Chapters and Subchapters
Acknowledgements
Preface
Introduction
Managed Services: A Brief History
xSP what?
Origin of Managed Services
Managed Services During the 1990s
The Prosperity of the 1990s
Y2K and the Economic Recession
The New Era of Managed Services
Managed Services Goes SMB
IT Comes Under Attack
IT is Regulated
Managed Services vs. IT Outsourcing
The Politics of IT Outsourcing
Managed Service Providers Grow Up
Managed Services and the Law
Regulation and Managed Services
The Liability of IT
Becoming an MSP
Breaking free of the Reactive Culture
What’s Your Plan?
The Role of the Executive
Myth and Reality
But I already have the tools
But My Clients Like Seeing Me
But I like Driving
Remote = Managed Services
I’ll Have One Order of Process to Go, Please
Template SLAs
Managed services and hardware don’t mix
Teaching Old Clients New Tricks
The Fast Track to Managed Services
The Moderated Approach
Creating a New Company
Selling Managed Services
Reselling Managed Services
Understanding the concept of reselling managed services
Advantages of Reselling Managed Services
Disadvantages of Reselling Managed Services
Recurring Revenues
Profit Margins
Customer Retention
Company Valuation
When to offer your services to other MSPs
Don’t NOC It Until You’ve Tried It
What Makes a NOC?
Security
Backups and Redundancy
Sharing of the Minds
Building a Virtual NOC
Build vs. Partner
Mergers, Acquisitions, and other Concepts
Valuations
M&A Liability
M&A Trends in the Managed Services Industry
Hardware as a Service
Ethics in the Managed Services Profession
Why Ethics?
Ethical Rules and Guidelines for MSPs
Impartiality
Confidentiality
Expertise
Disclosure
Conclusion