"Continual Service Improvement" Can Start With A Look At Your Data

By Bernadette Wilson

The data you collect about your businesses is valuable — if you use it.  

Autotask’s senior VP of community and business development Len DiCostanzo, a former managed services provider (MSP) himself, understands the struggle to find time to fit everything into your schedule. He says MSPs — especially SMBs — can find the idea of taking time to analyze data daunting. Rather, “they go with their gut and keep working,” he says.

DiCostanzo explains, however, identifying strengths and weaknesses in your business and planning accordingly is necessary to ensure satisfied customers. He points out that “continual service improvement,” the focus of one of the volumes of the ITIL (Information Technology Infrastructure Library) best practices, is more than a book — it’s also an expectation among your customers. Without a critical look at performance data, your business initiatives could miss their mark. In the white paper, “A Guide for SMB IT Managed Service Providers and IT Solution Providers” Autotask president and CEO Mark Cattini states, “As your business grows and evolves, it will become mission-critical for you to ensure you’re making fact-based decisions.”

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