What is cloud billing management?

Cloud billing management encompasses the processes and tools that businesses, particularly MSPs, employ to oversee the billing of cloud services. It involves tracking usage, managing costs and invoicing clients for cloud resources consumed. In the context of MSPs, cloud billing management is pivotal for accurately charging clients based on their usage, offering transparent billing practices and ensuring that billing operations align with the dynamic nature of cloud services.

Why are cloud billing management tools important?

Cloud billing management tools or cloud billing software are specialized applications designed to aid MSPs in the efficient management of cloud billing operations. These tools are essential for several reasons:

• Cost efficiency and strategic financial planning: They enable MSPs to offer cost-effective solutions by closely monitoring and optimizing cloud resource usage, ensuring clients pay only for what they use.
• Navigating complexities: Cloud services often come with complex pricing models and the challenge of managing multi-cloud and hybrid environments. Cloud billing management tools simplify these complexities by allowing MSPs to maximize client investments.
• Maintaining competitive advantage: By ensuring accurate and transparent billing, MSPs can enhance client satisfaction and loyalty, thereby maintaining a competitive advantage in the market.

What makes cloud billing software essential for MSPs?

Cloud billing software automates the collection of usage data from cloud platforms, calculates charges based on predefined pricing models and generates invoices accordingly. It integrates with various cloud services and platforms to provide a unified view of consumption across different cloud environments. This automation and integration capability are crucial for handling the billing complexities associated with cloud services.

Here’s a detailed breakdown of how these sophisticated tools function:

• Automated data collection: The software automatically gathers usage data from various cloud platforms. This ensures that all resource consumption is accurately tracked without the need for manual input, reducing the likelihood of errors.
• Calculation of charges: Based on the usage data collected, the software calculates charges using predefined pricing models. These models can vary depending on the cloud services used and may include pay-as-you-go rates, subscription fees or a combination of both.
• Invoice generation: After calculating the charges, the software generates detailed invoices that are sent to clients. These invoices clearly outline the services used, the amount of resources consumed and the total cost, providing transparency to clients about their cloud usage and associated charges.
• Integration with cloud services: Cloud billing software is designed to integrate seamlessly with a wide range of cloud services and platforms. This integration capability allows it to collect usage data across multiple environments, ensuring that billing is comprehensive and covers all cloud resources utilized by a client.
• Unified consumption view: By consolidating data from various cloud platforms, the software offers businesses a unified view of their cloud consumption. This holistic perspective is invaluable for managing cloud expenses by optimizing resource usage and planning future cloud expenditures.
• Complexity management: The automation and integration features of cloud billing software are essential for navigating the complexities of cloud service billing. Whether dealing with variable pricing models, multiple cloud environments or intricate service agreements, the software simplifies these challenges, making cloud billing management more manageable for businesses.

Cloud billing software eliminates the manual effort and complexities associated with cloud service billing by enabling businesses to focus on their core operations while ensuring accurate and transparent billing for their cloud usage.

Challenges in cloud billing management

Managing cloud billing presents a unique set of challenges for MSPs who must navigate a landscape marked by complex pricing, diverse environments and the need for precision and adaptability. These obstacles require meticulous management to ensure accuracy, client satisfaction and sustainable growth. Some of the challenges in cloud billing management include:

• Complex pricing models: Cloud services often have intricate pricing structures that can be difficult to manage manually.
• Multi-cloud and hybrid environments: Managing billing across diverse cloud environments adds to the complexity.
• Billing inaccuracies and disputes: Manual billing processes are prone to errors, leading to disputes and client dissatisfaction.
• Keeping up with changes: Cloud service models are continually evolving, requiring MSPs to stay updated to ensure accurate billing.
• Customization and scalability: MSPs need the ability to customize billing reports and scale billing operations in line with business growth.

Overcoming challenges with cloud billing management systems

Cloud billing management systems are vital tools for MSPs facing the intricate challenges of cloud service billing. These systems not only streamline billing processes but also enhance financial management and client relations through various features. Here’s how MSPs can tackle common hurdles in cloud billing management.

• Cost control and optimization: These tools provide detailed insights into usage patterns, enabling MSPs to identify and eliminate wasteful expenditures.
• Transparency and accountability: By offering clear visibility into consumption and expenditures, these systems foster trust and strengthen client relationships.
• Forecasting and budgeting: They assist in accurate budget planning by helping clients avoid unexpected costs and align expenditures with business objectives.
• Compliance and governance: These systems ensure that billing practices comply with industry standards and regulations, crucial for clients in regulated sectors.

Selecting the right cloud billing management tool

For MSPs, selecting the right cloud billing management tool is crucial for optimizing their billing processes and enhancing service delivery. Here’s a deeper look into what MSPs should consider:

• Billing automation: Automated billing ensures timely and accurate invoicing by eliminating the chances of human error, thus enhancing the reliability of billing processes.
• Integration capabilities: This feature allows MSPs to streamline billing across different environments, providing a comprehensive overview of cloud usage and facilitating a unified billing system for clients.
• Customizability: Customizable billing solutions offer the flexibility to adapt to the unique requirements of each client, allowing MSPs to provide personalized service and detailed, understandable billing reports.
• Cost and ease of use: A cost-effective solution maximizes the return on investment, while ease of use ensures that MSP staff can manage the billing process efficiently without extensive training.
• Customer support: To receive timely assistance when issues arise. Reliable customer support guarantees that any problems or queries regarding the billing system can be resolved quickly by ensuring uninterrupted service delivery and client satisfaction.

How can Kaseya Quote Manager help?

Kaseya Quote Manager is a cutting-edge cloud billing management solution tailored for MSPs. It simplifies the billing process by automating data collection, cost calculation and invoice generation. With its robust integration capabilities, customizability and user-friendly interface, Kaseya Quote Manager empowers MSPs to manage cloud billing efficiently, ensuring accuracy, transparency and client satisfaction.

Cloud billing management is a vital aspect of MSP operations, directly impacting cost efficiency, client satisfaction and competitive advantage. By leveraging advanced cloud billing management tools like Kaseya Quote Manager, MSPs can overcome the challenges associated with cloud billing, optimize their billing operations and deliver exceptional value to their clients. Explore the strategic advantage gained through effective cloud billing management and discover how Kaseya Quote Manager can transform your billing processes by reading our comprehensive eBook on flexible pricing and billing for MSPs.

Ready to see Kaseya Quote Manager in action and understand how it can specifically benefit your business? Request a demo today and we’ll take care of the rest!

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The role of RMM agents in modern IT management

RMM agents are pivotal in modern IT management, functioning as the foundational tools that IT professionals rely on to maintain and optimize network and device performance. Installed on each device within an IT infrastructure, these agents facilitate a seamless flow of critical data back to the IT administrators, including detailed system health and performance metrics. This continuous stream of data is essential for the proactive management of IT environments, allowing for early detection and resolution of potential issues.

RMM agents empower IT teams to perform a wide array of tasks remotely, from routine maintenance and updates to troubleshooting and repairing problems, often without interrupting the end-user experience. This capability is crucial in today’s fast-paced business environments, where downtime can lead to significant losses. Furthermore, the automation features inherent in RMM solutions streamline many routine processes by reducing the workload on IT staff and minimizing the risk of human error.

By providing real-time visibility into the health and performance of all devices within the network, RMM agents enable IT professionals to make informed decisions, prioritize actions based on severity and implement solutions swiftly. This proactive approach to IT management not only enhances system reliability and performance but also significantly improves the overall user experience by contributing to higher productivity and satisfaction levels across the organization.

The importance of RMM agents

RMM agents play a pivotal role in the RMM ecosystem. With the explosion of IoT devices, virtual hosts, mobile devices, cloud services and the complexity of managing these endpoints increases exponentially. Coupled with the growing dispersion of workforces and the rise in cyberthreats, RMM agents become indispensable in maintaining operational efficiency and securing networks against vulnerabilities.

How does an RMM agent work?

The operational components of an RMM agent represent a sophisticated framework designed to enhance IT infrastructure efficiency and reliability. These components work in tandem to provide comprehensive coverage of device and network management, detailed as follows:

1. Installation: This initial phase involves deploying the RMM agent on all devices within the network, including servers, workstations and even mobile devices. The deployment process is designed to be seamless and unobtrusive, ensuring minimal disruption to daily operations. Installation can often be done remotely by allowing rapid setup across multiple devices and locations.
2. Configuration: Post-installation, the RMM agent is meticulously configured to monitor a wide array of system metrics and performance indicators. This customization allows IT professionals to tailor the monitoring to the specific needs of their infrastructure by focusing on critical areas such as CPU usage, disk activity, network performance, software installations and security vulnerabilities. This targeted monitoring ensures that the most relevant and impactful data is collected.
3. Communication: The RMM agent continuously communicates the gathered data back to a central RMM server. This communication is secure and efficient, designed to transmit comprehensive diagnostic information without impacting system performance. The data transmitted includes not only real-time performance metrics but also alerts and notifications regarding system health, updates and security threats. This constant flow of information is crucial for maintaining an up-to-date overview of the IT landscape.
4. Action: The final component involves the analysis of the data by IT professionals and the subsequent actions taken to address any identified issues. This could range from automated responses predefined in the RMM system for common problems to complex troubleshooting and problem-solving conducted remotely by the IT team. The goal is to proactively manage the IT infrastructure by resolving potential issues before they escalate into significant problems or system downtime. This proactive approach is facilitated by the RMM’s ability to not only alert IT staff about issues but also provide them with the necessary insights to diagnose and resolve problems efficiently.

The operational components of an RMM agent create a robust framework that supports the proactive, efficient and remote management of IT infrastructures. By leveraging these components, organizations can ensure an optimal performance of their IT assets, thereby supporting their overall business objectives.

What is monitored by RMM agents?

RMM agents serve as the foundation for comprehensive IT infrastructure oversight by meticulously monitoring a wide range of system and network metrics to ensure optimal performance and security. Let’s delve deeper into the critical areas covered by these agents:

• System performance metrics: These agents continuously assess the performance of systems, focusing on metrics such as CPU usage, memory consumption and disk activity. By tracking these indicators, RMM agents can identify patterns that suggest inefficiencies or impending issues by enabling IT professionals to take corrective action swiftly.
• Network usage and connectivity: They monitor network health by assessing traffic, bandwidth utilization and connection quality, crucial for detecting performance bottlenecks and safeguarding against connectivity disruptions.
• Health status of hardware, software and applications: RMM agents ensure the optimal functioning of hardware components, software updates and application performance, automating inventory management and maintenance tasks to enhance operational efficiency.
• Security events and potential threats: By continuously scanning for unauthorized access, malware and security breaches, RMM agents play a critical role in early threat detection and mitigation by fortifying cybersecurity defenses.Top of Form

By monitoring these crucial aspects of IT infrastructure, RMM agents empower businesses to maintain high levels of performance and reliability across their digital environments. This holistic approach to monitoring is what makes RMM agents an indispensable tool in the arsenal of modern IT management.

Key applications and use cases

RMM agents are pivotal in facilitating a wide range of IT management functions that are essential for the smooth operation of both large-scale networks and individual devices. Below, we delve into their key applications and use cases, highlighting their versatility and indispensability in modern IT environments.

• Discovery and monitoring of devices and endpoints: Automating the discovery process, RMM agents provide a complete inventory and continuous monitoring for optimal and secure device functionality.
• Automated maintenance, including patch management: They streamline routine software patching, ensuring systems are safeguarded against vulnerabilities with minimal manual intervention.
• Remote troubleshooting and support: Facilitating remote device access for troubleshooting, RMM agents expedite issue resolution, enhancing end-user satisfaction by reducing downtime.
• Performance reporting and analytics: Collecting detailed data, these agents offer insights into IT infrastructure health, aiding in informed decision-making for system improvements.
• Compliance and policy enforcement: Essential in regulated industries, RMM agents automate compliance tasks and report generation, maintaining standards and mitigating risks.

Each of these applications underscores the critical role that RMM agents play in enhancing operational efficiency, security and compliance in today’s complex IT landscapes. Their ability to automate and centralize key IT management tasks makes them an invaluable tool for IT teams across various sectors.

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What is professional services automation (PSA) software?

Professional services automation (PSA) software is an integrated suite designed to automate and optimize the core business processes of service-oriented companies. It’s an all-encompassing platform that manages project planning, resource allocation, time tracking, billing and reporting. This software centralizes critical functions, enabling IT businesses to enhance operational efficiency and drive profitability.

The impact of PSA on IT professionals

For IT professionals, PSA software is a game-changer. It streamlines project management, from initiation to closure, ensuring projects are delivered on time and within budget. Resource management becomes more efficient, with tools for allocating the right personnel and monitoring their productivity. Time tracking and billing features simplify the invoicing process, ensuring accuracy and timeliness. This level of automation and integration significantly reduces administrative burdens, allowing IT experts to focus on strategic initiatives and client-centric services.

Daily functions enhanced by PSA software

Project management: PSA software offers tools for detailed project planning, monitoring and execution, ensuring project goals are met efficiently.

Resource management: It optimizes resource allocation and the management of staff schedules and workload to maximize productivity.

Time tracking and billing: Automates time entry and invoice generation, reducing errors and improving financial management.

What are the benefits of PSA software?

Professional services automation (PSA) software offers a multitude of benefits, particularly for businesses in the IT sector and other service-oriented industries. Here are some of the key advantages:

Streamlined project management: PSA software provides comprehensive tools for managing all aspects of a project, from planning and scheduling to execution and closure. It allows managers to keep projects on track, manage timelines, allocate resources effectively and ensure that projects are completed within budget and on time.

Enhanced resource allocation: By offering visibility into the availability and workload of staff, PSA software helps in efficiently assigning the right resources to the right projects. This leads to better utilization of personnel, reducing the chances of over or underutilization of staff.

Accurate time tracking and billing: PSA software automates the time tracking and billing process. It ensures that all billable hours are accurately recorded and invoiced, reducing errors and saving time. This not only helps in maintaining financial accuracy but also streamlines the billing process, leading to quicker payments.

Improved financial management: With integrated budgeting, billing and invoicing features, PSA software provides a comprehensive view of the financial health of projects and the business as a whole. This assists in better financial planning and management and in making informed decisions based on real-time financial data.

Enhanced communication and collaboration: Many PSA solutions include communication tools that foster collaboration among team members, regardless of their physical location. This is especially beneficial for teams that are geographically dispersed.

Real-time data and reporting: PSA software provides real-time insights into various aspects of the business through dashboards and reports. This data is crucial for tracking the progress of projects, understanding resource utilization and making data-driven decisions.

Increased customer satisfaction: By ensuring projects are delivered efficiently and on time, PSA software plays a significant role in enhancing customer satisfaction. Happy clients are more likely to return and refer others, helping to grow the business.

Scalability: As businesses grow, PSA software can scale to accommodate increased demands, more complex projects and additional users. This scalability ensures that the software continues to meet the needs of the business over time.

Compliance and risk management: PSA tools often include features that help in managing compliance with industry standards and reducing business risks associated with project management and service delivery.

Centralized information hub: By centralizing all project-related information in one place, PSA software reduces the need to juggle multiple tools and platforms, leading to improved efficiency and fewer errors.

Overall, PSA software is a valuable tool for professional service providers, offering a comprehensive solution to manage projects, resources, time, finances and much more, ultimately leading to increased efficiency, profitability and customer satisfaction.

Introducing Kaseya BMS, a superior PSA Solution

Kaseya BMS distinguishes itself in the PSA market with its user-friendly interface and comprehensive feature set designed specifically for MSPs. It not only includes standard PSA functionalities but also offers enhanced capabilities such as integrated service desk management, advanced reporting and seamless integration with other critical IT tools.

Why Kaseya BMS is ideal for IT professionals

Kaseya BMS is tailored to meet the unique needs of IT professionals. It streamlines complex processes, enabling better project management, efficient resource utilization and accurate billing. With Kaseya BMS, IT professionals can gain insightful data analytics, allowing for informed decision-making and enhanced service delivery.

Elevate your IT service management with Kaseya BMS. To understand how Kaseya BMS can fit into your business, explore our PSA Buyer’s Guide. 

Professional services automation software has become an indispensable tool in the IT service industry, driving efficiency and operational excellence. Kaseya BMS offers a robust, user-friendly solution that caters to the unique challenges faced by IT professionals. Start your journey towards streamlined operations today by visiting our PSA Buyer’s Guide and signing up for a Kaseya BMS demo.

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A remote monitoring and management solution (RMM) is a key piece of technology that helps businesses meet their ITSM goals through proactive monitoring, efficient issue resolution and automated management of IT infrastructure. Kaseya VSA is a top-of-the-line solution with features and capabilities built to address the requirements of the modern IT infrastructure.

This blog explores the basic ideas behind ITSM, the process involved in it and its benefits. Dive in for insights to make your IT operations more efficient, resilient and better aligned with your business goals.

What is IT services management (ITSM)?

IT service management is the process of managing, designing, upgrading and delivering IT services so that it meets the needs of an organization efficiently. The heart of ITSM is service lifecycle management, which involves overseeing the seamless delivery of IT services right from the planning stage to its discontinuation. Essentially, ITSM helps ensure that any new IT service or technology integrates into the environment smoothly, effortlessly and with minimal disruptions.

ITSM helps businesses take advantage of the latest tools, get rid of the old ones and harness the power of their IT infrastructure to remain competitive and agile in today’s dynamic and fast-paced environment. It’s a function businesses perform regularly to assess whether they are delivering IT services efficiently and optimally and make strategic decisions to improve it.

The foundation of ITSM is the Information Technology Infrastructure Library (ITIL) framework, which helps businesses enhance service quality, optimize resource utilization and align IT services with their overall business objectives. The result is the standardization of processes. ITIL 4 is the latest version tailored for modern digital environments and processes like Agile, DevOps and Lean, which emphasize collaboration, flexibility and continuous improvement.

What are ITSM processes?

ITSM processes are a bunch of functions that businesses perform continually to optimize their IT infrastructure and deliver IT services efficiently and reliably. While this list is by no means exhaustive, it covers key ITSM processes to keep in mind.

Incident management

The goal of incident management is to minimize the negative impact of unplanned, disruptive events or situations on IT operations. For example, when a server fails, the incident management process kicks in to identify the root cause, troubleshoot the problem and provide a workaround or resolution as soon as possible.

Problem management

Problem management looks at the root cause of an issue to prevent it from happening again. It takes a more proactive approach to addressing problems and incidents that can disrupt IT operations. For instance, problem management might identify a pattern of outages in a certain part of the network and then take steps to prevent it from happening again.

Change management

The term change management describes a variety of approaches used to prepare, support and prepare employees, teams, departments and organizations for organizational change. As far as IT is concerned, change management involves the implementation of practices that can help minimize the temporary disruption of IT services when any changes are made to critical systems and services.

Service request management

Service request management involves the processes and tools that provide all the departments within an organization (e.g., compliance, IT, marketing, finance and human resources) with a self-service platform to accept, keep track of, respond to and close a variety of service requests from customers, employees and external vendors. The process enables users to submit service requests, assign responsibility for requests and track their status from the time they are submitted to the time they are closed.

Asset management

IT asset management is a process (and a set of technologies) that ensures an organization’s assets are deployed, tracked, patched, maintained, upgraded and eventually discontinued correctly. An important aspect of IT asset management is to maximize the value created by the IT equipment within the organization by monitoring its status throughout its lifecycle.

Configuration management

Configuration management involves tracking and controlling changes to network devices and their configurations. It helps ensure that all devices are configured correctly and consistently and that changes get implemented in a controlled and coordinated environment. For example, configuration management involves tracking the version of software installed on each device as well as the settings and security policies that are in force.

Release management

Release management involves the planning, scheduling and smooth release of new hardware or software into the IT infrastructure. It also involves testing and monitoring to ensure that the new release is stable and secure while also tracking and managing any issues that may arise after the release.

Benefits of ITSM?

Businesses require IT service management to maximize the productivity and efficiency of their IT infrastructure while ensuring that it meets business needs. Some of its key benefits are:

Benefits for business

• Increased agility: ITSM provides businesses with a framework and set of best practices to respond quickly to changes in the business environment.
• Reduced costs: It helps businesses optimize their IT resources and reduce operational costs.
• Fewer IT problems and improved response: It helps businesses quickly rectify issues and address their root causes through processes like incident management and problem management. The goal of ITSM is to minimize downtime while maintaining high levels of uninterrupted IT service delivery.
• Easy compliance: The ITSM framework is drawn with many of the industry standards and requirements in mind, thus helping businesses meet many of their compliance requirements.
• Better service: The goal of ITSM is to ensure the delivery of IT services to end users and stakeholders in a way that meets their needs and expectations. It requires meeting the specified service level agreements (SLAs) and performance metrics consistently and focusing on continuously improving the infrastructure based on feedback and changing requirements.

Benefits for IT

• Improved productivity: IT professionals are more efficient and productive when they follow standard processes. ITSM minimizes bottlenecks and streamlines workflows so that tasks can be completed on time and efficiently.
• Increased user satisfaction: ITSM emphasizes the importance of meeting the needs and requirements of the end customer and user, which leads to increased user satisfaction. It also enables users to have clarity and transparency on the issues they raise or the status of their requests, which further boosts user satisfaction.
• Better process scaling: Flexibility, agility and scalability are inherent features of ITSM. With the goal of meeting evolving business requirements and increasing workload, the ITSM framework is designed to be scalable.
• Faster incident detection and response: An ITSM process also includes proactive monitoring of the network to allow for early detection and prevention of cybersecurity threats.

Benefits for employees

• Improved IT support: ITSM ensures round-the-clock delivery of quality IT service to employees, customers and all end users, enabling them to work without experiencing interruptions in service or having to deal with slow and broken IT infrastructure.
• Omni-channel experience: ITSM ensures that, regardless of the channel users use to access IT services, they receive a consistent and cohesive experience. Consistency, integration, flexibility, personalization and unified data are some of the key features of an omni-channel experience.

What are ITSM efficiencies?

ITSM efficiencies aren’t just about managing and delivering IT services in an effective and streamlined way but rather ensuring that the processes used result in fewer errors, improved communication and enhanced service delivery. It helps keep businesses flexible and adaptable in the face of change.

Some key ITSM efficiencies are:

Process automation

Automation unlocks a range of efficiencies for IT professionals, helping them deliver higher-quality IT services. Automating routine tasks, like patching and service request fulfillment, frees IT professionals to focus on complex and strategic activities. This helps them improve service availability, minimize downtime and enhance user experience.

Incident response time reduction

One of the advantages of automation is a fast incident response time. By auto-remediating common everyday tickets, IT professionals can quickly address critical tickets and ensure consistent uptime for end users. Moreover, tasks like problem management proactively try to nip potential issues in the bud that can disrupt service and hurt productivity.

Optimized service request handling

Through streamlining and optimizing the service request function, end users can get a quick resolution to their problem, while IT professionals can provide a solution quickly. Processes enable technicians to triage and address the most critical service requests first that can otherwise impact IT service operations.

Effective change management

Once you have decided to implement a change, you must determine the best steps you need to take in order to execute it successfully. Regardless of whether you are resolving problems in the code, managing existing services or rolling out new ones, change management helps minimize risk, avoid bottlenecks, provide context, maintain transparency and break down silos.

Resource utilization optimization

The efficient allocation of IT resources, both technology and personnel, maximizes productivity, minimizes waste and ensures cost-effective usage. This helps organizations make the most of their resources and better manage and plan for future IT investments.

Improved communication and collaboration

ITSM ensures that communication between teams and with the end users is informed and aligned. For instance, having clearly defined roles and responsibilities can help ensure that user inquiries are addressed in a timely manner and that problems are resolved quickly. ITSM encourages frequently updating documentation on roles, responsibilities and processes so that nobody is caught off guard during a crisis. Having proper processes in place enhances teamwork, reduces miscommunication and facilitates better decision-making, leading to improved overall efficiency.

Enhanced user experience

When IT services consistently meet user expectations, it enhances user experience. It builds trust in the services and encourages users to engage with the IT service more confidently.

Real-time monitoring and reporting

IT professionals use a bunch of tools, like remote monitoring and management (RMM), PSA, and IT documentation, to manage, deliver and automate IT services. A top-end RMM not only provides real-time and remote monitoring of endpoints but can also generate automated reports, which help IT professionals identify trends and quickly identify any issues. Technicians can leverage these reports to showcase the value of their work to stakeholders and make use of the insights to provide better customer service and build trust with the users.

For information, check out our IT Service Management and IT Maturity Best Practices blog.

Kaseya VSA is a unified RMM solution that is designed to help organizations run their IT operations efficiently. With in-built patch management, remote monitoring of endpoints, automation and ransomware detection, VSA helps organizations enhance the security and performance of their IT infrastructure. It integrates seamlessly with a whole lot of solutions under the Kaseya IT Complete platform, empowering businesses to achieve greater control and optimization across their entire IT environment.

What to look for in an IT services management (ITSM) solution?

There are several ITSM solutions available in the market, but one with the following features will help you meet your business requirements comfortably:

Comprehensive service management

The solution should provide end-to-end management of IT services like change management, incident management and all the other functions to ensure a comprehensive and systematic approach to improving IT services.

User-friendly interface

The user interface should be intuitive and easy to learn. A complex solution makes it difficult for users to utilize all the features fully and hinders their productivity.

Customization capabilities

Each business has unique needs that change with time. Customization allows businesses to adapt the solution to their operations seamlessly and tailor workflows, forms and configurations to align with unique processes and specific requirements.

Automation

Automation provides the dual benefits of speed and accuracy. Manually managing IT is slow and prone to human error. Automating common processes speeds up their execution, enabling organizations to achieve higher operational efficiency, reduce manual errors and allocate resources more strategically.

Scalability and flexibility

A solution should be future-ready. That means it should be able to meet both current and future needs. It should be able to scale to meet growing demand and adapt to changing technological, business and end-user requirements.

Integration

Solutions that integrate seamlessly with other IT tools allow for more automation and seamless delivery of service. Integration also allows businesses to manage their resources better and maximize their return on investment, improving productivity and customer satisfaction, leading to greater success and profits. VSA provides all this and more, making it the perfect tool for businesses looking to make the most of their IT services.

Robust reporting and analytics

More and more IT tools are coming with in-built reporting and analytics capabilities that provide better visibility on IT usage and trends. This helps businesses make informed decisions and allocate resources more efficiently.

Security and compliance

Look for a solution that provides solid protection for sensitive data, ensures IT processes adhere to compliance requirements and helps maintain a secure IT environment. It should also be able to address security concerns and ensure compliance with industry regulations and organizational policies.

IT departments, especially in midsized companies, face increasing pressure to get more IT done every day with the same resources. ITSM solutions promise to deliver increased efficiencies and performance to enable IT teams to meet these new challenges. Watch this webinar recording for more information on how to determine the most important functionality and select the right solution for your business and your IT team.

How can Kaseya help you with IT services management (ITSM)

With the right tool, IT service management can become a breeze.

Kaseya VSA is a remote endpoint management and network monitoring solution that empowers your business with all the functionality required for success. It provides your business with a complete solution stack to maximize technician efficiency. VSA, combined with our service desk and IT documentation solutions, enables you to manage all essential IT functions from a single pane of glass.

Kaseya VSA facilitates IT services like:

• Desktops, laptops and server remote monitoring and management
• Deployment, patching and updating for Windows, Mac and third-party applications
• Security services management (antivirus, antimalware and ransomware protection)
• Cloud and on-site backup and recovery management
• Auto-remediation of IT incidents and process automation
• Audit and compliance reporting
• On- and off-boarding of devices

VSA has a modern, intuitive user interface (UI) that provides a streamlined user experience. It gives you the visibility and functionality you need to manage all of IT efficiently. Unlike other RMM solutions, VSA gives you the freedom to seamlessly switch between applications and not be forced to follow a specific product path. All necessary information is readily available, leading to greater operational efficiency and a higher endpoint-to-technician ratio. To truly experience the power of VSA in your IT environment, book a free demo today.

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No matter where in the world, Kaseya DattoCon continues to be a “can’t miss” event for likeminded individuals and businesses to come together to hear about the future of the industry, learn innovative ways to catapult their success and see the path Kaseya continues to forge.

M&A Symposium

The event kicked off with Pre-Day, featuring the M&A Symposium, and Fred’s keynote on the continued growth of the MSP industry and the growing marketing for IT & cybersecurity services for small to medium-sized businesses. SMBs are finding themselves in a digital transformation – with statistics estimating 3.5% annual growth, investing in tech has become the #1 priority. Companies are really starting to see the benefits of making their tech software and cybersecurity a priority and what that will do for success and revenue. There is also progressive growth in merging MSPs, using tools like Kaseya’s Concierge Platform makes this process simpler. Putting the customer first, focusing on the culture and understanding risks are pillars that lead to successful M&A transactions.

The Buyers & Sellers Panel featured Mike Sanders, Kaseya CMO; Christian Pacheco, Virtual IT Group Managing Director; Ken Roulston, EX2 Consultancy Managing Director; and Nick Sheehan, EFEX CEO. This discussion highlighted ways for businesses to better prepare themselves for sales, consolidation, and tips to support minimizing the work the buyer must do – leading to a better number in terms of valuation. “If you can consolidate and work together as one business, you’ll get better results,” Christian shared, “always run your business like you’re going to sell it tomorrow.” The panel also shared strategizing tactics on standardizing processes when acquiring a new company versus maintaining the brand’s identity and weighing the risks of both for business.

Mission: Creating the Most Successful MSPs on the Planet

Day One opened with a keynote by Kaseya CEO Fred Voccola reiterating our mission to help create the most successful MSPs on the planet through IT Complete – our integrated IT and cybersecurity management platform – housing our suite of products to make businesses more efficient, skyrocket productivity, increase revenue, and make customers and partners lives simpler.

To accomplish this, we have made moves like acquiring Datto. Our objectives with this were to accelerate innovation, lower prices, “Datto-ify” the MSP experience and unify partner experience. As Fred said in his keynote, 93% of SMBs claim to be dependent on their tech in 2023. This is the perfect time to expand your product portfolio and streamline productivity. The numbers don’t lie – partnering with Kaseya is an innovative path towards growth, with the average Kaseya MSP growing by 16%. It’s to our partners’ benefit to really utilize our products like IT Complete – total coverage aside, these modules are typically priced at nearly 33% less than those of competing solutions.

After Fred’s remarks, Ranjan took the floor to introduce Kaseya and Datto product innovations. Fifty percent of IT professionals’ time is wasted on inefficient and outdated processes – the new Kaseya product updates are crucial to productivity and revenue. Ranjan highlighted updates across products like VSA 10, FlexSpend, EDR, Compliance Manager, AutoTask, IT Glue, and IT Complete 2.0.

Take Risks and Trust Yourself

On the final day, guests were introduced to an Australian inspiration — Jessica Watson OAM, the youngest person to circumnavigate the world. Jessica served as guest speaker for the event, sharing her story of resilience, drive, and passion, showing nothing is impossible if you have faith in yourself and are willing to work towards your goals. Her story shows us what perseverance and drive can lead to, as she is now a global inspirational speaker and teaches others what taking risks and trusting yourself can lead to.

We wrapped up the conference with a champagne toast and the announcement of the MSP of the Year Awards. With over 100 submissions across six categories, congratulations to our winners:

• MSP Automation Award – ASI Solutions
• MSP Community Award – Lateral Plains
• MSP Cybersecurity Innovation – Silicon Systems
• MSP Fastest Growing – EFEX
• MSP Rising Star – Revolve
• MSP of the Year – Ever Nimble

Kaseya DattoCon APAC would not be possible without the generous partners who share Kaseya’s commitment to helping IT professionals thrive. A special thank you to Corporate Sponsor Pia and Diamond Sponsors ThreatLocker and Blackpoint.

Thank you to all who attended. We look forward to seeing you back in Sydney next year for Kaseya DattoCON APAC 2024 on 12-14 November!

Register now and secure the best pricing.

The post Kaseya Took Over Sydney for DattoCon APAC 2023 appeared first on Kaseya.

Established in 2008, these awards are centered on six categories highlighting our MSP community’s expertise and success: Automation, Community, Cybersecurity Innovation, Fastest Growing, Rising Star and MSP of the Year.

We received over 100 submissions across the categories, all anonymously reviewed by a group of Kaseya executives. Entrants for the MSP of the Year Award were required to submit entries for two categories in addition to the titled award submission.

We are proud to announce this year’s winners:

• MSP Automation Award: ASI Solutions 
• MSP Community Award:Lateral Plains
• MSP Cybersecurity Innovation Award:Silicon Systems
• MSP Fastest Growing Award:EFEX
• MSP Rising Star Award: Revolve
• MSP of the Year: Ever Nimble 

Congratulations to the winners!

The post Announcing the 2023 MSP of the Year Awards Winners appeared first on Kaseya.

Titans of MSP Panel with Host Robin Robins

The Titans of MSP panel, hosted by Robin Robins, CEO, and Founder of Technology Marketing Toolkit and MSP Success Magazine, was a notable highlight of the event. The panel introduced industry leaders nominated by Kaseya as Titans of the MSP industry. Attendees had the opportunity to cast their votes for their preferred titan. The panelists and award winner for this session included:

Panelist 1: Rob Stephenson, CEO of Thrive

Rob shared insights into Thrive, a global MSP with 12,000 employees, predominantly serving clients on the East Coast of the U.S. His key message revolved around the importance of MSP owners having a clear plan for their business, whether for successful long-term operations or strategic growth through avenues like venture capital or private equity.

Panelist 2: Will Slappey, CEO of IT Voice

Will discussed IT Voice’s journey of expansion through acquisitions and the intricacies of managing growth. He emphasized the necessity of clear planning and communication during acquisitions and shared strategies for boosting profitability and confidence.

Panelist 3: Ryan Vestby, CEO of VC3

Ryan provided insights into VC3, a company operating in over 30 states with $50 million in revenue. He highlighted the benefits of capital partners in the MSP industry and the importance of selecting the right partner for successful acquisitions.

Panelist 4: Jason Waldrop, President of Managed Services Red River

Jason spoke about the diverse lines of business at Red River and the cyclical nature of business growth. He discussed the challenges and opportunities related to acquiring smaller MSPs and transitioning from owner-driven sales to dedicated sales teams.

Panelist 5: Jesus Peña, CXO of UDT

Jesus shared UDT’s unique journey in three different markets with $450 million in revenue. He emphasized the need for MSPs to have a clear plan and build businesses capable of independent operation. Strategies to enhance EBITDA and the benefits of offering full platforms to clients were also discussed.

MSP Titan of the Year Award Winner

In an exciting moment, Jesus Peña, CXO of UDT, emerged as the MSP Titan of the Year, based on votes from Kaseya DattoCon 2023 attendees.

Cybersecurity & the Future of MSSP Session by Jason Manar

Jason Manar, Chief Information Security Officer at Kaseya, conducted a session focused on cybersecurity trends and the role of Managed Security Service Providers (MSSPs). Attendees gained insights into past, present and future cybersecurity challenges. Key takeaways from the session include:

• Jason underscored the importance of using data to predict future cybersecurity trends, drawing inspiration from Albert Einstein’s quote.
• The session highlighted cybersecurity threats prevalent in 2021, such as ransomware, social engineering, and credential stuffing.
• Common cyberattacks on MSPs today, including phishing, compromised devices and credential theft, were discussed.
• Jason emphasized the significance of adequate security measures and the frequency of cyberattacks in successful breach attempts.
• The concept of pretexting was explained using a real-world example, illustrating the subtlety and sophistication of phishing attacks.
• The session explored the high costs associated with cyber incidents and the global impact of cybercrime, emphasizing the need for vigilance and preparation.
• Future cybersecurity trends, including the integration of AI and machine learning, were discussed. Jason stressed the importance of secure data management in the AI era.

Closing Remarks by Fred Voccola, CEO of Kaseya

Fred Voccola, CEO of Kaseya, delivered closing remarks that expressed gratitude for the event’s success and reflected on the company’s journey, particularly the merger with Datto. Key points from his address include:

• Fred acknowledged the dedication and effort invested in organizing the event, which marked a significant milestone as the first-ever event held at the home of Kaseya.
• He highlighted the achievements of Kaseya and Datto following their merger, resulting in a fully integrated platform designed to empower MSPs with automation and intelligence.
• Fred reaffirmed Kaseya’s commitment to partner success and encouraged open feedback from the community.
• He hinted at an upcoming major announcement scheduled for the Connect Global event in April, suggesting it would surpass the significance of the Datto acquisition, generating anticipation among attendees.

In closing, we extend our heartfelt thanks to all the attendees who made Kaseya DattoCon 2023 a resounding success. Your participation, insights and enthusiasm have been invaluable. As we continue our journey together, we invite you to stay tuned for more exciting announcements and innovations from Kaseya that will shape the future of the MSP industry. Your partnership and collaboration drive our commitment to excellence, and we look forward to the promising road ahead.

The post Kaseya DattoCon Day 2 Highlights: Titans of MSP, Cybersecurity Insights & Looking Ahead appeared first on Kaseya.

By Phylip Morgan, Chief Revenue Officer at Pax8 

Guest Author

The post The Channel Is Broken: Introducing New Methods of Distribution appeared first on Kaseya.

By Jennifer Perez-Harris

The post Hitachi’s SASE: How Umbrella & Duo Delivered Identity and Security  appeared first on Kaseya.

When you think about any crime, generally, criminals choose the path of least resistance. The path that gets them in and out without being noticed or leaving evidence behind. Cybercriminals are no different. Once they locate their target, hackers use easy-to-deploy tactics that can fly under the radar. They hope to get in, exfiltrate data, and leave without a trace before the enterprise realizes they’ve been breached. As NextGen AV and EDR solutions have evolved to better respond to malware, more and more cybercriminals are performing living off the land (LOTL) attacks instead.  

The post Your Own Devices Can Be Used Against You! – How to Prevent Living Off the Land (LOTL) Attacks appeared first on Kaseya.