4 Leading Drivers of Responsive IT Service for Your Business

4 Leading Drivers of Responsive IT Service for Your Business



Jed Fearon

Solution Advisor, 17+ years of experience in MSP Solution Development, Sales and Marketing Communications

Responsive IT is driven by several factors.

If you’ve ever wondered what makes one MSP stand out over all the others, this article is for you. There’s a little twist here. Instead of coming from the sales team, it’s straight from the mouth of our Senior Director of Operations Director, Matt Galloway.

Matt has decades of experience in the MSP field. He also possesses a very methodical and unbiased way of explaining how the functional structure of an organization can benefit its clients with the advancement of operational maturity and the responsive support it reinforces.

“ProviDyn’s unique functional structure (with four divisions) allows us to focus on not only providing break-fix or technical migration services (like a typical managed services provider) but also high-level business consultation and advisement. This increases the efficiency and performance of your team, lowers risk, elevates your organizational maturity, and ultimately, increases your bottom line.” - Matt Galloway


His insights are presented unabridged (verbatim) to give you a behind-the-scenes glimpse into ProviDyn’s “cross-functional” commitment to client success. Each section is followed by a summary of the related business benefits and deliverables.

1 - Strategic Advisory Services

Most managed services firms say they have a strategic offering often called vCIO. In many situations, the role is simply an account manager providing some reports about uptime tickets and client feedback.

However, ProviDyn’s offering is focused on a strategy to help your business achieve its long-term goals.

Following ProviDyn Standards Framework, a collection of systems, security, documentation, policies, and processes, our highly skilled Strategic Solutions team analyzes gaps in your business, calculates risk and impact of findings, and provides a detailed road map for your company's budgeting and planning process.

Our business acumen allows us to extend beyond technology to assist with regulatory compliance and your own internal company policy set.

The Strategic Solutions team is frequently invited to high-level board meetings to bridge the gap between executive leadership and Technology Strategy.

In less mature organizations, we recommend (in the very least) the formation of an IT Steering committee with executive representation.

Using various tools and assessments, our Strategic Solutions team can benchmark your company’s Operational Maturity Level and track it over time so you can see the long-term benefits of our unique approach.

Improve Business Maturity

  • Strategic Business Reviews
  • Strategic IT Road Maps
  • Budgeting Assistance
  • Compliance Auditing
  • IT Steering Committee Participation
  • Long-Term Outlook

2 - Account Management Services

Our Account Management team is here to make sure you receive the highest quality service from ProviDyn. The key to successful engagement is communication, and we are committed to addressing your account, services, or other non-technical questions.

The Account Management team works closely with all areas of your organization and will refer active project-specific requests to the project manager, support concerns to the service delivery team, and new initiatives or business changes to Strategic Solutions.

Maintain Existing Relationship

  • Non-Technical Requests
  • Billing Questions
  • Support Services Feedback
  • On-Demand Report Requests
  • Solicitation of Feedback
  • Automated Reporting
  • Monthly Client Check-ins

3 - Project Services

The Project Team is here to scope, design, architect, plan, manage, and execute technology projects. New infrastructure migrations, major upgrades, and mass deployments need a well-structured Project Management Office (PMO).

ProviDyn’s Project Team is tasked to address major MACD requests (Moves, Adds, Changes, and Deletes) primarily derived from the technology roadmap developed collaboratively with Strategic Solutions.

ProviDyn offers different options for payment for project services, including third-party financing and spread-pay. A successful organization requires periodic investment in its dependent technology. And we make sure proper maintenance is addressed in a timely fashion so you avoid impairment to operations or reputation, and higher remediation costs.

Improve Technology Posture

  • Project Scoping
  • Solutions Architecture
  • Maintain Technology Standards
  • Lead Change Management
  • Project Management
  • Project Execution

4 - Support Services

Our Support Team is tasked with helping end-users who submit tickets via email, ProviDyn Direct, or phone, and for maintaining the existing operational state of the organization's technology to help you get the most value out of your investment.

When you call our Service Desk, you are connected directly with an engineer who will begin working on your issue or request immediately.

The Support Services team also responds to incidents created by automated monitoring platforms to potentially solve issues before they generate an impact on your organization.

Request for significant Moves, Adds, Changes, or Deletes (MACD) will require the engagement of the Strategic Solutions Team or the Project Services Team.

Major changes may require a large amount of time allocated for planning, R&D, solutions architecture, and product sourcing to deliver a complete solution.

Maintain Existing Environment

  • End-user Technical Support
  • Incident Management
  • Alert Response
  • Problem Management
  • Technical Questions/Requests
  • Minor Change Requests

What’s Next?

Companies with higher operational maturity levels grow faster, are more profitable, and more attractive for sales generation, recruiting, investment, or M&A activity.

They also utilize IT systems that are easier to support and by default, more responsive to user demands.

The ProviDyn team has decades of experience, and we look forward to helping you find the right provider.