Richard Thomas

Highlight is an insights platform built specifically to transform the commercial strategies of MSPs and other IT Service providers. It enables business-level users (sales teams, service managers, operations agents and product managers) to access actionable insights about network performance data and use that information to drive decision making.  It then connects those users and insights…

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There comes a point in any industry when enough people know that the product or service being provided is valuable. Shortly thereafter, more people will start offering that product or service, because the market exists.  At that point, the product or service stops being unique and hard to find, instead it starts to become a…

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And how to pick the right one as a service provider in 2021 Network monitoring is a staple of IT services. As a service provider, it’s critical to understand how you stack up against SLAs and maintain high standards for your customers — fixing problems as they arise or undertaking preventative maintenance. Monitoring tools are…

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The relationship between you and your customer will be heavily influenced by your customer service strategy – and whether you actually have a thought-out strategy in this area, or just respond tactically to customer requirements. This becomes increasingly true when we talk about customer retention and acquisition — it typically costs 6-7 times more to acquire…

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You’ve likely heard about the ITIL service lifecycle and the service value system — what you might not be too familiar with is what exactly differs between both. Each framework is used as a means to the same end — to create and provide value once the demand and opportunity for it arises. Lately, however,…

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For many years, ITIL has been the major IT Service Management (ITSM) framework — loved and hated in equal measure. Since then ITIL has undergone multiple overhauls, not least the fundamental overhaul of 2019 — moving from v3 to ITIL 4. While ITIL 4 is an excellent step forward from previous versions of ITIL —…

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ITSM has been a building block of IT service management best practices for years — it’s in the name (IT Service Management). But with new versions of ITIL (one of many best practice ITSM guidelines), not to mention COBIT, ISO, FitSM and more, the number of frameworks, suggestions and strategies can be more confusing than…

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On average, customer churn costs businesses around $1.6 trillion per year. This is terrible news across all industries, often exceeding the costs of customer acquisition in the first place. Worse, bringing new clients up to the same level as those lost accounts can cost as much as 16 times more than holding onto them. For…

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In the wake of great change comes great opportunity and, where service providers are concerned, 2021 spells a new chance to come out as a strategic leader. After all, as businesses continue to embrace remote work as normal, MSPs are better positioned than ever to prove their value.  Unfortunately, in a services market that’s mired…

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While 2021 has seen some service providers enjoying as much as a 300% increase in uptake, the pandemic has caused plenty of whirlwinds within the industry. More than half of MSPs ultimately saw monthly revenues decrease as a result of the shutdown, and more struggled with challenges including a lack of time (54%), changing technologies…

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