Using Reporting to Optimize Small Business IT Delivery

Large enterprises often have extensive reporting and review processes, but at P&L Technology, we’ve found reporting to be just as critical for the small business to optimize their IT delivery as well. 

All of our clients at P&L Technology receive a monthly report emailed to our primary contact that contains a wealth of information. 

The report starts out with a complete detail on current open work requests.  Provided information includes which technician the request is assigned to, the end user who made the request, and the status of the current request.  This paragraph helps our primary contact know what is currently open and also if we are waiting on one of their end users to respond, which is often the case.

The next section details the most active end users who have placed service requests.  This piece of information can be valuable to help spot employees that experience a higher level of issues than others.  A review of this graph can often spot outliers and generate questions such as “Does this employee have the right equipment to be productive” to “Does this employee need additional training to do their jobs right”.    In the same category is a separate graph that shows requests in the last month for the entire company sorted by issue.  If 75% of the service requests are around one particular application, that can be another indication of questions that need to be asked around why that particular application has been so troublesome. 

The next paragraph includes information on the servers that the company employs.  Listed information include a complete inventory including Make, Model, Serial Number, and Operating System version as well as the used amount of disk space the server has remaining.  This is especially useful as our clients will understand as they watch their server storage fill up over a period of months that a possible deleting or archive may need to take place, or, additional server storage may need to be purchased.

A new piece of information we just recently added for those clients that subscribe to our “Managed Antivirus” service is a list of the virus and spyware problems that were automatically removed from their systems.  We recently on boarded a new client, and they were shocked to see their first report that showed how many actual spyware and malware instances we were able to clean from their systems.  These were problems they had been dealing with for some time before we were able to help. 

By spending just 10 minutes a month with IT reporting and taking action on the findings, we often find we can be very effective in helping our clients further optimize their IT delivery. 

written by: Drew Embury - 1/02/2014