To quote song lyrics from a ‘70s classic, don’t go changin’. 

Admittedly, it’s human nature to prefer things just the way they are. But in reality, change can be extremely positive, particularly if it’s well thought out with an end goal of improvement in circumstances, process or results.

As an IT service business professional, you know changes in your service delivery are a given to keep pace with evolving technology and client needs.  But where should you start? The most effective first step is to develop clear answers to some critical questions.

Do your service delivery processes mirror those of ITIL?

As the most widely accepted approach to IT service management, ITIL (Information Technology Infrastructure Library) offers practical, no-nonsense processes for identification, planning, delivery and support of IT services. In other words, there’s no need to reinvent the wheel. Become familiar with this valuable resource and apply it to your business.

Do you have a documented, automated process for onboarding and offboarding customers?

From initial site audit, to creating a personalized technology roadmap, to user and administrator training, the way you welcome new customers sets the tone for a relationship built on trust and accountability.

And don’t sell short the need for an offboarding process. It’s much more than simply service turn down. Develop steps to help your client exit smoothly; you never know when they might return.

Do you have workflow automation in place to assist in managing service delivery?

Workflow automation can manage service tickets and produce a series of actions that result in resource dispatching, all with a minimum of error and a high level of efficiency.

What is your quality assurance (QA) process?

To identify, investigate and recommend a solution for a quality issue, consistent steps must be taken, beginning with opening a service ticket. A successful QA process includes retesting the same issue and logging findings into an audit register.

Do you have a knowledge base?

Time is wasted whenever information has to be “rediscovered”. Efficiency is improved when there’s a process for documenting and providing knowledge to all areas of service delivery.

Are you familiar with your service level agreements? Do you measure them?

SLA parameters, including severity/urgency, impact and priority, can affect the way resources are scheduled and dispatched. Guidelines should be determined for effectively setting and periodically reviewing those parameters.

Other considerations for making a change to your service delivery process include:

Do you know your resource capacity and projected needs?

How do your customers interact with your service delivery teams?

How do you measure the performance of your service delivery?

It’s doubtful change will ever come without its share of growing pains. But with proper planning, the right tools, and a clear vision, it can become an exciting and rewarding aspect of your business.

Interested in how ConnectWise can help your business, view our interactive demo.



Craig Fulton

Craig Fulton

Craig’s IT career began in 1995, with a letter from the U.S. Marines declaring that his specialty would be ‘Small Computer Systems.’ He achieved certifications in Lotus, Novell, Microsoft, and Cisco. After the Marines, he...

View Full Profile | Craig Fulton's LinkedIn

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>