IT Managed Services Blog

End User Support for Growing Proprietary Application Providers

Posted by TJ Mitchell on December 5, 2017 2:19:00 PM CST

One of the first major challenges that arises as burgeoning proprietary application solution providers begin adding to their client roster is how to scale up support to meet the increased demand. Understandably, during the initial growth cycle, they focus on developing the product and building a marketing and sales team to attract and win new clients. Though this is historically the first order of any business, flawless execution of this strategy eventually means the organization will become a victim of its own success.

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Tags: end user support, proprietary application support

Service Desk Solution Development Part 3: Transforming IT Support

Posted by TJ Mitchell on October 31, 2017 2:35:00 PM CDT

For organizations looking to transform their current IT operations, reviewing performance metrics is a good place to start. The problem is those considering a shift from an internal solution to an outsourcing model don’t always track all service desk activities or establish clear benchmarks. It’s usually the fast growing companies, the ones forced to keep up with increased support demands without a formal solution in place, that don’t have ready-made answers to standard service desk assessment questions. The good news it’s never too late to review how IT support is measured or to consider the implications. In fact, great organizations never stop.

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Tags: service desk solution development

Service Desk Solution Development Process Part 2

Posted by TJ Mitchell on October 25, 2017 1:50:00 PM CDT

Efficient Alignment of Resources and Workflows

To get an accurate picture of the current state of IT support, Managed Service Providers need to start with some probing, assessment related questions. First, how many agents support the current service desk?

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Service Desk Solution Development Process

Posted by TJ Mitchell on October 19, 2017 2:28:00 PM CDT

Part 1: The Law of Supply and Demand

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Tags: service desk solution development

Workforce Management Tools and Processes

Posted by TJ Mitchell on October 12, 2017 2:18:00 PM CDT

In order to deliver quality service desk support at a competitive price, Managed Service Providers need to be smart with when and how they leverage their talented IT professionals, using the appropriate tools and processes to maximize their impact for all clients. This approach to resource allocation is referred to as “capacity management” or “workforce management” somewhat interchangeably and defined by Wikipedia as “an institutional process that maximizes performance levels and competency for an organization.”

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Tags: workforce management

Solution Match Game: Top 10 IT Support Requirement Scenarios (Part 2)

Posted by TJ Mitchell on September 12, 2017 1:42:00 PM CDT

Is your IT department dealing with a mixed bag of operational challenges that require a little strategic direction? Or maybe you just need some help defining what it is you're looking for so you can find the missing pieces to the solution puzzle. Last week in Part 1, we listed the first five of 10 IT support requirement scenarios and some potential options. Here are five more:

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Tags: IT Support Requirement

Solution Match Game: Top 10 IT Support Requirement Scenarios (Part 1)

Posted by TJ Mitchell on September 7, 2017 1:44:00 PM CDT

As the saying goes, every problem has a solution. But what if you don’t really know what the problem is, how to define it, or what to ask for before reaching out to those who can help? Many companies are great at realizing they have an IT support need, but don’t necessarily conduct a formal needs analysis or document their criteria before evaluating Managed Service Providers or considering the internal options. What are the support tasks? Are they help desk (service desk), desktop, or network/infrastructure related? Should we add an internal position or outsource to a remote team? Should the roles be shared or dedicated? 

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Tags: IT Support Requirement

What’s the Difference between Help Desk Support and Desktop Support?

Posted by TJ Mitchell on August 22, 2017 2:08:00 PM CDT

Before any organization issues an RFP to a list of potential Managed Service Providers, the first order of business is to define the support requirements.  The trouble is sometimes those definitions require further definition or even a glossary of terms to facilitate a proper solution match. Even when using a term as pervasive as “help desk,” potential clients may mean something else entirely. The fact is it’s rare that two companies are speaking the same language.

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Tags: help desk support, desktop support

The High Cost of an Underutilized Service Desk

Posted by TJ Mitchell on August 10, 2017 2:03:00 PM CDT

When it comes to quality IT support, organizations that select a service desk outsourcing vendor often find that they get what they pay for. Unfortunately, this saying does not hold true for an underutilized service desk no matter how much the provider may excel at technical proficiency and customer service. Nonetheless, there are a number of companies that utilize the service desk much less than initially conceived. But why?

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Tags: service desk outsourcing

How Service Desk Outsourcing Adapts to All Support Environments

Posted by TJ Mitchell on August 1, 2017 1:42:00 PM CDT

As most service desk outsourcing companies will tell you, most any remote solution can be accomplished with the right access, documentation, and training. That’s why new service desk implementation teams spend a majority of pre-launch activities on knowledge transfer with the emphasis on replicating unique processes specific to client workflows as they relate to the technology being supported. Since IT support professionals bring Level 1 skills related to end user support for standard MS Office products and frequently deal with access and connectivity issues, the training and transitional focus is going to be on what’s new. Below are some examples and how the service desk adapts:

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Tags: service desk outsourcing

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