Wednesday, September 1, 2010

Business process, documentation, IT Policies = fun.

We are in full blitz on making sure we have documentation on all processes that comes up with clients(always something new), vendors(always growing) and HOW TO's.

Nilo, our lead managing technician here at TVG, has worked at Symantec and the server deployment teams at the Orlando Magic. Large large environments. Process is almightly. SLA for this, standard for this, process for that. It seems impersonal in the large environments, but it is one of the most effective time saving solutions any company can deploy.

 We have broken our documentation into 4 categories:

  •  HOW TO's / KB System
  • Vendor Proceesses/ KB system
  • Client Specifics
  • General Client notes
We've have the Knowledge bases system and client notes, but as you all know, we have a ton of information on all our clients.

We use Autotask. We have used AT for the last 2 years, and there is so much more to learn. Very cool very productive - if you use it.

We are trying to manage this monster of documentation and it's turning out to be a actual fun project. It's going to be great because when we hire additional technicians, they will know:
  • exactly how and where to go for answers
  • how to deal with specific situation,
  • what vendor to contact in what situation,
  • when to forward issue to Adavnced server team,
  • how and when to follow up,
  • how to handle an irate client, 
  • how to install new desktop processes,
  • how to do a webinar,
  • how to document new information
 You can never document everything, but the more you put down, the more you automate, the more you can effecitvely improve communication, and efficiency.

 For a great reference that I reccomend every SMB to read is:
The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It

Do you need an IT Policy at your company? Do you need a little more control on how your employees use the network? Email or call us today: 818-579-7370 x 205


TVG Consulting
"Providing the Ibuprofin for your IT Pains"
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