Breaking out of “break-fix” mindset brings benefits for MSPs: Kaseya

Breaking out of “break-fix” mindset brings benefits for MSPs: Kaseya

Software vendor finds that moving away from traditional approach can lead to more opportunities


Moving from a “break-fix” approach can help managed service providers (MSPs) to be more efficient, according to Kaseya.

Kaseya A/NZ managing director, Dermot McCann, made this observation following a local client’s switch to the vendor’s IT systems management platform.

centreRED IT, a Canberra based MSP, was operating on a break-fix approach, which McCann said was affecting the company’s ability to be proactive with clients and drained resources on manual tasks.

“The break-fix approach is a traditional way service providers end up operating in, where they have ad- hoc service requests and manage IT environments on a one-by-on bases,” McCann said.

“They would also have a lot of manual systems that are not very scalable.”

McCann said it is not uncommon for an MSP to start off with a break-fix approach and then start to expand the number of services they provide to customers.

As companies start to scale, they then begin to look at the different tools to deliver those services more efficiently.

When centreRED came to Kaseya, McCann said the driver for that MSP was to deliver a broader and more comprehensive level of service to their customers.

This included automating the delivery of those services, which would enable centreRED to grow and scale the business in a cost effective manner.

“The MSP introduced new services and lines of revenue, while at the same time maintain its costs through automating the service delivery and not hiring additional engineers,” McCann said.

McCann said that after breaking out of the break-fix mindset, centreRED is reporting that productivity has doubled due to the changes it made in the way it operates.

“The immediate benefit to the company’s customers was an increased level of support and better customer experience, because there is a more proactive level of management and maintenance going on in their IT environment,” he said.

“The follow on effects are system up-time, lack of disruption for users.”

McCann said the ability to automate and remediate an end point without interrupting or impacting the end user as the environment is being maintained also leads to a better customer experience.

“The MSP has a single pane of glass they can control and deliver a comprehensive range of IT services,” he said.

“With that single pane of glass the company can have conversations with customers about introducing additional services without any additional costs.”

Further improvements

By breaking out of the break-fix model, McCann said centreRED has been able to grow its business very quickly in a short space of time.

Over time, he expects that the automation will continue to deliver a further enhanced level of service to customers over time.

“The future opportunity is in the drive for automation across the business,” he said.

In addition to facilitating added automation, McCann said other opportunities from the switch include using the power of intelligent reporting to deliver a “transparent, predictable experience” to customers.

Patrick Budmar covers consumer and enterprise technology breaking news for IDG Communications. Follow Patrick on Twitter at @patrick_budmar.

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