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
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