Magazine Article | November 11, 2016

Troubleshoot Ailing Networks Faster

By The Business Solutions Network

An MSP’s ability to quickly and accurately diagnose and resolve a medical device manufacturer’s network problems led to a managed services contract win and a 20 TB backup and disaster recovery (BDR) upsell.

Since its inception in 2011, ITque has strived to do more than merely monitor its customers’ networks. It constantly looks for ways to fix the problems it detects quickly. In just five years, the MSP has acquired 90-plus clients, roughly 80 percent of whom are on a managed services contract. What’s remarkable about ITque is that it currently has only seven employees, yet it’s projecting 65 percent revenue growth this year, and it’s planning to do this while keeping its technician numbers relatively steady. The secret, says DJ Forman, ITque’s CTO, is not making employees work faster or work longer hours; it’s working smarter. “If we can resolve an issue in three hours, then we should create a process that brings the resolution time down to two hours, then one hour,” he says.