Small-to-medium-sized businesses (SMBs) tend to have a more difficult time managing IT than larger enterprises. Despite being as technology dependent as larger enterprises, SMBs have tighter budgets and fewer resources to devote to IT management. This leads to a more reactive “break-fix” approach to their technology that never does any smaller company or organization any good.
Here’s what break fix most often leads to. If the burden rests on the shoulders of hourly or salaried in-house IT support, and they’re too busy putting out fires all day, then their skills and talents are essentially wasted.
If there is no in-house tech support, and many smaller companies and organizations don’t have even one onsite “IT guy”, SMBs are commonly taken for a ride by some of the more unscrupulous on-call IT consultants.
Although “If it ain’t broke, don’t fix it” is a popular saying, it should never be applied to the management of business technology. The cost of downtime can crush any barely surviving small business. The combined impact of lost revenue, lost productivity, and lost brand reputation is a severe hit that many SMBs aren’t built to withstand.
It pays to be proactive, not a reactive about technology. This requires a cultural shift from how IT has commonly been handled in the past. Say goodbye to manual, yet necessary, processes and hello to a better way for businesses to meet their technology needs – a smarter and more cost-efficient way.
Three Steps To Better Manage Your Business Technology
Be Proactive – More often than not, it’s the things that aren’t caught early on that turn into costly business disruptions. For instance, many of the hardware, software, and application failures that cause downtime occurrences are preventable; they’re just not detected and addressed early enough.
SMBs today have the advantage of using a Remote Monitoring and Management (RMM) tool to help their existing in-house support staff get a grip on their workload.
A RMM tool, combined with an outsourced 24/7 Network Operations Center (NOC), monitors your technology all day and all through the night via one comprehensive interface that is even accessible with a mobile device. This kind of around the clock monitoring transforms technology management. Problems can be nipped in the bud with an alert and prompt ticket resolution before they turn into major issues that disrupt day-to-day operations.
Automate/Schedule Mundane Tasks – Free the in-house support staff from everyday manual maintenance and monitoring by automating a broad range of IT security and monitoring tasks.
Get More From Your In-House Team – If you have any in-house IT support, you’ve likely hired some incredibly skilled and talented people who would be more worthy contributors to your company or organization if they weren’t always so tied up fixing things and performing monotonous tasks. With RMM and NOC solutions, SMBs can put these individuals to work on projects that matter. They are freed-up to work on concepts, strategies, and application development that better serve your customers, employees, and suppliers, truly giving business a competitive advantage.
Inquiring SMBs Want to Know… What’s the Difference Between a Help Desk and NOC?
It’s no secret that any growing small-to-medium sized business must monitor and manage its business technology in the most cost-efficient way. The tricky part is figuring out how to do this without sacrificing the overall experience of the end-user. End-users can be clients and customers or employees. Both rely on the efficiency of a firm’s network, servers, and applications, and the availability of the company’s data center.
Thanks to the evolution of managed services, it’s actually possible these days to reduce costs, which strengthens IT support and infrastructure. It’s just a matter optimally integrating all available resources.
It’s a Staffing Conundrum for Most SMBs
Most SMBs tend to be short staffed. This isn’t just another reference to the many SMBs with little to no onsite tech support. While that’s true, and problematic, it’s actually all operations that tend to be short staffed.
Small yet growing companies and organizations aren’t just short on tech support; it seems like even their administrative assistant needs an assistant to keep up. Customer support and sales teams are also overworked, and often hindered by having to understand and troubleshoot tech problems when they have no tech expertise whatsoever.
There is no, “Hold for a moment, Sir. I’m about to transfer you to our tech support team.” There is no tech support team.
This is where managed service providers (MSPs) step in to save the day. MSPs help SMBs better manage their technology to achieve greater ROI (Return-on-Investment). One way they do this is by augmenting a SMBs existing on-site staff with the remote support of a 24/7 Network Operations Center (NOC) and Help Desk.
What’s the Difference Between a NOC and Help Desk?
This question is asked a lot because it’s really not uncommon to see both referenced interchangeably, which leaves many to assume they are one in the same. They are not. Here is the easiest way to distinguish between the two.
NOC: Most of the work performed by a NOC focuses on the network and systems. The NOC can almost be viewed as a mission control center. They monitor and manage an IT network. A 24/7 NOC typically monitors the network and system security, performance, and backup processes.
Help Desk: The Help Desk is more customer-oriented. The Help Desk has interaction with the end-user, or someone representing the end-user, to directly respond and resolve technical problems as they arise. Customers or employees can typically reach the Help Desk by clicking a support icon, emailing them, or dialing a toll-free number.
Do the Help Desk and the NOC Interact?
Although the NOC and Help Desk are different, they do work together, along with any in-house tech support, to provide cohesive tech solutions to end-users. The Help Desk typically has three tiers of support and may sometimes have to escalate tickets to the NOC for resolution.
This open communication, and ease of escalation, improves the end-user experience and serves as a proactive cost-efficient approach to managing SMB technology.
Understanding Managed Services and How They Benefit SMBs
Small to medium sized businesses (SMBs) receive a lot of calls each day from slick sales people peddling the next technology trend that’s going to save them money and revolutionize how they do business. They’re all too quick to caution that if you don’t listen to them, you’ll fall behind the times, and eventually be swimming in a sea of debt and out of business.
No doubt you’ve heard, or you’ve at least read about, the benefits of managed services. Managed services refer to clearly defined outsourced IT services delivered to you at predictable costs. You know the exact IT services you’ll be getting and what you’ll pay for them. There is no surprise sky-high bill for services rendered. So are solicitation calls that pertain to managed services worth listening to? We think so. Then again, we’re in the managed services industry. There may be a bit of a bias here.
How Managed Service Providers Work
Managed service providers (MSPs) use remote monitoring and management (RMM) tools to keep an eye on their performance and overall health of the IT infrastructure that powers your business operations.
Your MSP should have a 24/7 Network Operations Center (NOC) that acts as your mission control center. If the monitoring alerts them to any issue with your servers, devices, hardware or software, they respond quickly to resolve the issue.
Additionally, the NOC performs regular systems maintenance such as
Automated tasks like the cleaning of temporary files
Applying tested security patches as required
Installing virus and Malware protection
System backup and disaster recover/business continuity processes
Additionally, your MSP should give you access to a Help Desk that services your customers and employees – speaking to and working with them directly as if they’re part of your staff.
This proactive maintenance, stabilization of your IT environment, and rapid as-needed remediation helps SMBs control technology costs and better serve the end-users who rely on their technology.
Is Managed Services Better than Other Ways to Manage IT
We find that far too many companies have no real perspective about how much IT management costs them. Let’s review some of the alternatives to managed services.
Hiring In-House IT Support
Typically, a firm with anywhere from 20-60 employees may feel that one person can manage their technology. Understand that this one full-time employee can demand a significant salary since they’ll have to be proficient with desktop, server and network support, and interact with both end-users in the Help Desk role and management. They will likely be overworked and vulnerable to error or oversights that may prove to be costly. And what happens if they’re out sick or on vacation?
The Break/Fix Mentality
The majority of smaller companies take this route because they feel as if they’re too small for a more sophisticated 24/7 approach to IT management. They also feel pressure to direct all resources on the product or service, not behind-the-scenes operations. They decide to use on-call IT techs when broken technology has already disrupted business. The on-call team’s response time and overall lack of familiarity with your systems extends downtime and proves to be a much more expensive resolution to IT management. It’s reactive, not proactive, and it’s a costly mistake too often made.
This is why many SMBs today feel that managed services are the most cost-effective way to support their IT infrastructure and the best way to get more bang for their buck.
Are Managed IT Services Right For You? A Few Things to Consider
How do you get a small business to recognize the value of manages IT services? In the start-up environment, we encounter an eclectic bunch of personality types. There is a reason people become entrepreneurs or C-level execs. When we meet the owners or decision makers at smaller companies and organizations, we can tell right away why they’re where they are. They’re visionaries. They’re risk takers. They’re competitive. They want to be in charge.
Therefore, they aren’t always quick to place the fate of their business technology in the hands of a third party. They’ve come as far as they have by being in control and they’re hesitant to give up that control. But we’ve learned a few things along the way.
For example, the Type A personality is highly independent but also very competitive. So we tap into the competitive advantage that managed IT services gives them.
The Type B personality is creative and doesn’t like static routines. But their ears perk up when they hear terminology like “cutting-edge” and we can then paint the big picture for them once their listening.
But anyone we do business with has to be committed to the efficiency, security, and stability of their business technology to see our value proposition. And they have to recognize that managing their IT infrastructure is an investment they cannot take lightly.
So here are a few things we commonly have to address before any deal for managed IT services is signed.
Is my business large enough to even consider managed services?
The truth is, any company, regardless of its size or the number of people they employ, will run more efficiently if its technology is monitored, maintained, and managed properly.
These are facets of your operations that drive profitability and give our Type A personalities that competitive edge they crave. And they can rest easy whenever business is booming because their technology is built to sustain their growth. That’s the big picture that our Type B personality can appreciate.
How is making another IT investment a cost-savings move for my business?
There are still many SMBs who feel a greater focus and investment should go towards their core operations or marketing and sales. They only worry about technology when it breaks, figuring they’ll just call a service technician to come to the office and fix whatever the problem is. Or buy some new hardware at Office Depot.
There are some very obvious flaws to this strategy.
You’re paying way too much when it’s way too late – An issue that was likely preventable with early detection has escalated into a full blown business disruption and that on-call technician likely charges a high hourly rate, on top of hardware replacement costs, and may not get to your site right away. Being proactive rather than reactive to technology issues is important.
Don’t forget productivity killers – It’s taking your employees too long to boot their computers. Servers and applications are running slowly. Employee devices are full of Malware. Non-technical employees are running around troubleshooting tech problems. If you see this, your present approach to IT management is killing employee productivity and your bottom line.
What happens internally is noticed externally – Don’t think for a second that customers or clients don’t notice outdated or slow internal technology and mismanagement. If your site or applications are down often, run slowly, or your customer service rep tells them “I’m sorry, our system is down”, they’re noticing and it’s hurting your business.
When all is said and done, professionally managed IT services will give you a competitive edge, guarantee your business is always leveraging the newest most cutting-edge technology, and enhance your relationships with customers and clients – all while reducing costs.