Improve Incident and Problem Management of MSPs Storyboard

Author(s): Brijesh Kumar

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Incident and problem management are one of the core IT services within the service desk that Technology Service/MSPs provide to their clients, and play a critical role for MSPs in becoming trusted partners. Often, not enough attention and effort have been paid by MSPs to improve incident and problem management due to multiple challenges and obstacles. Unaddressed challenges may result in the loss of untapped opportunities for business growth, better customer experience, and more revenue with better profit margins.

To improve incident and problem management, MSPs must focus on three areas:

  • People
  • Processes/Workflows
  • Key Performance Indicators (KPIs)

Overall, this storyboard will help MSPs build improved incident and problem management that will be efficient, effective, and aligned with clients’ requirements.

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