Documentation, Processes and Procedures, but…
When it comes to being a Managed Services Provider, one of the important pillars is having a good documentation and established processes and procedures for everything. This should not only include a documented Responsibility and Communication matrix, Escalation procedures, but as well comprehensive knowledge base for the applications, systems and infrastructure under scope and for sure general and template documents for Incident Management, Request Fulfillment, Handover and Project Setup, etc… And not only having them, but as well using and following them.
Having all these documents, processes and procedures and following them, not only improves your image, as it demonstrates well organized and “process flow” company to your current and potential clients, but as well provides more efficient way of working, starting from faster provision of service offer toward potential clients, continuing to faster onboarding of a new client and what is most important faster provision of services including more effective incident management and delivery of requests. Not to mention leaving less or no space for different interpretations in a same case or different actions or level of service provided for same thing.
Looking at it, on short term, sure, it generates additional effort and takes time, but on long term, it actually decreases the overall effort and shortens the time spent on certain client, project, system… It’s quite simple, everything functions worse in chaos and much better when there are written rules that are followed around.
However, let’s be clear on one thing… the worst mistake being done, is following all these documented processes and procedures at all times no matter what. As now and then, there is always a case when following a procedure or process may cause issue or delay the delivery/resolution for additional and unacceptable amount of time. But these cases are rare and having employees who can recognize when they should “bend the rules” is what gives the additional but most important value when delivering a service. Look at it this way, “following” at all times or too many times and you are not just showing no flexibility but also no understanding on the concept of exception. As well, it presents an image of “bureaucratic” company and this decreases the end users/client satisfaction or scare them away. Vice versa, “not following” it too many times, is same as not having defined processes and procedures at all, thus not getting any of the benefits they generate.
To sum up...invest time and effort in documentation and defining processes and procedures, and make sure they are used and followed with certain level of exceptions. The effort and the time spent will pay back sooner or later much more and in many ways…
