How to Create MSP Service Offerings from Tools You Already Have

You’ve got an amazing tech stack: backup, security, RMM, automation, you name it. But when clients ask, “What exactly are we paying for?” your team hesitates. 

You’re living in the gap between having tools and having true service offerings.

In his course, Product Management Strategy for Your MSP, Empath Navigator Jordan Silva breaks down how to bridge that gap through a process called productization. 

It’s the difference between reselling technology and delivering a clearly defined, scalable service that clients understand and value. 

Here's a practical, four-step guide on how to create MSP service offerings from the tools you already have. 

Step 1: Define the Client Problem    

Every great service starts with a clearly defined problem. 

MSPs often lead with the tool (“We have a great new endpoint protection platform”). The shift is to start with what your client actually struggles with. Ask yourself: 

- What business issue does this tool solve? 
- What risk or cost does it reduce? 
- How do I describe that in the client’s language?

For example, instead of saying, “We provide 24/7 monitoring through our RMM platform,” say, “We keep your systems healthy and secure around the clock, so your team can stay productive without interruptions.” 

When you start with the problem, you immediately shift the conversation from features to outcomes.

Step 2: Identify the Ideal Customer 

The next question is: Who needs this most? 

Not every client is the right fit for every service. By narrowing your focus, you make your offering clearer, easier to deliver, and easier to sell. 

Think about: 

- Which clients are already asking about this issue? 
- Which industries or verticals face this challenge regularly? 
- Which client sizes fit your delivery model? 

This step is about focus. When you identify your market before you build, you save time, avoid over-engineering, and set yourself up for success. 

Step 3: Wrap It in a Repeatable Process 

Now comes the magic step, turning a tool into a service. 

Tools don’t scale. Processes do. 

Take your chosen solution and wrap it in a process your team can follow consistently. Define the setup, the ongoing delivery, and how you will measure success. 

Then, document it. Spell out what’s included, what’s excluded, and what clients can expect at each phase. 

This turns a simple tool into a client-facing service journey: 

Tool: Patch management software
Service: “Managed Endpoint Assurance” 
Process: Onboard → Weekly Patching → Monthly Reporting → Quarterly Review 

You turn a tool into something marketable, repeatable, and profitable when you add structure. 

Step 4: Give It a Name, a Price, and Train Your Team 

This is where the service becomes real. 

First, give the service a name that highlights the outcome, not the tool. 

Don’t say “EDR Implementation.” 
Say “Cyber Threat Prevention Service.” 

Next, give it a price. Keep it simple, bundle it into existing tiers, price per user, or include it as an upgrade. 

Then, train your team. What is the promise of this service? How do they explain it? What’s the workflow? Your internal readiness determines your external credibility. 

Bonus Step: Pilot Before You Launch

Before you roll out your new service to every client, test it with a few trusted customers. 
This soft launch gives you real-world feedback and helps you refine your delivery process. 

Ask pilot clients: 

- Did this solve your problem?
- Was the process clear? 
- What could we do better? 

Use their feedback to adjust your documentation, pricing, or client communication. That refinement phase is what separates reactive MSPs from strategic ones. 

The Bottom Line 

Creating MSP service offerings isn’t about buying more tools. It’s about being more intentional with the ones you already have. 

The framework is simple: 

1. Define the Problem 
2. Identify the Customer 
3. Wrap it in a Process 
4. Train Your Team 
5. Pilot 

When you follow this approach, you stop chasing the next tool and start building a portfolio of real services that scale. 

Learn the complete MSP product management framework, from problem definition to ROI, in Jordan Silva’s Empath course: Product Management Strategy for Your MSP. 

Don’t have an account with Empath yet? Bring your team with you for a 14-day free trial and have immediate access to Jordan’s course and our entire library of Navigator-led courses.  

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