By: Dan Tomaszewski
Do you ever look at your support requests and think that a monkey could do this work? Well, not your average monkey, but one that has some technical ability, of course. The use of technical talent is required to fulfill client’s simple, do it in your sleep, type of requests. However, this can often keep your team from being able to dedicate time on those mind-boggling issues.
We often get trapped in the get it done, and then move on mindset. We are simply putting out fires and get lost in the busy world, never looking at how we can be proactive. Questioning this methodology results in answers like we’re just too busy to look at being anything but reactionary. If not now, then when?
It’s important to take a step back and look at ways to automate common issues. Two critical questions should be asked when looking at support requests. First, are these one off or do they have a recurring theme. Second, is there a way we can automate this from either never happening again or each time it occurs. It doesn’t have to be done in one big bite. Do a little at a time. Depending on the size of your staff, you could set a goal of automating one issue or process per week. Over a period of three, six, and twelve months you will be amazed on how much can change.
How you automate can vary greatly depending on the issue or process. One of the best ways to automate is the use of scripting features built into your remote monitoring and management (RMM) software. Often there are pre-built scripts, or within their community users will share scripts that they have built. These scripts can be run on-demand or set to run when a monitoring alert detects an issue. You can also automate through other methods like Group Policy Objects.
The end goal is to be more efficient in delivering service to your clients. It will help you do more with less. Most importantly, it will allow your team to not feel like monkeys and be able to use their technical talent for requests that will challenge them.
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