IT Managed Services Blog

Is Your Service Desk an Answering Service?

Posted by TJ Mitchell on February 6, 2018 1:32:00 PM EST

In the ever expanding IT support industry, there is no shortage of inexpensive service desk solutions. The problem is when organizations consider outsourcing service desk operations, they often view the solution as an additional expense instead of an opportunity to reduce internal IT costs. So it is understandable that those with limited budgets tend to favor the lowest cost solution; however, over time many of them come to the conclusion that, as with any attractive price tag, they’re getting exactly what they pay for.

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Tags: service desk outsourcing, continual service improvement, Level 1 Resolution, First Contact Resolution, end user support

How much is End User Downtime Really Costing You?

Posted by TJ Mitchell on December 19, 2017 3:04:00 PM EST

No IT department wants to go down on record as ignoring the needs of its end users especially when success depends on keeping them fully operational at all times. The problem is even the most diligent, process-oriented organizations that track and time stamp all support activities, may not have data on idle moments that end users experience before they connect with a live agent or technician. So it’s no surprise that those costs are out of site if not out of mind as support operations remain status quo. Understandably, companywide network outages take center stage in the downtime discussion, but momentary interruptions in application level functionality and the lack of available IT resources to resolve those issues can add up and be just as costly over time. Nonetheless, most IT organizations tend to tolerate end user downtime in small doses, because they don’t consider it as urgent as client facing or companywide issues until they do the math.

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Tags: end user downtime

End User Support for Growing Proprietary Application Providers

Posted by TJ Mitchell on December 5, 2017 3:19:00 PM EST

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 3:35:00 PM EDT

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 2:50:00 PM EDT

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 3:28:00 PM EDT

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 3:18:00 PM EDT

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 2:42:00 PM EDT

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 2:44:00 PM EDT

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 3:08:00 PM EDT

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

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