Do PC Makers Understand Managed Services?
The VAR Guy is scratching his head and climbing up on his soap box. The reason: Our resident blogger can’t understand why most PC makers continue to ignore the managed services market, and the emerging MSP channel. Here’s where PC makers are stumbling with managed services — plus a few examples of PC makers that are getting it right.
First, the news hook: Lenovo earlier today announced a relationship with Kaseya, one of the best-known providers or remote monitoring and management (RMM) tools for MSPs. Smart move. And it’s the first of many steps that Lenovo is planning with RMM and PSA (professional services automation) companies.
So, why aren’t more PC makers taking similar steps? Frankly, The VAR Guy doesn’t have an answer to that question. Our resident blogger is stumped.
On the upside, Intel has long promoted vPro technology to MSPs. Microsoft took a first step in the MSP market in late 2009 when it participated in the MSPAlliance‘s MSPWorld conference. Acer-Gateway is partnering with Level Platforms to tackle the European MSP market. And Lenovo spent 2009 scouting the MSP market — attending many managed services events in order to get a feel for the MSP ecosystem. Those are all moves worth watching.
Sleeping Giants
Now, the downside. Where are Dell and Hewlett-Packard? Hmmmm…
Dell’s software team understands managed services. Dell acquired Silverback Technologies and Everdream back in 2007 as part of a one-two managed services punch. But most of Dell’s MSP efforts have involved direct sales lately… there’s little news about third-party MSPs leveraging Dell’s software at this point. Plus, there’s little news about Dell promoting its laptops, desktops and servers into the MSP space. If/when Dell is willing to talk, The VAR Guy is ready to listen…
Meanwhile, HP has also been quiet on the managed services front. Sure, our resident blogger hears about “well-managed” PCs from HP. But there doesn’t seem to be much interaction between HP and the various RMM and PSA tool providers. Most recently, HP vowed to work more closely with Microsoft’s System Center software. Looking ahead, perhaps HP will make some MSP moves at the upcoming HP Americas Conference (April 26-28, Las Vegas).
In the meantime, The VAR Guy is rewinding his memory to multiple 2009 events hosted by ConnectWise, Kaseya, N-able and Autotask (among other companies). Where are Dell and HP at those events? The VAR Guy awaits an answer…
Hey Var Guy,
I think you answered your own question. Most PC companies don’t understand managed services.
VG, great post, I wanted to comment specifically about your mention of DELL. I promise to curse. I speak to MSP and break fix – transitioning into MS partners all over the country and ask two questions at the beginning of every engagement. #1 who in here resells DELL equipment? I usually get about half the room to raise their hand. Then I follow it up with #2. Who in here views DELL as a threat? Now this is where it gets hilarious, 75% of the hands stay up and the other 50% go up. I am amazed of how many people will still move a product from a vendor that will back door them and take over their client. Immediately following those two questions I ask a third. Who in here has a horror story about DELL taking their client? What is so sad is if you look pass all the hands going up in the air like little school children you can notice the hate that shows on their face, the eyebrows that become wrinkled. People can’t wait to share their story. I hear it all from partners of all sizes.
DELL has taken Manage services and all the value you and I add as MSP’s and reduced it down to nothing more than a Check box!
Do you want Managed Services with this order Yes or No?
Almost as easy as asking if they would like fries with their order.
We, as MSP’s need to wake up. There are better options out there. Do a little research you can find proper companies that will provide quality hardware without the conflict or worry. Be protective of your clients because they can be taken.
Alex Rogers
CEO
http://www.CharTec.net
Frankie: You are correct, sir.
-TVG
Well it’s been clear with Dell since 2003ish that they were most interested in providing MSP type services directly to SMB. I think Silverback and Everdream were a hope to really be able to deliver on that vision.
The longer I have been in the MSP space the more obvious it has become that the big players (IBM, HP, DELL, CISCO, etc) have had a VERY VERY hard time figuring out the SMB space. (where most MSP’s live)
The bad news is, many of the PC OEMs have let nature take its course and done little to enable the MSP movement.
The good news however, is the fact that there are plenty of third party software vendors; financing and leasing arrangements; and innovative partners that have filled in the gaps. At some level, this is indeed the role of the channel – to build compelling end-user value propositions for managed services. The PC OEMs have the luxury being at the hub or bedrock – with servers, desktops, and laptops – of a managed service and everyone else has to layer on the new business model. The question is, how much money are the PC OEMs leaving on the table by following, rather than leading.
Brendan: Agreed. Unless you’re a simple SaaS application (Google, Salesforce, etc.), you gotta have feet on the street to serve SMB. Pure channel play.
-TVG
Good post, but I personally need examples of how Lenovo plans to plan intergrate with PSA’s and RMM tools. I am one of thoses guys that would raise their hand that I sell Dell and see them as a threat as well. Lately they dropped the ball on four differnt orders in the past 2 months for my business making us look bad and costing us several thousands of dollars in Montly Reoccuring Revenue deals that couldn’t start their contract. I am done with loss of revenue and will be pursuing a new partnership, even it if cost a bit more, my customers will still take our advise when it comes to hardware for business. Just as long as Lenovo doesn’t try a direct sales route like Dell does!!
Joe: The VAR Guy concedes… details are a little sketchy about exactly how Lenovo plans to integrate with RMM and PSA tools. But Lenovo did spend extensive time at 2009 MSP conferences. They studied the market before making moves. That’s smart. Our resident blogger will check in with Lenovo to see if they can share more details with you.
-TVG
Joe Axne: while the integration will vary slight by ISV, the design is to incorporate our ThinkVantage technologies around management and security into the dashboards and reporting tools. Lenovo (and IBM) have invested heavily into this for about 20 years. You may remember the first Wake on Lan feature (later becoming vPro) and security chip (becoming Trusted Platform Module) for which we hold patents.
The key thing is that our focus was on enterprise and making the tools such as LanDesk, Microsoft SMS, Tivoli, etc. work in those environments. MSP’s have similar remote support requirements as a large decentralized IT department, however, struggle with the added complexity of out-of-band and beyond the firewall management where we can add some real value.
We have started the process of becoming a true Lenovo partner and would like to mention to other consultants that I went to http://www.lenovopartnernetwork.com and have signed up as a partner.
We are Kaseya for Remote Monitoring and Remendation personally and use AutoTask as our Professional Services Automation (Ticketing, Contracts, etc.)
We will be placing our first Lenovo ThinkServer order today and plan on standardizing on this platform as long as we can complete the following with the ThinkServer Line:
Have event’s logged to Event Viewer in Windows and what those event ID numbers are so we can setup our monitoring to watch for said events to occur. I am hoping that we can configure your hardware managemetn application to write to event logs so we can stay as proactive as we can on alert managmenet.
I am hoping as a partner(once approved) that we will have the training needed to assure we implement your hardware using “Best Practices”.
Work with a reseller (Ingram, DandH, etc) that will make our ordering process as seemless as possible for quick orders and quick turn around on hardware orders.
I personally look foward to this partnership and would like to understand all the resources avilalble to me as a Lenovo partner which I am sure will come with approved application.
Thanks for the Reply!