IT Support Blog for Small Business Owners

Building an effective IT support department and when not to.

Posted by David S. Mulvey on 7/25/14 5:00 PM

Choosing the right IT organization structure or the right IT organizational chart, are common issues within a growing business. They are also issues filled with many traps. I have shared my thoughts with you before this blog on the types of work that must occur in an IT department (Reactive & Proactive); today let’s talk about how you should staff the IT department to get the work done.

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Topics: Reactive IT Support, IT Solutions, IT automation, IT department, Proactive IT tasks, IT Outsourcing economics, Economics of IT outsourcing

Apple is taking a Bite out of Windows: how about Your IT Solutions?

Posted by David S. Mulvey on 7/12/14 12:00 PM

Is it possible that Microsoft’s dominance in the Enterprise is coming to an end? The software company VMware thinks so. They recently wrote on their blog that in a survey they just conducted based on responses from 376 IT professionals on the challenges and relative advantages of utilizing Apple products in enterprise settings. In the VMware survey, 73 percent of IT professionals reported overall employee user preference for Macs over traditional PCs; even though Apple’s desktop offerings are not as compatible with application software as their PC counterparts.

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Topics: IT Solutions, Apple's post PC era, Microsoft dominance, Apple in the enterprise, Generation Y employees

Reactive IT Support or Proactive IT Support: What comes first?

Posted by David S. Mulvey on 7/8/14 8:00 PM

What comes first the chicken or the egg? Much like that question, IT Support is full of conundrums-questions that don’t have clear answers. Two very different and equally important types of work govern IT support. It’s so important for a small business owner to understand the differences so you can manage your company’s approach to IT and expect the appropriate IT result based upon your approach that you choose. In 30 years of IT support I have never met a business owner that understands this basic concept (because they are not IT professionals) and as a result their IT solutions suffer.

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Topics: IT Support, IT Outsourcing, Reactive IT Support, Proactive IT Support, IT Solutions

Is Your Computer Support Guy Treating You Like A “Bad Date?”

Posted by David S. Mulvey on 10/2/13 6:10 AM

Is your computer support guy treating you like a bad date?

  • Not returning your calls fast enough…
  • Constantly missing deadlines…
  • Not fixing things right the first time…
  • Never following up on your requests?
  • Promises made and not kept?

It just amazes me how unreliable and arrogant some IT services companies are…

When you call them for help, you end up talking to their voice mail. When you finally get them on the phone, they make you wait hours – even days – before they actually get your problem resolved. Sometimes it never seems to get fixed and it’s easier to find a work-around or simply fix it yourself than to call your IT provider!

Even then, a lot of them take longer than they promised, nickel and dime you over everything and, as a final insult, they act like they’re doing YOU the favor! Every time you call your IT service company you are guaranteed an invoice, but not necessarily a resolution.  They often use their techno speak to confuse you, and respond when they feel like it, its never about your requirements and more about their schedule. 

You don’t need a computer nerd to act like a bad date; what you need is a new approach to your IT support.  The old Time & Materials approach is no longer effective for your growing small business. I spend most of my time speaking with our clients and prospects; the vast majority of business owners I speak to already have an IT service provider relationship in place, however, the business owner is exasperated with how poorly their IT provider is treating them.  You need IT support but you don’t need an unresponsive Time & Materials provider, there is a better way, a new way. 

There Is A Better Way to Receive IT Support for your Business

By changing your IT support approach from reactive (where you are waiting for a problem and then reactively calling your IT support guy to solve an issue) to proactive (where you rely upon a new IT support company to proactively manage your IT computer systems and software.  This new proactive approach can actually reduce the frustrating breakdowns and bring your network back to a reliable and highly available network you once had.

Better yet, the proactive approach can be purchased as a monthly fixed fee that you can budget for and rely upon to solve all of your network issues.  As the owner you no longer have to balance the cost of a potential T & M service call vs. accepting the IT frustration of a lingering IT problem.

With this new IT Support approach your IT Support provider is financially incented to get your network running so well that he never has to stop everything and be interrupted by an unexpected problem in your network.  Imagine an IT relationship with your new IT solutions partner where you both are working together for a mutual goal; a 100% percent available network, no downtime, no problems, happy and productive employees.

This new approach is called IT Outsourcing, or perhaps you have heard it called a Managed Service; the IT solutions company is called a Managed Service Provider (MSP.)  You can outsource your workstations and servers, or your Wide Area Network and your Local Area Network, your disaster recovery systems and even your phone system.

There is no longer a reason to feel like your IT support is a bad date that never ends, you can find an IT Managed Service provider that will treat you like you felt on your first date with your significant other: goose bumps! There is a new way and a better way to purchase your companies IT Support.

Want To Learn More: You can sign up for a one-hour webinar and learn how Managed Services might help your company lower your IT costs, improve your network and application availability and make your employees more productive! Learn how IT Managed Services can improve your business!

What a Business Owner should know about the Cloud

Not Ready To Watch a Webinar yet?

If not, I’d at least like to give you a copy of my new free report, “6 Essential IT Outsourcing Strategies For Your Business.” Even if you aren’t ready to watch a webinar right now; this report will give you some important strategies for you to consider regarding your IT.

 6 Essential IT Outsourcing Strategies

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Topics: IT Support, Business IT, IT Outsourcing, IT Solutions, Managed Service Provider, Disaster Recovery

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