An article I wrote for the GFI MAX I.Q. blog in June of 2014
Service Level Agreements can be a serious subject for many MSP’s. While SLA’s are common in medium sized businesses and enterprise environments, they are not so common with smaller customers. This doesn’t mean you should ignore SLA’s if your client base is smaller. Whether you provide formal SLA’s or you just want to make sure you are delivering a level of service that meets your standards, monitoring Key Performance Indicators (KPI’s) for service delivery is critical to maintaining customer satisfaction.
In my past experience as an MSP it was not uncommon for us to get a phone call that a customer’s PC was down and when we got into diagnosing it we found that the machine had “blue screened” many times in the days, sometimes months, before the customer called. So the question is how do we, as service providers, find out about these events when they happen instead of waiting for a total failure?
An article I wrote for the GFI MAX I.Q. blog in May of 2014
Any business that delivers a product or service must keep track of their inventory in order to be profitable. For the managed service provider this can be difficult because their primary inventory resource is technician time.
Yes this is the default title of a brand new blog post for a brand new WordPress site but I thought it was also appropriate for a techy kinda guy. For those of you who don’t get it…
