Level Platforms: Help Desk Meets Managed Services Software

The lines between managed services software, NOC (network operations center) services and help desk services continue to blur. The latest example involves Level Platforms introducing NOC and Help Desk services tied to its Managed Workplace platform for MSPs in the small business IT services market. This is part of a growing trend in the MSP market.

As aspiring MSPs evaluate their software and customer support strategies, multiple vendor camps are emerging. A few examples:

  • Continuum (formerly Zenith RMM) tightly links its remote monitoring and management (RMM) software with Continuum's NOC services. The strategy was originally pioneered by Zenith Infotech, which sold its RMM/NOC business to Continuum in September 2011.
  • N-able Technologies (RMM) and NetEnrich (NOC and closet-to-cloud services) have been partnering closely. Both N-able and NetEnich also work closely with Ingram Micro Cloud.
  • ConnectWise CEO Arnie Bellini has called on MSPs to keep their help-desk services in house, so that MSPs can closely monitor customer trends -- which often surface during help desk conversations.
  • Numerous MSP-centric companies have partnered up with Live Virtual Help Desk, which offers help desk and NOC services to VARs and MSPs.
Now along comes Level Platforms. The company spent most of 2010 strengthening its core managed services software code base and writing feature enhancements. The result was Managed Workplace 2011, which -- generally speaking -- was well received by MSPs. Indeed, Level Platforms grew its partner base 45 percent in 2011.

Now, Level Platforms is branching out into the NOC and help desk services. The Level Platforms NOC and help desk services can be white labeled by VARs and MSPs. I believe the support teams are located in Level Platforms' headquarters in Canada.

I believe a few dozen Level Platforms partners have been beta testing the NOC and help desk services. The early chatter has been positive but outsourced NOC and help desk services are notoriously difficult to scale -- especially since the service provider needs to master so many different end-customer networks while offering multi-region support.

More information about Level Platforms' NOC and help desk services are expected to surface during a Level Platforms roadshow even in February and March.
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