Defining Response and Resolution Times
Managed Services Providers (MSPs) are pivotal in empowering staff productivity and ensuring seamless business operations. When IT issues arise, and support is required, time is of the essence.
- Response Time:
This refers to the duration from the receipt of a support ticket until an IT support staff member has triaged the issue and determined an appropriate next course of action. This measure of Response Time is entirely determined by a Managed Services Provider and is dependent upon their processes and capacity.
- Resolution Times:
Resolution Time, on the other hand, refers to the duration of time between initiating a support request and successfully resolving the issue. This includes the time taken to diagnose, troubleshoot, and implement the necessary resolution or workarounds. Many factors, including the underlying technology, the complexity of the problem, client availability and preferences, the expertise of the support team, and the availability of required resources, influence Resolution Times.
- Best in Class Resolution Time:
hen it comes to resolution, top-tier providers strive to resolve most issues in less than 8 hours and have robust strategies in place to facilitate this without compromising the quality of the solution. That said, it's important to remember that resolution times are not entirely within the MSP's control, and the nature and complexity of the issue have a massive impact on resolution times.
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When a threat is detected, our security operations center team acts immediately to contain and neutralize it. Our rapid response minimizes the impact on your business, protecting your critical assets and maintaining business continuity.
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Information Technology Infrastructure Library
Incident Identification
The incident (ITIL refers to issues as Incidents) is either reported by end-users or by monitoring and management systems.
Incident Logging
Once an issue is identified, it must be logged in an Incident Management system (aka, ticketing system), including details such as the date and time of the incident, a description of the issue, the impacted service(s), and any relevant user or system information.
Categorization and Prioritization
The incident is categorized based on predefined categories (e.g., hardware, software, network) and is assigned a priority level. Priority levels are typically defined by impact and urgency, helping IT staff determine the order in which incidents should be addressed.
Initial Diagnosis
The IT support team conducts an initial diagnosis of the incident to determine the root cause and potential resolution. This may involve using knowledge bases, assessing monitoring data, reviewing historical incident data, and other diagnostic tools.
Incident Escalation
If the initial diagnosis does not lead to a quick resolution or if the incident falls outside the expertise of the initial support staff, it may be escalated to higher-level support teams or subject matter experts.
Resolution and Workaround
The primary goal is to resolve the incident quickly. If a known solution is available, it is applied. If not, IT staff may implement a workaround to restore service temporarily while further investigation continues.
Incident Closure
Once the incident is resolved, it is formally closed. This involves documenting the resolution steps taken and verifying that the issue is resolved to the user's satisfaction.