The ITS Way
Is your IT company struggling to deal with the “noise”? You notice an increase in requests and tickets that bog down your IT company’s reactive support team. This results in unfinished work piling up as the team continuously pulls resources from other departments, trying to stay on top of the growing backlog. As a result, no new projects are being implemented, and all your operations begin slowing down – eventually, breaking down.
That is what we call the "Reactive Spiral of Death," and it's a difficult cycle to break.
That was the cycle we found ourselves in with the standard Managed Service Provider (MSP) model that we used to employ for our teams. Then in 2017, one of our board members proposed and adopted a new archetype that created two new departments, helping pave the way for the ITS proven process.
With it, we are able to dramatically reduce IT tickets per endpoint, as well as work through existing tickets more efficiently. That meant increased productivity for our clients and our teams. We could then complete the tasks productively and focus on more strategic initiatives like how to leverage your technology optimally helping move your company forward.