Check out our Dashboard of the Month, from Serge Paquin at Skycomp Solutions Inc. Serge's unique Dashboard bundles some of ConnectSMART's go-to gadgets: Offline Servers Offline Locations Average CPU % Driver Smart Error Do you have an excellent Dashboard? We'd…
This week, we're focusing on the important gadget: Tickets Past Due This gadget shows all tickets in which a scheduled resource is assigned to a ticket, but missing a start or end date. It also shows tickets which are missing…
Dashboards are increasingly becoming a tool for tactical and operational levels within the organization.
Here at ConnectSMART, we’ve never seen two enterprises with identical dashboard designs – which isn’t a bad thing. Dashboards should be tailored to your organization’s identity, the way your employees work, and even hobbies. For example, we have a few cigar aficionados on our team, which is evident from their dashboards. Some clients like the black background, while others prefer the white background. But all the dashboards share a few things in common that we consider best practices.
In our final post of this series, we discuss the importance of Exception Management with actual stories of it in action.
The key principle behind ConnectSMART’s methodology is not just having visibility to important metrics but managing exceptions as they occur. An exception is a crack in your path to success where things get lost – including profitability! An easy example of an exception would be tickets not responded. Any ticket that hasn’t been responded to can be an indicator of a future problem if not managed correctly and can end up negatively affecting your average response time. Then, the domino effect begins.
Last week we discussed the importance of SLA compliance and how to accurately track. The post ended with a question – Does an automated email qualify as a response? We begin this weeks post with more on that question and finish with an example of SLA Compliance in action!
If Customer Satisfaction is the new currency for service providers, SLA compliance is the money manager that drives maximum return.
What are the top-performing MSPs doing differently that sets them apart from the rest? The secret lies in shifting strategies and technologies that drive business results.