Plan to Expand without Slowing Down Your Business

Embracing new SMB Customer Demands

By John Durant, EVP & CTO, Kaseya

It’s a great time to be in the managed services business. Indeed, as more enterprises expand their infrastructures and move to the cloud, the global market for managed services is expected to nearly double to $260 billion in the six years from 2016 to 2022.

As managed service providers (MSPs) seek to capitalize on the growing demand for their services, many tell me one of the major issues they struggle with is hiring new IT technicians. As they expand, MSPs need to hire more people. Yet doing so takes experienced techs away from their everyday work in order to train these new hires.  Bringing a new tech up-to-speed can require many dozens of hours of training over a several-month period. Not only does this slow down the pace of business, but it can add up to tens of thousands of dollars in lost services revenue and less happy customers in the near term.

By finding innovative ways to onboard new techs, MSPs can significantly shorten the training process. Experienced techs spend less time away from their billable work, and new hires can rapidly begin serving clients—leading to better customer service and increased profits.

Streamlining the training process

Kaseya has been working to help MSPs improve their onboarding processes. And we now offer two services to help MSPs quickly train new techs. We recently signed an integration partnership with the IT documentation platform IT Glue that enables MSPs to centralize and standardize documentation for IT processes, applications, devices, passwords, and other IT assets. Using this platform, new hires can securely access the exact information they need, right when they need it, reducing assistance from experienced techs. The platform also makes it easy for MSPs to follow consistent processes, improving client service and minimizing the effects of employee turnover.

We also offer Automation Exchange, a free online forum that lets MSPs access script packages designed by Kaseya while sharing their own custom scripts for automating tasks. By incorporating these scripts into their work, new hires can bypass the ramp-up time required for many manual processes and simply run the scripts they need to perform their day-to-day work. It’s the difference between teaching a new hire calculus or giving them a calculator—and it can save significant amounts of time.

Faster onboarding = higher profits

Combined, these two services can dramatically shorten the onboarding process, allowing MSPs to quickly bring new hires up-to-speed. At a time when many MSPs are looking to scale their businesses, these services add up to a more efficient training process, more revenue for MSPs, and happier customers.

Learn more by visiting



Posted by John Durant
As Kaseya’s Executive Vice President of Engineering, John Durant leads the company’s product development and cloud/SaaS operations teams. A business-minded technologist, he applies his rich management and executive leadership experience in aligning innovation and operational teams to best serve the needs of customers. Known for his infectious energy and strong sense of mission, he empowers and inspires his teams to build better products, strengthen foundations, and innovate in meaningful ways. John joined Kaseya in the summer of 2017 from Code42 where he served as CTO & SVP with responsibilities for Cloud Operations, IT, Product Management, and Engineering. Before Kaseya, he worked as an executive for a venture research firm where he used a lean startup approach and predictive analytics to develop new business entities in technology and health care. Earlier, he led software development efforts at Microsoft for eight years and co-authored the popular technical book, “XML Programming Bible, 3rd Edition.” When not at work, John has his hands full with the exciting and fast-paced activities of his six sons.

Why Now is the Best Time to Start your 2019 Planning

Despite the calendar saying the year is only half over, before you know it 2019 will be upon us. ButRead More

MSP Midyear Check in: Moving from Planning to Execution

Last December we talked about how important it is for MSPs to take a step back from the day-to-day servicingRead More

Top 5 Signs You're Living with Jurassic IT

BEHOLD: SysAdmin Appreciation Day is Almost Here!

Not that you need a reason to celebrate these unsung heroes, but Friday, July 27 is world SysAdmin Appreciation Day.Read More

Careers Award - Veteran Hiring Leader

MSPs and Metrics: A Match Made in Business Heaven

As business gurus have long argued, you cannot manage what you cannot measure. Good metrics and key performance indicators (KPIs)Read More