MSP State of the Union 2013 | Global Pricing Benchmark Survey and Results

Your Host

Erick SimpsonVice President & CIO, SPC International

Mr. Simpson is a recognized IT and Managed Services Author, Speaker and Trainer, and contributor to numerous industry publications and events. Author of "The Guide to a Successful Managed Services Practice", the definitive book on Managed Services, and the follow-ups in MSP University’s Managed Services Series “The Best I.T. Sales & Marketing BOOK EVER!” and “The Best I.T. Service Delivery BOOK EVER!”, as well as his newest book “The Best NOC and Service Desk Operations BOOK EVER!”, Erick has also co-authored the HTG publication “Peer Power – Powerful Ideas for Partners from Peers”. Erick's prior experience includes overseeing the design, development and implementation of Enterprise-level Help Desks and Call Centers for Fortune 1000 organizations.

Erick

Simpson

Vice President & CIO

SPC International

www.spc-intl.com

• Over 20 years experience in the IT industry

• Microsoft MCP, SBSC

• Author, Speaker and Trainer

• Built Call Centers and Service Desks for

Fortune 1000 Organizations

Speaker Spotlight

David CastroDirector, Marketing | Partners & Service Providers at

Kaseya

David

Castro

Director of Marketing

Kaseya

www.Kaseya.com

• Over 15 Years Software/Hardware Services

Experience

• Recognized Speaker and Industry Expert on IT

Business Improvement Best Practices

• Professional Market Researcher and Demand

Generation Expert

Mr. Castro drives the Kaseya partner and service provider go-to-

market strategy and leads all marketing functions, including

market analysis, marketing communications, demand generation

and management, and partner enablement and relationship

management. He has more than 15 years of software, hardware,

and services management experience in various commercial

markets, including finance, healthcare, education, and

government. He has presented on a wide variety of channel best

practice topics to VARs, SIs, and MSPs at numerous partner

events, including sessions at CompTIA, SPC International, Ingram

Micro, Marketo, Kaseya, HTG and Autotask.

Agenda

• Introduction to Kaseya

• Presentation of Kaseya’s 2013 MSP Pricing

Survey Results

• Analysis of Data and Conclusions

About Kaseya• Founded in 2000

• Over 10,000 customers and a presence in over 20 countries

• Award-winning IT systems management software offered as SaaS and on-premise

• Serving customers across industries including government, military, retail, healthcare, education, financial, and more

• Serving both Managed Service Providers and IT departments

• Gartner Magic Quadrant 2013 – Visionary: Client Management Tools

• New management team and backing from Insight Venture Partners in 2013

• New acquisitions:– Rover Apps for BYOD

– Zyrion Traverse for Cloud & Network Monitoring

– 365 Command for Office 365 administration

The IT Marketplace Is Changing

Source: Gartner (2013), IDC (2012), Forrester (2013), Kaseya (2013), Dell (2013)

How

are you

responding?

10 Core Observations in 2013 for MSP Pricing

The Survey & Methodology

• Annual survey of worldwide user base (Q3 2013)

• Sample size 1000+

• Responses from 20+ countries

• Prices converted to $USD at FX rates as of 11/1/13

• MSP users with 90 to 45,000 devices under management

• MSP users/demographics include

– Break-fix, monitoring only, pure-play MSP, cloud SP, and power-user MSP

– Owners, principals, directors, managers, administrators, technicians

• Simple statistical analysis (median and 1s)

Observation 1:

CIOs still need MSPs to help with big IT management issues

Source: Survey of 911 Kaseya Customers

Observation 2:

MSPs have evolved beyond break-fix, yet many offer similar core services


Observation 3:

The main MSP pricing model is “tiered” – followed closely by “per-user”


Observation 4:

The average monthly contract is $3,400


Observation 5:

The average monthly billing fee per user is $122


Observation 6:

Specialty services are offered – and delivered – by “world-class” MSPs


Observation 7:

“World-class” MSPs deliver cloud email and cloud backup services


Observation 8:

“World-class” MSPs deliver cloud monitoring services


Observation 9:

“World-class” MSPs deliver MDM and BYOD services


Observation 10:

3 out of 4 MSPs are raising – or holding firm on – prices for 2014


“World-class” MSPs are significantly

more valuable than their peers


Get Started with Kaseya

MSP State of the Union 2013 | Global Pricing Benchmark Survey and Results

Technology

Transcript of MSP State of the Union 2013 | Global Pricing Benchmark Survey and Results