TEN. The TOP. IT Support Best Practices. AMA Networks presents the. m a ne t w ork s. c om

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1 AMA Networks presents the The TOP TEN IT Support Best Practices AMA Networks, based in San Diego, has been helping small and medium sized businesses to manage their IT since The goal of our Managed IT Services is to continually monitor your system performance, capacity and usage. We manage your IT with industry best practices. Proactive support allows us to minimize the threats of failure long before they occur. With Professional Services, we can assist you with your IT moves, upgrades, and projects to meet your goals and budget. AMA Networks Professional and Managed services will work with you to make the best technology choices. We will analyze your technology and show you how to capitalize on IT and deliver those cost savings to you. We are here to help you manage your IT! m a ne t w ork s. c om

2 San Diego s premier IT solutions provider

3 3 Discover today why we are San Diego s premier choice for IT services! AMA Networks, based in San Diego, has been helping small and medium sized businesses to manage their IT since Our IT Support and IT Service platform can help align your Information Technology (IT) needs with your business goals and objectives. In addition to our Professional IT Support and Services, we offer Managed Services, Cloud Services, IT Consulting, daily system maintenance all the way to more complex engineering projects. Our goal is to allow you to focus on your core business and leave the it stuff to your trusted team of experts. Our experienced team of IT Engineers will work with you to set the goals to help you change, understand, and clearly define your IT needs to work for your environment and deliver the top services and quality. Whether you employ full time IT staff yourself, or you outsource your IT needs to our professionals, AMA Networks will work with you to develop a plan that solves immediate problems, offers you a map towards the future, and fits into your budget.

4 CEO S STATEMENT San Diego s premier IT services provider.

5 5 Amir Hadziosmanovic CEO STATEMENT It brings me great pleasure to welcome you to AMA Networks! To our existing clients and all of you, out future clients, I d like to say Thank You for your confidence and support. The opportunity all of you have given me and AMA Networks to bring you the best and latest in IT, to help with all of your IT needs, no matter how small or large, has been fantastic. I have had the honor and pleasure of working with some of the great and innovative people, be part of the San Diego IT community, and with all of us working together we can empower our most valuable asset, our customers, with innovative IT Solutions, IT Service and IT Support. Here at AMA Networks my personal goal is to really focus on understanding our client needs and addressing those needs and problems. By increasing our client insight, we will be able to develop new products that solve these needs and problems. While AMA Networks and other companies in our ever evolving industry adapt to essential shifts in the today s IT market, our culture, our people and our hunger to bring you the latest and greatest, cutting edge, in IT will remain solid. We care deeply about our people and our clients. Earlier this year we began to implement our three year plan. This plan will show our intent to stay current and on cutting edge of IT, on course of sustainable growth, and we intend to keep creating value in a positive way. This approach is not just a moral imperative for AMA Networks. It is what makes AMA Networks a Premier San Diego IT Service and Support company and a key business differentiator. We know that how we run our business is just as important to you, our valued customers, as the innovative products we deliver to you. One of our most important company assets is our Core Values. It is what makes us different and it is what we strive to bring to you, to every job, and out day to day duties. All of us at AMA Networks are motivated and personally inspired to help you understand what an IT Service provider can do for you, not what you can do for us. We remain committed to ethical business practice and cultivating a supportive, productive work environment. We will continue to be good neighbors in our community, engage with you in your ideas, we shall remain open and honest and we shall ensure that all of us, and our vendors and suppliers, meet and attain the same high level of expectations we hold ourselves accountable to.

6 AMA NETWORKS Focused on creating IT Support Best Practice. What is IT Support Best Practice and why should you or your business care. It is important that IT Support Companies put into practice and pursue IT Best Practice guidelines to ensure that technical support and maintenance are seamless and effective. IT Support Engineers more often than not do not require a guide to walk them through actual installation, support and maintenance of a network or computing systems. Nevertheless, by creating and following a standardized set of best practice guidelines, AMA Networks San Diego IT Support can identify how your network is set up, what type of hardware you use, and provide a solution. One of the most important parts of a welldesigned best practice guide for IT Support services is documenting the makeup of IT systems. This means ensuring that there is complete information about any organizations that an IT service provides support for. Technicians should easily be able to find out about network topology, security systems in place and installed software. Doing so ensures that IT support technician can easily make repairs and do maintenance for a client. While setting up this type of all-inclusive database or documentation for an organization can take some time up front, it is simple to maintain once put in place. in addition, this type of documentation can save technicians an enormous amount of time looking for hardware, software licenses and understanding the makeup of networks. Best practice guidelines can reduce redundancy in support and maintenance and streamline these processes. Keeping records of support and completed maintenance ensures that they are done in a timely manner and that tasks are not repeated by different technicians.

7 7 Making the switch. Best practice guidelines should also certify that information related to IT support and maintenance is documented. This means that everything from hardware inventory, to software license subscriptions and renewals to security settings and changes will need to be recorded. This means that hardware should have physical labels, and that server racks are arranged and labelled neatly. By employing best practice guidelines, AMA Networks IT Support Services can ensure that their support is streamlined and that systems are properly maintained. It is also important that automated services are verified and checked on a regular basis. While many server and security scans are automated, it is essential to guarantee that they are still running and that issues are automatically being addressed. It is critical that data backup and recovery systems are regularly checked to verify that backups are occurring on schedule and successfully. If a hard drive fails and no one has checked on the backups because it was an automated system, the data is often unrecoverable.

8 So let us take a look at some of those reasons should care about IT Support Best Practice: Reason#1 Positive Attitude Enter into every IT Support case with a positive attitude, and the end result on providing the best IT Support Solution for the customer, and everyone will benefit. It leads to a higher level of customer satisfaction, improves company image, and it will allow teams to be more responsive and improve our productivity. IT Support Best Practices doesn t just mean some good ideas you may want to try, these are proven success procedures that have evolved through the input of private and public companies.

9 why your business 9 Reason#2 First Contact Resolution (FCR) IT Support should utilize all of their available internal and external resources (team members, training, tools, documentation, past incidents, etc.) to make easy solving our customers issue on the first contact. If you don t know the answer find out by performing research or asking someone - the collection of learning in the process will better prepare you for the next time this issue is reported.

10 10 Reason#3 Just Solutions Research issues in depth and only escalate when you have exhausted all avenues to resolve through available internal and external resources. Never assume you know the details of the customer issue/ request without seeking to understand. Asking the right questions and actively listening will give you the tools necessary to provide a solution, not just provide a temporary fix, or a band-aid! IT Support Best Practices often incorporate automated processes.

11 Reason#4 Team Work 11 Empowering the IT Support Team to make front-line decisions and coordinate IT Support Best Practice processes is the only way IT Support can survive and thrive in today s ever demanding role as the IT Support single point of contact for all customer issues and requests.

12 12 Reason#5 Be your Customer Advocate You represent, you are, you always will be the voice of the customer. To an IT Support Engineer that means the customer trusts you to represent them and their issue/request to the other IT Support teams, coordinate timely resolutions and eradicate reoccurring issues.

13 Reason#6 Total Ownership 13 Built upon the principle that the IT Support will continue to address customer s issue/request, from start to finish, and follow up until the issue or question is resolved to the customer s satisfaction. The IT Support team must thoroughly and diligently follow-up on all of their un-resolved tickets (especially the ones not recently statuses), no matter who is currently assigned to work on it.

14 14 Reason#7 Quality Ticket Documentation Research, diagnose, prioritize and document thoroughly all the communication, findings, processes and end solutions (it did not happen if it s not documented in the ticket). Always ask yourself - If I was a customer and I was being sent these instructions to perform myself - would I have the right instructions and information to resolve the issue, or begin resolving the issue from the last troubleshooting step attempted by my IT Support Engineer?

15 15 Reason#8 Be Proactive Spotting trends, related issues, reoccurring issues and working to ensure that all IT Support Engineers have the necessary tools and training to minimize business impact. Communicate appropriately and work to learn from the situation. Provide assistance in bringing visibility to the issue and its impact and what we, as IT Support Engineers, need to do to identify the root cause and long-term resolution - eliminating the reoccurrence of these problems. IT Support Best Practices is continual service improvement.

16 16 Reason#9 Solve the problem first Always solve the customer problem first! Then if there is time, you can address the technical or policy issues. Ask yourself - who is the customer, what are they trying to do, what can t they do and how critical is it in terms of productivity, impact, business continuity, mission critical services and then document everything in the ticket.

17 Reason#10 Fun Having fun is the answer part of successful IT Support Teams. It is up to all of us to make our environment and IT Support culture a place that is supportive, respectful, hard-working, focused & fun. Fun will be much more fun when all of us agree that we have earned and deserve it. 17

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