Posts Tagged mspu review

MSPU Our Simplify Your Pathway to the Cloud Webcast Begins In Less Than 2 Hours…

A quick reminder that our special Webcast on how to Simplify Your Pathway to the Cloud today begins in less than 2 hours – I know that you will receive value from attending it. I thought I’d provide you a glimpse of what we’ll be covering, so that you can be prepared with any questions you might have.

All attendees will be entered into a drawing for a new iPad during this special Webcast!

Today, Tuesday, October 30th, 2012,at 9am PDT/12pm EDT

Click Here to Register Now!

According to Gartner, As aspects of the cloud move into mainstream adoption, each technology needs to be looked at separately. There will be misunderstanding and confusion specific to each aspect of the cloud, not just to the overall term.”

Join me for a discussion on the real Cloud opportunity that will help you define a clear, profitable model for your Cloud Services Practice.

During our Webcast, you’ll learn how to:

  • Identify Cloud opportunities and the key services you should be offering today
  • Profitably offer your Cloud services on a flexible, subscription basis to increase recurring revenue
  • Standardize your Cloud services catalog on a single vendor to simplify billing, training and support
  • Introduce and position trialware to prospects and clients and easily convert them to paid subscribers
  • Simplify management of your Cloud deployments through a single console

We strongly encourage you to join us today, Tuesday, October 30th, 2012,at 9am PDT/12pm EDT, as we dive deep with our special guest Dave Elliott from Symantec to participate in this important discussion about the Cloud, and answer all of your questions to help you design a roadmap to build a new, or strengthen your existing Cloud Services Practice.

MSPU IT Business Improvement and Transformation Boot Camp

Click for information on our Final IT Business Improvement and Transformation Boot Camps of 2012!

For more IT and Managed Services Training visit MSP University at http://www.mspu.us.

Posted in: Cloud, State of the Industry Webinars

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MSPU The Service Dispatch Process Review

The Service Dispatcher participates in the service provider’s incident management and resolution processes, and schedules and assigns resources to deliver all client services, whether they are remote or onsite support or services conducted at the provider’s location or elsewhere, such as a datacenter.

The Service Dispatcher is also included in the provider’s escalation process and alerted by their PSA or ticketing solution should service requests risk missing SLA. Service Dispatchers utilize the provider’s chosen software management tools, processes and procedures to manage dispatch functions during technical service delivery.

Watch Erick Simpson Review The Function of the Service Dispatcher at MSPU Boot Camp

Service Dispatch Duties

The Service Dispatcher conducts very specific duties and activities to insure all service requests are properly identified, prioritized and assigned to the appropriate resources or queues for incident management and is responsible for maintaining SLAs. In addition, the Service Dispatcher coordinates with all onsite resources and clients in the disposition of their scheduling and communications activities.

Managing Technical Resources

The Service Dispatcher is responsible for the following resource management activities:

  • Coordinating and managing the scheduling of all technical resources, including service desk, NOC and onsite or field service personnel
  • Insuring that all technical resources are effectively utilized to maximize efficiencies and productivity
  • Managing the workload among service delivery technical staff to insure appropriate and effective distribution and load-balancing of services to meet SLAs
  • Fulfilling the Single Point of Contact (SPOC) role for all service delivery technical staff for communication, status reporting and support, whether service is delivered via remote or onsite support or conducted at the provider’s location or elsewhere
  • Managing and maintaining consistent, regular communications with service delivery technical staff with special attention paid to onsite and field-dispatched resources to obtain status as it pertains to existing scheduled service completion time and its effect on follow-on onsite service appointments
  • Setting and re-setting client expectations regarding onsite and field-dispatched resource arrival time based on ongoing status updates from the field and rescheduling onsite service with clients as needed based upon priority and resource availability

Incident Management

The Service Dispatcher is responsible for the following incident management activities:

  • Identifying new service requests
  • Contacting requestors for lacking, needed information in order to properly log/document requests
  • Classifying new service requests based on device, application or service issue and degradation level along with impact
  • Prioritizing new service requests based upon SLA
  • Assigning new service requests to appropriate queues or individual resources
  • Re-assigning and/or re-prioritizing service requests to other queues or individual resources to meet SLAs
  • Insuring technical service staff maintain consistent incident management activity logging/documenting in PSA/trouble ticketing solution and delivering timely status updates and communication with affected parties
  • Collating data and information to provide performance reporting on service delivery resource utilization, incident management performance, scheduling, adherence to SLA, client satisfaction and profitability

An effective Service Dispatch process will help ensure adherence to published SLAs, improve resource efficiencies, effectiveness and profitability and increase client satisfaction.

MSPU IT Business Improvement and Transformation Boot Camp

Click for information on our Final IT Business Improvement and Transformation Boot Camps of 2012!

Read ChannelPro’s Review of MSPU Boot Camps!

Read TechRepublic’s Review of MSPU Boot Camps!

For more IT and Managed Services Training visit MSP University at http://www.mspu.us.

Posted in: Boot Camps, MSPU Review, Secrets to improving an I.T. Services Practice, Service Delivery

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