IT and Business Insights for SMB Solution Providers

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Processes and Procedures Necessary for Managed Services Delivery

By SPC International

In addition to adopting the appropriate tools and technology to power Managed Services delivery in order to maximize efficiencies and maintain SLAs, the Solution Provider will need to develop effective processes and procedures for operating their service desk. The goals of a successful Service Desk include providing a single point of contact for end-user issues, facilitating the restoration of normal service operation while minimizing impact to the end user and delivering services within agreed-upon SLAs.

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