As an IT managed service provider, we work with small businesses across multiple industries. Experience has provided unique insights into best IT practices, commonly asked questions about IT, industry specific products, chief information officer roles, technology consulting and network admin knowledge. We seek to be an exceptional managed service provider as well as offering guidance to small businesses in the position of hiring a new MSP.

 
  • Tickets

    It's all about the Customer - Prioritizing Tickets

    • By J. Ruffner
    • |
    • April 15, 2016

    Here is an idea of the priorities we would assign.

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  • It's all about the Customer - Triage

    • By J. Ruffner
    • |
    • April 4, 2016

    In our industry, like so many others, it’s all about the service we deliver to a customer. How long do you wait in line at the emergency room only to have someone appear to cut in line in front of you?  Oh, ya, that bone is really broken, I can wait.  It’s no different whether you are in line at the emergency clinic or waiting for computer technical support.  We triage the problems, set priorities and schedule work. 

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  • WHY HIRE AN IT FIRM PART 8

    • By J. Ruffner
    • |
    • March 31, 2016

    Understand the Whole Picture

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  • WHY HIRE AN IT FIRM PART 7

    • By J. Ruffner
    • |
    • March 21, 2016

    Another story from a prospect is about their software choices. Like many businesses they experience a need for a new software function. They do a little research, decide which one has the features they want and which one is sold at the price they want to pay. Everything is good. Now they have done this several times to discover that product one does not work with product two. Islands of information form and business is constricted rather than liberated. Now they have layered on a spreadsheet or two to join the islands and to keep things going.

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  • WHY HIRE AN IT FIRM PART 6

    • By J. Ruffner
    • |
    • March 21, 2016

    Another common theme we hear from prospects is the “we’re fine” story

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  • WHY HIRE AN IT FIRM PART 5

    • By J. Ruffner
    • |
    • March 14, 2016

    So, now your internal person sits in front of each computer and runs windows updates, runs Adobe Acrobat updates, Adobe Air updates, Java updates etc. Now Adobe Acrobat comes out with a new version and that techie has to uninstall the old version, download and install the new version. Do that for Antivirus, iTunes, Google Chrome and all the other “third party” products and it’s easy to see that without real management tools, you’d quickly give up. Now that your tech is patching the computer, what’s the displaced employee doing during this time? So the cost of this process is actually the cost of the tech and the employee combined! Wow, multiply an hour or two per machine per month, now we are talking about some serious dollars and we haven’t even allowed for training the tech, testing patches or any industry knowledge building exercises.  

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  • WHY HIRE AN IT FIRM PART 4

    • By J. Ruffner
    • |
    • March 11, 2016

    Now you’ve got a user on your network, the PC was fast when you bought it but now it’s really slow. That internal support person runs a few programs from the web but not much changes. That employee’s productivity suffers day after day. Or the system crashes a lot and work is lost regularly. The real problem could be hidden viruses, malware or a lack of system resources such memory, CPU speed or slow disk drives. Does that internal person possess the skills and tools to find the root cause? So often we find that either the employees stop complaining (hidden issues) or the tech person simply can’t resolve the issue so everyone lives with the problem. What’s the cost here? Good employees leave because issues are not resolved and business is lost because missing data and system failures, customer dissatisfaction or worse. That malware has been stealing credit card or personal data from your customers and now you face a major lawsuit.

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