Office 365: Making Money With Managed Services 8/24/2018 2:30 AM CLD03 Ro Kolakowski Company Partner 6th Street Consulting MPN partner since 2006 SharePoint Office 365: Making Money With Managed Services Jeannine Edwards Director ConnectWise Community Lisa Slim Microsoft Alliance Business Manager Hewlett-Packard MPN partner since 1989 HP Enterprise Business © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

How We Will Spend Our Time Together 8/24/2018 2:30 AM How We Will Spend Our Time Together We’ll look at… Why Managed Services is essential to the profitability of your cloud business Which key business components add the most leverage for an MSP What 5 actions you can do to build your managed service practice © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

The Typical Managed Solution Provider Company Profile Revenue Breakdown $3.3M Total Gross Revenue Time In Business 8 Years Length Of Customer Relationship 7 Years Revenue From Existing Customers 72% # Of Customers 180 Vendors Per Technology Category 2-4 Target >50% revenue from managed services Source: Everything Channel State of Market, 2010

May Resemble One Of Four Business Models Service VAR Category Core Revenue Source Resell Product Time & Materials Traditional VAR Product Sales Support Product Product To Pull Technical Services Solution VAR Project/Professional Services Technical Services To Pull Product Professional Services MSP / T&M Hybrid VAR Recurring Service Sales Professional Services To Pull Technical Services Independent Software Vendor Consulting Consultant/Influencer Recurring Service Sales More Stable And Profitable Predictable annuity based revenue Consistent use of resources Manageable budgets Pro-active opportunities Sticky relationships Increased company valuation

Cloud Business Is Just A Managed Service Customer Relationship Management (Updates, etc) Ent. Application Management (Line Of Business, Server Side) Desktop Application Management (Microsoft Office) Network Infrastructure Management (Routers, Switches, etc) Help Desk Top Managed Services Tools (BDR and antivirus) Applications (Hosted Exchange, hosted SharePoint) Infrastructure (Storage, data storage, security) Virtual Desktops (End user experience in the cloud) Vertical Market Software (healthcare, financial, legal) Top Cloud Managed Services Cloud Resell Managed Services If it can be monitored and managed... it can be put on a contract Resell Managed Services

Key Leverage Points Determine Success Drive More Revenue Minimize COGS Control Expenses Expand To Larger Customer Base Initiate Longer Contracts Set Minimums, Charge For Value Radiate Your Services Aim For Shorter Sales Cycles Improve Service Process Efficiency Automate With Tools Remote vs. Onsite Develop Repeatable Business Processes Drive Sales Efficiency Implement Effective Comp Plans Outsource or Partner for “A” Maximize Billable, Minimize Support Back to Basics: Revenue – COGs = Gross Margin – SGA = Net Profit

MSP and Cloud Profitability: The Big Five Define & Execute A Strategy For Growth (Don’t “Wish” It) Sell Beyond the IT Department (Paradigm Shift) Pursue New Technology Solutions Opportunities (RMM + Cloud Offerings) Invest Back Into Your Service Capabilities (Professional Service Automation) Tune Your Skill Set Mix (Evolution Not Revolution) Source: CompTIA/MSP partners

Define & Execute A Strategy For Growth MSP & Cloud Profitability: The Big Five Define & Execute A Strategy For Growth Recurring Revenue Practice Who Owns… Customer Engagement Marketing Sales Implementation Support Business Management Planning & Strategy Finance HR Admin Back End Support Process/ Infrastructure Service Delivery What we sell & how we package It How we migrate customers efficiently and effectively What skill set we invest in How we drive profitability Where we’re going and what we do The customer relationship Customer satisfaction How visible we are the customer Customer support How we evaluate our approach and evolve accordingly

Shift Your Paradigm Business Advisor Business Advisor Business Analyst Stickiness Sustainability Grow their business… and yours Business Analyst Understanding Business Objectives Creating Efficiency and Productivity Business Analyst Customer Value Trusted Advisor Relationship Helping Customers Proactively Manage Risks & Costs Unique understanding of Specialized Technologies Technologist Here’s how the technology works Implement…and Manage Technologist Exceptional Technical Support Fast Turnaround and delivery Trusted Advisor Relationship Business Evolution

Pursue New Technology Solutions + Remote Monitoring & Management Cloud Offerings

Pursue New Technology Solutions Technology Adoption Rates: Increase Of Best In Class Compared To Average Companies 68% 72% Invoicing 60% 69% RMM 65% Systems Management 57% 63% Trouble Ticketing Managed Services 51% 59% PSA 42% 46% SLA Average BIC 68% 62% 65% 62% Cloud 56% 56% 51% 46% 48% 45% Average 42% 38% BIC Invoicing PSA RMM SLA Systems Management Trouble Ticketing

Invest In Service Capabilities Without ConnectWise Chaos With ConnectWise Control

The Impact of PSA on Your Business 8/24/2018 2:30 AM The Impact of PSA on Your Business Anticipated Revenue Growth: Next 12 months 54% 34% 34% 36% Average 19% 13% 9% 1% 5-15% >15% © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Tune Your Skill Set Mix Traditional Solution Provider 8/24/2018 2:30 AM Tune Your Skill Set Mix Traditional Solution Provider Managed Service Provider Cloud Integrator Technical: Break/Fix Technical: Monitoring Business Consulting Technical: Consulting Sales Marketing Business: Consulting Business: Consulting Sales Sales Marketing Technical: Consulting Marketing Technical: Break/Fix Technical: Monitoring © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

MSP and Cloud Profitability: The Big Five Define & Execute A Strategy For Growth (Don’t “Wish” It) Sell Beyond the IT Department (Paradigm Shift) Pursue New Technology Solutions Opportunities (RMM + Cloud Offerings) Invest Back Into Your Service Capabilities (Professional Service Automation) Tune Your Skill Set Mix (Evolution Not Revolution) Source: CompTIA/MSP partners

Website Management Mobile Telecommuting Cloud Services Help Desk Printer Management Infrastructure Software as a Service (SaaS) Vendor Management Storage, Backup and Disaster Recovery Professional Services Digital Signage Internal IT Department Hardware as a Service (HaaS) Security Surveillance Remote Monitoring and Automation Email Management and Administration Voice Networking (VoIP) Telepresence Website Management Mobile Telecommuting Cloud Services

Office 365 Go Do’s QuickStart for Microsoft Online Services: A partner onboarding experience www.quickstartonlineservices.com Enroll In Cloud Essentials Learn About Office 365 Determine How You Fit Build An Attached Service Business At WPC After WPC Moving Forward

8/24/2018 2:30 AM © 2011 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.