMM) software.

Not only is NinjaRMM far ahead of the pack in terms of G2 Satisfaction Score, it’s also exciting to see it recognized as the #1 top-rated RMM in seven additional categories, including ease of use, product direction, and quality of support. Read more

Sal Sferlazza

Spotlight on NinjaRMM’s EMEA Leadership and Expansion

NinjaRMM EMEA expansion

Photo by Suzy Hazelwood

During any given week, there’s no lack of exciting things happening at Ninja. As the company continues to rapidly grow, I want to help provide visibility into all aspects of that growth, especially now that contributions are coming from colleagues located all over the world. Read more

Jonathan Crowe

The Maester’s Guide to MSP Software: A List of the Highest-Rated Tools in the Realm

MSP software guide

From RMMs to documentation software, what solutions are MSPs relying on most to power their businesses and prevent their client networks from going dark and full of errors? Read more

Sal Sferlazza

Welcoming NinjaRMM’s New Chief Security Officer, Lewis Huynh

Today, I’m excited to officially announce Lewis Huynh has joined NinjaRMM as our new Chief Security Officer. Lewis will be responsible for driving the company’s security and data privacy initiatives, enhancing our continued commitment to providing managed services providers (MSPs) with the most loved and trusted RMM on the market. Read more

Nick Cavalancia

Selling Managed IT Services: 7 Steps to Scaling Your MSP to Support More Clients

scaling MSP to support more clients

Photo by JD Hancock

Note: This post is an excerpt from our new guide, 5 Steps to Growing Your MSP Business. Download your complete copy here.

At first thought, the idea of growing your business seems pretty simple: add on a few new customers, maybe offer a new service or two, and you’re there, right? In reality, growth involves coordinating many moving pieces and adjusting dials on all parts of your business operations. Read more

Jonathan Crowe

Building a $6 Million ARR MSP: 5 Things I Wish I’d Known Starting Out

 

MSP success stories sales growth lessons

Photo by Supushpitha Atapattu

IT you know. But when it comes to building a successful MSP business, the learning curve can be steep.

There’s no lack of best practice guides written to help MSPs, but there’s nothing quite like hearing from firsthand experiences from peers, directly. That’s why we’re launching a new series highlighting MSPs who have built multimillion-dollar businesses and who are graciously open to sharing the crucial lessons they learned along the way. Read more

Nick Cavalancia

Selling IT Managed Services: 3 Ways to Increase Recurring Revenue from Existing Customers

Recurring revenue from existing customers

Photo by Little Visuals

Note: This post is an excerpt from our new guide, 5 Steps to Growing Your MSP BusinessDownload your complete copy here.

To succeed and grow as a MSP, one of your underlying goals has to be increasing recurring revenue. New customer acquisition certainly accomplishes that, but what about creating new opportunities with the customers you already have? Read more

Jonathan Crowe

ASUS Supply Chain Attack Possibly Infected Half a Million Computers: How to Tell If You’re Affected

ASUS supply chain attack 2018

On Monday, Kim Zetter at Motherboard broke the news that attackers had hijacked the software update tool for ASUS, one of the largest computer makers in the world. Researchers estimate the tool was used to install backdoors on hundreds of thousands of machines between June and November 2018. Here’s what you and your clients need to know. Read more