Preface 1
The numbers in perspective 4
Gratitude 5
1. Welcome to the whole planet 7
The Information Technology sector 7
More than just IT 9
The four phases of IT 10
A false sense of security 11
A generational threat 12
Global threats 14
Do you want to be the cheapest or the best? 16
‘Do you want to catch up for a drink?’ 18
2. The magic box 21
My Eureka moment 22
A typical player in the MSP space 26
3. Filling your leaky bucket 35
The 80/20 rule 36
Outsourcing 38
Ramping it up 39
The leaky bucket syndrome 40
Only paying for what you use 44
4. How scaling up helps you land the big deals 49
Why scaling is important 49
Landing the big deals 52
Scale up but maintain the relationships 54
Embracing the change 58
5. Getting rhythm in your business 61
The difficulties of part-time staff 61
When you should insource 63
Workers are being exploited … in Western
countries 65
Small business heroics 67
Outsourcing options 69
6. Outsourcing the noise and the repeatable stuff 77
So what can you outsource? 78
International outsourcing has come a long way 80
Customers now want an instant fix 81
Tracking your progress 84
7. Taking total control of your day 87
Imagine that 87
Giving your customers something to talk about 89
You’re a leader, not a tech 90
Getting help 94
8. The Benchmark 365 Way 97
Fix the inconsistencies 99
Get a mirror that works 99
Fill those delivery gaps 101
No borders 102
The Benchmark 365 Way in action 103
How can you find out more about
Benchmark 365? 110
‘Go to Europe – we will run your business.’ 111
You got this! 113
Case study: Infinite Edge gets infinite scale 115
The challenges 115
A turning point 116
Partnering with experience 117
A turnkey approach 117
Better customer experiences 118
Sustainable, healthy profit 119
A Cloud service for people 120
Case study: Evisent MSP amps up 123
A fresh approach 124
The challenges 124
A unique solution 125
Going live 126
Better customer experiences 126
On-demand MSP expertise 127
Amped up for growth 128
