Getting Incident Management Right

When I speak to VARs about the managed services industry, it is commonly defined by two key services: network management and security management. However, for VARs that seek to provide managed services to the growing and highly underserved market of small businesses, managed services must include more than network and security management. Although those services […]

Apr 11, 2009
Channel Insider content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More

When I speak to VARs about the managed services industry, it is commonly defined by two key services: network management and security management. However, for VARs that seek to provide managed services to the growing and highly underserved market of small businesses, managed services must include more than network and security management.

Although those services are essential to the model, small businesses need more. Small businesses seek a partner that operates as their entire IT department. For example, VARs must provide a communication path to clients that allow for resolution of user issues in a timely and effective manner. This can be easily achieved with an incident management process that enables client requests to be defined and tracked to completion. The Service Desk commonly serves as the contact for your customer for all IT-related issues or incidents. In addition to logging and tracking user requests, the Service Desk provides a first-level of remediation by solving issues over the phone.

>> Click here to read more

Recommended for you...

Video: Harbor IT on NENS Acquisition and Why the Generalist MSP Model Is Dying
Katie Bavoso
Feb 26, 2026
All Covered Launches Managed Vulnerability Service
Victoria Durgin
Feb 24, 2026
Cynomi Expands EU NIS 2, AI Governance for MSPs
Victoria Durgin
Feb 17, 2026
How to Start an MSP (Managed Service Provider) Business
Collins Ayuya
Feb 4, 2026
Channel Insider Logo

Channel Insider combines news and technology recommendations to keep channel partners, value-added resellers, IT solution providers, MSPs, and SaaS providers informed on the changing IT landscape. These resources provide product comparisons, in-depth analysis of vendors, and interviews with subject matter experts to provide vendors with critical information for their operations.

Property of TechnologyAdvice. © 2026 TechnologyAdvice. All Rights Reserved

Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.