{"id":38155,"date":"2022-10-11T15:01:27","date_gmt":"2022-10-11T14:01:27","guid":{"rendered":"https:\/\/www.n-able.com\/?p=38155"},"modified":"2022-10-14T22:40:15","modified_gmt":"2022-10-14T21:40:15","slug":"msp-automation-getting-started-and-overcoming-challenges","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/de\/blog\/msp-automation-getting-started-and-overcoming-challenges","title":{"rendered":"MSP automation\u2014getting started and overcoming challenges"},"content":{"rendered":"<p class=\"p1\"><span class=\"s1\">Over the past few <a href=\"https:\/\/www.n-able.com\/events\/boot-camp?filter_products=all&amp;filter_topic=all&amp;filter_event-region=all#filtered\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">Boot Camps<\/span><\/a> I\u2019ve done since becoming a Head Nerd, automation has been a continuing topic of discussion, and one that brings up various roadblocks. Many of the MSPs that I have talked to one-to-one after the Boot Camps have said they were \u201cembarrassed\u201d to ask more questions about automating their service delivery as they didn\u2019t want their peers \u201claughing\u201d at them. If you fall into this category, don\u2019t panic! Here are some answers to the three most common challenges MSPs feel they need to overcome when starting their automation journey:<\/span><\/p>\n<ol>\n<li class=\"p4\"><span class=\"s1\"><b>How do I get my end users to \u201cpay\u201d for automation?<\/b><\/span><\/li>\n<li class=\"p4\"><span class=\"s1\"><b>Where do I start with automation, or what should I be automating first?<\/b><\/span><\/li>\n<li class=\"p5\"><span class=\"s1\"><b>I am a single-person shop, I don\u2019t have time.<\/b><\/span><\/li>\n<\/ol>\n<p class=\"p1\"><span class=\"s1\">Let\u2019s dive into these quickly:<\/span><\/p>\n<h2 class=\"p1\"><span class=\"s1\">1. How do I get my end users to \u201cpay\u201d for automation?<\/span><\/h2>\n<p class=\"p1\"><span class=\"s1\">To get end users to \u201cpay\u201d for automation, I am a fan of minimum time entries on tickets. In the real world, I have seen minimum entries of 5-15 minutes depending on the capabilities of the ticketing solution\/PSA. What this allows an MSP to do is create simple self-healing items\u2014for example, empty the recycle bin upon failure of a \u201cDisk Space Check\u201d or automatically install a piece of software if it\u2019s not found by an \u201cIs File There\u201d Check\u2014that can become billable and trackable items. Both N-Sight RMM and <a href=\"https:\/\/www.n-able.com\/products\/n-central-rmm\/automation\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">N&#8209;central RMM automation<\/span><\/a> allow you to integrate your PSA to open a ticket upon check failure and closes the ticket upon the check clearing. This will allow you to bill and track these simple maintenance items and begin to see the monetary benefits of automation.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Some quick math here:<\/span><\/p>\n<ul>\n<li class=\"p4\"><span class=\"s1\">If you charge $125 per hour for your services a simple automatically opened ticket for a \u201cDisk Space Check\u201d failure can generate you anywhere from $10.40 to $31.25, depending on where you fall in the 5-15 minute per ticket minimum.<\/span><\/li>\n<li class=\"p5\"><span class=\"s1\">Comparing this to the average burdened technician cost of around $35 per hour, you can pay a tech to work on automation for an hour with 2-3 tickets of this type. Imagine what happens when you see 50-100 pieces of self-healing attached to tickets rolling through your PSA each week\/month.<\/span><\/li>\n<\/ul>\n<p class=\"p6\"><span class=\"s1\">Please note that I am not asking you to rake your end users over the coals with automatically generated tickets that come bearing a minimum, just inflating the amount you are billing them.\u00a0 Remember, we are selling and producing \u201cEnd User Productivity and Peace of Mind.\u201d\u00a0 Something like an ignored check that passed on its own without any work or automation being done should not be billed for and audited out of the invoicing. We should bill for work done regardless of whether it is hands-on or automated. Plus, your fully managed and proactive packages should have some built-in leeway for automation time.<\/span><\/p>\n<h2 class=\"p1\"><span class=\"s1\">2. Where do I start with automation, or what should I be automating first?<\/span><\/h2>\n<p class=\"p1\"><span class=\"s1\">This is a much harder question to answer. In my mind, there are two trains of thought here but, before diving in let\u2019s get one thing out of way first. There are table stakes here: you should have almost all your patch management, backup, and MAV\/EDR actions automated to make your life easier. If not, get those items automated and then come back.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">So, the two trains of thought here are:<\/span><\/p>\n<ol>\n<li class=\"p4\"><span class=\"s1\">Start with your SOW\/SLAs\/SOP and automate your weekly and monthly maintenance as much as you can.<\/span><\/li>\n<li class=\"p5\"><span class=\"s1\">Audit your tickets and grab the top 10 issues, if you can automate a response\/solution to any of those tickets do so.<\/span><\/li>\n<\/ol>\n<p class=\"p1\"><span class=\"s1\">These mindsets will help get you in a position to quickly realize that automation is not some unsurmountable task that can never be completed. Instead you\u2019ll have some quick and simple tasks that combine to make a powerful timesaving bit of automation for you MSP business. Once you have gone through this exercise, it\u2019s time to leverage the Marc-Andre Tanguay Boot Camps titled <a href=\"https:\/\/youtu.be\/hA-0h1-Rb_s\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">15 Things You Can (and should) Automate<\/span><\/a> and <a href=\"https:\/\/youtu.be\/kuhOIYAhy9M\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">15 MORE Things you can (and should) automate<\/span><\/a>.<\/span><\/p>\n<h2 class=\"p1\"><span class=\"s1\">3. I am a single-person shop, I don\u2019t have time<\/span><\/h2>\n<p class=\"p1\"><span class=\"s1\">This is one of the most common objections to automating an MSP\u2019s service delivery, and I get it. The answer here is to not try and reinvent the wheel. Follow the mantra of \u201cif I have to do something three times, I should automate it,\u201d however we need to remember that we are not the first MSP to automate our service offering.<span class=\"Apple-converted-space\">\u00a0<\/span><\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Stack Overflow and Google are real resources here, I use them in my day-to-day all the time. Even more valuable there are already 70-80 pieces of scripting in N-Sight RMM\/N&#8209;central RMM via the Automation Manager, whch is available to every user in both of your <a href=\"https:\/\/www.n-able.com\/solutions\/remote-monitoring-and-management\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">RMM solutions<\/span><\/a>. On top of that our <a href=\"https:\/\/me.n-able.com\/s\/global-search\/%40uri#t=AutomationCookbook&#038;sort=relevancy#sort=relevancy\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\">Automation Cookbook<\/span><\/a> has over 720 scripts that have been either created by either the Head Nerds or our partners.\u00a0 You can find the resources that you need to easily and quickly implement the automation that you need without putting in excessive amounts of time. So use the resources that you have rather than trying to script everything from scratch and you\u2019ll see your life get easier.<\/span><\/p>\n<h2 class=\"p1\"><span class=\"s1\">The biggest takeaway for MSP automation<\/span><\/h2>\n<p class=\"p1\"><span class=\"s1\">The takeaway here is that automation should not be a scary monster. It should be taken step by step utilizing the resources at hand to not only increase your profitability as an MSP, but to free up time for your technicians to further automate your service offering.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>Interested in more blogs on automation? <\/b><a href=\"https:\/\/www.n-able.com\/blog\/automation?filter_products=all#filtered\" target=\"_blank\" rel=\"noopener\"><span class=\"s2\"><b>Click here<\/b><\/span><\/a><\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><i>Joseph Ferla is one of our Head Nerds. You can follow him on Twitter\u00a0<\/i><a href=\"https:\/\/twitter.com\/headnerdjoe\" target=\"_blank\" rel=\"noopener\"><span class=\"s5\"><i>@headnerjoe<\/i><\/span><\/a><i>\u00a0or on \u00a0<\/i><a href=\"https:\/\/www.linkedin.com\/in\/joe-ferla-442693122\" target=\"_blank\" rel=\"noopener\"><span class=\"s5\"><i>LinkedIn<\/i><\/span><\/a><i>.<\/i><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Getting started with automation can require a change of mindset for MSPs. Joe Ferla answers how to overcome the three most common roadblocks.<\/p>\n","protected":false},"author":100,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-38155","post","type-post","status-publish","format-standard","hentry","topic-automation","topic-head-nerds"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>MSP automation\u2014getting started and overcoming challenges - N-able<\/title>\n<meta name=\"description\" content=\"Getting started with automation can require a change of mindset for MSPs. Joe Ferla answers how to overcome the three most common roadblocks.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.n-able.com\/de\/blog\/msp-automation-getting-started-and-overcoming-challenges\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"MSP automation\u2014getting started and overcoming challenges - N-able\" \/>\n<meta property=\"og:description\" content=\"Getting started with automation can require a change of mindset for MSPs. Joe Ferla answers how to overcome the three most common roadblocks.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.n-able.com\/de\/blog\/msp-automation-getting-started-and-overcoming-challenges\" \/>\n<meta property=\"og:site_name\" content=\"N-able\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/NableMSP\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-11T14:01:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-10-14T21:40:15+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.n-able.com\/wp-content\/uploads\/2022\/10\/220927_blogbanner_WhyNotAutomateEverythingYouCan_SEO_ss.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Joe Ferla\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.n-able.com\/wp-content\/uploads\/2022\/10\/220927_blogbanner_WhyNotAutomateEverythingYouCan_SEO_ss.jpg\" \/>\n<meta name=\"twitter:creator\" content=\"@Nable\" \/>\n<meta name=\"twitter:site\" content=\"@Nable\" \/>\n<meta name=\"twitter:label1\" content=\"Verfasst von\" \/>\n\t<meta name=\"twitter:data1\" content=\"Joe Ferla\" \/>\n\t<meta name=\"twitter:label2\" content=\"Gesch\u00e4tzte Lesezeit\" \/>\n\t<meta name=\"twitter:data2\" content=\"5\u00a0Minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/msp-automation-getting-started-and-overcoming-challenges#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/msp-automation-getting-started-and-overcoming-challenges\"},\"author\":{\"name\":\"Joe Ferla\",\"@id\":\"https:\/\/www.n-able.com\/de#\/schema\/person\/83c8501f82d8025a5f4ac559ae382551\"},\"headline\":\"MSP automation\u2014getting started and overcoming challenges\",\"datePublished\":\"2022-10-11T15:01:27+01:00\",\"dateModified\":\"2022-10-14T21:40:15+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/msp-automation-getting-started-and-overcoming-challenges\"},\"wordCount\":963,\"publisher\":{\"@id\":\"https:\/\/www.n-able.com\/de#organization\"},\"articleSection\":[\"Automation\",\"Head Nerds\"],\"inLanguage\":\"de\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/msp-automation-getting-started-and-overcoming-challenges\",\"url\":\"https:\/\/www.n-able.com\/de\/blog\/msp-automation-getting-started-and-overcoming-challenges\",\"name\":\"MSP automation\u2014getting started and overcoming challenges - N-able\",\"isPartOf\":{\"@id\":\"https:\/\/www.n-able.com\/de#website\"},\"datePublished\":\"2022-10-11T15:01:27+01:00\",\"dateModified\":\"2022-10-14T21:40:15+00:00\",\"description\":\"Getting started with automation can require a change of mindset for MSPs. 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