Basic elements for providing managed services
I’m talking about the basic elements of a managed services offering.
It consists in a platform that can remotely monitor and manage the customer’s infrastructure, a NOC where the customer’s delivery staff will reside, and a set of documented processes to provide services to the customer. And a documented set of processes to implement management after the second day of the customer’s contract.
How to review the basic elements of providing managed services.
In this section, we will focus on what is critical to the success of the managed services you provide. Typically, the first point of contact with a customer is the help desk or level 1support.
This team usually deals with the customer’s help desk or key support personnel and actual end users. We believe this is the difference between Level 1 Support and Help Desk, since they are not the actual end users, but your help desk or critical support contact.
There should be very few calls coming into the NOC.
More than 90-95% of the tickets opened by Managed Services Support should be generated by the platform. Level 1 support will receive the ticket and begin the resolution process.
In the process, they communicate with the customer. Once the ticket is opened, there are several types of activities that Level 1 will perform.
For one, many tickets are opened with a WAN transport provider/hardware/software maintenance vendor and then followed up and tracked to resolution. And they should be clearly documented by the platform.
The second factor of activity that Level 1 must address is
MACD requests from customers. In the process of making changes to the customer’s information, the customer contacts the Be sure to contact the customer by actual phone call, not by portal site/email.
And the process to make the change happen should be highly automated. The platform should have clearly documented permissions for each service for each customer. When a ticket is generated, The platform should not provide support that the customer has not signed up for. And the third driver of Level 1 activities is to resolve ticket issues that do not require technical investigation by Level 2 or 3. For the fourth driver is to notify the customer that the ticket is complete.
This also involves informing the customer that it will take some time to resolve the ticket. Any tickets that cannot be resolved at level one will be transferred to Level 2 support. The types of tickets to be resolved by Level 1, Level 2, and Level 3 must be documented in detail and understood by the customer.
It is also a good idea to document the percentage of tickets that are expected to be resolved by Levels 1, 2, and 3.Typically, 70% of Level 1, 20% of Level 2, and 10% of Level 3 tickets are resolved.