MSPs – Delivering Outstanding Service Every Time

MSPs – Delivering Outstanding Service Every Time

As a managed service provider, you live and die by the quality of your service.

And naturally, you’re well ahead of the average organisation. This is what you do, after all.

But perhaps you’ve identified a few chinks in your armour. Maybe after a period of growth you need to embark on a service improvement programme to make sure everything is in tip-top shape. Maybe you’re planning to refresh or replace IT systems, and want to make sure your house is in order first.

As an MSP, you need processes and toolsets that function across multiple customer sites and geographical locations to an extremely high standard. Using the ITIL framework as a guide, we’ll help you develop the systems and processes necessary to deliver high quality service every time.

The ITIL Way

It’s important to realise that ITIL isn’t a quick fix. If you want real, measurable change, you simply cannot treat service improvement as a box ticking exercise.

What you’ll need is a specific and in-depth understanding of where you’re falling short, and why. You’ll need to take a long, hard look at the service you’re providing, and methodically address each and every opportunity to improve.

That’s where we come in.

At CIH Solutions, we’re experts in ITIL best practice. We’ll quickly identify the areas of your service that don’t measure up, and produce a detailed and systematic plan to bring you into compliance.

Where Does it Hurt?

Just because ITIL is a clearly defined framework, doesn’t mean it can’t be flexible. Every organisation is different, and every MSP operates in its own way.

One size does not fit all.

That’s why, before we start working on your action plan, we spend a number of days getting to know your people, systems, and processes. First, we’ll conduct a briefing for your selected representatives, explaining what we’re trying to achieve, and how we’ll be going about it.

More importantly, though, we’ll use this opportunity to win their trust. Your representatives are vital to the service improvement drive, and we need them to invest in the process. Thankfully, experience is on our side:

“…Chris Hodder won the trust of the whole team. His infinite patience and sense of humour enabled us to adapt to change with ease and confidence.” – Chris Le Hane, IT Service Desk leader, Chelsea & Westminster Hospital

Once we have them on side, our consultants will interview your process owners, service desk managers, and IT representatives to tease out the problem areas that are holding your service back.

Installing Excellence

Once we’ve finished our information gathering, the real work begins.

To help you understand how you measure up against ITIL best practice, we’ll produce an executive scorecard detailing your precise position against each requirement of the framework. For each requirement, you’ll be scored using a traffic light system (Red/Amber/Green), making it easy to identify your areas for improvement.

From there, we’ll develop an action plan to bring you in line with ITIL best practice.

Identifying quick wins as well as 3-6 month, 6-9 month, and 9-12 month actions, your plan will enable you to systematically improve the quality and consistency of your service, bringing each area in line with ITIL best practice. More importantly, by sticking to the actions listed in your plan, you’ll be building a service that can deliver outstanding customer experience time after time.

Be the Superheroes They Need

Exceptional service is the best marketing tool in existence.

Your customers rely on you every day to deliver a reliable and high quality service. No doubt they’re already happy with the service you’re providing, but wouldn’t it be better to completely blow them away?

Just like we pride ourselves on the high proportion of our clients who are referred to us by word of mouth, we want to help you develop a service that gets talked about.

If you’re planning to embark on a service improvement programme in the next year, now is the time to start planning. To discuss your needs, get in touch by email (, or give us a call on 0203 130 0296.

CIH Solutions are a leading independent consultancy offering tailor made IT service management, ITIL best practice, and ISO/IEC20000 solutions. We take pride in our long-term client relationships and ability to solve your individual problems.

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