So what does it take to better manage your service team? Here are three tips you can deploy to enjoy an effective service management team day after day:
1. Establish a standard ticket process.
Standardization frequently plays an important role in service management.
And with the right ticket process in place, you can scale your service management to ensure your service team can meet all of your customers' needs consistently.
"Service providers can't afford to have a different service model for each customer. It is only by standardizing on repeatable processes that MSPs can scale," IT management software company CA Technologies (CA) wrote in a white paper.
CA Technologies also recommends a "manufacturing-style approach" to service delivery and support.
With this approach, you can establish a practice-based ticket process for your service team, CA Technologies pointed out, rather than design and deploy a ticket process from the ground up for each customer.
"Growing MSPs need to move to more of a manufacturing style approach to service delivery and support, leveraging such 'reusable parts' as a formally defined service catalog, repeatable, well-defined processes and more," CA Technologies pointed out. "When service providers establish best practice-based processes – rather than building services from the ground up for each customer – they gain a range of significant advantages."