TAG Solutions Managed Services Onboarding Process Outline
TAG Solutions has established a methodology for onboarding new managed services customers ensuring complete and consistent results. The onboarding process includes the following steps:
- N-able Deployment
TAG solutions will deploy N-able to all server and workstation. N-able is the tool TAG Solutions uses to manage all server and workstation devices. It allows TAG Solutions to remotely manage devices, provide information on devices, monitor devices for potential service issues and alerts the helpdesk when issues occur. It provides additional capabilities such as Windows and 3rd party software updates and Antivirus functionality.
- Monitoring Configuration
TAG Solutions will configure both proactive and reactive monitoring of systems including Windows and major application services, Up/Down for connections and interfaces, capacity planning thresholds and backup job completion status.
- Windows Update Configuration
TAG Solutions will configure Windows updates for servers and workstations through either WSUS or the N-able platform.
- Antivirus Deployment
TAG Solutions will deploy Bit Defender Antivirus through the N-able platform to all servers and workstations. Bit Defender will provide updates automatically to all registered devices.
- Network Assessment
TAG Solutions will perform a detailed network assessment using both automated tools and manual processes to identify potential issues in the environment, establish a technology baseline for the environment and compare to industry best practices. Upon completion of the network assessment TAG Solutions will provide a result and recommendations document. It will also provide valuable input to the consultative workshops.
TAG Solutions will perform an inventory of devices and input the inventory items into Autotask. This allows TAG Solutions to track device history, device age and plan for renewals or strategic replacement.
- Customer Service Portal Access
TAG Solutions will provide customer representatives access to the Customer Service Portal through Autotask. This allows customers to submit support tickets online, monitor status of existing support tickets and update support tickets.
- Customer Documentation Portal
TAG Solutions documents the customer environment throughout the onboarding process. Information such as network diagrams, system and network details and access controls are all documented in a secure documentation portal within TAG Solutions. This provides the ability for any TAG Solutions engineer to support the environment effectively.
- Internal Knowledge Transfer
TAG Solutions will hold an internal meeting with helpdesk engineers to launch the support of your environment. Information gathered through the onboarding process is shared with the helpdesk to facilitate world class helpdesk support.