Quest PacketTrap News

PacketTrap Networks for MSPs: A Closer Look

Wed, 01 Sep 2010 00:00:00 GMT

It has been roughly nine months since Quest Software acquired PacketTrap Networks, the remote monitoring and management (RMM) software specialist. So how are Quest and PacketTrap working with MSPs? And what makes PacketTrap different in the crowded market for RMM software? In this MSPmentor FastChat Video, Mike Byrne, director of MSP for PacketTrap, provides some updates.

Live Virtual Help Desk: Gaining Momentum?

Fri, 06 Aug 2010 00:00:00 GMT

Several months ago, MSP coach Stuart Selbst told me to keep an eye on Live Virtual Help Desk (LiveVHD), an upstart provider of NOC (network operations center) and help desk services. It was a quick, generic comment from Selbst. But he had a point: Fast forward to the present, and LiveVHD seems to be inking relationships with a range of MSP-oriented software companies.

Quest Reaches Out to MSPs

Tue, 03 Aug 2010 00:00:00 GMT

Quest Software Inc. wants managed services providers (MSPs) to use its broad portfolio of systems management, migration and connectivity software. The problem is MSPs don't want to pay the traditional Quest lump-sum licensing fees. In order to make its software palatable to MSPs, Quest has introduced a new consumption-based licensing model that it hopes will broaden its market. The company recently launched its Service Provider Program, designed to let MSPs license its software the way service providers are accustomed to doing business: by the month or quarterly, and as applicable on a per-user or -account basis. "We're traditionally targeted at the on-premises customer to give them all the capabilities they need to do things themselves," says Darren Swan, Quest manager of development. "We've worked with service providers to help them do it with the customers, but we haven't targeted specifically the service providers to enable them to move on-premises to host and manage." Quest had to make a fundamental change in its business model to reach this new customer set. That's because the business model for MSPs doesn't encourage them to incur upfront software license fees. After seeing its revenues decline for the first time in a decade last year -- from $735 million in 2008 to $695 million last year -- Quest is trying to extend its reach to MSPs by offering its software via a new licensing model that's more attractive to them. Dan Atkinson, VP of alliances and marketing at DirectPointe Inc., hooked up with Quest about a year ago and found many of its monitoring and migration tools suitable for his company's needs. But Atkinson says DirectPointe couldn't introduce new capital expenditures to pay for the software when the company was accustomed to weighing its costs toward operational expenditures. Atkinson says the Quest move from perpetual license fees to quarterly per-user pricing sealed the deal. "Paying all of those upfront license fees and maintenance fees doesn't work well for somebody like ourselves that's a pure-play MSP," Atkinson explains. Software vendors who want to do business with MSPs and cloud providers appear to be grudgingly moving in this direction, according to Atkinson. Case in point is CA Technologies, which recently acquired monitoring vendor Nimsoft and cloud virtualization platform vendor 3Tera. "We're beginning to see more and more of it," Atkinson says.

Say Goodbye to Managed Services Shelfware

Tue, 15 Jun 2010 00:00:00 GMT

Some readers tell the managed services market is loaded with shelfware (i.e., unused managed services licenses that cost individual MSPs thousands of dollars). Other readers tell me MSP shelfware isn’t a problem. But now comes word that PacketTrap Networks will soon adjust its software licensing model to mitigate MSP shelfware risks. Here are the details.

I mentioned the potential MSP shelfware problem in a June 3 blog post. In an email reply to me, PacketTrap Networks’ Mike Byrne wrote:

“I would have to agree with you that shelf-ware is one of the biggest (and growing) issues in our space. So, with that in mind I thought I’d ping you and let you know that we’re in the process of launching a new pricing methodology/structure that is based on our existing license tiers, however, gives our customers the freedom of buying any number of licenses in between as well.”

PacketTrap, a division of Quest Software, currently offers MSPs 100, 250, 500 and 1,000 ‘packs’ of licenses. “Moving forward,” says Byrne, “if the existing license tier doesn’t fit with our customers go to market support model they will now be able to chose any number in between and get a pro-rated price per node. So if a customer wants 362 nodes …. They can buy 362 nodes and not get forced into the 500 tier level.”

It sounds like a hybrid approach to me: Pick the closest tier, then get pro-rated pricing to zero in on the exact number of additional nodes you need. PacketTrap is expected to officially announce the new licensing model on June 21. But the PacketTrap sales team has already started reaching out to MSPs with the new offer, Byrne says.

Plenty of Options

While some vendors have long-promoted tiered licensing packs, more and more MSP software providers are moving to a pay-for-what-you-use model. The reason: Plenty of overly optimistic MSPs purchased more licenses than they actually use. Some of those MSPs have since pursued simplified licensing models from vendors.

Also, pure-play SaaS companies have put pressure on the old license pack model. And established MSP software providers (particularly Zenith Infotech) have aggressively pointed out to me that they don’t require license pack commitments from MSPs.

Of course, it’s impossible for me to track every software company’s licensing policy. But much of the shelfware chatter over the years has involved Kaseya’s license packs. I’m frequently asked by MSPs how many unused Kaseya licenses are out in the market. (I don’t have a firm answer.)

That said, Kaseya’s MSP partner base appears large and engaged. Also, Kaseya is expected to launch its SaaS version of the Kaseya 2 platform in July 2010. And Kaseya recently launched G1, an on-premises platform for smaller MSPs.

Hosted Managed Services: PacketTrap Targets Europe

Wed, 26 May 2010 00:00:00 GMT

PacketTrap Networks is the latest managed services software specialist to develop a SaaS (software as a service) strategy targeting Europe. Specifically, a European distributor will start hosting PacketTrap’s platform soon, according to Mike Byrne, director of product management at PacketTrap. Tekdata Distribution will host PacketTrap’s software in the United Kingdom, Byrne says. Moreover, PacketTrap is negotiating with a major Master MSP to host PacketTrap’s software in Australia, Byrne adds. PacketTrap, acquired by Quest Software in December 2009, focuses on network-centric managed services rather than emphasizing PC-centric services. Quest has continued to invest in PacketTrap and signs of a global PacketTrap push surfaced in April 2010. On the European SaaS front, PacketTrap’s Tekdata relationship arrives at a key time. Multiple MSP software providers already have critical mass in Europe. And several upstarts are making their own moves. For instance, LabTech Software partnered with T2 Solutions to move into the United Kingdom. And CentraStage, a European company, claims to be winning business with former Kaseya MSPs

Quest Software’s PacketTrap Wins “Best of Show” at ASCII Success Summit

Tue, 25 May 2010 00:00:00 GMT

ALISO VIEJO, Calif.--(BUSINESS WIRE)--Quest Software, Inc. (NASDAQ:QSFT) today announced that PacketTrap MSP, its managed services platform used by MSPs and IT service providers, was named “Best of Show” at the ASCII Success Summit DC 2010. This prestigious award is presented to the technology company that demonstrated the best overall showing at this esteemed IT channel event. The PacketTrap MSP “Best of Show” honor was voted on by solution provider attendees of the ASCII Success Summit DC 2010 in Fairfax, Virginia. “Quest Software recognizes the value and reach of the ASCII Community. This recent award is a testament to its unique approach in educating our members about the value and benefits of their technology in the managed services space” .“Quest Software recognizes the value and reach of the ASCII Community. This recent award is a testament to its unique approach in educating our members about the value and benefits of their technology in the managed services space,” said Jerry Koutavas, president of the ASCII Group, Inc. The six ASCII Success Summits are hosted by the ASCII Group, Inc., the oldest and largest group of independent information technology (IT) solution providers, integrators and value-added resellers (VARs). “The ‘Best of Show’ honor is a testament to the technology and programs we’ve constructed at the request of our channel partners,” said Mike Byrne, director of partner management, Quest Software. “With the recent introduction of PacketTrap MSP and our unique managed services development program (the MSP Acceleration Process), solution providers recognize the business and customer service benefits from partnering with Quest Software.” For more information on PacketTrap MSP and the Quest Software channel programs, please visit www.packettrap.com About The ASCII Group, Inc. (ASCII) The ASCII Group, Inc., headquartered in Bethesda, Maryland, was established in 1984, with additional offices in Canada, India, and the UK. ASCII is the largest paying community of independent computer resellers in the world with more than 2,000 members and system wide end-user sales of approximately $10.5 billion. ASCII provides technology tools, products and services to assist independent information technology resellers increase profits, reduce costs, and grow their respective businesses. The Company can be reached at (800) 394-2724, or at www.ascii.com. About Quest Software, Inc. Now more than ever, organizations need to work smart and improve efficiency. Quest Software creates and supports smart systems management products—helping our customers solve everyday IT challenges faster and easier. Our innovative solutions for application monitoring, database management, Windows management and virtualization management help customers achieve better results, faster. Visit www.quest.com for more information.

PacketTrap MSP Wins ASCII Best of Show

Wed, 28 Apr 2010 00:00:00 GMT

The ASCII Group, Inc. the World largest IT Solution Provider community announces today that PacketTrap wins the award for The ASCII Success Summit DC 2010 ‘Best of Show.’ These prestigious awards are presented to the companies that are deemed to have the best solutions, new products, channel programs, promotions - incentives, best sales and support from Distribution for the Solution Provider community and 'Best of Show.' All of the awards are voted on by the Solution Provider attendees of the event.

Quest, PacketTrap Prepare Global MSP Push

Tue, 13 Apr 2010 00:00:00 GMT

PacketTrap, the managed services platform acquired by Quest Software in 2009, is preparing some global moves including a push into Australia. The PacketTrap effort will also include closer integration with Quest's product portfolio. Here are some preliminary details. First, a little background. Generally speaking, PacketTrap positions itself as a network-centric MSP platform rather than a PC- or server-centric solution. The company sounds like it has a strong following in North America.

Companies that you should really look at in 2010

Mon, 12 Apr 2010 00:00:00 GMT

Every now and again you come across a company offering certain services and say, “why didn’t I think of that”? Fortunately, that isn’t the case here. What I am writing about here are two firms that you should be looking at to take your small to mid-size MSP business to new levels.

Quest Software Continues PacketTrap MSP Investments

Thu, 08 Apr 2010 00:00:00 GMT

As you may recall, Quest Software in December 2009 purchased PacketTrap — a remote management and monitoring platform. Fast forward to the present, and Quest seems to be making significant, continued investments in PacketTrap. Here’s the update.

First, a little background: Big software companies have spent recent months buying up remote monitoring and management platforms for MSPs. Examples include:

Quest acquiring PacketTrap
Citrix Online buying Paglo (now rebranded as GoToManage)
CA Inc. buying Nimsoft

We’re watching those deals (and others) for signs of progress.

Quest’s Latest Moves

Long term, it sounds like Quest plans to focus PacketTrap more and more on network centric monitoring, because PC monitoring is an extremely crowded market where it’s difficult to differentiate. Take a look at the PacketTrap network, and you’ll notice key partnerships with networking-centric companies like Cisco Systems and Juniper. Watch for that network-centric strategy to accelerate in the months ahead.

Still, Quest wants to make sure PacketTrap covers all the basics in the PC monitoring and management space. A prime example: The new PacketTrap MSP 5.2 release now has over 40 desktop management functions that “will dramatically improve MSP’s ability to provide quality desktop support service and lower their cost of delivery,” asserts Mike Byrne, director of product management for Quest Software’s Network Management Division.

On the networking front, PacketTrap MSP 5.2 has a an SNMP Trap Manager, which is a complete receiver and analysis utility that that captures SNMP traps sent from various devices on a network, Byrne says. There’s also a network mapping tool built into 5.2.

Your Mileage May Vary

As you know, I only blog about this stuff — I don’t sit down behind the dashboard and actually use the software. So I can never guarantee that software will work as advertised.

Still, it’s clear to me that Quest is investing in PacketTrap, which now has about 80,000 users. During recent conferences across the U.S., I’ve noticed Quest-PacketTrap marketing materials and booths. To the outsider looking in for the first time, it seems as if PacketTrap is a natural part of Quest’s product portfolio. I wonder if customers agree with me.

10 things to remember when upgrading servers

Tue, 06 Apr 2010 00:00:00 GMT

Servers are almost always deployed, at least initially, with specific objectives in mind. Regardless of whether the server is deployed in a small business or large enterprise, frequently the server's role changes over time.

Due to growth, budget cuts, rack limitations, or other factors, servers deployed for one purpose must often begin fulfilling additional services and responsibilities.

That's why it's important to periodically audit systems. Reviewing a server's resource load helps ensure the organisation optimises performance and prevents downtime. However, system administrators can't just break a case and drop in more RAM here or upgrade disks there. Server upgrades always require planning. Here are 10 things to remember when upgrading servers to ensure systems perform at peak efficiencies.

ScriptLogic Provides Help for Network Management

Thu, 28 Jan 2010 00:00:00 GMT

According to Nick Calvalancia, vice president for Windows Management for ScriptLogic, the PacketTrap products are now part of the ScriptLogic suite of offerings. The new release of the Perspective network management tools features tight integration with ScriptLogic’s Help Desk Authority offering. Calvalancia says that gap between the help desk and the people that manage the networks is usually the cause of any number of recurring problems. The integration between Perspective and Help Desk Authority is designed to make it easy for network managers to not only kick off a help desk ticket, but also gain some historical data on a variety of problems to help identify larger issues. The new version of Perspective, which is also available free for 21 days, is available now.

Quest Software Joins ASCII Group's Solution Alliance Network

Wed, 13 Jan 2010 00:00:00 GMT

"We are proud to have this dynamic group of professionals join the Solution Alliance Network. Quest Software's PacketTrapMSP solution allows managed service providers to set up the tool in minutes and automatically discovers system resources and metrics of their customers. In addition, the MSP Acceleration Program is a great benefit to members who are moving from break-fix to managed services by providing a full plan to build, price, market and sell managed services," said Alan D. Weinberger, Founder, Chairman and CEO of ASCII.

The proliferation of cloud assets, network traffic problems and implementation of new technologies is driving demand for comprehensive network management solutions.

Steve Goodman, VP and General Manager of Network Management for Quest Software said, "We believe our PacketTrapMSP solutions (www.PacketTrap.com/Product) and our MSP Acceleration Program (www.PacketTrap.com/Partners) are the right mix to help MSPs increase their recurring revenue streams and show true value to their customer base." About The ASCII Group, Inc. (ASCII) The ASCII Group, Inc., headquartered in Bethesda, Maryland, was established in 1984, with additional offices in Canada, India, and the UK. ASCII is the largest paying community of independent computer resellers in the world with more than 2,000 members and system wide end-user sales of approximately $10.5 billion. ASCII provides technology tools, products and services to assist independent information technology resellers increase profits, reduce costs, and grow their respective businesses. The Company can be reached at (800) 394-2724, or at www.ascii.com.

About Quest Software Now more than ever, organizations need to work smart and improve efficiency. Quest Software creates and supports smart systems management products helping our customers solve everyday IT challenges faster and easier. Visit www.quest.com for more information.

Quest Software is a registered trademark of Quest Software in the United States and certain other countries. All other names mentioned herein may be trademarks of their respective owners.

Using technology tools to make life more manageable

Mon, 14 Dec 2009 00:00:00 GMT

It would be nice if it featured a clock and alarm, could show some photos, perhaps play an audio book and the radio, allow me to read and type a few notes, surf the internet, read some news feeds, check email and a few other things on a screen I can actually read text from without crossing my eyes twice over.

So, given all the above, I got pretty excited when I first clapped eyes on the Toshiba JournE. I've been playing around with this multimedia tablet for a few days now and am already finding ways of working it into my routine. The device has a 7in touch screen with a resolution of 800x480 and runs on the Windows CE 6.0 operating system. Like I have with the Palm Pre, I will keep you updated with life on the move with the JournE.

Following on from my recent experiences with Spiceworks, I thought I would see what had been happening with PacketTrap, the network monitoring and management tool, and discovered that the PacketTrap pt360 Tool Suite Pro is available for free. PacketTrap utilises a dashboard approach with plug-in configurable widgets allowing monitoring and management of a wide array of network infrastructure from Cisco configuration, through deep network discovery, to WMI Scans and application monitoring for services such as Exchange, SQL and Active Directory.

I have talked before about finding simple ways of presenting network monitoring without all the complexity of a laptop or desktop computer, and with these two technologies perhaps some combination of multimedia tablet and dashboard based network monitoring solution might offer a fine way of keeping an eye on the day-to-day activity of the network infrastructure.

IP SLA - Hidden gem for proactive management?

Wed, 30 Sep 2009 00:00:00 GMT

At EMA, we spend a lot of time talking about how to shift gears into a more proactive, preventative approach to manage the IT infrastructure. Whether you are looking at the lower layers of the stack and device health or up the stack at how well applications and services are being delivered

MSPs ID Lack of Network Visibility as Top Problem

Wed, 09 Sep 2009 00:00:00 GMT

Users hitting YouTube, Pandora and other high-bandwidth sites can bring mission-critical network traffic down to a crawl. A new survey shows that MSPs identified lack of visibility into network traffic as their No. 1 pain

Cloud services may be cheaper, but MSPs have much to weigh before going up

Wed, 09 Sep 2009 00:00:00 GMT

Managed services providers (MSPs) are no strangers to running IT services remotely for their customers, but moving their own assets to the cloud and delivering their services from there will test MSPs' ability to keep all the balls in the air

PacketTrap's Remote Monitoring Keeps Networks At Top Speed

Mon, 15 Jun 2009 00:00:00 GMT

Bottlenecks on a network can be just as time consuming as bottlenecks on the highway. That's why PacketTrap Networks has created an offering that allows solution providers to manage customer networks

PacketTrap Intros Traffic Analysis Solution for MSPs

Thu, 14 May 2009 00:00:00 GMT

PacketTrap’s Perspective solution takes a new approach to network management by offering granular traffic analysis for MSPs and their midmarket and SMB customers. Managed services providers (MSPs) usually thrive in times of economic downturn, as customers look for desktop and server management solutions that can help cut costs, increase efficiency and ease data center management and monitoring burdens. But as these services become more commoditized, there’s less value for customers in these solutions

PacketTrap Networks Provides Network Monitoring Software for Midsize Companies

Sat, 02 May 2009 00:00:00 GMT

PacketTrap sells directly to customers, but it also aims at value-added resellers that are transforming into service providers. "VARs have moved from reselling equipment into more service offerings, where they manage a customer's infrastructure from their own location," says Goodman. The company is tapping into this market with PacketTrap MSP, which lets VARs offer network monitoring to small businesses that want to outsource IT functions to a partner. MSP is available as on-premises software or software as a service. How It Works PacketTrap's pt360 Tool Suite performs basic diagnostic functions such as port scans and lets engineers troubleshoot network issues

PacketTrap Networks Bolsters Channel Partner Community

Thu, 26 Mar 2009 00:00:00 GMT

PacketTrap Networks says it has doubled the number of partners registered for its' partner program and has almost an equal number of agreements pending since launching it last December. And with the launch of its PerspectiveMSP solution, the company expects more VARs to join its ranks. The PacketTrap Partner Program (PPP) is directed at value-added resellers, IT consultants, system integrators and network administrators that service business with up to 5,000 end points.

More Network Tools for Professionals

Thu, 05 Mar 2009 00:00:00 GMT

In some cases, you may be connected to the Intranet - meaning you need a set of tools to help you troubleshoot problems, or see a problem before you know it exists. PacketTrap’s pt360 allows you to flow results between tools, save network settings and favorites. The powerful, yet easy to use pt360 helps you tame your network

Network Management for the Masses

Thu, 05 Mar 2009 00:00:00 GMT

The old saying that "you can only manage what you can measure" happens to be true, so what can you see inside your network that allows you to manage it properly? If you can't see much, you'll be glad to know network management tools are reinventing themselves constantly. Let's take a look at three options, one traditional (PacketTrap) and two (Paglo and ManageEngine) using the software-as-a-service model

PacketTrap Helps Old Devices Find Their Voices

Wed, 25 Feb 2009 00:00:00 GMT

In these days of slashed budgets and layoffs, it’s important to find ways to do more with less. Enter ptFlow by PacketTrap Networks Inc. of San Francisco, which offers a means of discovering data about application performance on the network from old devices that otherwise would be unable to retrieve such information. “Every network, no matter what the size of the business, has network devices that can’t talk back,” said Matt Bolton, vice president of products at PacketTrap. “As a result, network administrators have a really hard time identifying bandwidth hogs or applications that are causing problems.”

Bringing Flow to New Places

Mon, 09 Feb 2009 00:00:00 GMT

At EMA, we’ve been pushing application awareness as the path to service-savvy enlightenment for network engineering and operations professionals. And yet, one of the big challenges is finding application activity details from the less well-outfitted corners of your domain. That might have just gotten a little easier. Last week, PacketTrap announced ptFlow, and what it represents is a means to get application-aware visibility in places where there are no xFlow-capable (i.e. NetFlow, sFlow, JFlow) devices. The idea is pretty straightforward – they created a software module to look at a stream of packets, pick out the relevant details, and construct and publish flow records