Too Many IT Tickets? Cut The Numbers With MSP Training

A daily overflow of IT tickets makes running an MSP a frustrating effort. Instead of having time to work on the business, your most valuable employees are focused on responding to low-value IT issues under tight time constraints.

But, what if you were to discover that top managed service providers spend far less time responding to tickets than average MSPs (and that they see higher profitability, too)?

The right IT process helps you build a proactive business model – one that improves clients’ IT experiences while easing your burden of excessive tickets.

If having fewer IT tickets sounds promising but you don’t know how to get there, read on to start learning about assessing your current IT process and giving your profitability the boost it needs.

What’s Happening To Your Inventory Of Time?

Because your business has a limited number of employees, you only have so much time to respond to IT tickets and implement improvements in your organization. Consider this your “inventory” of time.

As your team completes tasks that have been promised to your clients, your inventory is depleted. When too many hours are spent on reactive tasks, you are left with little time to proactively change the way you do business.

You have to identify your reactive hours per endpoint per month (RHEM) and decrease this number to make your business more efficient. You may be spending too much time on reactive services like:

How To Assess Your Current Reactive Hours

How much time are you spending on reactive support each month? Think about how many hours are already allocated to the kinds of tasks discussed above.

Calculate your RHEM, or the number of reactive hours per endpoint that your technical employees spend each month. This involves measuring the amount of reactive tickets created and the amount of time spent on them. Then, compare your findings against the following chart:

Examples Of MSPs With 1,000 Endpoints Under Management


This chart demonstrates the RHEM potential of MSPs (A through D) with 1,000 endpoints under management. An MSP with 1,000 endpoints has 10-12 employees on average, of which 7-9 are technical in nature.

Companies A and B are depleting their inventory of time by putting too much focus on reactive tasks, which prevents them from being top performers.

Reclaim Depleted Time With MSP Training

After taking into account the reactive commitments that deplete your inventory, how much time is left? This math is the reality of your business model today.

If that math is concerning to you, rest assured: You are able to improve your company’s RHEM outlook by focusing on the right priorities. This is where MSP training comes in.

With an expert IT process in place, you could lower reactive time by as much as 50-75%. Once you learn to reduce your number of IT tickets and other reactive tasks, new possibilities open up for your business.

Lowering your reactive time helps you enhance your clients’ technology experience in innovative ways, charge more for your services and increase profitability.

Stay tuned for our next blog, which will address the specifics of aligning client technology with defined standards to reduce your reactive time commitment.

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TOPICS: IT processesIT ticketsMSPMSP trainingtop managed service provider
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