IT Managed Services Blog

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

Top 5 Symptoms of an Unhealthy Partnership

Posted by TJ Mitchell on July 18, 2017 2:05:00 PM CDT

For service organizations that can’t be everything to every client, a strategic partnership is the next best thing. Wherever there is a gap in their core area of specialization, SMB vendors join forces with the goal being to present a unified solution to prospective clients. So if a service desk outsourcing organization is not the ideal resource for hardware procurement or a data center doesn’t dispatch break fix technicians across the globe at a moment’s notice, partnering with those that do is the ideal alternative. But in order to make the partnership work over the long term, the solutions offered must be mutually beneficial and the channels of communication open and free flowing. Unfortunately, like any business relationship, partnerships are subject to conditions as mercurial as the economic climate, fluctuating market requirements, and the evolving tools and technologies those partners leverage. As a result of these changes and how they impact each organization differently, it is rare that a partnership is in a permanent state of good health. The problem is that service organizations get so caught up in navigating a dynamic business climate, they sometimes forget to read the writing on the wall. For those that think their partnership may be overdue for a checkup, here’s a list of symptoms that may indicate yours may be a little under the weather:

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Tags: strategic partnership

Top 3 Tips to Support Leadership Changes in the IT Industry

Posted by Rachel Casciato on July 6, 2017 2:02:00 PM CDT

In the course of building long-term relationships as a help desk support provider, we’ve experienced our fair share of leadership changes with our clients. New leadership roles can come with a substantial learning curve, impacting employees from everyday users to senior management. Whether there is a new CIO or IT manager, we see those changes as an opportunity to educate our clients and help them manage their new responsibilities. As a result, our clients experience a smoother transition, shorter learning curve, and a clearer strategic direction. There are three key ways we support this change in client IT management.


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ABS Says “May We” to French Language Support

Posted by TJ Mitchell on June 29, 2017 2:08:00 PM CDT

When offering a global service desk solution to clients with geographically dispersed workforce, opportunities to support languages beyond the usual English and Spanish are bound to arise. Though many European and APAC clients require their end users speak English as the predominant common language of business, others may prefer the added convenience of support in their native language.  Due to a recent uptick in requests from Canadian based clients with offices in French-speaking Quebec, the service desk is expanding its linguistic repertoire accordingly.

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Tags: French speaking agents

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