Four factors drive responsive IT service for your business.
This article is for you if you’ve ever asked an MSP – ‘how responsive are you?’. We’re handling this popular question with a twist. Instead of coming from the sales team, it’s straight from the mouth of our Senior Director of Operations, Matt Galloway.
Matt has decades of MSP experience. He also has a very systematic and unbiased way of explaining how the functional structure of an organization can benefit its clients by advancing operational maturity, which reinforces responsiveness. Moreover, Matt is responsible when things don’t go well, so he’s fully vested in owning IT service delivery.
“Integris has a unique functional structure with four disciplines that allow us to focus on providing not only break-fix or technical migration services (like a typical managed services provider) but also high-level business consultation and advisement. This approach increases the efficiency and performance of your team, lowers risk, elevates your organizational maturity, and ultimately, increases your bottom line.” – Matt Galloway
His insights provide a behind-the-scenes glimpse into our “cross-functional” commitment to client success. Each section includes a summary of the related business benefits and deliverables.
#1 – vCIO Services to Drive Responsive IT
Your Integris vCIO drives IT strategy to help your business achieve its long-term goals.
Using NIST and other compliance frameworks, your vCIO:
- Analyzes gaps in your business
- Calculates risk and the impact of findings
- Provides a detailed road map for your budgeting and planning process
Integris vCIOs are frequently invited to high-level board meetings to bridge the gap between executive leadership and technology strategy.
Using various tools and assessments, our vCIOs benchmark your Operational Maturity Level and track it over time so you can see the long-term benefits of our unique approach.
vCIOs Improve Business Maturity
- Strategic Business Reviews
- Strategic IT Road Maps
- Budgeting Assistance
- Compliance Auditing
- IT Steering Committee Participation
- Long-Term Outlook
#2 – Managed Services Concierge Services to Orchestrate Responsive IT
Your Managed Services Concierge ensures you receive the highest quality service from Integris. Communication is key to successful engagement, and we are committed to addressing your account, services, or other non-technical questions.
The Managed Services Concierge works closely with all areas of your organization. They will refer active project-specific requests to the project manager, support concerns to the service delivery team, and new initiatives or business changes to your vCIO.
Managed Services Concierges Maintain Existing Relationships
- Non-Technical Requests
- Billing Questions
- Support Services Feedback
- On-Demand Report Requests
- Solicitation of Feedback
- Automated Reporting
- Monthly Client Check-ins
#3 – Project Services to Build Responsive IT
The Project Services team scopes, designs, architects, plans, manages and executes technology projects. These initiatives include infrastructure migrations, significant upgrades, and mass deployments.
Project Services addresses major MACD requests (Moves, Adds, Changes, and Deletes) primarily derived from the technology roadmap developed collaboratively with your vCIO.
Integris offers different options for payment for project services, including third-party financing and spread-pay. A successful organization requires periodic investment in its dependent technology. And we conduct timely maintenance so you avoid impairment to operations, reputational damage, and higher remediation costs.
Project Services Improve Your Technology Posture
- Project Scoping
- Solutions Architecture
- Maintain Technology Standards
- Lead Change Management
- Project Management
- Project Execution
#4 – Service Desk to Guarantee Responsive IT
Our Service Desk helps end-users who submit tickets via email, the website, the client support portal, or the phone.
They also maintain the existing operational state of the organization’s technology, so you get the most value from your investment.
When you call the Service Desk, you are connected directly with an engineer who will begin working on your issue or request immediately.
The Service Desk also responds to incidents created by automated monitoring platforms to potentially solve issues before they impact your organization.
Requests for significant Moves, Adds, Changes, or Deletes (MACD) will require the engagement of the vCIO, the Managed Services Concierge, or the Project Services Team.
Significant changes may require additional time for planning, R&D, solutions architecture, and product sourcing to deliver a complete solution.
The Service Desk Maintains Your Existing Environment
- End-user Technical Support
- Incident Management
- Alert Response
- Problem Management
- Technical Questions/Requests
- Minor Change Requests
Operational Maturity Reinforces Responsive IT
Companies with higher operational maturity levels grow faster, are more profitable, and are more attractive for sales generation, recruiting investment, or M&A activity.
They also utilize IT systems that are easier to support and, by default, more responsive to user demands.
Schedule a free consultation to learn more.