Hey Reader, who manages your RMM? Managing and tuning an RMM at an MSP is a monumental task. Getting that tricky balance of signal-to-noise ratio takes a lot of planning and analysis. Back in the glory days of the RMM, most of them came as a flat system, and you needed to add all the monitors you wanted yourself. This was a major sticking point for busy MSPs that didn't have the time or expertise to build them out. So, the vendors started to provide monitoring packs. These were pre-configured...

Hey Reader! How do you plan for contingencies in your projects? My project scoping calculator adds 10% contingency to all projects. If you have a project with 40 related tasks, you're guaranteed to run into problems. As my guest on a new podcast episode put it, "It's septillion times more likely that the sun won't rise tomorrow than all your projects go off without a hitch." Pretty terrible odds. So you better do something about it. At the very least, you should just plan for problems. I...

Hey Reader, how would you rate your use of KPIs? I find MSPs are usually in two camps. 1. KPIs Yes! Insights? No. 🙁 Most MSPs have some KPIs in place, but they usually don't find them that helpful. Quite often this is because the KPIs don't tell them anything about what's happening around them, or people feel they don't reflect the reality of their day-to-day. KPIs are not a set it and forget it kind of thing. You need to constantly review, adjust, remove, add, and question what the KPIs are...