GSX Blog

MSPs: Are Your Clients Happy?

Posted by Jean-Francois Piot on Thu, Mar 08, 2018

illuBlog-smile-3.pngLike most of the IT, the MSP business has been profoundly changed by the cloud era. MSP were mostly in charge of the run & maintain of clients infrastructure delivering applications to end-users. But now that a lot of these infrastructure moved to a PaaS, IaaS or SaaS model, the role of the MSP has become less strategic for many of their client.

Which infrastructures have to be maintained with Office 365 services? Of course, MSP have then changed direction providing additional support, acting either as a relay of Microsoft support center, or focusing their services on pure device management for their client.  

But Cloud is not only a profit risk for the MSP, it is also an opportunity.  

For many, moving infrastructure to the cloud is a setback; lack of transparency, or limited influence on the actual service that the cloud service is delivering. What companies know for sure though, is if the company users are happy with the service or not.  

Even distributed businesses are used to a certain level of control when servicing the IT staff. So how to get transparency into the cloudy business? Nine times out of ten, performance issues result from improper preparation before migrating.  

The catch is that “100% cloud” doesn’t exist. Everything is hybrid. The IT network is not in the cloud, the company users are not in the cloud, and chances are the “identities” most likely still sit on some on-prem server as well. 

Cloud monitoring has some unique requirements over basic server monitoring tools. Moving to Office 365 requires a new evaluation of enterprise architecture. Due to various layers between users and cloud services, performance problems will inevitably arise either before, during, or after migrating. 

A range of new monitoring and analytics capabilities in the cloud bring together application and infrastructure monitoring in a unified, curated overview. The goal is to significantly optimize MSP client’s experience with, metrics exploration, application performance monitoring, and failure investigations. GSX helps MSPs monitoring their SaaS client’s end-user experience to ensure optimal satisfaction, provides root cause diagnosis and recommendations for corrective actions before problems pop up. 

GSX Solutions is a specialist in optimizing the performance of Office 365 services. We’ve worked with many MSPs, measuring their clients’ end-user experience with our Robot Users and analyzing the results in PowerBI. 

GSX created Robot Users, which are able to perform true end-user actions, measuring the true end-user performance, and predicting the outcome of many network configurations. The Robot Users identify performance problems created by local IT issues, and learn how to detect a tenant wide issue that most certainly involves Microsoft. 

To share this knowledge and help you with these new challenges, we are excited to unveil a new section in the GSX Resources center called the RoboTech Library.  

Read the first RoboTech article about “Troubleshooting End-User Experience issue on Exchange Online”: 

  • How can you spot a Microsoft tenant wide issue? 
  • What is the best edge to edge configuration and route to the Microsoft datacenter to optimize your performance? 
  • What is the impact of your DNS configuration? 
  • Is VPN really changing the end-user performance? 
  • How packet loss is playing a role in Exchange online end user satisfaction?
  • And finally, can an ExpressRoute deployment solve all the performance issues? 

All these questions are addressed in this article with actual end-user experience measures and metrics evidences. 

Stay tuned as there is plenty of valuable content coming in the next weeks within the GSX RoboTech Library. Our mission is to empower you with the right information to get back control on the Office 365 services you deliver to your end-users and feel confident when you cross the Rubicon! 

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Tags: Partners, Hybrid cloud monitoring, MSP World, MSP, Office 365 monitoring, cloud performance, SysAdmin Top Issues, office 365 health, office 365 performance, fixing office 365