With itpilot® provide a structured approach to your customers’ IT operations
Based on our many years of experience in the MSP business, with itpilot® we have developed an IT analysis methodology with which managed service providers can structure their customers’ IT operation more efficiently both during onboarding and ongoing operations. After all, it is not uncommon for IT service providers to have unpleasant surprises when IT services are inadequately documented.
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For us as a manged service provider, the itpilot® structure and method is the linchpin of our work- especially when we take on operational responsibility for our customers. That is why we offer our methodology as software-as-a-service for managed service providers.
Current tip from David: Document responsibilities
Do you know the situation, too? Your customer wants you to take over certain areas of their IT as a service provider. But you find it difficult to clarify who is responsible for the various IT services and their fields of activity.
We go through the uniformly defined fields of activity for each IT service using the itpilot® IT service list: administration, configuration, evaluation & planning, installation, L1 / L2 / L3 support, monitoring, order management, testing, updates and vendor management, and then document who is responsible for which field of activity.
The advantage: In this way everyone knows who is responsible for what, and where responsibilities lie!
Uniform documentation structure for all customers – for efficient support
– Central organization of your existing customers in one tool and professional onboarding
– Comprehensive documentation of your IT – for quality management, documentation guidelines and ticketing
– Foundation of your customer relations – for new sales opportunities, tailor-made offers and profitable projects
Uniform modeling of the IT landscape – for realistic managed service contracts
Create the basis for onboarding – for real operational responsibility
Anyone who knows the existing IT landscape can take responsibility for external operations, on the basis of a secure, communicated foundation, with detailed documentation including tasks and expenses.
itpilot® enables the Survey of IT services including service level agreements (SLAs), so that open construction sites become transparent, providing a concrete action plan of detailed scope, responsibility and locations.
With the help of Onboarding checklists all information is available at a glance, for the Onboarding of new customers – including passwords, details of the maintenance contract and licenses.
Act as a trusted advisor
itpilot® makes customer IT transparent and highlights weak points as well as potential, because the concept of an external IT manager only works with a comprehensive overview of the customer’s IT services. On the basis of a substantive data pool, Managed Services Providers can realistically act as Trusted Advisors.
Take operational responsibility
itpilot® enables IT service providers to take on external operational responsibility for their customers despite increasingly complex infrastructures. At the same time, a basis is created for the well-founded further development of customer IT.
Support risk management – in the event of a crisis
itpilot® documents the construction plan of customer IT, ideally outside the company network. It enables rapid rebuilding, for example, after cyber attacks, and thus the customer’s ability to act.
Lower IT costs
itpilot® makes IT costs, in particular the existing “Eh-da” costs, for each IT service transparent and correlates this to IT performance and Its contribution to the company.
Use cross-industry IT benchmarks
itpilot® enables every customer to benefit from cross-industry pooled knowledge and the Key figures (KPIs) across all itpilot® customers.
Use and plan resources sensibly
itpilot® collects key figures such as personnel expenses per IT service. In this way ongoing IT operations can be maintained even if key employees fail, and tasks can be identified that have to be taken on externally.
