Microsoft’s Managed Services Team Discovers the Power of PSA
Rewind to the ConnectWise IT Nation conference in November 2010. At the time, a Microsoft Windows Intune executive quietly attended the conference to learn about the managed services market. Fast forward to the present and this week’s Windows Intune launch includes integration with major PSA (professional services automation) systems like ConnectWise and Autotask. Here’s the update.
As a reminder, Windows Intune is a cloud-based managed services platform. It allows MSPs and IT managers to maintain PCs and mobile devices running Windows 7. Generally speaking, I think Windows Intune will appeal to pure Windows shops but I’ve criticized it a bit for failing to support additional operating systems like Mac OS, iOS, Linux and Android.
Still, to Microsoft’s credit, the company has been closely studying the managed services market. When Windows Intune arrived this week, both ConnectWise and Autotask issued press releases promoting integration with the Microsoft platform.
- From the Autotask camp: “Service providers using InTune’s desktop monitoring can configure the tool to generate e-mail alerts that can be automatically converted into service tickets inside Autotask.”
- From the ConnectWise team: “ConnectWise and Windows Intune combine seamlessly to deliver an integrated workflow that includes problem alerting, tracking, remediation, and billing for work performed by MSPs.”
- I’ve reached out to other MSP-centric software companies to see if they plan to integrate with Windows Intune.
Also of interest: Microsoft also is positioning Windows Intune for VARs because:
- There’s no price barrier to the Windows 7 Desktop
- You can double BPOS proceeds by adding Windows Intune (maybe more with Office 365)
- Free up capital for your services
- Break into managed services
(For more details check out this Microsoft-authored blog.)
If Windows Intune catches on with VARs, perhaps Microsoft can also raise PSA’s visibility within the VAR community — a key step that both Autotask and ConnectWise have been trying to take.
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4 Reasons why my company as an MSP will never adopt Intune:
1) Doesn’t support servers, only desktop OS
2) Actually cost prohibitive…$11/mo per desktop license. Other leading RMM’s are MUCH less expensive. This price is also regulated by Microsoft.
3) We don’t control the billing relationship
4) Since this is a Microsoft product direct from Microsoft, it almost eliminates the need for MSPs in the client’s mind, allowing them to try and manage their systems themselves. “If I can buy this tool and do it myself, why do I need an MSP?”
Just my thoughts…
Rick: I respect your thoughts. In particular, I’m surprised Microsoft has not changed its stance on item 3. My best guess — call it an educated hunch — is Microsoft will offer partners some sort of cloud billing capability by late 2011 or 2012… once Office 365 is available worldwide and proven to be stable. But that’s just a thesis of mine based on trying to read between the lines.
Overall, I think Microsoft’s approach to MSPs and cloud computing partners is improving. But item 3 remains a glaring issue for some very vocal channel partners.
Thanks again for reading MSPmentor.
-jp
I work with a well know MSP, that has a close relationship with Microsoft, many of the longer-standing MSP tools and ConnectWise.
I have been VERY critical of the Microsoft Online Services billing model for a long time and have stood in opposition of that with my peers right in the faces of MOS execs, but I DO think Windows Intune is a simple, solid product that is here now and headed the right direction whether the billing model adjusts or not. Intune does what it says it does, and quite well. It doesn’t provide server management, no, but it does not advertise to that either.
We’ve already made money and brought in new clients with it that we’ve been unable to reach with our typical MSP services and we don’t view Windows Intune as a threat, but rather as a tool to continue building our practice.
Item #3 is a challenge, but there are still new and lucrative opportunities with Microsoft Online Services, in particular Windows Intune and Office365/BPOS.
Steve: Thanks for taking the time to share your own experiences in a balanced tone. Pleased keep us posted on your Windows Intune efforts in the weeks/months ahead. I’d love to hear more if/when your time permits.
-jp
First, full disclosure, Napera has an offering that competes with InTune. (I blogged about it here if you are interested: http://www.napera.com/microsoft/napera-meet-goliath)
The decision to do direct billing coupled with the fact that it is Windows-only means MSPs can’t layer another solution to handle monitoring servers and non-windows along side InTune with only one bill sent to the customer. Also, I agree with Rick’s point #4.
Another thing I am curious about is the MSP’s reaction to the built-in endpoint protection. Is this a good thing for MSPs or not?
Chris: I can’t debate you on your points. I think MSPs are weighing all of them. Regarding your point about endpoint protection… I wonder if Microsoft will ever really be known as a security company.
On the one hand, I see great promise in Windows Intune for end-customers. But on the other hand, Microsoft’s earlier systems management efforts (example: Systems Management Server) didn’t exactly dominate the market…
-jp