The ConnectWise Strategy

Our Way Forward...

Where we are headed and how we get there in 2019...

Our 2019 Strategy

Arnie Bellini takes the mainstage to discuss where we’re headed in 2019 and how we’re going to get there.

As-A-Service

Technology-As-A-Service Movement

We believe all technology will be delivered As-A-Service. Why? Every business is going through a digital transformation that require layers of technology. Increasingly, businesses are outsourcing these technology layers As-A-Service. We will lead our partners to effectively deliver technology As-A-Service to the world.

As-A-Service is earned one month at a time and requires a focus on the customers’ productivity and adoption of the technology. This shift to As-A-Service means our partners must transform their business model to grow recurring revenue with their services and solutions.

We will align our platform and services to the As-A-Service model. We will focus our thought leadership and education to allow our partners to lead the emerging Technology-As-A-Service movement.

security

Cybersecurity, the New Frontier

We must unite, educate, and prepare our community of partners to win cyber wars. We believe it is our social responsibility to lead the way into this new frontier with knowledge and solutions. We will push boundaries and pioneer all dimensions of Security-As-A-Service to protect our partners and their customers. We will lead our partners to provide best-in-class cybersecurity services to build a formidable defense for their customers.

Cybersecurity Center of Excellence

We will establish a first-of-its-kind Cybersecurity Center of Excellence, fueled by the merger of Sienna Group, our investment in Perch Security, and our ecosystem of Solution and Service Partners. We will bring cybersecurity to one pane of glass, the ConnectWise Platform. The Cybersecurity Center of Excellence team will incubate cybersecurity solutions, services, education and thought leadership. We will empower our partners’ cybersecurity success with profitable Security-As-A-Service offerings.

Cybersecurity Peer Groups

IT Nation Evolve will provide cybersecurity education to all peer groups and create new peer groups focused on cybersecurity. Through peer-to-peer collaboration and accountability, our partners will learn from one another, openly discuss challenges, share experiences, and expand their cybersecurity knowledge in a high trust and open environment

Threat Intelligence Sharing Community

We will invite all MSPs to unite as a community to share threat intelligence and best practices. We will launch the industry’s first Information Sharing & Analysis Organization (ISAO). The ISAO gathers threat intelligence from the community, correlates it, and shares it with the community. Community threat intelligence is very valuable because it is vetted and actionable. With the Perch solution, partners will be able to use this threat intelligence to proactively prevent and immediately stop cyberattacks.

ecosystem

One-Click Ecosystem

We will create, nurture, and grow the Ecosystem for the As-A-Service world. Imagine if every popular solution in our ecosystem was easily accessible from within the industry’s most popular business management platform. Purchase, Provision, Login, Install, Integrate, Report, Manage, Monitor, Bill, and Reconcile with just a few clicks from the familiar confines of an intuitive, unified interface. Connecting the solutions you need and love into ConnectWise creates tremendous value for the entire IT Nation. It grows The IT Nation economy by making solutions available in real time and billed by user consumption. Simply put, it changes the game!

This extends the ConnectWise Platform to the entire Ecosystem and to the endpoints of our partners’ service. It connects us to every Sell-Through opportunity and creates a sales multiplier effect. It will be the fastest, simplest, and most automated way for our partners to offer all Technology As-A-Service.

personal goal

Customer Success is Everyone's Job

We will implement Customer Success strategies throughout ConnectWise. Our goal is to improve customer loyalty and retention by driving the successful adoption of the ConnectWise Platform. We will align our Onboarding, Consulting, Support, and Education teams into a unified Customer Success function. We will create delightful customer experiences for our partners at every touch point with our products and people: sales, development, implementation, support, consulting, education, events and invoicing. Every ConnectWise team will contribute to the Customer Success initiative.

Data-Driven Insights

We will create data driven insights to steer partners toward achieving long-term success with the ConnectWise Platform. To create these data-driven insights, we will collect and analyze product usage, purchase history, support history, payment history, event participation, surveys, university education, and much more. These insights will transform our account management and customer success teams from reactively responding, to proactively reaching out to the right customers at the right time.

A Look Back

Let's celebrate everything we accomplished in 2018...

Social Responsibility

IT Nation Gives

This year at IT Nation Connect, IT Nation Gives helped Orlando Day Nursery, a child care center committed to providing high-quality educational programs to help children achieve educational success. Along with this on-site program, we participated in meal kit preparation for Meals of Hope, preparing 10,000 meals for families to enjoy this holiday season.

Career Hub

We launched the Career Hub, available to all ConnectWise colleagues. The Career Hub's purpose is to serve as a guide to honing your skills and achieving career milestones throughout your professional journey. Colleagues get help creating a desired career plan within a team and the company through soft-skill training, book clubs, quizzes, and more. Using these tools, a comprehensive program can be designed to achieve dream careers.

Master's Assistance Program

Focusing investments into individual ConnectWise colleagues, we created a Master's Assistance Program. This program gives up to 100% tuition reimbursement to qualified colleagues on applicable Master’s Degrees. We’re delighted to give back to our colleagues and help develop our top performers so they can be the leaders and innovators of tomorrow.

Leadership Development

In 2018, we launched two grassroots leadership development programs that enable high performing colleagues to lead and shape world-class teams that will sustain ConnectWise as the industry leader. Our LEAD and LEAN programs invest in colleagues that are part of senior leadership, management, and standout individual contributors — over 40 graduates between both programs, engaged in six-month leadership and professional skills development courses, taught by influential thought leaders from within our company.

Synapse Innovation Summit

We joined other technology innovators at the 2018 Synapse Innovation Summit and had the pleasure of sharing our entrepreneurial journey. We spoke about the importance of culture, focusing on innovation, and campaigning your strategy to drive clarity and enthusiasm. As part of our mission to create a better future for technology, we contributed our time, talents, and a charitable donation of $10,000 to the Metropolitan Ministries and another $10,000 to the USF College of Business. Along with sharing our expertise, we gained knowledge and insight from others as well. We plan to leverage what we learned and share it with other local technology communities and across other ConnectWise office locations.

Tech Tank and Pitch IT

We created a fund to jumpstart business expansion ideas from our community’s most prominent thinkers. Through Tech Tank at IT Nation Explore and Pitch IT at IT Nation Connect, three ConnectWise partners had the opportunity to present their ideas to a panel of judges for a chance to win up to $100,000 and make their idea a reality.

Thought Leadership

IT Nation Evolve

We launched IT Nation Evolve, designed to help partners navigate through their business journey with coaching, consulting, peer groups, and more. From monthly, online discussions to quarterly, face-to-face meetings, IT Nation Evolve allows MSPs, owners, sales team members, and service techs the opportunity to collaborate and communicate with IT peers so they can find personal and professional success.

Path to Success Webinars

We hosted 10 Path to Success webinars, a series designed to connect our partners with the best minds in the industry through the tools, solutions, and information they need to succeed. We also launched our Path to Success Spotlight series with in-depth insight into security and fighting cybercrime, business maturity, and aligning to the future of As-A-Service.

The IT Nation Experience

We refined The IT Nation, showcasing our unmatched dedication to building the most powerful community of IT professionals. Through our worldwide events, we’ll connect even more partners, industry experts, thought leaders, and peers ready to share, connect, and learn from one another. IT Nation Connect, IT Nation Explore, IT Nation Share, and IT Nation Evolve will encompass a full-circle experience where training, advice, and thought leadership is fully integrated into all community efforts.

Platform Revolution

Big Little Microservices

In 2018, our API-driven approach ushered in the era of microservices. We now have 20+ microservices in production with more on the way. This is driving significant benefits to our development process, making us much more agile in responding to new market requirements, enabling share functionality across products with no duplication, rolling out robust digital capabilities quickly and easily, and creating a more fault-tolerant platform. The crown jewel of microservices created this year was Single Sign-On. Look to our 2019 strategy as this microservice breathes innovation life into our biggest ideas yet!

Lean, Mean API Machine

API standardization was a mandate and massive focus of our engineering teams this year. Across all product teams, a new set of best practices and standards were advocated by the architecture team and undertaken to open more interoperability doors, increase our rate of innovation, and establish our ecosystem as the one true API economy in the MSP space.

Platform Health Check

We invested heavily into two areas of our platform health. The first being new and increased investments in training, tools, and processes, getting us in order from an application security perspective. Secondly, ConnectWise Manage and ConnectWise Automate launched Project Rocket to identify and fix significant database performance issues.

One Platform, One Team

In 2018, we adapted our structure so our product teams could mature together and operate as a single force. We empowered our centralized UI/UX team with authority and accountability over the look and feel of how our partners interface with our products, as well as our centralized architecture team with authority and responsibility for the infrastructure and how our products work together in a seamless platform.

To capitalize on our industry’s underserved and unmet cloud solution needs, and launching our one-click buy marketplace experience, we welcomed the acquisition of HashInclude Computech from a long-time development partner to official colleagues. Now known as ConnectWise India, this team will continue to be a driving force behind our marque cloud solution ConnectWise Unite and will continue to work as part of one ConnectWise engineering team on a range of next-generation solutions.

Additionally, we empowered our centralized research and go-to-market team to understand how our partners are using the platform and what they should be doing with it, helping us create a unified roadmap based on customer needs as well as increase retention efforts.

We are now unified and poised as a product team to understand the trends and forces that will shape our business in the future, and move swiftly to prepare our partners for what’s to come!

Connect Everything

It's All Coming Together

We designed a common interface for customizing, interacting with, and analyzing important service level data native to all ConnectWise platform modules, and those of our integrated solutions. Our product teams have made ground-breaking progress in the development of the ConnectWise Now Dashboard. By creating solutions like this one, technology teams will become inspired to make our entire ecosystem fit to the way they work. This is a game changer, and we’re set to send it to market in Q1 of 2019.

Furthermore, we invested resources in building and innovating on the ConnectWise platform. We set out to guide the quality of integrations, reduce complexity, increase speed, scale, and simultaneously generate an experience that makes any integrated solution feel like a native ConnectWise product. Ultimately, this will let us acquire the value even though it’s not developed in house. This desired outcome led us to prototype our first ever ConnectWise Build Development Kit. We’ve glimpsed the possibilities through this proof of concept and are looking to accelerate a release candidate in 2019.

Solutions Partner Rocket Fuel with Invent 2.0 Program

Over the past year, the ConnectWise marketplace has seen an abundant opportunity fueled by an enhanced Invent 2.0 program. This program introduced new business model options, a high-touch onboarding experience, and catalog of targeted marketing campaign packages to enable new and existing Solution Partners to quickly build value in the world’s leading MSP solutions marketplace.

We finished 2018 with $41 million in billable sales from just 26 resold Solution Partners products, up 23.8% from 2017. The number of integrations and choice also grew as we ended the year with 236 integrations, up 15% from 2017. This allowed us to offer unmatched selection, quality, and value that will grow our partners' businesses and profitability.

Finally, we launched a new flexible revenue share program where we inherit a fair percentage of all deals executed at any of our IT Nation events and for any transaction that happens in our marketplace. In return, the several Solution Partners that have signed an agreement get access to premier APIs, high-impact digital marketing packages that are guaranteed to reach our community of technology teams, tailored ecosystem engagement strategy, and access to market development funds.

Technology Teams & The Solutions Menu

Largest Solution Partner Selections in our Industry

We strive to make the shift to As-A-Service as simple and easy as possible for our partners. Technology teams want choice when choosing a solution that fits the way they work, and we have made it our objective to attract the best choices for Solution Partners. In 2018 we added 25 net new Solution Partners, bringing us to a total of 206 companies that contribute to our Solutions Menu offerings.

Additionally, we are working a strong 2019 pipeline of over 70 new Solution Partners seeking to build their business by tapping into the efficiency and unparalleled growth opportunity they can obtain by doing business in our marketplace.

Two New Investments to Supercharge Security Solutions and Teams

With the acquisition of Sienna Group and our investment in Perch, we’ve added two new offerings to our Security Solutions Menu square. We’re now set up to unlock our partners’ full potential in the rise of Security-As-A-Service by offering them the resources they need to protect their business and their clients from cyber attacks.

By creating these relationships, we can point to our partners in the right direction and become their guide around building a security offering. We become their trusted advisor in the security space by connecting them to superior technology, solutions, and education—future-proofing their business in areas of need.

Dictionary of Industry Terms

keyboard_arrow_down Industry

Artificial Intelligence (AI) - Artificial Intelligence is the simulation of human intelligence processes by machines, especially computer systems. These processes include learning (the acquisition of information and rules for using the information), reasoning (using the rules to reach approximate or definite conclusions), and self-correction. Applications of AI include expert systems, speech recognition machine learning, and machine vision.

As-a-Service - Delivering technology as a service means clients are billed monthly and receive an expert level of service as part of their agreement at a more cost effective price. For our partners, this means they establish customer stickiness, increase customer retention, and build recurring revenue. Implementing an as-a-service business model enables peace of mind for both our partner and the client, and with the adoption of cloud services management, offering technology as a service is easier than ever before.

Anything-as-a-Service (XaaS) - A term that describes a broad category of services related to cloud computing and remote access. Other terms like Infrastructure-as-a-Service (IaaS) and Communications-as-a-Service (CaaS) were added as cloud services evolved. More is yet to come as this model is more widely adopted.

Backup and Recovery (BDR) - Backup and disaster recovery (BDR) refers to the process of backing up data in case of a loss and setting up systems that allow that data to be recovered. Backing up data requires copying and archiving computer data, so that it is accessible in case of deletion or corruption. Data from an earlier time may only be recovered if it has been backed up. Data backup is a form of disaster recovery and should be part of any disaster recovery plan.

Break/Fix Provider - Break/fix providers offer outsource services, typically IT support on a per-incident or per-hour basis.

Cloud Computing - Cloud computing is the use of various services—such as software development platforms, servers, storage, and software—over the internet, often referred to as the cloud. In general, there are three cloud computing characteristics that are common among all cloud computing vendors:

  1. The back-end of the application (especially hardware) is completely managed by a cloud vendor
  2. A user only pays for services used (memory, processing time and bandwidth, etc.)
  3. Services are scalable

Many cloud computing advancements are closely related to virtualization. The ability to pay on demand and scale quickly is largely a result of cloud computing vendors being able to pool resources that may be divided among multiple clients. It is common to categorize cloud computing services as Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), or Software-as-a-Service (SaaS).

Cloud Service Provider (CSP) - Cloud Service Providers are businesses that that provide cloud hosting or cloud managed products to companies operating in the SMB to Enterprise space.

Customer Journey -The customer journey is the complete sum of experiences that customers go through when interacting with a company or brand. Instead of looking at just a part of a transaction or experience, the customer journey is every touchpoint with the customer. Each unique solution takes a different customer journey and requires a unique path for the five touchpoints of the Customer Journey, which are:

  1. Awareness
  2. Evaluation
  3. Purchase
  4. Delivery
  5. Support
  6. Billing

To maximize the customer experience, technology teams should tailor the touchpoints for each unique solution they deliver to the specific part of the Customer Journey their customers are on.

Data Recovery - Data recovery refers to the salvaging or securing of data from failed or compromised hardware systems. In data forensics and espionage, the term refers to techniques for obtaining ‘hard to get’ data, usually during hardware or system failures, or when system data has been erased.

Data Restore - Data restore is the process of copying files from a backup, typically a separate disk, to the original location or other appropriate file locations to facilitate proper database operations.

Disaster Recovery Plan (DRP) - A Disaster Recovery Plan (DRP) is a business plan that describes how work can be resumed quickly and effectively after a disaster. Disaster recovery planning is just part of business continuity planning and applied to aspects of an organization that rely on an IT infrastructure to function.

Hybrid SaaS - Hybrid SaaS combines SaaS solutions with an on-premise software application to provide the benefits of SaaS with more security and user control. The functional aspect of the software is presented through the cloud, hosted by the software provider. A user logs into the application from a web browser and accesses a cloud hosted environment including the user interface, functionality, and mechanism that moves files. The users’ data, however, is stored in whatever environment they choose until it is encrypted and transferred over the Internet.

Information Technology Service Provider (ITSP) - A service provider is a vendor that provides IT solutions and/or services to end users and organizations. This broad term incorporates all IT businesses that provide products and solutions through services that are primary delivered on an as-a-service model, on-demand, pay-per-use or a hybrid delivery model.

Infrastructure-as-a-Service (IaaS) - Infrastructure-as-a-Service (IaaS) is a service model that delivers computer infrastructure on an outsourced basis to support enterprise operations. Typically, IaaS provides hardware, storage, servers, and data center space or network components; it may also include software. Infrastructure-as-a-Service (IaaS) is also known as Hardware-as-a-Service (HaaS).

Machine Learning (ML) - Machine learning is a type of artificial intelligence (AI) that allows software applications to become more accurate in predicting outcomes without being explicitly programmed. The basic premise of machine learning is to build algorithms that can receive input data and use statistical analysis to predict an output value within an acceptable range.

Manage Service Provider (MSP) - Manage Service Providers are businesses that provide any recurring service and products to companies operating in the SMB to Enterprise space.

Manage Security Service Provider (MSSP) - Manage Security Service Providers are businesses that that provide outsourced security services and products to companies operating in the SMB to Enterprise space, either as one-off services or under a recurrent model.

On-Premise Software - On-premise software is a software delivery model that is installed and operated from a customer's in-house server and computing infrastructure. It utilizes an organization's native computing resources and requires only a licensed or purchased copy of software from an independent software vendor. On-premise software is also known as shrink wrap.

Operational Maturity Level™ (OML) - Service Leadership Inc. classifies five levels of operational maturity:

  • OML 1 is the Beginning stage. MSPs on this maturity level are in the very early stages of utilizing their businesses’ full potential. They may have achieved a model “break-fix” offering for serving clients’ needs, and they provide their client base with services that work, but they are operating on a reactive approach to maintaining a client’s IT environment rather than a proactive approach to service delivery. Often, OML 1 companies are also using management methods that yield a low financial performance as well as a very slow level of growth. It is rare to find profitable companies at this level.
  • OML 2 is the Emerging stage. Generally, OML 2 MSPs are starting to get a handle on the basic ways to generate profit and have started to adopt processes that are more standardized and repeated across their client base. While ITSP/MSP/VARs in this stage are using more future planning, they still struggle financially and in their performance due to a lack of both a sales strategy and standardizations in their business processes. As a result, ITSP/ MSP/VARs who are at OML 1 or 2 are delivering less than average financial and service performance.
  • OML 3 is the Scaling stage. At this level, improvements in the quality of their services and the growth rate of their businesses are starting to take shape. They have now begun to establish consistency internally and with the services they deliver. This sets the ITSP/MSP/VAR on track to develop strategies to not just maintain their clients’ IT structures, but advancing them. OML 3 companies are often delivering a median financial performance and are improving their growth rate.
  • OML 4 is the Optimizing stage, closely followed by OML 5, the Innovating stage. ITSP/MSP/VARs who have evolved to these levels have learned to leverage IT and business processes most effectively, and therefore often yielding best-in-class financial and product performances. They distinguish themselves by delivering consistent quality, stable business processes, and proactive relationships with their clients. OML 5 businesses often distinguish themselves from OML 4 by starting to add highly advanced or non-technical IT services to their offerings. Both are challenged to maintain their strategic investments in new services and maintain their high level of quality as the business grows.

Platform - In IT, a platform is any hardware or software used to host an application or service. An application platform, for example, consists of hardware, an operating system, and coordinating programs that use the instruction set for a processor or microprocessor. In this case, the platform creates a foundation that ensures object code will execute successfully.

Platform-as-a-Service (PaaS) - Platform-as-a-Service (PaaS) is a concept that describes a computing platform that is rented or delivered as an integrated solution, solution stack, or service through an Internet connection. The solution stack may be a set of components or software subsystems used to develop a fully functional product or service, such as a web application that uses an OS, web server, database, and programming language. More generically, the solution stack may deliver an OS, middleware, database, or application.

Software-as-a-Service (SaaS) - Software-as-a-Service (SaaS) is a model for the distribution of software where customers access software over the Internet. In SaaS, a service provider hosts the application at its data center and a customer accesses it via a standard web browser. There are a few major characteristics that apply to most SaaS vendors:

  • Updates are applied automatically without customer intervention
  • The service is purchased on a subscription basis
  • No hardware is required to be installed by the customer

(SaaS is also known as hosted software or on-demand software.)

Service Delivery Model - All the infrastructure that ITSPs previously focused on (networks, storage, etc.) are fast becoming commodity items. Products are conveniently and widely available with little distinctive difference between the various brands. What this means is that ITSPs should no longer be focusing on what software they're selling and where they're putting hardware, they should be focusing on the services they should deliver to their customers.

Service Leadership Index® - The largest scale, longest running, and most accurate benchmark of Solution Provider financial performance, operational maturity, and value creation worldwide for individual Solution Providers and their business, coaches, and consultants.

keyboard_arrow_down Corporate

Colleague - At ConnectWise, our employees are referred to as colleagues. Each colleague plays an integral part in the success of our partners, giving back to the community, and making ConnectWise the type of company it is today.

Community - The ConnectWise community is now referred to as The IT Nation—a world-wide community of IT experts, thought leaders, and peers ready to share, connect, and learn from one another.

ConnectWise, LLC. - ConnectWise believes technology is creating a better future. We connect teams with the platform and solutions that deliver technology as a service to the world. ConnectWise, LLC. is the legal registered name of the company.

ConnectWise Ecosystem - The ConnectWise Solution Partners and integration network is referred to as the ecosystem. The ConnectWise platform is at the center of this ecosystem, with Solution Partners’ products integrating into each ConnectWise product in a variety of ways. Ecosystem should not be capitalized, except when it begins a sentence. Example: Yes—“The ecosystem that embodies ConnectWise.” No—“The ConnectWise Ecosystem.”

Four Helpful Lists - This is one tool within the StratOp framework that helps you define and understand the current state of your team. As a part of this process, you'll bring together leaders and relevant stakeholders to determine what's going well and what needs your attention, and you'll be able to formulate a list of issues everyone agrees on as a top priority.

LIEMRE - Adjacent to the customer journey is the LIEMRE strategy, which gives Technology Teams the ability to maximize their potential profit and retention of customers. When an initial product or service sale is made, the TSP must do more than simply deliver on what was purchased. Now, they must completely install, embed, manage, renew, and expand on the products and services at relevant times:

  1. Land - sell the solution.
  2. Install - install the technology. The Install phase ends after the installation is completed.
  3. Embed - get the client to fully adopt the solution. If you're smart, you'll stay and fully implement the technology. Embedding plants roots with the customer and creates stickiness.
  4. Manage - once embedded, you want to Manage it. This is where recurring revenue comes from. Any of these squares can be managed as a service.
  5. Renew - Renew the solution. Every technology in the canvas you embed needs to be managed for renewal. If you pay attention to this, there are opportunities to replace existing technology with more advanced technology that helps you Expand.
  6. Expand - Expand to other squares. Renewal can lead to expansion. Once you do the first 5, you own the square. Now is the time to expand into another square.

One-Click (Buy, Deploy, Monitor, Manage, Sell, Service, Bill) - There is a lot to do to keep up with today's digital transformation. ConnectWise is ready to empower technology workers to keep up with the massive demand for their services. We'll keep them competitive by delivering one page of glass to buy, deploy, monitor, service, and bill every offering in their Service Catalog. We'll support their continued success with the solutions and processes they need to get their jobs done quickly and smoothly. Everything will be connected through one-click capability, connecting technology workers into technology teams, and those teams into companies that deliver outstanding technology services and solutions.

Partner At ConnectWise, our customers are not just customers, they’re partners. Our partnerships mean the world to us and we invest in resources that will drive the most desirable outcomes for our partners, and set them up for success.

Processes, Best Practices, Methods, Paths - These words can all be used synonymously with the ConnectWise platform. The ConnectWise platform delivers all of these. In other words, the ConnectWise platform is built on best practices that have the right paths, processes, and methods to deliver their Service Catalog. This is our competitive differentiator or commercial insight.

Service Catalog - The unique set of solutions and service combinations offered by a technology team. The technology teams combine their services with solutions from the Solutions Menu to create their unique Service Catalog.

The Solutions Menu

Solutions Menu - The Solutions Menu is a framework that organizes the solutions that make up service offerings provided by services providers into 15 categories, with a place for every solution in one of the categories on the Solutions Menu. Technology teams deliver their catalog of services with solutions from the Solutions Menu. We will connect the best solutions for each category and resell them in our Marketplace. Keep in mind that this menu includes all possible service offerings, but doesn’t mean we are focusing on all of them at once. The service offerings that are currently our top focus are numbered below.

  1. Security - High focus in cyber security. Managed security services are conducted by an ITSP that oversees network security. Functions include monitoring and management of intrusion detection systems and firewalls, patch management and upgrades, security assessments and security audits, and responding to emergencies.

  2. Network Infrastructure - Typically a managed service, with offerings that include network installation, network & server monitoring, data backup & disaster recovery, and security. Remotely manage an organization's network including auto-polling of network devices, real-time traffic data, and ensuring network component availability.

  3. Onsite Computing - PC, network, software, security-related service and support including service contracts, regular technician visits, one-off events, and hardware and software-related events.

  4. Business Intelligence - Applications deployed online to analyze organizational data. BI as a discipline is made up of several related activities, including data mining, online analytical processing, querying, and reporting.

  5. Disaster Recovery - Services that enable the recovery or continuation of vital technology infrastructure and systems following a disaster. Disaster recovery focuses on the technology systems supporting critical business functions, as opposed to business continuity, which involves keeping all essential aspects of a business functioning despite significant disruptive events.

  6. Cloud Computing - Network services, infrastructure, or business applications in the cloud. Cloud services are hosted in a data center that can be accessed by companies or individuals using network connectivity.

Additional Service Offerings:

Copy / Printing - Selling copy/print machines with the opportunity to attach managed print services (MPS), including a simplified purchasing process, usage monitoring, maintenance, parts repair, equipment replacement, and help desk support.

Physical Security - Specialize in video surveillance, access control, and fire and intrusion alarm systems for commercial, residential, and institutional clients. These solutions still roll trucks, assessing the infrastructure of a facility and installing wiring throughout.

Internet of Things (IoT) - Connecting physical devices to a network, including smart devices, buildings and items embedded with electronics, software, sensors, actuators, and IT networks. Taking advantage of cloud capability allows for the storage of massive amounts of data collected and analyzed.

Audio/Visual - Integration of audio/visual systems including custom programming, scheduling, launching, and management of video infrastructure. Also includes proactive, remote monitoring of audio/visual systems and video collaboration technology, and insight into system health and usage.

Collaboration/Telecom - Allows highly diversified teams working in and outside a company to interact in virtual and physical space. Services can include unified communications (voice, data, video, mobile), conferencing, and collaboration endpoints (phones, video devices, mobile).

Line of Business Applications - Vendor management of software deployed online for highly customized applications. These applications can be industry/vertical-specific or process/horizontal-specific. Vertical examples: electronic medical records or dentistry management. Horizontal examples: credit card processing, timesheets, photo editing, POS systems.

Office Applications - Vendor management of software that contains basic business functions such as word processing, spreadsheets, presentation tools, and database tools. Additional functions could be included based on the application being used. Examples include Microsoft® Office 365®, LotusLive™, and Google® Apps

Application Development - Software designed or adapted for a single, specific customer. Creating, developing, selling, and supporting software.

Artificial Intelligence - Predictive managed services that use AI to detect issues when a system starts, so the TSP can act before a disruptive failure occurs. Predictive managed services allow MSPs to reduce costs related to infrastructure and networks, and save time and resources.

Solutions Partner - Our Solutions Partners, who you might think of as our vendor partners or third-party partners, are an integral part of allowing our entire community to thrive by offering an expanded list of solutions available beyond our core ConnectWise products. Still tightly integrated with ConnectWise products, these partners provide another layer of ecosystem functionality for users.

SRP (Strategic Relationship Plan) - A multi-day StratOp that we do specifically for Solutions Partners to help focus the relationship and set each other up for success.

StratOp - StratOp is not just Four Helpful Lists (see above). It is an in-depth, strategic system that helps to clarify where a company is, where a company is headed, and how a company gets there. StratOp is comprised of 23 constructs and is used to set, align, and manage a company's strategic, operational, and financial needs.

Technology Teams - Technology teams are formed to deliver a unique set of solutions and services. Several technology teams can combine to form an IT Service Provider, an MSP, or technology organization. The focus of ConnectWise's teams is to provide a tailored experience to fit the customer journey by turning the ConnectWise suite into a platform of microservices. Building on the foundation of the Solutions Menu, we will focus on technology workers.

Technology Workers - Technology workers are the individuals that make up technology teams. ConnectWise will fuel them with thought leadership and the ConnectWise platform, letting them thrive in a fast-paced digital transformation by:

  • Focusing on the tech worker first, relating our thought leadership and customer journey efforts to what we know about individual users
  • Merging each individual profile into a central identity and continuing to collect heuristics throughout a user's lifecycle
  • Developing a scoring algorithm that identifies better sales leads and fuels better close rates
keyboard_arrow_down Company & Products

The ConnectWise Platform - The core collection of ConnectWise products (ConnectWise Manage, ConnectWise Automate, ConnectWise Sell, and ConnectWise Control) are referred to as the ConnectWise platform, or the ConnectWise suite of solutions. Avoid using ConnectWise Business Suite. There is no trademarked name for the collective group of core ConnectWise products.

ConnectWise Sell® - A cloud-based quote and proposal automation solution designed to increase quoting volume and wins. When you implement ConnectWise Sell, you’ll find everything you need, thanks to automated workflows that keep data visible and reporting simple. Natively integrated with top CRMs, our professional templates deliver intuitive quotes and proposals with e-signatures included.

ConnectWise Sell Order Porter - ConnectWise Sell Order Porter delivers a secure web summary of your proposals to make it quicker and easier for customers to receive and approve quotes with customized quote pages, e-signature, and streamlined payment processing.

ConnectWise Manage® - ConnectWise Manage is a business management platform designed to run your technology solution business, connect everything with one application to allow superior service delivery, better business understanding, full-visibility billing, and handoffs without hiccups. From projects to services, marketing, sales, and finance, ConnectWise Manage brings it all into a 360-degree view of the customers and services that matter to your business.

ConnectWise Automate® - Boost the effectiveness of your IT teams and simplify every aspect of your business with flexible remote monitoring and management from ConnectWise Automate. Gain better visibility, remove delivery roadblocks, and increase service without increasing costs through a solution that helps you master discovery, management, patching, monitoring, and automation.

ConnectWise Control® - Anytime, anywhere remote support from ConnectWise Control lets you remotely control devices and help your customers whether they’re around the corner or around the world. Exceed service delivery expectations with fast, reliable, secure remote support that offers instant connectivity, scalable security features, and seamless integration.

ConnectWise Unite - ConnectWise Unite lets you manage, monitor, and bill seamlessly for cloud solutions including Microsoft® Azure® and Office 365®, Amazon Web Services™ (AWS), and Cisco® solutions. Capitalize on the future of digital transformation with the power to centralize client applications management, proactively monitor for issues, and ease billing pains with automation.

ConnectWise Marketplace - The ConnectWise Marketplace takes the friction out of buying and deploying solutions with one-click buy and deploy capability. The Marketplace offers Solution Partners a new route to market, the fastest and simplest in the Ecosystem, and brings users directly to the solutions they need.

ConnectWise University - ConnectWise partners can go through training courses on our solutions, review best practices, watch how-to videos, and get help using the online forums.

keyboard_arrow_down The IT Nation

The IT Nation - The IT Nation is a world-wide community of IT experts, thought leaders, and peers ready to share, connect, and learn from one another. Our partners, prospects, and even business competitors can take part in different aspects of the community that allow them to access the thought leadership, best practices, networking, and product knowledge that help them create resiliency and build the foundation for growth.

IT Nation Share - These complimentary user groups offer networking, best practices, and thought leadership to our partners during one-day, regional events.

IT Nation Connect - This is the industry-leading conference for thought leadership and best practices for company leaders. IT Nation Connect takes place in both Orlando, Florida and in Europe, either in Australia or the UK.

IT Nation Explore - At this product-focused conference, attendees get in-depth training of the ConnectWise platform and innovation sneak peeks of enhancements.

IT Nation Evolve - Attendees find connections, personal growth, and professional development at these member-based peer groups.

keyboard_arrow_down Security

Cybersecurity Center of Excellence - The Cybersecurity Center of Excellence is a team designed to operationalize our business so we can provide our partners with more solutions and services that will grow their Security-as-a-Service offering.

Security-as-a-Service - A term that describes offering clients security services on a subscription basis, such as backup and endpoint security, advanced threat protection, end-user training, and more.

NIST - NIST is the National Institute of Standards and Technology, a unit of the U.S. Commerce Department. Formerly known as the National Bureau of Standards, NIST promotes and maintains measurement standards. It also has active programs for encouraging and assisting industry and science to develop and use these standards.

NIST Cybersecurity Framework - The NIST Cybersecurity Framework provides a policy framework of computer security guidance for how private sector organizations in the United States can assess and improve their ability to prevent, detect, and respond to cyberattacks.

Security Information and Event Management (SIEM) - In the field of computer security, security information and event management (SIEM) software products and services combine security information management (SIM) and security event management (SEM). They provide real-time analysis of security alerts generated by applications and network hardware.

Security Posture - The security status of an enterprise’s networks, information, and systems based on information assurance (IA) resources (e.g., people, hardware, software, policies) and capabilities in place to manage the defense of the enterprise and to react as the situation changes.