All of these tools are at varying levels of maturity, and I’m not here to tell you to use any one over another.īut about two years ago, a pair of my brain cells finally found time to have a few drinks and partner up, and I realized that what I struggle with in nearly every tool is the lack of rigor while defining the process. ![]() I’ve used and evaluated a countless number of tools, and they all seem to have their own philosophy of how the problem should be solved. ![]() I have spent a frankly absurd amount of time over the past several decades thinking about workflow and related computer systems. So, after doing an initial market research run (thank you to my initial panel!), now I'm throwing open the doors for more responses to help define what's in scope for the MVP, the roadmap for the remaining phases, etc. Feedback can be reviewed and added directly to the Customer SIP or the CSI plan where appropriate.Ĭomplaints - track complaints handling and add issues directly to the Customer SIP or CSI plan, where appropriate.ĭashboards and analytics - all modules will have various dashboards/reports, with various slice and dice views of data, eg: number of issues across critical, high, medium, low activities overdue (and by priority) activities allocated by resource activities due in next next 7/14/28/90 days, etc complaints outstanding complaints or activities with no updates in past 7/14/etc days. Service and Operational Maturity - enabling MSPs to rate and score their service and operational maturity.įeedback - collate feedback post-ticket or project, and at the end of every QBR/Service Delivery/Account meeting. Choice of whether to have SIPs in place for customers who are in crisis only, or for all customers (shows a dedication to the customer for getting the best value out of the relationship) and the ability to flag those in crisis for extra care. Service Improvement Planning - this will enable the MSP to have a SIP in place for one or even all customers, and those customers will be able to access their own SIP to view progress and updates. There is also the potential for this to be integrated with PSA tools for team members who do not have access to the platform. ![]() All that refinement led to a slight change in the initial scope and it's now looking like the platform will provide modules:Ĭontinual Service Improvement - to enable MSPs (could also be used by larger IT departments) to baseline their service and operational maturity identify, create and manage their CSI activities through to implementation and monitoring. In January I shared that I was planning to build a platform to assist with service improvement, and spent Q1 capturing, refining, and re-refining the requirements.
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