Patrick Clary, President & Chief Operating Officer at DYOPATH
There is one common issue that business leaders often fall victim to at one point or another – becoming deeply involved in the minutia of their organization rather than focusing on their core business. As the President and COO at DYOPATH, I can completely understand how this happens, as there have been times when the urge to micromanage instead of allocating has almost gotten the better of me.
While a small derailment here and there will likely be ineffectual on your daily operations, what do you do if this is becoming a daily distraction, affecting not only your productivity, but your staff’s?
At DYOPATH, we see this happen quite often within an organization’s IT management. IT issues ranging from simple technical support and operational requests to complex sweeping system outages and network security alerts can arise that leave you or your staff scrambling to provide solutions. This can easily lead to downtime, frequent interruptions, and within a short period of time, a loss of profits as labor and operational costs rise and productivity falls.
The pressure to juggle all of the projects while also keeping operations running smoothly in the midst of human capital shortages has led to the downfall of many high-level executives.
If this is happening at your organization, I am confident that you would love to get out of the IT business and back to what you do best. The path to doing so begins with understanding where exactly your productivity is suffering the most. Let’s explore your current situation a little more.
Who Is Handling Your Organization’s IT?
Do either of the following situations resemble your organization’s IT management style?
- You have little to no IT support
- You have internal IT staff whose productivity is being hindered
Typically, when our clients first come to us, we see the responsibility of their IT management falling under one of these two styles. The important question we always ask is, who is handling your organization’s IT?
Who does your staff turn to when they can’t access their email, or they need a password reset? Who troubleshoots a company PC that shutdown unexpectedly or helps with software installs? Who assists you when your entire network goes down?
If you have little to no IT support, it is likely that someone who is not equipped to handle the job is doing what they can to try to manage it and keep your network protected. This might be yourself, an HR manager, an administrative assistant, or another employee with limited knowledge.
On the other hand, if you do have internal IT staff, are they finding themselves overburdened with helping other employees fix issues like the ones mentioned above? If so, they are likely not able to devote time to working on strategic initiatives which are needed for maintaining security and promoting revenue growth.
The Costs of IT Distractions
In either of the above cases, the reality is that your organization is always playing catch up. These unsustainable IT management styles begin as a small inconvenience, but can quickly spin out of control, causing irreparable loss to your organization.
Leaving your IT support issues and network security in the hands of an employee who does not specialize in IT puts your organization’s security at risk, especially if they are not able to provide after-hours support (which is very likely to be the case). Your security can also be at risk if you have an internal IT team that is so distracted helping employees fix simple IT issues that they cannot sufficiently update, monitor, and protect your network. Hackers are advantageous criminals, attacking your network when it is least protected.
Higher Operating Costs
When you are paying employees who are too preoccupied juggling IT services to do their own job, your operating costs are driven up. You may even need to bring in additional help to make up for productivity losses.
An organization that is inefficient will inevitably have lower profits than competitors in the market. This would leave you at a clear disadvantage.
Leveraging Quality Outsourced IT Services to Grow Your Margins and Return to Business as Usual
If this sounds all too familiar, you must surely be interested in knowing what can be done to get you and your staff out of the IT business and back to the true purpose of your organization. The answer lies within outsourcing quality managed IT services; more specifically, an IT Service Desk and a Network Operations Center (NOC).
IT Service Desk
DYOPATH’S IT Service Desk is designed to keep your operations running smoothly. Not only is it available for answering specific user tech support questions and requests, but it extends beyond this to provide a broad range of technology-related services, including the following:
- Tiered support with ticketing system management
- Single point of contact (SPOC) for all communications
- Remote and on-site support
- Customer service portal
- Analytics and trending
- Security patching
- And more
Network Operations Center (NOC)
Our NOC compliments our Service Desk by providing Remote Monitoring and Management (RMM) of your network and systems for issues related to capacity, performance, and security. While the Service Desk is focused on the customer-forward side of support, the NOC is responsible for complex, high-level security operations such as:
- Real-time human monitoring in conjunction with automated solutions to ensure uptime
- Alignment of business processes and IT
- Service-Level Agreement (SLA) management and metrics
- Asset management
- Knowledge base
- And more
By leveraging a Service Desk and NOC together, you can unburden your staff and infrastructure from the labor-intensive responsibilities of your organization, saving on costs and allowing you to focus on more valuable business projects.
We have extensive experience at DYOPATH, managing IT environments for organizations of every size, from small business to Fortune 500 corporations. Our Service Desk Analysts and NOC Network and Systems Engineers, Security Engineers, and System Administrators are 100% US-based and provide 24×7 coverage, 365 days a year to deliver unmatched risk mitigation and expert systems support for your organization.
Should Your Organization Build Its Own Service Desk and Network Operations Center?
You may be wondering, if a Service Desk and NOC are so valuable, shouldn’t your organization build its own? To be blunt, the usual answer would be a resounding no. This is in no way a sales tactic to drive your purchasing power our way – it is purely based on costs.
Building your own Service Desk and NOC would be a tremendous burden on systems, costs, and resources. The expenses needed to cover staff and 24×7 monitoring and alerts alone would be extravagant, and this is just a small portion of what both services cover.
Managed Service Providers, like DYOPATH, offer these solutions at incomparable cost-savings.
The bottom line is that DYOPATH provides the knowledgeable agents, customized plans, and certified experience needed to support your organization at a fraction of the cost, empowering you to get back to what you do best.
Thank you for taking time to read this blog. As part of our “Get Out of the IT Business! Do What You Do Best” campaign, we are aiming to free business leaders from the burden of IT inefficiencies distracting them from the core of their business. I have two more blogs coming up where I’ll be discussing how outsourced managed services are a win-win-win for your organization as well as how you can enhance your operational efficiency with an IT Service Desk.
You can learn more about DYOPATH and our Managed Services by visiting our website.
Patrick Clary, President & Chief Operating Officer
About the author: Patrick Clary is the President and Chief Operating Officer (COO) of DYOPATH. He is responsible for planning and executing the overall vision, mission, strategy, and operations of the organization. Clary’s greatest strengths are leadership, risk mitigation, change management and a passion for problem solving. He is known for having his finger on the pulse of DYOPATH’S major business initiatives, delivering operational excellence and an ability to provide guidance and mitigating risk by asking questions. His leadership of DYOPATH is grounded in a servant mentality, always doing the right thing, and acting like an owner when making decisions. His passion for DYOPATH comes from the ability to have an impact each day on the lives of employees and clients.