Connecting The Dots

Vendetta and personal issues

kcarlson — Mon, 23 Aug 2010 22:55:33 +0000

Caution: Statements made in this blog are not censored, not politically correct, and are of the writers opinion. If you cant take it dont read it.

A few posts ago I wrote about Kaseya taking over your customers. As I lead into the posting, I also mentioned that this should be of no supprise as they have been doing this for a long time.

Many comments came in, they mostly were employees of Kaseya but a few were obviously loyal customers that could not see past the horizon, and could not identify themselves for what ever reason ( maybe more employees ??? Jay?)

But now trying to move on, the last post I had (which I didn't allow) mentioned that I had a personal vendetta against Kaseya. Initially I couldn't agree with the comment. However now I am coming forward, I realize I was in denial.

My last post was about Vendor accountability. This week I have been attending Xchange America in Dallas #XAM . After talking to quite a few people whom are vars, a common thread emerged. Vendors who speak on both sides of their mouth. We/I spoke out in the cloud computing boardroom about TRUST. Where I realized I do indeed have a vendetta and personal issues against Kaseya and any other vendor who tries to screw the channel.

Later myself and others all laughed as everyone started talking about this... The rumor is out, even Robert DeMarzo had a slide on his opening season discussing this (went by very fast ). I will get the quote later. Vendors need to stop talking out of both sides of their mouths!

Had great discussions with various people of the industry tonight (IPED, among other vars and vendors), The idea of a Vendor "BBB" could be a great addition in the market right now. Cloud computing is only going to make the need for this greater, as margins and tensions grow with vendors trying to undercut each other, causing a ripple effect on VARs trying to make decent business in this competing/emerging market.

Talking to the many people tonight (VARS) the verdict is in... We need this organization ASAP.

PS. (As it relates at Kaseya) People, if your looking for an RMM partner, look at all your options. Read my earlier posts as to why I choose who I choose. Perhaps the choice I made is aligned the same way yours is. Kaseya its not just you I have a vendetta against! You stopped listening... Your interest is not for the people. Stale Technology needs a refresh every 5 years anyway... Labtech seems to be the best fit for this right now!

Vendor Accountability

kcarlson — Tue, 17 Aug 2010 04:38:33 +0000

Yesterday a friend and I were talking about the countless hours wasted on vendors with crappy products.

Why is it that "WE the IT people" have to take this any longer?
How much do we have to endure before vendors are sued for over promising / under-delivering.

I mean people we are spending thousands of dollars a month on software that is supposed to "Revolutionize" our businesses.. Software / Hardware that is supposed to save us time, and increase ROI.. What a load of CRAP.

Not all companies are bad, the companies to note for their Awesome customer support and "Revolutionizing" means of taking care of customers (Thats us) is Chartec, Reflexion, ConnectWise, Sunbelt (now GFI).

How can Vendors become more accountable?
Here is a bold Idea: Pay us in time it takes to fix their issues...

Guess what Mr. Vendor, it will not take long for you to fix an issue thats draining you will it!!
My latest issues are with Cisco, specifically the small business group.
We have standardized over the last year with the cisco 4410n wireless access point for 2 reasons: Price, and POE.
Priced at about 200 bucks this access point is supposed to help the small business gain decent wireless connectivity, with some amazing features.

However this unit is faulty. After about 3-4 months of use, these units go bad.
You RMA the devices and get a new device but same thing they go bad.
I have spent at least 15 hours of my time to fix these units, Even went as far as writing a Labtech script to reboot these units 2 times a day!
Take a look at this thread: You know you have a problem with your hardware when.....

Yeah thats right, when you have over 42 Thousand Page views on a forum topic!!
If I were Cisco's CEO I would be all over this!

For thoes of you Vendors that are like this (and you know who you are) SHAME ON YOU.
Would love to see crowds of IT people waving a large banner in front of Cisco for this.

Saying good bye to India..

kcarlson — Mon, 09 Aug 2010 16:48:21 +0000

Caution: Statements made in this blog are not censored, not politically correct, and are of the writers opinion. If you cant take it dont read it.

Last week, I was asked if our company could call technician of a customer whom wanted offline and other critical alerts, even if its 2:00 AM in the morning. My immediate thought was heck no! I value my sleep. Most companies however in our industry will seek out the large Indian based call centers to take on this job. Since the very day I created my company, I took an oath never to put my customers though this.

I am an American, I am innovative, and I DON'T need India to step in. People should be ashamed at the way they do business today, laziness, lack of thought, and copying from one another, is the reason why America is in shambles today. We as a society have become complacent. We need to change our habits.

I took our new LabTech system and built the most amazing script to help with this issue. Using technology to help with our staffing issues is the most effective way to run any business. Greg Burk and other people know what I am talking about here, if you cant build a script to remediate then you will not be as successful as the people who can. I will also thank Greg here, due to his ability to make changes in the Labtech system on the fly with me, and update it with in 5 hours!! Hows that for effective RMM customer service!

Let me outline a bit as to the reason why I gave this blog the title I did:

Rather than having your RMM tool (that comes bundled with an indian based call center) call you and speak in an Indian voice without any form of other remediation in the middle of the night, to tell you that a customers server is offline. Only then to call you again because the last person didnt create a ticket, or update the ticket.. can become the most annoying cycle. See funny video here:
(http://www.youtube.com/watch?v=S8UKZyNnF3c)

People we dont need to spend more money to achieve these results... in fact we can do better. Better yet its MADE IN AMERICA.

With Labtech software, I was able to create a script that reads LabTech tickets sent in from someone's Kaseya server the offline alerts.
Now this has many more uses as well (not just for fixing Kaseya issues) , we have this for all native Labtech critical alerts, as well as for customer based emergencies. (utilizing Phone Tag for this)

This Script verifies its the correct company
Places a call to the first technician in the list (grabbed from the Labtech SQL database)
Waits for a response from this person (press 1 to acknowledge, press 2 to receive a txt message)
The script depending on the action does its task then updates the ticket in Labtech (which updates ConnectWise)
If the call was placed and got a voice message, then it continues to the next person, also updating the ticket stating a call was placed to...
If the call was acknowledged then the ticket closes the loop, updating all actions placed.
End result customer is totally stoked!

Further because this is a machine, I have programmed what I want it to do, you cant program an Indian based call center!

This is a work in progress, and I will update readers when the script is done. ( I may post in the Labtech Forums) Here is an example of the output.

Kaseya going direct to your customers…

kcarlson — Wed, 14 Jul 2010 16:23:49 +0000

This is unbelievable

http://www.kaseya.com/company/News/en/pr-07132010-Kaseya-SMEE-release.aspx

But of course should come with no surprise to anyone. Kaseya has always walked a tight line selling enterprise and IT service provider editions side by side.

Now they go right to the heart of IT Service providers with this. Its already been a tough sell any more selling “Managed Services” where the customer already knows about the tools we are using, now this sales line card is voided as the customer now has the power to use the tools that only IT Service solution providers once had. So what next? Oh yeah Kaseya provides professional services to our customers direct!

IF you have not looked at the other options I would suggest you do so now.. jump ship. Kaseya does not have the Service provider in mind at all, I have been telling people this for a long time, now proof. Labtech (NO I dont work for them lol) Has a much better solution and half the cost as Kaseya.

Some people have said they are not interested because of no Web UI... guess what you dont need it with the console. You install the console and connect over HTTP... The console is much better any ways, as you have SPEED on your side... instead of the infamous click click click click as Kaseya refreshes the gazillion asp pages.

Your sales line card now has room for much more than Kaseya had to offer like room for innovation..

One Month into Labtech

kcarlson — Tue, 27 Apr 2010 16:03:49 +0000

So I bet many people are looking to find out what it takes to make a switch to something like Labtech.

As you know migrating from one system to another is not usually an easy task, this is why most people the endure pain their in. Executing on a new solution can be scary especially with a paradigm like LabtechSoft. I wanted to point out a few things I have learned in my roll out experience which may help some who are "scared" to move.

1. I already paid so much into the RMM I am currently using. Yes I personally have spent 7-8 years using the Kaseya Platform, not including money invested in the solution but my time and expertise in the product was a heavy burden I had to tend with in my migration. While I sympathise with you on the cost issue, you have already made your money back if you had a minimum of 3-4 MSP contracts. Opt Out and move on...

2. As given the privilege I have been on the "Beta team" for the upcoming Labtech version. While I cannot say specifically about any features as of yet, I can say that things I have been doing for YEARS now using workarounds in Kaseya and hacking certain tables Labtech has built into the new version... Thus making life in the IT Support world more streamlined. So if any point is to be made in this part of the blog, They are on the same thinking wavelength as I am if not more so! Again further confirmation that I made the correct choice.

3. Templates and Groups... Can I just say AMAZING, the entire world of templating is actually made CORRECT. Gone are the days that I have to go into my Kaseya system and make sure SLA's and schedules are audited, and cleaned up.

4. Scripting, this was the primary reason I left Kaseya. K2 has made nested IF statements (finally) Labtech has always had this feature. However here is the kicker for me, RAW sql access from a script! another great feature is the SPEED! in K2 I would have to wait for 50 (clicks) in IE for a stupid step to be added, before I could continue. In labtech we don't have a refresh as its a Client based application. Very Nice. Another Key in scripting is the import, this makes all your Kaseya scripts become Labtech Scripts. This was useful for only a hand full of my scripts as I had been hacking the Kaseya system for some time. Not only this but I needed to "Re-Think" my scripts as it was.. so many new powerful features i can cut out the FAT on some of my scripts in Kaseya.

5. Support at Labtech has been AWESOME. They have an online support chat system, I have been able to solve most of my learning curve issues though this, and usually right when I am needing the answer NOW. Unlike a support system that you submit a ticket and wait 2 days (if lucky Kaseya). Perhaps because Labtech uses ConnectWise. is the reason for great support.

Some draw backs right now are really only 2 things:
1. Dot net dependency for the agent installs, I have only had 2 instances for this where the client machine did not have DOT.NET 2.5 installed on the machine and the Agent would not install. Most of my customers already had DOT.NET 2.5 installed, and I am not a believer in Patching every day.

2. While I only have a hand full of Mac users and a few linux the agents from labtech are not that streamlined as of yet.
For MAC you need to install MONO framework before you install the agent, Still not working for me though... Perhaps because I am on a beta still.

OH one other thing I should mention.
ConnectWise integration is a Dream come true! I can have my customers use the built in Labtech agent ticket system and everything syncs with connectwise. One major reason for this is the Screen Shot button right on the ticket entry form, customers now have an instant way to capture an error. I am currently trying to debate the need for customer portal stuff right now. Its another paradigm I am working though.

Watched an Amazing 60 Min on Bloom Energy

kcarlson — Mon, 22 Feb 2010 06:50:51 +0000

I have always loved watching how people are trying to beat the Mega Energy companies, and build something that everyone can profit on. After all my years dealing with my house's energy problem and Edison to do nothing about it.. thousands of dollars spent every year and Edison tries to tell me that having 2 refrigerators is causing my 500 to 700 a month energy bill is outrageous. Until recently it was all due to a loose Breaker switch! Imagine, how convenient for Edison.

Anyway back to the story. I have loved watching people like Smaks on Youtube create HHO generators for his car etc.
Even went down the path and almost created one.
This 60 min aired tonight showing a man John Doerr created a Cell that generates more efficient energy.

Bloom customers include eBay, Google, Lockheed, Wal-Mart, Staples and the CIA. Backlog and sales are in the $2 billion range
eBay ordered four of the company's 100-kilowatt units.
The units run on natural gas, propane, biofuels or diesel which gives them about 48 percent overall efficiency.
60 Min states the unit could cost about 3000 for the home user.. IM IN, if it reduces my bills!!

Check out the video

Last Pass Enterprise

kcarlson — Tue, 16 Feb 2010 17:04:25 +0000

For thoes who followed my post back in March of last year. I switched my personal preference in Password management systems. Just to refresh, every website now pretty much requires a user-name and password to access your subscriptions and such. I used to use RoboForm, but switched to LastPass.com. Reasons are:

First and most important it imports from Roboform
Free! or 12 Bucks a year for premium version
I can access my stuff anywhere! (not just with a usb key can can be lost)
Password sharing (pretty cool when you run an IT Consulting firm and want control over passwords)
Reporting (so you can see history of use)
Many more features (mostly the same as RoboForm)

LastPass announces an Enterprise version coming soon!
The enterprise version can replace a SSO or work in tandem. With application auto filling of user-names and passwords. Power users at most remember and use about 100 user-names and passwords, Imagine now deploying this to your customer base and allowing for centralized password management (with all the same features as above!)

More details can be read here:
https://lastpass.com/enterprise_overview.php

Looks like the fee is about 1200 bucks a year for a 100 user network (as depicted from the ROI)
https://lastpass.com/enterprise_roicalculator.php

Overall I have dreamed of a solution like this I could manage for my customers, again I always look for ways to improve and lower my help-desk call center overhead.

The end-user would see something like this to train the application:
I opened Quickbooks told LastPass to train:

Then Give the application a name (Quickbooks, it defaults to the EXE name qb32.exe)
Assign it to a group (groups are used to help organize your passcodes, IE: Bills, Apps, Travel, Vendors)
Optionally tell LastPass to auto fill in the app, and for extra security check the box to ask for your passphrase.
(Prompting for the Pass Phrase is the passcode to release your saved passwords, you always need to log in with the 1 passphrase prior for use)

Now you can launch Quickbooks from the Tray Icon of Lastpass

Hope this info is helpful, stay tuned as they are still in beta with this app, the central management console is due out in beta in the beginning of March.

VirtualIron to Xen Migration Good to Know…

kcarlson — Fri, 05 Feb 2010 03:25:00 +0000

This week I have been migrating a customer that was on a Single User edition of Virtual Iron... Some of you may remember that Virtual Iron as lame as it was, would never support you in a production environment with this config. However we did it all the time as it was perfectly safe for the small business user.

So back to the goods, We now standardize on XEN mostly because of its tremendous support in the opensource community and due to the many features you get for free.

But how do you go from one virtualization platform to another?
Easy, Xen (and some others) have tools that allow you to do a V-V migration. This tool is called Xen Convert. Located here:
http://www.citrix.com/English/ss/downloads/details.asp?downloadId=1857892&productId=683148

A little about the environment first.. Being this was a Virtual Iron Single edition server this means the server is being used and we dont want to disrupt business to much during transfers and you want to CYA if the transfers dont work!! So we used another server that was spare to act as the new xen temporary host. After we transfer and test for a few days we will kill the VI server all together. Install XEN and redo the storage repositories, then transfer from the temp machine to the new primary.

Once you have XenConvert you can simply install this in your virtual machine and tell it to convert "This Machine" to the xen server. You will need a workspace (area for it to copy files prior to transfer to the xen host) I just used a buffalo nas drive on Gigabit.

NOTE*** with some virtualization systems you should uninstall the virtual tools from the Virtual Machine FIRST!! However with Virtual Iron I left them in place as it made the transfer speed fast. Once you have transfered, boot the virtual server into safemode and disable the Virtual Iron Tools. Boot back into normal mode uninstall the tools, install xen tools etc.... Now once you have successfully transfered your servers you may have to re-activate. We also noted that some database files needed to be transfered from a backup. Probably due to the fact SQL was running at the time and volume shadow services could not release the file for the transfer, this was no problem for us as we HAD GOOD BACKUPS.

Ok so now we need to transfer out of the temporary server and back to the new Host, two ways you can do this. Again you can use the buffalo, OR if you want to get this done faster use an external USB hard drive, here are the Detailed steps:

1. Acquire a USB Harddrive

a. if it is formatted with NTFS you will need to format it as an EXT3 partition.

b: Here are these steps:

1. Plug in your hard drive to the XEN Host
2. Terminal into your XEN Host using Putty or using the console mode in XenCenter
3. type: fdisk –l (that is the lower case letter L) This will list all the drives in the machine.
4. The Drive you will be looking for (As long as you only have 1 usb drive plugged in) will be labeled with (e.g. /dev/sdg)
5. type: fdisk /dev/sdg to partition the RSB HDD
6. Assuming you have created /dev/sdg1 partition you need to format it using the mkfs.ext3 command.
7. Type: mkfs.ext3 -m 0 -v /dev/sdg1
8. Mount the new partition so that you can start the export routine.
9. Type: mount /dev/sdg1 /mnt

2. Export the machines to the hard drive. This must be done while the virtual machines are turned off, also you cannot do this via the XenCenter Console yet.

This is where putty comes in handy, as we can launch multiple putty instances to connect to
the same Xen Host.
Type: xe vm-list (Use this command to look up your UUID's of each Virtual Server) use notepad and your trusty copy paste for this
Type: xe vm-export uuid= filename=/mnt/.xva (xe vm-export uuid=721d0f80c-35e2-dsf1b-c7ce-3dadccddff12 filename=/mnt/Dcserver.xva)
Open another Putty session and start another copy.
You can use XenCenter to view the status of the copy (its about 1 GB/min)
After your copies are done, you can type ls /mnt to view your files
Type: unmount /mnt this unmounts the volume.

3. Lets move this drive to the newly formated and installed XenHost.

1. Type: xe vm-import filename=/mnt/.xva

2. Open another putty session to your server and copy a few more vm's at the same time.

NOTE: Something else that may help as we had a server with 8 drives. We had 1 raid container that had the install of Xen, and we did not allow the installer of xen to use the second raid container during the install otherwise this would cause the Xen host to see both containers as 1 large spanned volume. We wanted to use the second container as a second set of spindles for files and or other VM's If your wanting to use a few different Storage Repositories you should follow these steps:

1. During the install of Xen, DO NOT place a check box in your second disk.

2. After Xen is installed go to the shell command and follow these steps:

a. type: fdisk -l (again to see all attached volumes)

b. If you only have 2 internal hard drives or containers you should only see /dev/sda and a /dev/sdb

3. type: pvcreate /dev/sdb (This creates a partition)

4. type: ls -l /dev/disk/by-id/ (This will list all the Disk Id's that will be used for the next command.)

5. type: xe sr-create type=lvm content-type=user device-config:device=/dev/disk/by-id/ name-label=”Any Name Volume Label”

(Example: xe sr-create type=lvm content-type=user device-config:device=/dev/disk/by-id/scsi-36001c230d3b2330012fdd683626c004d name-label=”LOCAL SR-LG”)

6. Thats it your done, look in your XenCenter and you will see the additional SR.

When your importing your VM's if you want to import them into a specific SR you can by following these simple steps:
1. Type: xe sr-list (This lists out all the SR's and the sr-uuid's for the next command)
2. Type: xe vm-import filename=/mnt/dcsever.xva sr-uuid=2bce2593-f6ed-a39d-a027-9d7b38ce19ea

I think that about does it.. Once all the VM's are imported just start them up.
Two hours later we were done and in time to go grab a bite to eat and some hang time.

Reflexion Vs Average Joe Anti-Spam Provider.

kcarlson — Mon, 14 Dec 2009 20:13:00 +0000

I love my friends at Reflexion, Scott and I have known each other for some time and I feel like I need to put some of my bias about Reflexion on this blog. People know me as a "say it like it is type of person", I don't believe in censorship... either i like it or I don't and I will give you a very good reason one way or another.

When I was introduced to Scott I asked what people really should ask when looking for an Anti-Spam partner: What makes you different?

Scott went on about all the features in Reflexion that really didn't sound any different from other providers, I was not sold. I told Scott it sounds like you guys have pretty much the same features as anyone else... When he introduced me to the "Address on the Fly" function, I was intrigued and willing to try it out.

Since this day (about 4 years) more than just Reflexion's AOTF feature has emerged.

Friendships (throughout the Reflexion company)

100% Channel - not the want to be attitude or the on the fence type.

They listen to the Vars for feature requests.

They have helped me with setup for customers...

Bottom line they do more than any other company would be willing to do.

It offends me to read about comparisons that are completely unjustified, and outright false - just to make a sale. One in particular was a comparison with regards to Spam Soap vs. Reflexion, a close friend of mine got this letter and forwarded it to me for my thoughts.

Here is the letter with my comments:

Reflexion does a great job, however there are a number of differences.

We are going to be easier in setup because we don't require you to document all your users for filtering or mail delivery to be active. With Spam Soap users are auto discovered. With Reflexion you need to setup users if they are to receive email.

FALSE! With Reflexion you can setup LDAP integration that will sync with ALL users in the AD no matter what OU they are in. Also have Public Mail Enabled Folders added/synced, and have distribution lists created. The best part is you delete a user.... guess what it delets in Reflexion as well. Best part is you dont need software installed. If security is a big issue you can enable User creation on first outbound... Come on do some homework.

Message Continuity is an option that can be offered without higher priced services like archiving Reflexion requires archiving in order to get message continuity, which will cost more.

FALSE! With Reflexion you have message continuity though message queuing/spooling in the event the mail sever is unreachable.

If you want to add another layer you can use Radar lite at a $nominal user/month on top of the price for RTC (Reflexion Total Control)

We name our virus definition providers: McAfee, Sophos, and Authentium. Reflexion fails to name its anti-virus providers or processes, opting instead to tout the "Protective Addresses" feature.

OK you may have a point here but I laugh at it because I have a great comeback for this.

I had a customer that was not small in size using Spam Soap for services and their NAMED AV solution was failing daily.

Every Day this customer had viruses that hit the exchange server's Symantec quarantine. We switched them to Reflexion and not only did they notice Viruses were gone, they also noticed a HUGE improvement to Anti-Spam. LOL.

Spam Soap is owned and operated by an 80-person IT company, and uses technology from a 200 person subsidiary of the largest dedicated security company in the world, McAfee. Teams of people devoted to development, infrastructure, support, and service.

Sorry not good enough. I actually choose to give the smaller guys a chance rather than using a company that outsources the main component to an ANTI-SPAM solution... this component being FILTERING. Once upon a time Spam Soap ran their own filtering... now they rely on McAfee (once MXLogic). Guys really? Why not just go direct to McAfee... if you want to rely on someone larger that has no interest in Small vars like us. McAfee could care less if I or you disappear. Multiply that by 100's of small vars then they may think about you. The Focus for these giants are the enterprise.

Do you know how large Reflexion is, in terms of people? I would encourage you to ask. How much depth do they have in terms of support, service, etc?

Again sorry not good enough. In the 4 years of doing business with Reflexion I have yet to see a time where they were unavailable and of course that was when I needed to call. I rarely have to call them mainly due to the fact that all the tools I need to support the customer are in my control panel. I can read logs for inbound and outbound mail to troubleshot where the messages are hanging up. 99% of the time its the end-users mail server. So back at Spam Soap... why do you need a large staff? that sounds like overhead to me, if you provide such a great service why do you need support staff?

All opinions aside, Spam Soap really has only 5 people in support. Yes they work in the same building as InhouseIT but only 5 of these people know how to support Spam Soap, otherwise they have to rely on McAfee.

Reflexion has about 15 employees and I believe they are larger than that now... of which Everyone including the CEO knows how to support a customer. (this includes developers, support staff, sales, etc)

So lesson? Yes people need to do their homework and be thorough about it, ask other partners look at price; In Anti-Spam its very marginal anyway so look at functionality and extensibility. Who integrates also provides a bigger clue. My Choice is Reflexion for Anti-Spam.

Who done it?

kcarlson — Mon, 23 Nov 2009 17:21:00 +0000

I have found myself talking to people about the Kaseya/ConnectWise Executive Summary and when I built it. It sounds funny when I hear from others that Chad Gniffke is saying the same thing, and of course I correct the story by giving the long version as depicted here. Its actually fun to reminisce the good old days.

There was a time when RMM tools were not even thought of, a time when Kaseya was in its infancy, N-Able had their N-Central product as the first product, in reality, to provide centralized monitoring (when it worked )

During this time while I was employed with InhouseIT; Chad Gniffke, Yann Bouan and I were the dream team. This was a time when InhouseIT was a great company to work for, everyone had one goal in mind... How do we become the best???

Prior to this I came from a large company that had many datacenters throughout the world, and one of my responsibilities as Network architect was to monitor closely the portal site that was known as GotoWorld.com, one of the first "pay to surf the internet" MLM/Advertising portals. This company was, I believe, the first company to actually send out real pay checks! This portal site had so many hits and trends that our Webtrends server (massive beast that it was) never could recover from the prior days’ logs. We were using just good old perfmon stretched across several monitors (not the nice space saving LCD screens we have today).

When I joined InhouseIT, an IT Services company out of Orange County CA, I was almost denied a job because they thought I had too much experience. Funny as that was, I believe this started a new wave of services. One of the first things I noticed was the lack of monitoring on the customer machines/servers etc. I flat out could not believe this. Then along came N-Able.

I believe N-Able is the one that really started this RMM Trend. We (InhouseIT) loaded it up on all its customers’ machines and it did what I (we) expected it to do... Sent in alerts (and a crap load of false positives). However one thing was missing - Customer Value. As fast as we were adding customers to the NetManager system, they were dropping off. We simply needed to provide a value statement, and this is where Chad and I thought of combining graphs and metrics to an Executive Summary Report. But how?

One day I was at a large customer of ours searching for a centralized patch Management system when I came across Kaseya. My first thought was ‘Wow this thing is clunky!” as I installed it on my laptop lol. Not knowing anything about the product, I soon realized how powerful this platform was. I started to talk to Jim Alves as he gave me a demo of the product at our office in Costa Mesa. I spent a few weeks and was amazed at the solution, not for the Patch management side of the system, but how I can duplicate my knowledge into scripts and routines! This was my dream come true. Prior to this, as an IT Manager, I was managing these things though complex log-in scripts and batch files for all my customers.

Because InhouseIT had already invested a lot in N-Able, Craig McHugh (Once CEO of InhouseIT) stated he would not invest in another solution unless it had an Executive Summary. I simply told him, "You will have it in 1 week."

By this time I believe Chad had an Excel document he had created that showed a "Weather Report" based on some scoring (a mock up report). We discussed it as it sparked our imaginations, and we started down a path working on an actual report with data collected using Kaseya. We had to show data to the customer as it pertains to Value - "This is what we did for you over the last 30 Days". After all, it was in a SQL database in my server. Although I knew some programming, I was still green, so I turned to Yann who was an intern for InhouseIT and has an extensive programming background. With my direction/execution, we built the first known RMM Executive Summary. N-Able couldn't even touch it. The best part was that with Yann’s help, we completed this report in 1 week exactly. Mark Sutherland, Paul Wong, and Jim Alves then received the report and we showed them what they could also have. One week later we sent them the code. However, I was disappointed because they took our beautiful report and made it look just as bland as the Kaseya system.

We continued to use our report. At InhouseIT, we packaged this report and started to sell it to the True Profits group members. Within this time frame also, I started building a BI Dashboard based on metrics in ConnectWise and Kaseya, (another BI blog later).

Soon afterwards, ConnectWise also received the Executive Summary, which to this day "looks" like the same beautiful summary Chad, Yann, and I built from the start. However that was 5 years ago now. Amazing how time flies! It’s a new day, and there are plans for a much better Value Statement Report, thanks to a few of my friends in HTG14. I have passed on the ideas to my cigar-smoking friends at ConnectSmart as well. Let’s see who can build it first!

Bottom line literally: Think outside the box. Don’t buy an RMM tool and use it for its face value. Expand it and build upon it. That’s what we did, and some continue to do today!