#13. Ole Gjerde, CEO of TruNorth Dynamics, Ole built a custom software business, before running a managed services business, before running a business applications business so he’s seen run the full gamut of business models.

Ole shared lessons from years of building, merging, and separating MSPs, and why focus and clear division of teams are crucial for success.

We discussed when it’s smart to outsource your own internal technology support for any Microsoft partner, and if you’re going to launch an application support practice or MSP business, how to structure pricing for real client value, and why it’s more important than ever to prioritise transparency and partnership.

KEY LESSONS

1. Focus is everything: Ole stressed the importance of keeping business lines like managed IT services and business app development truly separate—unless you’re large enough to support dedicated teams and leadership. Otherwise, you risk operational headaches and stunted growth.
2. Onboarding customers (and their baggage) is tough: Inheriting support for systems built by someone else is inherently challenging. A strong onboarding process is a must to manage the friction and uncover those “skeletons in the closet”.
3. Designing win-win support models matters: There’s no universal delivery or pricing model. Empower your customers with options, but be wary of making your operations too complex in the process. Striking the right balance can help foster healthier, longer-term partnerships.

TIMESTAMPS

00:00 Security concerns of a fully remote business

00:29 Neil Benson introduces Practice Leading and today’s themes

02:32 Ole Gjerde’s journey from IT services through MSPs to business applications

04:18 Is it a bad idea to combine managed services and a business apps practice?

06:20 Deciding what should be covered by your MSP offering

09:56 Signals that it’s time to outsource your internal technology support

13:08 How to choose the right MSP partner for your organization

15:49 Security, compliance, and working in a remote or hostile environment

17:43 Aligning your MSP’s compliance to your client’s industry standards

20:17 Key considerations when adding managed services to a business apps practice

26:35 Pricing models and structuring value for managed application support

33:08 Balancing resource allocation between support, consulting, and product teams

36:07 Handling customer requests for 24/7 support with a smaller team

39:46 Final advice, summary, and episode wrap-up

RESOURCES

• TruNorth Dynamics website
• TruNorth Dynamics on LinkedIn
• Ole Gjerde on LinkedIn

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