The proper integration of your Remote Monitoring & Management (RMM) solution with your Professional Services Automation (PSA) tool yields service delivery efficiencies greater than the sum of their parts. But no vendor offers a true, tight integration of both technologies, so how do you accomplish this? You Have To Follow A Best Practice In this 60 minute webinar, former MSP owner and renowned MSP expert Erick Simpson of SPC International will teach you the importance of process integration and optimization, so you can get the most out of Kaseya and your PSA tool using effective service delivery management best practices. In This Webinar You'll Learn: Key industry best practices for PSA process design and implementation using several proprietary techniques – based on years of practical experience with all the common PSA tools) How to integrate and configure best practice processes, procedures, workflows, forms, agreements, and templates for maximum effectiveness What to expect during your integration journey, with examples of client onboarding, project initiation, change management, billing/accounting management, SLA management, marketing/sales process, and more How other MSPs have used these techniques and increased profitability by 20% - or MORE And much more

1. MSP Best Practices
Integrating Your RMM With Your
PSA Solution For Maximum Profit
December 10, 2013

2. Agenda
• Introductions
• Our MSP Expert – Erick Simpson, VP and CIO of SPC
International
– Key industry best practices for PSA process design and
implementation using several proprietary techniques
– How to integrate and configure best practice processes,
procedures, workflows, forms, agreements, and
templates for maximum effectiveness
– What to expect during your integration journey
– How other MSPs have used these techniques and
increased profitability by 20% - or MORE
• Q&A
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3. Stay with us until
the end and you
may win!

4. About Kaseya
• Founded in 2000
• Over 10,000 customers and a presence in over 20 countries
• Award-winning IT systems management software offered as SaaS
and on-premise
• Serving customers across industries including government,
military, retail, healthcare, education, financial, and more
• Serving both Managed Service Providers and IT departments
• Gartner Magic Quadrant 2013 – Visionary: Client Management
Tools
• New management team and backing from Insight Venture
Partners in 2013
• New acquisitions:
– Rover Apps for BYOD
– Zyrion Traverse for Cloud & Network Monitoring
– 365 Command for Office 365 administration
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www.kaseya.com

5. Why MSPs Choose Kaseya Essentials
A single Kaseya user can proactively manage 1,000s of automated
IT systems and network tasks in the same amount of time
required by a team of technicians using other techniques
It’s the industry’s only patented single-server-single-agent
architecture; MSPs get enterprise-class capability that is easy to
use and easy to afford
With 60+% of top MSPs worldwide using Kaseya, they get access
to the most robust community available
And with so many ISVs plugging in to Kaseya via a seamless
integration process, they get an easy way to leverage their
existing strategic technology partnerships

6. Industry Expert
Erick Simpson
Vice President & CIO, SPC International
Mr. Simpson is a recognized IT and Managed
Services Author, Speaker and Trainer, and
contributor to numerous industry publications and
events. Author of "The Guide to a Successful
Managed Services Practice", the definitive book on
Managed Services, and “The Best I.T. Sales &
Marketing BOOK EVER!”, “The Best I.T. Service
Delivery BOOK EVER!”, as well as “The Best NOC and
Service Desk Operations BOOK EVER!”. Erick has also
co-authored the HTG publication “Peer Power –
Powerful Ideas for Partners from Peers”. Erick's prior
experience includes overseeing the design,
development and implementation of Enterpriselevel Help Desks and Call Centers for Fortune 1000
organizations.
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Over 20 years experience in the IT
industry
Microsoft MCP, SBSC
Author, Speaker and Trainer
Built Call Centers and Service Desks for
Fortune 1000 Organizations
www.facebook.com/ericksimpson
www.linkedin.com/in/ericksimpson

7. About SPC International
• Solution Provider Community International
- The IT Business Builder
– Provides IT Business Operations, Sales & Marketing
and Technical Service Delivery Improvement
Education & Training Internationally
– Hosts the largest library of IT and Managed Services
business improvement and transformation resources
in the channel
• IT Business Builder Learning Management System
• Consulting Engagements
• Fulfillment Services
– 20,000 Members
• Kaseya Industry Expert since 2012
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8. Integrating Your RMM With Your
PSA Solution For Maximum Profit
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9. What is Integration?
The combining and
coordinating of separate parts
or elements into a unified
whole
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10. What are the benefits of Integration?
• Reduces
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Complexity
Redundancy
Maintenance
Labor
• Increases
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Efficiency
Visibility
Performance
Satisfaction

11. What can be Integrated?
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Client contact information
Client Assets/Inventory
Client Portal Access
Service Boards
Alerts – Tickets
Reporting

12. Integration Steps
• Create a Project Plan
– Phase 1: Audit and Optimize your PSA Solution
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Client Organization
Service Boards
Service Types
Work Types/Labor Rates
Ticket/Service Status
Technician Roles, Permissions, Groups
Incident Priorities and SLAs
Agreements
Workflow Rules and Escalation Alerts
Project Module and Templates
Sales Module and Templates
Accounting Package
Client Portal

13. Integration Steps
• Create a Project Plan
– Phase 2: Audit and Optimize your RMM
Solution
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Your Organization/Technicians, Roles, Rights
Client Organization/Departments/Contacts
Client Machine Groups
User Roles
Monitor Sets
Monitoring Policies
All Workstations/Servers Monitored
Patch Policies/Alerts
Dashboards
Alarms
Deployment Practices

14. Integration Steps
• Create a Project Plan
– Phase 3: Prepare to Integrate
• Review PSA and RMM Vendors’
Integration process
documentation
• Create a new Service Board in
your PSA for RMM tickets
• Assign resource(s) to the RMM
Service Board
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15. Integration Steps
• Create a Project Plan
– Phase 4: Conduct
Integration
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• Follow PSA and RMM
Vendors’ process and
tools
• Map Clients between
RMM and PSA
• Associate ticket status
from RMM to PSA
• Map alerts to new
Service Board
• Test

16. Integrations Do’s and Don’ts
• Do
– Plan your Integration project granularly
– Break down your Integration project into
logical phases to manage risk
– Allocate plenty of time to complete each
activity within each phase
– Audit and Optimize your PSA first
– Audit and Optimize your RMM next
– Test EVERYTHING during each phase
– Have your PSA and RMM Vendor’s support
information handy – you may need help if
something doesn’t go as expected

17. Integrations Do’s and Don’ts
• Don’t
– Take this process lightly
– Skip any steps
– Rush through it without the
proper preparation
– Do this during production hours –
pick a weekend to give you time
to recover if something doesn’t
go as expected

18. SPC RMM Audit and Optimization
Service!
Phase 1: Complete RMM Audit and Report
• Business Setup
• Patch Management
• Customer organization
• Patch policies enabled and
information complete
assigned
• Customer Machine Groups set up
• Patch alerts are being
• Customer Departments set up
managed
• Customer Staff contact
• Alarms and Tickets
information complete
• Alarms are current
• User Roles set up
• Dashboards are customized
• Scopes set up and in use
and in use
• Daily Basic Monitoring
• Tickets managed
• Servers actively monitored
• Policies set up and in use
• Workstations actively monitored
• Monitor sets assigned to
machines
• Policies set up and in use
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• PSA Integration
• PSA is integrated with RMM
correctly

19. SPC RMM Audit and Optimization
Service!
Phase 2: Import Custom Monitor Sets and Dashboards
• Import Five Service Monitor Sets • Import Six Performance Monitor
Sets
• Basic Server Service Monitor
• SQL Server 2005 Service Monitor
• SQL Server 2008 Service Monitor
• Exchange Server 2003 Service
Monitor
• Exchange Server 2007/2010
Service Monitor
• Set Up 2 Custom Dashboards
• Monitor Dashboard
• Alarm Dashboard
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Basic Server
Basic Workstation
SQL Server 2005
SQL Server 2008
Exchange Server 2003
Exchange Server 2007/2010
• Includes 3 Month IT Business
Builder Subscription!

20. SPC RMM Audit and Optimization
Service!
Phase 2: Import Custom Monitor Sets and Dashboards
• Import Five Service Monitor Sets • Import Six Performance Monitor
Sets
• Basic Server Service Monitor
• SQL Server 2005 Service Monitor
• SQL Server 2008 Service Monitor
• Exchange Server 2003 Service
Monitor
• Exchange Server 2007/2010
Service Monitor
• Set Up 2 Custom Dashboards
• Monitor Dashboard
• Alarm Dashboard
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Basic Server
Basic Workstation
SQL Server 2005
SQL Server 2008
Exchange Server 2003
Exchange Server 2007/2010
• Includes 3 Month IT Business
Improvement LMS Subscription!
30% off – only $485!
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http://s.spc-intl.com/kaseyaoffer

21. Next Steps
• More on SPC International’s Kaseya Optimization Services
http://s.spc-intl.com/kaseyaoffer
• Learn more about Kaseya for MSPs
www.kaseya.com/msp
• For a free live product demo
www.kaseya.com/mspdemo
• For a free trial
www.kaseya.com/trynow
Kaseya Industry Expert Webinars
www.kaseya.com/resources/webinars
• To speak with us
www.kaseya.com/contactme
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community.kaseya.com