MSP Racetrack Analogy
Racetrack
Baseline Managed IT Services
IT Support
Help Desk
Support Ticket Process
After a support ticket is submitted, our Service Manager reviews the ticket and assigns it to a technician according to the issue type and priority. The technician reviews the ticket and has your organization’s documentation and/or any necessary information available before calling the end user. This ensures the quickest resolution time for each support ticket.
Remote Support
We remotely support your existing technology and processes within this agreement. This can include, but is not limited to, your computers, servers, email, printers, business applications, users, and network equipment.
Onsite Support
For issues that cannot be resolved remotely, we will support your existing technology and processes onsite within this agreement. This can include, but is not limited to, your computers, servers, email, printers, and network equipment. End user computer related issues that cannot be resolved remotely will be asked to be brought to one of our office locations.
Onsite Hardware Installation
For net new hardware purchased through The Miller Group, we deliver and install the hardware at your physical location. If the hardware is a laptop or desktop, we deliver the device as ‘plug-in’ ready as possible to allow the end-user to start working on the new device.
Vendor Management
- We work with your IT related vendors for quick resolutions on your behalf to prevent any employee wasting their time being the middleman between our technician and your various hardware or software vendors.
- We work in cooperation with your hardware or software vendors. If any vendor support related fees are incurred, those fees are not included in your Managed IT Services agreement.
Hardware Procurement Specialist
The Miller Group can procure any hardware that you are needing. We work with our vendors to get the lowest price and the best hardware to fit your needs. You are not required to purchase new hardware through us but in this scenario, The Miller Group is not responsible for managing any purchasing or warranty information for this equipment. Hardware purchased on your own can be dropped shipped to one of our offices for configuration and preparation.
Loanable Equipment
In the scenario of a critical laptop, desktop, or server failure, we have loanable equipment available at an additional fee to bridge the time necessary to procure the new device.
Security &
Compliance
Baseline Security
Monitoring &
Management Tools
Automation & Monitoring Specialists
- Our automation and monitoring specialist oversees our remote monitoring tools and finds the best ways to keep your devices at peak performance and automatically identify security threats in mass.
Remote Device Access
- We install software on each device that allows our technicians to trouble shoot and resolve support tickets remotely. This ability is a vital part of our quick and efficient ticket resolutions.
24/7 Monitoring of Workstations and Servers
- Our remote monitoring tool is installed on each workstation and relays performance, software, potential virus data to our system where we can use to make hardware lifecycle and proactive maintenance recommendations.
Security Patches & Patch Management
- Our remote monitoring tool allows us to push out the latest security patches and updates for Windows. We can also see which machines are not fully up to date with the monitoring tool notifying us when patches fail to update.
Proactive Device Alerts
- Our automation and monitoring specialist also sets up preventative monitoring on each device for hard drive failures, full diskspace capacity, aging laptop battery life and more.
Consulting &
IT Management
Account Manager
- Your account manager is your main point of contact for any inquiry other than support issues and will work with you to learn how your organization operates to ensure you are following security best practices and optimizing the use of your technology for maximum efficiency.
Technical Account Manager
The technical account manager role works directly with your account manager to assist in providing technical support when handling your questions or needs. Their main duties will include mostly background collaboration with your account manager in preparing your future IT roadmap to fully optimize your technology and increase security.
Technology Review & Audit Meetings
- Your account manager will schedule your quarterly business review to consult your IT landscape, the results of our IT audits and assessments, then will discuss the recommendations outlined in a 1-3 year IT budget. Also, in these meetings your account manager will discuss your future technology goals to ensure your technology maturity strategy has your input.
Technology Assessments
- Your account manager and technical account manager reviews your company’s technology landscape, including, but not limited to:
- Security best practices and standards
- Infrastructure age, performance, warranty, and security
- Ticket history to identify ticket trends in order to proactively minimize end user issues.
Technology Maturity Strategy
- Your account manager and technical account manager takes the results of your technology audits, operational efficiency consulting conversations and your future goals, then builds your company’s 1-3 year technology budget and plan of implementation.
Operational Efficiency Consulting
- Your account manager will work with you to learn how your business operates for opportunities to see how you can best utilize technology to grow your business.
Business Process Automation
- As data moves throughout an organization, there is always room for automation to reduce duplicate data entry and more tightly integrate these systems together. The goal is to reduce the amount of time it takes to perform various tasks and gain more visibility into your data utilizing Microsoft’s Power Platform.
MSP Racetrack Analogy Definitions
Race = Your professional career
Racetrack = The business market
People in the Stands = Your prospective customers
Your car = Your business
Other cars = Your competitors
Pit boss = TMG account manager
Pit crew = TMG Team
Track Onramp - Onboarding
TMG introduction
Call/Meeting
During our introductory meeting with a potential client, our primary goal is to gain a comprehensive understanding of their business, technology infrastructure, and objectives. We'll begin by delving into their business operations, exploring the products or services they offer, and understanding their target market and competitive landscape. Next, we'll inquire about their existing technology environment, including hardware, software, and IT systems, to assess their current capabilities and challenges. By understanding how they utilize technology within their business processes, we can identify areas for improvement and optimization. Furthermore, we'll discuss their technology objectives and long-term goals, such as enhancing efficiency, improving customer experiences, or driving innovation. This conversation allows us to align our services and solutions with their strategic vision and tailor our approach to meet their specific needs. Ultimately, our objective is to determine if there is a mutual fit between our organizations, laying the groundwork for a productive and successful partnership.
Proposal
Meeting
During our proposal meeting we will discuss the managed IT services agreement that we created based upon your specific business, technology infrastructure and objectives. We want to ensure you have a clear understanding of what is included in our managed IT services agreement.
Agreement
Approval
Welcome to The Miller Group! After the approval of the agreement, we coordinate a time to have our onboarding kick-off call with your dedicated account manager and our onboarding technician.
Managed IT Services
Onboarding Kick-Off Call
During our onboarding kick-off call you will be introduced to your dedicated account manager and our onboarding technician. We discuss the outline of the onboarding process, discuss our onboarding forms, and cover any questions you may have.
Remote Onboarding &
Documentation
Our remote onboarding involves a series of crucial tasks aimed at documenting new clients into our internal system. This process typically begins with a thorough assessment of your existing IT infrastructure, including hardware, software, networks, and security measures. Next, remote access tools are configured to enable monitoring, management, and support from a distance.
Onsite Onboarding &
Documentation
Our onsite onboarding involves a series of essential tasks aimed at establishing a strong documentation foundation for our client's IT support and management. During this phase, our onboarding technician will label your network devices, complete a floor plan map, and become familiar with your premises. Throughout our onsite onboarding process, we work closely with our client to address any concerns and establish clear communication channels for ongoing support and collaboration.
Managed IT
Services Go-Live
We will schedule a ‘Go-Live’ date during the onsite onboarding phase. That date will signify the completion of onboarding and your support agreement will be in full effect and management services will be deployed. Your team can sit back, relax, and enjoy the peace of mind that The Miller Group has your technology covered.
TMG Standards
Implementations
We implement our TMG Standards across key areas of your technology, such as Active Directory account policies, email and Microsoft 365, penetration testing, data backups, network equipment, end-user training, and end-user devices, which brings numerous benefits to your business. Standardized Active Directory account policies enhance security by enforcing strong password rules, reducing the risk of unauthorized access. Enabling base-level security for your email and Microsoft 365 environments will set a firm foundation of security which will decrease your environment’s attack surface. Regular penetration tests identify vulnerabilities before they can be exploited, fortifying your defenses against cyber threats. We verify your data’s backups are up-to-date and have notification turned on, so that our support desk knows if your backups are failing. Proper management and maintenance of network equipment ensure reliable connectivity and optimal performance, while end-user training empowers employees with the knowledge to utilize technology effectively and safely. Standardizing device management streamlines support, enhances security, and ensures that all devices meet the organization’s performance and compliance standards. Collectively, our TMG Standards enhance operational efficiency, security, and drive overall business success.
Initial TMG Client
Assessment Meeting
Our TMG Client Assessments, which incorporate the CIS (Center for Internet Security) and NIST (National Institute of Standards and Technology) security control frameworks, provide substantial benefits to a business by enhancing its cybersecurity posture and compliance. These assessments involve a thorough evaluation of the client's IT environment against established security controls and best practices. By adhering to the CIS and NIST frameworks, we can systematically identify and mitigate vulnerabilities, ensuring robust protection against cyber threats. The structured approach of these frameworks helps in implementing effective security measures, such as access controls, incident response strategies, and data protection protocols. Moreover, compliance with these widely recognized standards enhances your reputation and trustworthiness, particularly in industries where regulatory compliance is critical. Regular assessments ensure that security practices adapt h emerging threats and technological advancements, thereby maintaining a resilient and secure IT infrastructure. Ultimately, these comprehensive assessments empower businesses to safeguard their assets, reduce risk, and achieve a higher level of operational security and efficiency.
Pitstop - How Technology Can Improve Your Business
Project Management &
Implementation
Managed IT
services project management and implementation offer numerous benefits to businesses, providing a structured approach to efficiently managing IT projects while maximizing value and minimizing risks. Here's a breakdown of how these services benefit clients:
- Expertise and Experience: We have a team of experienced professionals with skill sets and expertise to benefit your business. Our project team has in-depth knowledge of industry best practices, technologies, and methodologies, which can significantly enhance the quality of project planning and execution.
- Customized Solutions: We tailor our solutions to meet the specific needs and goals of each project. Through thorough discovery and analysis, we develop customized project plans that address unique challenges, ensuring that the implemented solutions align with your business objectives.
- Enhanced Security and Compliance: We prioritize cybersecurity and regulatory compliance throughout the project lifecycle. By implementing robust security measures and adhering to industry standards and regulations, we help clients mitigate security risks, safeguard sensitive data, and maintain compliance with legal and regulatory requirements.
Project Examples:
- Server to cloud migration
- Microsoft email migration
In essence, managed IT services project management and implementation provide clients with a strategic partnership that combines technical expertise, operational efficiency, and business acumen to deliver successful outcomes that drive innovation, productivity, and growth.
Business Processes
Automation
Business process automation offers significant benefits to businesses by streamlining processes, increasing efficiency, and reducing operational costs. Here's how:
- Streamlined Operations: Automation eliminates manual tasks and streamlines business processes, reducing the time and effort required to complete routine activities. This leads to smoother operations, faster execution, and increased throughput across various departments and functions.
- Cost Reduction: By automating repetitive tasks and reducing the need for manual intervention, businesses can lower their operational costs associated with labor, errors, and inefficiencies. Automation helps maximize resource utilization and minimize waste, resulting in significant cost savings over time.
- Improved Accuracy and Consistency: Automated processes adhere to predefined rules and standards, ensuring consistency and accuracy in task execution. This reduces the risk of human error and ensures that business processes are performed reliably and consistently, leading to higher quality outcomes.
- Scalability and Flexibility: Automated processes are inherently scalable and adaptable to changing business needs and volumes. Whether it's handling increased demand, expanding operations, or entering new markets, automation allows businesses to scale their operations efficiently without incurring significant overhead or delays.
- Competitive Advantage: By automating key business processes, businesses can gain a competitive edge by operating more efficiently, delivering superior customer experiences, and responding more effectively to market dynamics. Automation enables businesses to differentiate themselves from competitors, drive innovation, and achieve sustainable growth in today's fast-paced business environment
In summary, managed IT services business process automation enables businesses to optimize operations, reduce costs, improve quality, and gain a competitive advantage by leveraging technology to automate and streamline their core business processes.
Profitability
Managed IT services can significantly increase profitability for businesses by optimizing IT operations, reducing costs, and driving revenue growth. Here's how:
- Cost Savings: Managed IT services operates on a primarily monthly fixed price model, allowing businesses to convert unpredictable IT expenses into predictable, budget-friendly monthly payments. This predictable cost structure leads to significant cost savings over time.
- Efficiency Improvements: Managed IT services streamline IT operations through proactive monitoring, automated maintenance, and rapid issue resolution. By minimizing downtime, optimizing performance, and improving productivity, businesses can operate more efficiently, achieve higher output levels, and generate greater revenue with the same or fewer resources.
- Focus on Core Competencies: Outsourcing IT management to a trusted managed service provider allows businesses to focus their internal resources and attention on core competencies and revenue-generating activities. By offloading routine IT tasks and administrative burdens, employees can devote more time and energy to strategic initiatives, innovation, and customer service, ultimately driving profitability.
- Scalability and Flexibility: Managed IT services provide businesses with the flexibility to scale their IT infrastructure and services up or down according to changing needs and market conditions. Whether it's expanding into new markets, launching new products or services, or accommodating seasonal fluctuations in demand, businesses can quickly adjust their IT resources to match evolving requirements, maximizing efficiency and profitability.
- Enhanced Security and Compliance: Managed IT services help businesses mitigate security risks and ensure compliance with regulatory requirements through robust security measures, proactive monitoring, and regular audits. By safeguarding sensitive data, protecting against cyber threats, and avoiding costly breaches or fines, businesses can maintain customer trust, protect their reputation, and preserve profitability.
Efficiency
Managed IT services increase efficiency by providing proactive support, specialized expertise, continuous availability, scalability, and cost-effective solutions, ultimately enabling businesses to focus on their core activities, drive innovation, and achieve their strategic goals more effectively. Here are five ways how managed IT services can increase the efficiency of your business:
- Proactive Monitoring and Maintenance: Managed IT services employ advanced monitoring tools and proactive maintenance schedules to detect and resolve potential issues before they impact operations. By preventing downtime and addressing problems swiftly, businesses experience minimal disruptions, leading to increased productivity and smoother workflows.
- 24/7 Support and Availability: Managed IT services offer round-the-clock technical support, ensuring that IT systems and infrastructure remain operational at all times. This continuous availability means that employees can access critical resources and applications whenever they need them, promoting uninterrupted workflow and enhancing overall efficiency.
- Specialized Expertise and Resources: Managed IT service providers bring specialized expertise and resources to the table, including skilled professionals, advanced technologies, and industry best practices. This enables businesses to leverage the latest innovations and best-in-class solutions without the need for in-house expertise, leading to optimized IT performance and streamlined operations.
- Scalability and Flexibility: Managed IT services are designed to scale with the needs of the business, whether it's expanding operations, adopting new technologies, or accommodating seasonal fluctuations in demand. By providing flexible solutions and resources on-demand, businesses can adapt quickly to changing requirements, maintain agility, and optimize resource utilization, ultimately enhancing efficiency.
- Cost Savings and Predictable Expenses: Managed IT services offer predictable, subscription-based pricing models that allow businesses to budget effectively and avoid unexpected expenses. By outsourcing IT management to a third-party provider, businesses can eliminate the need for costly infrastructure investments, reduce overhead costs, and achieve greater cost-efficiency while benefiting from improved IT performance and reliability.
Business Operational
Maturity
Managed IT services play a crucial role in increasing operational maturity within a business, leading to several key benefits:
- Standardization and Consistency: Managed IT services help standardize IT processes and workflows across the organization. By implementing consistent practices and procedures, businesses can improve efficiency, reduce errors, and enhance overall operational quality. Standardization also facilitates easier scalability and fosters a culture of continuous improvement.
- Risk Management and Resilience: Managed IT services help businesses identify, assess, and mitigate risks associated with IT operations. By conducting risk assessments, implementing robust security measures, and developing contingency plans, businesses can minimize the likelihood and impact of potential disruptions, such as cyberattacks, system failures, or natural disasters. This enhances resilience, preserves business continuity, and protects against financial losses and reputational damage.
- Strategic Alignment and Value Creation: Managed IT services align IT initiatives with business objectives and priorities, ensuring that technology investments deliver tangible value and support organizational goals. By collaborating closely with business stakeholders, managed service providers can identify opportunities for innovation, optimization, and process automation. This strategic alignment enables businesses to capitalize on emerging trends, seize competitive advantages, and drive long-term growth and profitability.
- Continuous Improvement and Innovation: Managed IT services foster a culture of continuous improvement and innovation within the organization. By leveraging industry best practices, emerging technologies, and feedback mechanisms, businesses can identify areas for optimization and innovation. Managed service providers play a critical role in driving this process by recommending and implementing solutions that enhance operational maturity, efficiency, and agility over time.
Business
Growth
Managed IT services contribute to business growth by providing scalable, efficient, and innovative solutions that enable organizations to adapt to changing market dynamics, drive productivity, and capitalize on new opportunities. Here's how:
- Scalability and Flexibility: Managed IT services offer scalable solutions that can grow with the business. Whether expanding operations, entering new markets, or accommodating seasonal fluctuations in demand, businesses can easily scale their IT infrastructure and resources without the need for significant upfront investments or disruptions. This scalability enables businesses to seize growth opportunities quickly and efficiently.
- Focus on Core Competencies: By outsourcing IT management to a trusted managed service provider, businesses can focus their internal resources and attention on core competencies and strategic initiatives that drive growth. Managed IT services handle routine IT tasks, maintenance, and support, allowing employees to devote more time and energy to activities that directly contribute to business expansion, innovation, and competitive differentiation.
- Access to Expertise and Innovation: Managed IT service providers bring specialized expertise, advanced technologies, and industry best practices to the table. By leveraging the knowledge and resources of experienced professionals, businesses can implement cutting-edge solutions, adopt innovative technologies, and stay ahead of the competition. This access to expertise and innovation enables businesses to drive efficiency improvements, reduce costs, and seize new growth opportunities.
- Optimized Resource Utilization: Managed IT services help businesses optimize resource utilization and maximize ROI on their IT investments. By leveraging scalable cloud services, virtualization, and automation technologies, businesses can allocate resources more efficiently, reduce waste, and achieve greater cost-effectiveness. This optimized resource utilization frees up capital and resources that can be reinvested into growth initiatives, such as product development, marketing, or expansion efforts.
In summary, managed IT services increase business growth by providing scalable, efficient, and innovative solutions that enable organizations to focus on core competencies, access expertise and innovation, enhance agility and responsiveness, optimize resource utilization, expand into new markets, and make data-driven decisions. By partnering with a trusted managed service provider, businesses can accelerate their growth trajectory and achieve their strategic objectives more effectively.
Managing IT for small and medium sized businesses in St. Louis since 1985.
