MSP, IT management, Content, Small business

ServiceNow for Small Business MSPs: Splashtop’s Remote Support Move

ServiceNow is mainly an IT service management (ITSM) platform for large enterprise customers. But Splashtop is making moves that may bolster ServiceNow's popularity among MSPs (managed IT service providers) in the SMB (small and midsize business) market.

LinkedIn: Splashtop CEO Mark Lee
LinkedIn: Splashtop CEO Mark Lee

Indeed, Splashtop has joined the ServiceNow Technology Partner Program. Why is that important? Splashtop develops remote access and remote support solutions for MSPs -- include service providers in the SMB sector.

In theory, a ServiceNow-Splashtop combination could potentially compete against entrenched PSA (professional services automation) and RMM (remote monitoring and management) software systems in the MSP-oriented SMB market. Still, ServiceNow's product complexity, pricing model and enterprise focus could limit such a push, ChannelE2E believes.

What does Splashtop bring to the table? The company's key offerings include:

Describing the ServiceNow relationship, Splashtop CEO Mark Lee said:

“We’re excited to be part of the ServiceNow Technology Partner Program. By participating in the program, Splashtop will be able deliver integrations that make Splashtop remote support tools easily accessible from within ServiceNow IT Service Management (ITSM) solutions to increase service efficiency for ServiceNow customers.”

ServiceNow for Small Business MSPs: Growing Niche?

ServiceNow appears to be an unstoppable force in the enterprise. For its Q4 of fiscal 2018, revenue surged 30 percent to $715.4 million. The company's ITSM software has been disrupting legacy options from BMC and other enterprise players. Moreover, ServiceNow has been pushing into security and talent management use cases.

Still, the company has shown little interest in the SMB market. During the ServiceNow Knowledge18 conference in May 2018, company officials said their MSP strategy involved midmarket engagements, leaving little to no time for smaller SMB deals.

Nevertheless, multiple companies have been taking steps to broaden ServiceNow's footprint beyond global 2000 deployments. For instance, ServiceNow partner MSPWorx launched a midmarket MSP partner program in September 2018.

Mergers and Acquisitions: ServiceNow Partners In High Demand

David Parsons

Meanwhile, multiple M&A deals are reshaping the ServiceNow partner ecosystem. Key deals we've tracked include:

ServiceNow itself is betting its partner strategy on VMware veteran David Parsons. Moreover, the company is ramping up its certified professionals initiatives.

Still, ServiceNow hasn't really jumped down into the SMB market -- leaving entrenched PSA (professional services automation) and ticketing systems like ConnectWise Manage and Datto Autotask PSA to work closely with MSPs.

We'll be checking for more updates during the ServiceNow Knowledge19 conference in May.

Joe Panettieri

Joe Panettieri is co-founder & editorial director of MSSP Alert and ChannelE2E, the two leading news & analysis sites for managed service providers in the cybersecurity market.