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Windows 11 is soon to be upon us and released to client machines around the world. Such a big change and deployment is scary for many IT companies and service desks as we wonder what might stop working. Here at Uptime we have discussed internally what the rollout should look like to ensure that customers receive the right support, in a timely manner. This means we have some official guidance that we encourage you to consider following. By all means this is not a requirement

At times of such uncertainty it is important for any MSP owner/leader to evaluate the risks to their business. This is often something...

The past 2 months have seen an influx in MSPs looking to gain assistance via outsourcing. Alongside this we have seen many questions...

Just in case you have not experienced this directly yourself – it’s official: demand for tech talent will keep the labour market tight...

Like many MSPs (me included as an MSP partner!) you may be regarding the hype around AI with a certain amount of trepidation. After all, AI has enabled systems to be ‘trained’ to manage routine, repetitive tasks such as infrastructure monitoring and maintenance, network traffic control and even the automatic application of system fixes. On the service desk side, chatbots are now available to manage customer support tickets and engineer scheduling. With these the very same act

Don’t worry; this isn’t a question about your physical attributes. It’s an enquiry as to whether you follow a lean approach in running your managed service business. ‘Lean’ is a concept that has been followed in manufacturing for many years, with its roots as far back as Ford Motors in 1913, but most of its development coming from the Toyota Motor Company in the post-war years. The core idea of Lean is to maximise customer value while minimising waste – a concept that has jus

Earlier this month I attended the Business Technology and Services (BTAS) Conference in Sydney, where Paul Wiefels’[1] ” keynote address ‘Crossing the chasm – again!’ resonated with the audience of (largely) Office Technology Resellers (OTRs), many of whom recognise the declining demand for office and print products and are looking to move into managed IT services to add a services revenue stream alongside their managed print-based revenues. You may be among those OTRs lookin

Information security is fast becoming a major focus for all SMBs. By the end of 2015 cybercrime was at a record high during which more...

How do you grow your business? You take on more staff so you can service more clients. How do you pay for these additional resources? You take on more clients to increase your revenues. But how do you maintain service levels to all your clients while recruiting and expanding your customer base? It’s a bit of a chicken and egg situation. Mind the gap! Scaling up to a proactive, fully managed service-based operation requires a significant investment in infrastructure, resources

Some commonly-held concerns about partnering for NOC and Service Desk… …and why they need not be an issue. In a previous article for TotallyMSP, I offered this advice: if you’re keen to partner for NOC and Service Desk – you don’t have to make an all or nothing commitment at the outset. Dipping a toe in the water is an acceptable way to start your partnership journey – provided that you are in discussions with the right partner. In this article, I would like to move the topic