TruMethods is developing a secure, multi-tenant tool to help managed service providers deisgn, implement and manage customers in their own "company way," according to company executives.
Through a series of mostly yes/no questions, the myITprocess tool will collect and analyzes data based on what technology customers have in place, how that technology fits into an MSPs offerings and whether that legacy technology has a negative impact on their customers' business and should be repalced, said Bob Penland, CTO at TruMethods, during the company's annual Schnizzfest conference in Philadelphia.
The goal is to develop a standards-based solutions approach in order to ensure the same level of support across all customers, executives said.
"It's a way to ask pointed questions to have your staff follow through the same way every time to deliver a business impact," Penland said. "We're calling it an IT provider template. It's standards you have for your clients."
After an alpha test, myITprocess is now going through a second phase of development to be followed by a beta test this summer. TruMethods hopes to have the tool available to MSPs by ConnectWise's IT Nation conference this fall, said Gary Pica, CEO of TruMethods.
A design portion within the myITprocess tool allows MSPs to define sections for review, such as disaster recovery, and then subsections within those secsions. For example, data backup and generator power within disaster recovery, Penland added.
"We want you to define your best practices for technology and have a process for evaluating that technology. Then you have a way to ask pointed technical question to have your staff follow through the same way every time to clients," Penland said.
After the tool helps MSPs design a process, it can help a staff implement that process, executives said.
"The way myITprocess does this is to evaluate your client. Are they in alignment with your technology, your best practices and what is the business impact of them being out of alignment with that," Penland said.
For example, if a customer has a five-year-old server it's a business risk if that server handles critical e-mail but not as much a risk if it handles a business function that's only run once a year, he said.
"That's the detail we're looking to get to. What is the impact of the client? The way we do that is through a standard review process for the company," he said. Instead of having an engineer's own review that could vary by engineer, it's a standard company-wide review, Penland said.
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