#IT Process

Delivering efficiency, security, and, most importantly, client satisfaction.

Here, we outline the ITS proven process, built around three core departments that serve as the foundation of a successful Managed Service Provider (MSP).

This process addresses flaws in the original design, where excessive ‘noise’ disrupted workflows. By introducing Alignment, Engineering, and Consulting departments, the company streamlined operations, minimized disruptions, and strengthened client partnerships.

Would you like further refinement or additional emphasis on any part.

IT Process

Three Core Departments

(any good MSP today)

Data Support

Issue Resolution, Friendly Tech, Quick Response

This is the team you contact for essential support with everyday IT issues, such as password resets, printer troubleshooting, software errors, and other routine concerns. Commonly known as the ‘helpdesk.’

Professional Services

​Deliver project to mitigate risk, improve alignment, & create ROI
Professional Services is the team responsible for managing projects such as server migrations, new desktop and laptop deployments, switch installations, and location moves. They oversee and coordinate the critical moving parts of your network.

Centralizer Services

Core Security,Backups, Patching, Monitoring, e.t.c.

Centralized Services is the group who are our silent heroes. This team handles a lot of the background work, such as firewall maintenance, backups, patches, and other tasks that keep your IT infrastructure running smoothly.

Introducing the Alignment Engineering Department
2017 to Current

In 2017, a member of the company’s board of directors introduced a new framework, establishing the Alignment Engineering department as a type of quality control group.

This department was tasked with executing 70 processes and procedures, all aligned with industry best practices, across the company’s entire client base—offered at no additional cost to the clients.

70 Processes Implemented in 2017 (now 400+)

After 18 months of hard work, the 70 processes and procedures based on NIST and Microsoft best practices had been implemented for all clients.

Enhanced Network Security

Robust firewalls, continuous monitoring, and advanced threat detection systems were implemented to safeguard client data and protect against cyber threats.

30-50% Noise Reduction

An unexpected outcome was a 30-50% reduction in 'noise' across the entire client base.

Increased Productivity

This improvement led to enhanced productivity for both the clients and the company internally.

Consulting / Virtual Chief Information Officer (vCIO) Services

Soon after the Alignment Engineering department was introduced, another group was added to the process as part of the partnering efforts. The Consulting / Chief Information Officer services works hand in hand with the Alignment Engineering Department to coordinate Strategic Business Reviews (SBRs) with each client every 4 to 6 months, based on the client’s size and complexity.

Partnership

The SBRs foster a partnership between the company and its clients.

Ongoing Agenda

The SBRs have an ongoing agenda that addresses improvements in service, stability, and security.

Transparency

The SBRs enable clients to know what they don't know about their IT environment.

Forecasting

The SBRs allow clients to forecast IT expenditures for the next several quarters.

The Benefits of the ITS Proven Process

Streamlined Workflows

The introduction of the Alignment Engineering department and the implementation of processes and procedures streamlined workflows across the company, reducing the disruptive “noise” and allowing each department to focus on their core responsibilities.

Increased Productivity

With reduced noise and streamlined workflows, both the company and its clients experienced increased productivity, enabling them to focus on more important tasks and initiatives.

Client Partnerships

The Strategic Business Reviews (SBRs) fostered a partnership between the company and its clients, promoting transparency, forecasting, and a collaborative approach to improving service, stability, and security.

Continuous Improvement

With reduced noise and streamlined workflows, both the company and its clients experienced increased productivity, enabling them to focus on more important tasks and initiatives.

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