MSP ORGANIZATION DESIGN
DEFINE COMPREHENSIVE MSP STRUCTURE AND PROCESSES
- Includes services for MSP Core Process Design and Service Desk Design.
- Define and establish Escalation team structure and processes, including:
• Escalation team workflow• RACI definition for Escalation team
• Tools integration
• Requisite skillsets
• Requisite training
• Ratio to users, systems, and operations roles
• Performance measures
• Career growth and mentoring
• Recruiting, hiring, and retention
- Identify, design, and implement a ticketing system.*
- Identify, design, and implement a monitoring and reporting system.*
*If your organization does not already have such tools in-house
