ITEX2015_SpeakerPresentationPPTV3
- 1. Building a Managed Services Division Presented By: Mat Wolfgram
- 2. Agenda • Getting Started • Building Your Team • Align with Your Partners • Your Image • Train Your Staff • Examples • Going forward….
- 3. GETTING STARTED Building a Managed Services Division
- 4. Getting Started • What do you know about Managed Services? – Do you mean “Managed Network Services?” – Do you mean “Managed IT Services?” – Do you mean “IT Services?” – Do you mean “Managed IT as a Service?” – Do you mean “Virtual CIO?” • Are you confused? We were….
- 5. Getting Started • Is this business right for you? “Everyone says, this is the way the industry is going”
- 6. Investment – Time/Money • What are your expectations? • Outsource/Build? • How soon do you want to be up and running? • What is the budget you have allocated? – Multiply it by three.. • How will you measure success?
- 7. BUILD YOUR STAFF Building a Managed Services Division
- 8. Building Your Staff • Who do you need? • What roles do you consider?
- 9. Building Your Staff Our Managed Services Org Chart Director of IT Lead Engineer SME SME Systems Engineer IT Tech On Site IT Tech Project Manager/ Sourcing SME
- 10. Building Your Staff • Be very specific on who you choose for each role • Use both inside and outside resources for evaluations • Look to create a “Win/Win” in the transition period • Hire for today and tomorrow
- 11. INFRASTRUCTURE Building a Managed Services Division
- 14. Build Out Processes • Engagement Strategies – Sales – Customer • Assessment Process • Solution Design and Engineering • Scope Development • Sourcing • Quote Process – Internal – External • Follow Up and Changes • Customer On Boarding
- 15. ALIGN WITH YOUR PARTNERS Building a Managed Services Division
- 16. Align with Your Partners • Investigate all the options • Interview them • Meet with more than just the sales person. – Owner/Sales Director/Technical & Support Staff • Talk to current partners – Understand the after the “honeymoon” – How do they handle live situations – How has the issue resolution process worked – Does it actually work?
- 17. Align with Your Partners • Some of our partners…
- 18. YOUR IMAGE Building a Managed Services Division
- 20. Your Image Our old website….
- 21. Your Image Our New website….
- 22. Your Image • What about social media? • How are you viewed in your market?
- 23. TRAINING Building a Managed Services Division
- 24. Training Sales • Who sells this stuff? • Can your traditional sales staff do it? • Who do you hire?
- 25. Training Sales • Your current sales team are now your hunters • Retrain on what to look for • Embrace "TEAM” selling – The best reps we have use their resources • Check your ego’s at the door… • They don’t need to control every aspect • Account managers are the Quarterbacks
- 26. Training Sales • Sales Tools…
- 27. GOING FORWARD Building a Managed Services Division
- 28. Going Forward • Reach out for advice • Use the resources at ITEX and in the industry • Be flexible • Remain agile based on market • Press on, it can be tough, but push forward!
- 29. Thank you! Mat Wolfgram mwolfgram@theotg.com The Office Technology Group