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5 reasons why MSP’s should consider outsourcing their NOC

The unemployment rate in the Information Technology sector is hovering under 2%. Which means that technology companies need to be very resourceful on utilization of their existing human resources. Automation is playing a large role in freeing up technical staff from repetitive and repeatable tasks, however the growth of the overall industry exceeds the rate at which automation is reducing workloads. Add to that the fact that engineers are still needed to program and build the automation, it calls for a compelling case for technology firms to find ways to partner for growth and sustainability.

Managed Service Providers (MSP’s) play a large and vital role in the overall technology space. MSP’s introduce, implement, support and maintain technology for businesses, putting them at the forefront of the ecosystem and industry. Now, more than ever, the war for talent for MSP’s is a hot topic within the industry. So, what can MSP’s do to win this war, while continuing to sustain and grow their businesses?

The MSP NOC is a centralized services delivery center which caters to all non-customer facing aspects of what an MSP does for their clients. NOC stands for Network Operations Center and handles mostly alerts coming from automated tools and software that the MSP deploys to manage client systems. Examples of such activities include handling alerts on customer servers, networks or sites going down, backups failing, critical services stopping etc.

  1. Essence of time: While the MSP may consider the NOC activities to be an integral part of what they do, the fact is that this takes away a good chunk of time and effort available to them in terms of engineer support time.
  2. Spread of alerts: NOC alerts come in with varying frequencies across the day and night via automated alerting tools. It is hard to predict when critical events may occur, and hence staffing for the NOC becomes a challenge.
  3. 24×7 Coverage: Most end-clients are demanding 24×7 to be the new 8×5. Small MSP’s cannot make that commitment to their customers due to resource constraints. This may mean them losing out on lucrative opportunities with larger customers.
  4. Resource fatigue: NOC resources need to follow process and procedures to a tee. This is an extremely repetitive course, often leading to resource fatigue and dissatisfaction for engineers who want to be exposed to different challenges and technical problems every day.
  5. SLA Adherence: Most MSP NOC’s aren’t constituted of a dedicated team, but rather a shared resource that may also be doing Helpdesk tickets. This may lead to missing critical customer alerts which may have SLA’s associated with them. Missing SLA’s may have financial penalties associated with them and potentially loss of clients.

ProVal Tech provides MSP’s with outsourced NOC services that work seamlessly with MSP tools and platforms, ensuring 24×7 coverage and addressing issues as they occur. Our NOC Services have enabled MSP’s to offer true 24×7 support, improve SLA’s and efficiency in delivering managed services to their customers.

 

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They truly act as an extension of our team, providing the right consulting support exactly when we need it.

ProVal brings deep, hands-on knowledge of how ConnectWise PSA really works, combined with a thoughtful, consultative approach that sets them apart.

They listen first—both to understand our environment and who we are as an organization—and focus on finding the right solutions rather than pushing products. With strong command of best practices and experience across many MSP environments, they truly act as an extension of our team, providing the right consulting support exactly when we need it.

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Michael LaFond
ConnectWise Program Manager
New Charter Technologies

5 reasons why MSP’s should consider outsourcing their NOC

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I truly view ProVal as a partner and extension of my team, not as one of my vendors

When our NOC Manager left last fall we wanted to replace the position with an outsourced NOC to reduce headcount, and bring in an expert to both Labtech and our backup solutions. Bringing in ProVal Technologies was one of the best decisions we made last year and has paid for itself.During our first few monthly recurring Labtech admin meetings the ProVal team discovered incorrect settings and policies that were not applying correctly in our Labtech server. Things that we thought were automated and working were not. For example, there were multiple scripts and policies running but set to do nothing such as disk cleanup scripts. Cisco Umbrella was not configured correctly. Server alerting was not set right and the list went on.The backup team sends daily and weekly reports and updates that reduce my technicians time that we used to spend on backup or antivirus tickets that took forever and were tedious.ProVal also brings in great insights to our business and really cares about our success. They will frequently mention to me in meetings what new scripts they can import to make us more efficient or will schedule upgrades to our backups, Labtech, etc so I don’t have to worry. I truly view ProVal as a partner and extension of my team not as one of my vendors.

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Chris Warnick
Vision Computer Solutions
Northville, MI

They will quickly become an extension of your team and your ROI will reflect the results

We have been a long time user of Labtech and had tried for many years to manage the product internally with no real success at the level we needed to make our solutions more efficient for our customers. Once we hired Vikram and his team at ProVal, it solved all our pain points with the product and we really felt like we were leveraging the tool as it was designed. If this sounds like you and it’s keeping you up at night, then you need these guys. They will quickly become an extension of your team and your ROI will reflect the results.

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Bryan Wolff
CEO, Wolff Logics LT Managed & Admin Services
Cedar Park, Texas

They work well, fast and on budget

We met Vikram from ProVal Tech at Gary Pica’s Shnizzfest a year ago. Vikram explained the advantage of having trained, certified personnel take care of our recent Automate implementation. Even though we had taken an implementation package from ConnectWise to start up the program, we felt many custom configurations we needed for our business were lacking. We hired ProVal Tech after Automate was installed to help us with this task. From sales to technicians everyone was professional and knowledgeable. Onboarding was simple, and well documented. Tools on the web were supplied while we did the work, and they allowed us to track what was done, and see the improvements in the environment. It was easy to reach any of the team members, for any concern or question – all answered with courtesy and smile. Once the work was finished, we were given some training and explanations, add to that documentation, about the work and the scripts and features added to the program. We have been happily working with Automate since then. We can only recommend this efficient team of people for any work into Automate: they work well, fast and on budget.

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Ben Prevost
FarWeb IT
Sherbrooke, Canada
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