Maturing Services Processes: We’re Sharing the Secret

So many experts in the IT industry have advice. Lots of advice. But so often, they throw out a lot of numbers and theories and phases such as: Improve your KPIs. But how do you really improve your metrics? We will dive deep into how to take the next step in maturing your MSP—regardless of where you stand now.

  • Seriously, what are KPIs and why do I care?
  • Can’t manage what you can’t measure
  • Assessing where you stand
  • The role of documentation
  • Why you need templates and standardization
  • Baby steps—where to start

About Javid Khan

As CTO of a Master MSP, Javid Khan spends his days (and occasionally nights and weekends) making sure customers are happy. But often than not, he is leading a team of 200-plus service experts, creating the policies, documentation, workflow, and training needed to meet industry-standard and higher SLAs, ensure customer expectations are surpassed, and hold a global services organization accountable for seamless technology support.

Javid joined IT By Design almost 13 years ago, working through several roles, learning along the way. He’s developed a deep expertise in services delivery alongside technology savviness when it comes to keeping a global business operating smoothly, with collaboration and security held to the highest standard.

Before joining IT By Design, Javid was an IT manager. He earned his bachelor of arts in Pre-Medicine/Pre-Medical Studies from Saint John’s University. Javid lives in New York with his wife and two sons.

Invite Javid to be a speaker by contacting Gennifer Biggs, IT By Design, genn.biggs@itbd.net  (814) 449-2676