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Why 80-90% of AI projects are failing... or not...
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Evolved Management
Join the 2000+ IT services people that enjoy my weekly newsletter. No Fluff, all good stuff! Industry insights, leadership thoughts, practical advice to help you.
Hey Reader! Your tier 1 team isn't slow. They're stuck. Here's the pattern I see in too many MSPs: Tier 1 gets a complex ticket. They spend 2-3 hours searching for solutions. They try fixes that don't work. Finally, they escalate after burning half the day. Tier 2 solves it in 15 minutes. The real problem isn't skill level. It's the lack of clear escalation boundaries. Use the 30-minute rule. Set a hard 30-minute limit for tier 1 troubleshooting. After 30 minutes, automatic escalation. No...
Hey Reader! Big news!!! Opsleader has a new website. The old site(s) were thrown together and didn't give a professional representation of the group. I've fixed that now. The new site looks great and does a much better job of communicating the value of the group. What is the value of the group? Helping MSP owners and managers move from reactive chaos to structured operations. The tools, the systems, and the support required to be the most effective and respected MSP manager your staff has...
Hey Reader, have you started using AI for your help desk yet? I am shocked by how few MSPs have even started using AI platforms for dispatch and ticket management. The tools in the market are very capable, and I encourage you to road test a few in the coming months in order to implement something. I had Matt Tougas, CEO of Mizo, on my podcast recently to talk about his experience building their AI help desk software for their own MSP. Like many tools in the MSP indutsry they saw an...