Managed Service Provider

Bringing it All Together – People, Processes, and Technology

In my last seven posts, I went into great detail about the areas where IT support companies often fail.  To summarize, they include a variety of issues surrounding people, processes, and technology.

Therefore, if a failure occurs in any one of these areas, your IT support services will be negatively impacted.  That is why you need to know their capabilities BEFORE you choose an IT support company.  Without a doubt, it all starts with their IT maturity level.

Definition of IT Maturity Level

What is an IT Maturity Level?  Simply put, it is the ability of an IT organization to deliver exceptional service and continuously improve its performance.  Subsequently, there are several IT Maturity Models on the market.  However, I think the one that best suits MSPs is the Gartner Self-Assessment Tool.  Moreover, this model measures the IT maturity level in regard to infrastructure and operations.  How?  First of all, it ties together the three pillars of success: people, processes, and technology.  Second, it transfers them into a mechanism for continuous improvement.

Unquestionably, you will receive better service with a company that is focused on continuous improvement.  Therefore, why pay the same amount for a company that is just winging it?

How is the IT Maturity Level Measured?

Is the IT maturity level measured in years, processes, experience, or a combination?  I have been in this industry for nearly 20 years.  During that time I have seen many MSPs come and go in a variety of ways.  For example, I have seen MSPs who went international, sold, stayed stagnant, closed their doors, and even a few who grew and shrank over and over again.  Undoubtedly, it was clear to me, and others in the industry, why some were successful and others weren’t.  Hence, it all had to do with where they were on the IT maturity scale.

Let’s take a look at the Gartner Self-assessment Tool:

• Level 1 Awareness – At this stage, the company is reactive and fighting fires all day long.  They have no defined processes or technology tools to help them provide consistent service.
• Level 2 Committed – The MSP starts to invest in industry best practices and initiate formal processes.  They start to invest in a robust ticketing system, network monitoring tools, and asset tracking.
• Level 3 Proactive – It is not enough to have the technology tools, the MSP must also program them for continuous improvement.  For example, use the ticketing system to measure key performance indicators and implement processes to overcome areas of weakness such as preventive maintenance.  In addition, there is a focus on hiring the right engineering talent that can follow processes, communicate well, and has great problem-solving abilities.
• Level 4 Service-Aligned – At this level, the MSP is a trusted business advisor.  As such, they have all their people, technology, and processes in place.  As a result, they are have improved customer support, talent utilization, and decision-making capabilities.
• Level 5 Business Partner – Finally, the MSP is at a stage where they are forward-thinking and they are discovering new ways to help their clients meet their goals through technology.

As you can see, the more mature the organization is, the better the service you will receive.  Therefore, it is imperative to understand what stage the provider is at in the IT maturity model.

Why Do So Many IT Support Companies Fail

Unfortunately, it is not enough to have bright engineers.  After all, starting an IT support company is expensive, and it takes years before they make a profit. The engineers know the right concepts, but without the tools, they can’t measure up. So, when an engineer starts their own business, they try to get by on a shoestring budget believing they are so smart that their clients will put up with it. They find the cheapest tools to manage, monitor and support their clients. However, in the end, the client gets cheap results. So, if you are wondering why your service levels are not consistent, this is likely one of the root causes!

INSI Has Invested in a Strong IT Maturity Model

INSI has invested in technology tools, processes, and people to deliver a higher quality of service.  In fact, our main measurement of quality is client satisfaction.  In addition, we used a tiered approach to deliver customized programs while decreasing 80% of the IT support costs.  To find out more, click here or call us at 770-387-2424.

Click here to see a webinar on What a Mature IT Organization Looks Like and watch at your own convenience.

Do You Want To Learn More About IT Processes?

This information is part of what is covered in my book, IT Outsourcing Secrets.  If you would like to know more about this topic and how it affects you, visit Amazon or Barnes & Noble for a copy of the book IT Outsourcing Secrets – A Small Business Guide to Comparing IT Support Companies.

What is the Best Quality in an IT Support Engineer?

Survey Says: Ability to Follow Processes

Let’s face it, you can have the most talented engineer in the world, but if he doesn’t follow processes, he is a liability to your organization.  Consequently, processes help the entire staff with everyday routines without making them stop and think of every mundane task each step of the way. Most importantly, processes allow the engineer to free up their mind and concentrate on the task at hand by providing a program for repeated activities.

Consistency is Key to Quality Service Delivery

Processes are the only way to create consistency of service. Yet, for the processes to work, they must be specific to the service delivery and adhered to by the engineers. When either of these fails, you receive poor service. However, a mature IT organization invests time and tools to ensure the processes help with continuous improvement and premium service.

Processes Create Efficiencies

Processes create efficiencies, and great service companies are efficiency experts.  Processes are the cornerstone for efficient and excellent service.  Subsequently, a successful business process will cut across the whole organization – not just the individual department. Even sales, accounting, and HR need to be part of the solution. A good example of a failed process is when a salesperson tells the client one thing and the delivery is much different.

Learn from My Experiences

I learned first-hand the importance of the following process very early in my IT support sales career.  For example, I had a client once who understood our escalation policy very well. Why? Because this was one of my selling points. First, I would share that the engineer had 15 minutes to define the problem and map out a solution. Second, if they could not do this, they were required to escalate the issue to a more senior engineer. Of course, the original engineer would still own the ticket, but the second engineer would fix the problem as they watched. This served three purposes:

1. The client didn’t have to re-explain the ticket over and over again as it changed hands from one engineer to another.
2. It sped up time to resolution for the client.
3. The engineer increased his/her knowledge base.

That sounds great, right? It was – right up to the point that the engineer did not follow the process.

Fact: Engineers Hate Asking for Directions

Let’s face it, engineers are notorious for wanting to solve problems on their own – no matter how long it takes. So, when Mike was at the client site for four hours without a plan of action for a single desktop issue, I heard about it from the client. Mike didn’t realize it was not about him. Because of his unwillingness to let go of the issue, an important executive was without the use of her computer for four hours!

Engineers Who Do Not Follow Processes Cost the Company Money

You will often hear me say that billable time is king in the IT support industry.  In this case, there appeared to be no end in sight as Mike tinkered around for a solution.  As a result, our company was losing money.  After all, Mike could have resolved multiple issues for our clients during the time he took to solve this one issue.  Therefore, the cost of that one ticket to us was the engineering salary + the potential billable time = $580 loss. Unfortunately, I have no idea what the financial impact was on the client.

How Do You Know if Your IT Support Company is Following Defined Processes?

The following are strong indications your IT Support Company is weak on process follow-through.

• Repeat questions
• Engineers learning on your time
• Repeat issues
• Long resolution times
• Long response times
• Bad communication
• Poor management
• Competing priorities with your own Internal IT Department
• Poor Engineering Attitudes

INSI Values Processes

At INSI, we know that processes form the framework to improve operational efficiencies and deliver premier service. Below are a few examples of some of our process and the benefits to our clients:

• Always Do What is Best for the Client – Nothing is more important than this.
• Assign the Ticket to the Correct Engineer – We have a tiered structure that forces tickets to be assigned to the correct skill level.
• One Engineer Owns the Ticket – It is important for one person to own the ticket and involve others to help him/her as needed. This will speed up the time to resolution for you.
• Escalation Process – Our escalation process has a mentoring aspect to it which speeds up your resolution and helps our engineer expand his/her knowledge base.
• Quarterly Preventive Maintenance – A process that allows us to catch issues before they become a real problem for you.
• Monitoring Response – Alarm response protocols are defined at the kickoff meeting and strictly followed.
• On-boarding New Clients – Documentation, asset tagging, client handbook, introductions, etc.
• Time-Slip Lag – Our engineers document the problem and resolution while it is still fresh in their minds. As a result, engineers can access the knowledge base for solutions if/when they come across the same issue again.
• On-Going Documentation – Fresh documentation helps us make informed decisions and recommendations to your company.

In conclusion, processes make the difference between a successful client relationship and a failed one.  If you are having inconsistent service, this may be the culprit and it is time to contact INSI!

Do You Want To Learn More About IT Processes?

If you would like to know more about this topic and how it affects you, visit Amazon or Barnes & Noble for a copy of the book IT Outsourcing Secrets – A Small Business Guide to Comparing IT Support Companies.

The Third Most Important Characteristic of a Great IT Support Engineer

Survey Says: Great IT Problem-Solving Skills

In the last two posts, we talked about how the ability of the engineer to follow processes and communicate effectively is vitally important to service delivery.  However, even then we still don’t have the makeup of a GREAT engineer.  The final characteristic of a GREAT engineer is…… IT problem-solving skills.

Problem-solving is the art of critical and creative thinking, self-directed learning, teamwork, and communication. An engineer who has this skill set instinctively knows how to handle technical problems.

Catch-All Approach 

Unfortunately, an engineer can’t be expected to excel at all levels.  Yet, most MSPs use a catch-all approach in their Network Operations Center (NOC).  In this scenario, they throw their engineers into a NOC where they take the ticket that is next in the queue.  If the engineer does not know how to resolve the issue, they hand it off to someone else.  Consequently, they also hand off the opportunity to learn how to fix it.

On the other hand, most of the engineers in the queue are overqualified to handle the ticket.  Why?  Because 80% of the tickets that come into the queue are entry-level.  It’s a catch-all strategy that doesn’t benefit the client, the MSP, or the engineer.

Experienced Engineers Get Bored Under the Catch-All Approach

Unquestionably, engineers get bored easily, and if they are not challenged, they lose their momentum and become stagnant. Nevertheless, they can be on a fast track to learn something new all the time or on the slow track and take Tier-1 calls. The difference in salary and technical skills is drastic five years down the road and they know this.

Therefore, for the sake of all, no one should ask a Tier-3 engineer to spend the majority of their time on Tier-1 level issues, or vice versa. They are either wasting the engineer’s talents (and charging you too much for simple problems), or you are paying the cost for someone to work on advanced issues who do not have the experience or capability to handle it – thus, resulting in extreme downtime.

The Catch-All Cost The Client Money

Due to the way they are structured, most MSPs look to hire engineers with experience.  Conversely, this doesn’t make sense considering that 80% of the tickets are entry-level tickets. Clearly, 80% are password changes, printer connection issues, display issues, updates, viruses, etc. that can be resolved within 15 minutes!  In fact, most entry-level tickets can be script-based.  Not surprisingly, enterprise companies have long taken advantage of helpdesk companies who are priced at Tier 1 & 2 rates.

In addition, experienced engineers are much more costly once you consider how competitive the market is with such a low unemployment rate.  Likewise, it is much more difficult to scale if the MSP is hiring only experienced personnel that everyone is fighting over.

Knowing this, how much do you think the MSP has to charge to make a profit? The truth is, most MSPs charge $150 per hour or higher.  Subsequently, that is the true math behind the unlimited, price per seat and price per device plans.  (Reference IT Outsourcing Secrets Chapter 2: The Math Behind It All.)

Therefore, it only makes sense for both the client and the engineers to hire 80% of the engineering staff at entry-level and promote within.  It scales better, it meets the engineer’s needs, and most importantly, it meets the client’s needs.

INSI’s Tiered-Based Approach is the Solution for Engineers and Clients

In contrast, INSI believes an engineer should be proficient at the tier level in which they were hired. What does this mean? A tier-1 engineer must be good at simple tasks, such as password changes, printer issues, etc. They resolve 60% of the end-user issues.

A tier-2 engineer must be proficient at troubleshooting more advanced desktop issues. They resolve 20% of the end-user issues.

The tier-3 team takes care of issues where multiple end-users are affected.  Additional tasks include highly advanced issues, projects, or network architecture planning. Therefore, a tier-3 engineer who was hired for server work must be very skilled at that particular task.

Our approach allows for a much clearer career path.  In addition, our engineers do not get bored nor are they under-qualified.  Therefore, our senior engineers who only focus on senior-level issues will be much more proficient than an engineer who works in the catch-all environment and spends 80% of their time on entry-level issues.  Also, our tier 1 & 2 engineers will not be assigned tickets that are way above their pay-grade.  Both speed up the time to resolution for the client.

Call INSI if You Want Problem Solving Engineers Working in Your Environment

INSI’s unique Customized IT™ Program is a tiered based approach that is ideal for both the client and the engineer.  Call us today to find out more about our programs.

Do You Want To Learn More About The Importance of Problem-Solving Skills?

If you would like to know more about this topic and how it affects you, visit Amazon or Barnes & Noble for a copy of the book IT Outsourcing Secrets – A Small Business Guide to Comparing IT Support Companies.

What Is the Second Most Important Characteristic of an IT Support Engineer?

Survey Says IT Communication Skills!

In our last post, we talked about how the ability of the engineer to follow processes is the most important characteristic.  However, the ability to follow processes on its own is not a winning formula.  There are three ingredients and the second one is IT communication skills.

However, when you look at job descriptions for engineers, they read like a technical manual. For instance, there is a string of technical competencies they must master. In fact, for most MSPs, it is even greater because they expect the engineers to master all levels – not just the one they are being hired for.

Typical End-User Experience with Bad Engineers

As an end-user, I am sure you have received help from several desktop engineers in work and personal life. Certainly, there is one that stands out over time – either because he was so good, or because he was really bad.

For example, the good one probably listened to your issue, walked through a solution, fixed the problem, and went on their way. In contrast, the bad one was probably condescending, had a thick accent, or talked techy jargon over your head, and left you feeling lost as to what just happened.

The Importance of Great IT Communication Skills

Unquestionably, being technically astute is an important quality, but I would much rather get someone good with technology and give them the resources to be great than to hire someone who is going to chase away my clients.

Any network operations manager knows that knowledge can only be used on machines – not people.  They know great engineers should be able to communicate through stressful situations, have empathy, exercise patience, show confidence in their work, and be technically astute.

Unfortunately, this is a hard combination to find.  Especially when you consider the low unemployment rate in this industry.  But, the technical knowledge without good IT communication skills ends up costing the MSP money.  Therefore, the smart MSP’s guard against this.

Techy Talk Masterminds – Or So They Think!

Unfortunately, it is very common with small MSPs to talk the techy talk rather than communicate the solutions in layman’s terms. While their techy knowledge is quite impressive at first, it becomes old quickly.

Without a doubt, I can’t tell you the countless times a prospect told me that their IT guy showed up, went into the server room closet, stayed in there for five hours, and gave them a whopping bill. When they asked him what he did, he spoke circles around them with techy jargon.

At the end of the day, they had no idea what they paid for or why it was necessary. They felt bullied and lost. I am here to tell you, that is not the way IT support is supposed to work. After all, the most important word in IT support is “support.”  All of which require great IT communication skills!

INSI Makes IT Communication Simple

At INSI, we believe the client should understand the work we did and the options they have.  For this reason, we have Customer Service Managers (CSM) who serve as the single point of contact for their clients.  Each CSM is a seasoned engineer who has great communication skills.  Likewise, they will get to know your company, employees, and IT needs very well.

Also, each CSM committed to the security and reliability of your network.  As such, they make recommendations with security and reliability in mind.  Best of all, your CSM is responsible for directing and coordinating all the activities on your account.  Most importantly, they are measured on your client satisfaction.  This results in clear communication between INSI and the client.

Avoid the Techy Jargon – Call INSI Today for All Your IT Support Needs!

Do You Want To Learn More About the Importance of IT Communication Skills?

If you would like to know more about this topic and how it affects you, visit Amazon or Barnes & Noble for a copy of the book IT Outsourcing Secrets – A Small Business Guide to Comparing IT Support Companies.

What is IT Monitoring? 

Monitoring is a tool that allows the provider to set up alerts, patch, report, automate, program custom scripting, catch issues early on, and prevent future issues.

There are two types of monitoring: network and desktop.  Both are equally important to the health and safety of your IT environment. They also both protect expensive assets that should not be taken for granted.

First Line of Defense for Your IT Assets

Let’s face it, computer systems are not cheap, and you need to keep them healthy if you want a return on your investment (ROI). After all, it is a known fact that unresolved issues, like missed updates or patches, can escalate into much bigger problems, such as viruses or leaving a door open to hackers.

Network Monitoring

As previously mentioned, Network monitoring tools alert, audit, patch, report, automate, allow custom scripting, catch issues early on, and prevent future issues.  Interestingly, only quality MSPs have access to robust monitoring systems called Remote Monitoring and Management System (RMM).  Moreover, RMMs monitor servers, routers, and firewalls 24 hours a day.

Benefits of Remote Monitoring & Management Systems:

Most importantly, RMM enables the MSP to oversee the network infrastructure for any failures to ensure maximum uptime. For instance, the network engineer can set up the thresholds to notify him/her of any issues.

However, there are many other benefits to using an RMM, including:

1. Monitor operating system event logs
2. Program to automatically apply fixes
3. Provide system failure alerts to the network operations center (NOC) for immediate response
4. Scan the network for any areas of weakness
5. Allows security IP monitoring over the telephone network
6. Notify the NOC of assets that require maintenance or replacement
7. Automate Windows updates and patches to secure your network
8. Create custom scripts across multiple devices during large deployments
9. Schedule reboots to keep the systems updates
10. Monitor configurations of Microsoft application to keep the system healthy
11. Prevents malicious attacks through antivirus updates
12. Manage the backup and disaster recovery to ensure recovery in the event of a disaster

What Does Desktop Monitoring Software Do?

Desktop monitoring allows the MSP to protect against common hardware issues, prolong the computer life cycle, and improve your ROI. Since 80% of your IT issues are desktop-related, it is absolutely necessary to protect your network environment.

In addition, desktop monitoring is part of the RMM that helps MSPs remotely monitor their client’s networks, computers, and endpoints.  Furthermore, this software allows for checkups on the CPU, memory, hard-drives, utilization, and among many other things, it detects issues early on.

Monitoring is Not a Full Security Program

As you can see, monitoring provides essential ingredients to protect your network.  However, it is not a security program and it does not protect against all security threats.  Therefore, if you would like 24/7 security monitoring, log management, and response, you will need a Managed Security program.  This service has cyber-security specialists monitor your network 24/7/365 and will alert you when there is a threat.  In addition, they advise you on how to resolve it quickly.

Make Sure Monitoring is Part of Your IT Support Package

You may ask yourself why an IT support provider would not provide network or desktop monitoring software to their clients.  Clearly, it all boils down to time and money.  Consequently, RMM software is expensive to license and maintain.  It can take several years before an IT support company is profitable.  Therefore, smaller companies may skip on this until they are prosperous.  As a result, you should make sure this service is part of your IT support agreement.  In fact, you should demand it.

Don’t Be Fooled

It also must be noted, that I have also seen several providers charge extraordinary amounts for desktop monitoring.  In one particular case, they charged $42 per month more on their premier package, in which desktop monitoring was the primary difference from the base package.  Of course, they had several other things lumped into the package to make it seem like there was a major difference, but there really wasn’t.  However, you should know the average monthly cost is typically around $3 per computer.  So, don’t be fooled.

INSI’s Goal is to Protect Our Clients

INSI uses a robust remote management monitoring tool called ConnectWise Automate that ties into our ticketing system.  Formerly known as LabTech, Automate is a leading global RMM provider for IT service providers.  Undoubtedly, Automate helps us significantly improve our operational productivity and efficiency by leveraging the power of IT automation.  In addition, it serves as the first line of defense against security threats for our clients.

Contact us today, if you would like to know more about INSI IT Support service.

Do You Want To Learn More About IT Monitoring?

If you would like to know more about this topic and how it affects you, visit Amazon or Barnes & Noble for a copy of the book IT Outsourcing Secrets – A Small Business Guide to Comparing IT Support Companies.