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As an IT executive, you’re likely familiar with ITIL methodology, and you probably know ITIL practices are designed to align IT services with business needs. But do you know how ITIL governs Managed Service Provider (MSP) operations? If you’re contemplating an MSP partnership, it’s helpful to understand ITIL in the context of MSP functions and… Read more »

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Acquisition Extends the Advanced Technology Services Portfolio of IT Services and Expands Innovative Technology Solutions’ Capabilities to Accelerate Growth PEORIA, Ill., December 20th, 2017 — Advanced Technology Services, Inc. (ATS), a leading global manufacturing services and IT solutions provider, today announced that it has acquired Innovative Technology Solutions, LLC (ITS), an IT managed services and… Read more »

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IT professionals today are finding that leaving the office behind for the day is a very difficult thing to do. With the thought of data breaches, down systems, poor response and escalation procedures looming on the horizon, it is very difficult for the CIO to get any sleep at all! According to research published by… Read more »

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The Help Desk Institute determined (from 3,000 respondents) the following; – 72% of Manage Service Provider’s o Measure, and o Are accountable for their performance. – Less than 50% of in house solutions measure and are held accountable. – An outsourced SLA is considerably more stringent than an in-house SLA.

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A recent study by MetricNet shows corporations are shrinking the number of desktop support engineers that are assigned to support the enterprise environment. Factors such as decreasing budgets, desktop virtualization, standardization of the desktop, mobilization, and remote diagnostic tools, all contribute to this trend. However, the cost per ticket is significantly increasing because of factors… Read more »

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In a recent corporate survey, the Help Desk Institute determined the top reasons why companies outsource their IT support, the responses were; – 1. COST – 49% stated cost savings was very attractive – 2. EXPANDED SCOPE OF SUPPORT – 37% stated outsourcing IT support gave them greater agility to expand their support capabilities vs…. Read more »

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Hiring talent is both daunting and exciting. There is nothing more satisfying than finding a candidate who not only looks good on paper and can live up to that expectation in person, but also fits the mold of the company culture seamlessly. Holding on to these candidates, however, is a bit more difficult. Once you’ve… Read more »

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Internal IT resources are better allocated elsewhere. Even if an internal mobile help desk could achieve the same of level of service as an outsourcer, it wouldn’t be financially viable. IT resources are limited and the business already places major demands on them. Companies are better off allocating their IT resources to strategic business imperatives…. Read more »

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Mobile support differs from traditional support. In a traditional PC environment, IT has full control over devices and applications. In the mobile world, users control the platform and the apps. The resulting diversity of mobile device attributes taxes mobile help desks. Outsourcers like ITS can better keep up with this complex, fast-moving mobile world due… Read more »

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Fast, specialized help is critical. Mobile users often have a much lower tolerance for technical problems than someone sitting at a desk. The consequences to the business can be more significant too — imagine an executive negotiating an acquisition overseas or a salesperson trying to close a deal before boarding a long flight. Companies have… Read more »