Content curated by the team of Computer2000 and sourced by Jason Murphy | N-able
1. Is remote control your gold standard for customer interactions?
When I’ve travelled to see MSPs and speak to CIOs in person, one of the glaring errors I would see was technical staff answering phones and using expensive remote-control tools to log into end-users’ devices to address their technical problem. Every. Single. Time.
While I would agree that this method of customer interaction is needed and required, I certainly don’t believe it should be the “only” method for your technicians to resolve problems or interact with customers who require your services.
Here are some considerations:
- Self-service: Can your customers consume IT Services directly from you without human interaction? Can you onboard or offboard with little or no technical interaction? What is your PSA actually automating for your business?
- Have you outgrown your PSA and need to branch away into something like an ITSM tool (e.g., deeper IT and technical operations)?
- What is your PSA doing to help you in ticketing automation? Do you have any at all?
- What automation scripts are run when common off-the-shelf applications are requested?
- Is your L1/ServiceDesk Team able to run automation for your customers? In most cases, automation or scripting is heavily locked down to L1s or ServiceDesk, however in N-central or RMM you can allow them to run simple and effective automation policies without giving them full scripting access.
2. Monitoring: You can’t manage what you can’t measure
I’ve been a monitoring geek since my first monitoring tool in Big Brother. Monitoring today is as important as it was 20 years ago, maybe even more so, but the premise of it hasn’t changed. Quality of data metrics in monitoring allows you, as an MSP, to understand what is happening remotely. However, the most important part of monitoring is context. You need to ensure that what you are monitoring is important and it is actionable. If you don’t have the right monitoring, you most certainly will not have the correct management in service delivery.
3. Operational efficiencies
The focus on operation improvement can seem like an arduous and daunting effort but there are some key metrics I recommend MSPs really drill into in 2022 to ensure they are operating efficiently:
- MSP Hours per ticket—proactive and reactive
- Tickets per device
- Tickets remediated by automation
- Tickets with one-touch resolution
- Hours per ticket type
- Devices per technician
- Tickets—requests
- Tickets—system generated
- Tickets—proactive
Jason Murphy is the N-central Automation Nerd at N-able.
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Content curated by the team of COMPUTER 2000 on the basis of marketing materials provided by our partners/vendors.
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