An IT MSP can provide technology support for production, HR and Staffing, marketing and sales, and maintenance. While MSP often provide offer vendor specific services, there is an increasing demand for expertise in vendor-neutral services.
By improving the client’s processes around IT, MSPs can:
Provide comprehensive services for the business, user, and customer
Improve execution and delivery
Provide meaningful performance indicators
Understand and justify the cost of service quality
Decrease mistakes and rework
Better manage resources
Eliminate redundant work
Apply lessons learned from previous experiences
1. Show Value As A Strategic Business Partner
While clients expect MSPs to meet agreed to service levels, MSPs who adopt ITIL have the foundation to exceed expectations. For example, a service request for a new laptop may have an agreed to SLA of five business days. A MSP following ITIL request management best practices would deliver the laptop within five days and would have also captured the laptop configuration and warranty as an asset, and then send a survey to the laptop user for feedback on satisfaction with the request process, delivery and laptop. Being able to consistently deliver services efficiently with high customer satisfaction allows clients to be more productive and highly productive workforce is a strategic advantage.
2. Create And Manage A Better Customer Experience
Good MSPs strive to provide great customer service using ITIL. Designing IT processes with the customer (end user) experience in mind is an integral part of the implementation. ITIL not only minimizes inefficiencies due to recreating the wheel but also ensures that the processes will be used versus circumvented.
3. Run More Efficiently And Effectively
Like all other quality management standards, one of the core elements of ITIL is continual improvement. Customer feedback, corrective/preventative action, and quality audits provide rich data on how to improve. Continual improvement will lean out inefficient processes. IT service management tools help to enable consistent process, execution, data quality and continuous improvement.
4. Clients Won’t Outgrow You
Many businesses realize that IT is not a core competency that their organization should focus on. That is primary factor in their decisions to outsource their IT to a MSP. However if the MSP has not effectively invested in providing a comprehensive catalog of ITIL services, then they run a significant risk of not having needed capabilities for their clients as they grow . Adopting ITIL equips a MSP to be a long term partner because their support can scale to the client’s needs.
5. Market To Larger Companies
Larger companies have higher expectations of the MSPs. They select MSPs that can make them better, faster, and cheaper. That means the MSP must have systems and processes in place that can meet demanding customer needs. The ITIL provides the framework for establishing the right systems, processes and best practices.
Effectively implementing ITIL can be a game changer for MSPs. ITIL processes are critical which will help improve productivity without increasing the resources. When combined with other IT frameworks such as COBIT for governance, a MSP can become a valued long term strategic partner for clients.
SMART Service Desk
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602-235-0975
info@smartservicedesk.com
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