Appreciate the post and the video. I did watch it a few months ago - but was useful to review and there is good core information there - your willingness to really share the details of your approach is refreshing and why I decided to join the forums here and engage with this community of people looking to share knowledge.
I understand the core components and the value proposition is easy to sell - but after the sale, you have to deliver a product. If the product is peace of mind - then the product is also about shifting liability. At some level, the MSP is actually getting paid to take on liability for the performance and security of the clients network and data. Break/Fix is nice and clean in this area - it is like selling a car - I recommend a car to the customer based on what I think is a good fit for their budget and needs and then they decide to buy it. After they buy that car, it is on the customer to make sure they get the oil changed and do other proper maintenance and if the car breaks down when they are on the way to the most important job interview of their life - I do not expect them to come back to me and sue me for not getting the job. If I sell them a managed maintenance package for that car - selling them the peace of mind that we are going to make sure the car is in top maintenance condition - and the car breaks down on the way to that interview - I better be ready to lawyer up.
So, this is where I get stuck - what is the internal structure for making sure backups are running and patches are applied, etc.? Is a given employee given one customer for whom they are responsible? Do I assign Company X to technician Joe - and then Joe has a set of documented processes that he is responsible to perform for Company X? What documentation is created and what is the accountability mechanism that makes sure Joe is following the processes? It is just an entirely different business model that I am struggling to put skin on. I can do the tech - map the network, find the RMM, setup the backup system, set up the ticketing system, etc. - but it is the processes that have me stuck.
On a more technical level - I know that there has been some discussion about whether to ditch RMMs - and I think it is a valid discussion. I’m not sure that persistent, admin level, remote access is worth the convenience. Why not just have a user-initiated remote connection shortcut? We use Anydesk, for example, and will put a shortcut on the desktop to our customized run-only app - which is easy for the customer to initiate. Patch management is definitely a problem without an agent running of some sort.
Appreciate the opportunity to put this out there for the community’s feedback and thanks to Lawrence Systems for creating this forum and the ethos around it.