Mark Copeman - MSP Secrets Revealed: 101 gems of inspiration, stories & practical advice for managed service provider owners

MSP Secrets Revealed

101 gems of inspiration, practical advice and wisdom from Managed Service Provider owners and IT professionals.

Mark Copeman

In the 15 years I owned an MSP, I learnt an incredible amount of wisdom and knowledge from other MSP owners who had travelled the path before me. To seek that wisdom out I had to stalk them at events around the world, costing me many tens of thousands of dollars. Mark has now provided a shortcut to that whole process.

Nigel Moore,

Contents

ACKNOWLEDGEMENTS

When I first came up with the idea of curating and writing this book, I thought itd be easy. Id send 101 emails, get 101 responses in a month

FOREWORD

Jim Lippie, Kaseya

We hear of great ideas all the time, but some really stick with us.

I remember exactly where I was when Mark first told me of his idea to share stories about Managed Services Providers (MSPs), an industry I have come to love. I was standing in the Winter Garden Ballroom at the Krasnapolsky Hotel in Amsterdam during Kaseyas annual European User Conference on a raw, rainy November day and was talking to Mark about his previous literary work, Helpdesk Habits. I mentioned what a great accomplishment it is to write a book in ones lifetime. At that moment, Mark informed me that he wasnt done yet, he had at least one more book in him. I could tell by the gleam in his eye that he had it all worked out in his head already, which prompted me to ask about the premise.

He shared his concept and the books title with me, which we all know now is MSP Secrets Revealed. I remember telling him what a great idea this was while, in all honesty feeling a little jealousy about the fact it wasnt my idea. (Im only revealing this unflattering human emotion to Mark now). In the end, I received an awesome consolation prize with the distinct honour of being asked to write this foreword.

Why do we all want to be let in on secrets? I can never remember a time when someone asked me, want to know a secret? and responding, no. Of course , I want to know someones secret, I want to know as many secrets as I can, because having knowledge someone else does not possess can be considered an advantage.

In reading, MSPs Secrets Revealed, the notion of having an advantage immediately came to mind. Because even though Mark cleverly markets the word secrets in the title, the reader really gleans best practices. The reader learns what has worked for others and conversely what hasnt worked. The reader is given access to knowledge, without the potential downside of failure. When you think of it in those terms, reading a collection of stories that have worked and also that havent worked, provides you with an overwhelming advantage.

In many ways, its like someone giving you all the answers to a test in advance, without having to study.

Imagine it a different way. What if we actually listened to all the advice our parents gave us, even when we were certain that they could never understand what we were going through at the time? As a father to a 15 year old boy, my greatest purpose and most challenging endeavour, is to teach my son some of the lessons I was forced to learn the hard way and how to navigate through life, whilst I continue to make my own mistakes.

Reading through MSP Secrets Revealed, I wondered what it would have been like to have access to all the great knowledge in this book when I first became the CEO of an MSP at the age of 32. What an advantage I would have had.

If nothing else, by just paying attention to the story I contributed, I would have made a single different personnel decision that would have made my life and the lives of my co-workers so much better. Its the old notion, if I only knew then, what I know now. With MSP Secrets Revealed , you now benefit from over 100 stories from some of the smartest leaders in the MSP industry.

The great author Jim Collins says, You learn from every mistake in business that you survive. One of the best parts of MSP Secrets Revealed is that you get to learn from other peoples mistakes and triumphs, without having ventured time, money or resources.

MSP Secrets Revealed reads much like a conversation with Mark; easy. For those who are not fortunate enough to know Mark personally, hes a great conversationalist. Hes also warm, forthright and transparent. I have been lucky enough to have had many engaging conversations with Mark over the years and walked away better off for having every discussion.

Whether its breakfast in London or soup at a coffee house in Boston, Mark is always able to instil intellectual curiosity through simple one-on-one conversations. Every time I read a new story in MSP Secrets Revealed, I can picture Mark sitting across from me, with tea in hand, relaying a tale that I am sure to benefit from.

As GM and Senior Vice President at Kaseya, Jim oversees the companys global customer community and is responsible for partner development.

Introduction

Shhhhh.

I want to start with a secret of my own. Ive never owned or worked directly for a Managed Service Provider (MSP) / IT Support business / Service Desk.

That has put me in the perfect position to curate and edit a book about the secrets of the MSPs. It has made me more curious. It has helped me not to assume. It has meant Ive been able to ask non-leading questions.

It means I am now able present 244 pages to the world, of what I believe to be pure gold.

No one person has all the answers. No one person can provide a complete perspective. Whilst there are many whove owned, grown or sold their MSP and have their unique story - my goal in writing this book, was to bring together dozens and dozens of such stories. 85 IT professionals (including myself!) spread across the planet have contributed and Im incredibly grateful to them for their wisdom.