There’s a lot of technology designed to help prevent data loss, but did you know that one of the biggest sources of data loss happens when smart people leave your organization? Recent research by Osterman Research found that 69 percent of organizations have suffered significant data loss resulting from employees who have left the business.
The trend is similar within managed service provider (MSP) organizations, according to BitTitan VP of marketing Rocco Seyboth. The company has launched the latest version of its MSPcomplete business automation platform this week to help MSPs take stock of the intellectual property (IP) within their organizations, and run more efficiently by ensuring the right tasks are assigned to the right resource.
The Managed Services Automation platform helps MSPs, system integrators (SIs) and hosted providers to increase their revenue, standardize and secure IP, and intelligently assign tasks to the right resource based on several factors, according to a press release.
In a call with Talkin’ Cloud, Seyboth says BitTitan spent two years talking to thousands of partners to understand challenges within their business. Over and over again, BitTitan heard from MSP leaders and executives that there was a serious lack of structure in service delivery. In some cases, even when it came to projects and services partners had delivered hundreds or thousands of times, “they had never written down their methodology for those products or services,” he said.
In other instances, perhaps a couple of steps were written down, but the methodology was buried in a spreadsheet or word document. For some comparison, Seyboth says there are 2,000 little steps required to migrate a customer to Office 365. “Not a single partner we talked to have this level of detail in their service methodology written down,” he said.
“If they lost a smart person, that’s their IP and that IP just went walking out the door when they had employee turnover,” Seyboth said. MSPcomplete helps partners capture that knowledge, document it, and create standard operating procedures, he said. The central dashboard allows partners to edit task instructions, set delivery deadlines and SLAs, configure alerts and notifications, and allocate resources, according to BitTitan. The new platform also allows partners to track service delivery times down to the second for accurate billing and cost management, BitTitan says.
According to the press release: “The MSPComplete Service Library features more than 100 migration and turnkey managed services around Microsoft Office 365 Suite, Microsoft Fast Track, Azure, EMS, Dropbox Business, Amazon, Box and Google G Suite, with new services to be added and updated weekly. In addition, partners can create custom services and IP by adding tasks to an existing service or by building an entirely new service.” Seyboth says BitTitan will be adding dozens of runbooks each month in order to give its partners as many options as possible.
MSPcomplete also helps address another challenge for partners: ensuring that the right task is assigned to the right person. Most MSPs BitTitan talked to assigned projects to engineers based on the most complicated parts of delivering the service, an approach that Seyboth said is “heavily flawed and hurting profitability.”
With MSPcomplete, partners can view and delegate tasks, aligning the work to the appropriate person or team at every step of the process, according to BitTitan’s website. The platform allows partners to organize teams based on skill-level and responsibility, ensuring that MSPs aren’t wasting valuable resources by having highly-skilled engineers do menial tasks.
The launch comes as BitTitan is celebrating its tenth year in business, a milestone BitTitan CEO Geeman Yip recently reflected on with Talkin’ Cloud.
“It’s amazing, I feel very fortunate,” Yip told us earlier this year. “Fifty percent is hard work and 50 percent is pure luck.”