t h e c o d e o f t h e i t k n i g h t h o w t o b e a n e f f e c t i v e d e f e n d e r

o f t h e r e a l m f o r y o u r c l i e n t s

E N T E R E B O O K

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T h E K N i g h T ’ s c O d E i s a l i v E a N d w E l l a m O N g T O d a y ’ s m O s T s u c c E s s f u l m s P s : T h E d E f E N d E R s O f T h E i T R E a l m .

Some say chivalry is dead — the code of honor followed by knights of yore as they protected their kingdoms.

We know better.

Introduction

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Before picking up your sword and shield, it’s important to get acquainted with the three core principles of the IT knight’s code:

IT professionals who embed these principles into their practice are more likely to keep their clients satisfied — and experience stronger business success.

The oath of the IT knight

Be ready to act

1arm thyself with the right tools

2cherish the shield as much as the sword

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As an IT knight, I shall remain gallant

when flooded by phone calls, emails

and support requests. I resolve to slay

the technological glitches and gremlins

that thwart those under my protection

— and to do so swiftly, as my quest

is never-ending.

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B E R E a d y T O a c T

IT knights are sworn to perform their duties. This requires unwavering dedication, thoroughness and a readiness to take up arms at a moment’s notice. When things are working, the customer doesn’t need you. When things go wrong, they need you immediately. Be ever ready to don your armor, equip your weapons, hop on your steed and ride off to save the day.

But how do you know when you’re needed? The right technologies will alert you the moment your skills and bravery are required. These solutions provide constant awareness of your clients’ needs while consuming minimal energy, showing customers you are on guard and ready to act.

The IT knight’s code

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B E R E a d y T O a c T

To work effectively, IT support knights need a communications network to keep them aware of all things. By allowing customers to reach you immediately, you become an ally they can turn to whenever they need. Make full use of:

By having your icon in every user’s windows® systray, you give them convenient, one-click

access to support—and they can keep working while they wait for you to become available.

SySTray requeSTS

web-based support is ideal for less tech-savvy

users. Plus, they can use your website to

request support from a device other than the

one that’s having problems, helping

them stay productive.

Web SupporT

as many users prefer the more traditional approach, make sure

you’re still able to respond quickly by

phone or email when needed.

eMail+ phone

with a desktop-based chat application,

users can succinctly and directly describe

their problem, no small talk needed — allowing you to respond faster and more effectively.

chat also allows you to support several users

simultaneously.

deSkTop- baSedchaT

The IT knight’s code

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a R m T h y s E l f w i T h T h E R i g h T T O O l s

To succeed in battle, knights need the right equipment: a weapon to strike with, a horse to ride into combat, a shield to block enemy attacks or a dragon’s fiery breath.

Without the proper kit, the knight’s task is a lot more difficult than necessary or, worse, futile.

The IT knight’s code

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a R m T h y s E l f w i T h T h E R i g h T T O O l s

Likewise, the IT knight needs the right tools to tackle support issues quickly:

inTelligenTTickeTing

reMoTe conTrol

reMoTe SupporT

Efficient strategies are key to a knight’s success. With a system that automatically manages incoming requests, you spend less time sifting through emails and more time supporting your clients.

many times a direct attack is fastest. remote control is often the go-to tool for providing fast secure support and it should allow you to connect to customers’ systems quickly every time.

shield your tactics. rather than taking control of a customer’s device and revealing your every action, remote support allows users to keep working so they’re oblivious to what you’re doing behind the scenes.

The IT knight’s code

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c h E R i s h T h E s h i E l d a s m u c h a s T h E s w O R d

Well trained in the use of various weapons, knights are skilled warriors. To live to see another battle, however, knights must also be adept defenders. The shield is just as important as the sword.

In IT, the best defense is knowledge — specifically, how you use your data to prove the value of the services you deliver.

Key to defending is a mindset of continuous improvement. As you can’t improve what you don’t measure, you first need a solution to record and report on session times, chat transcripts and other important indicators.

With this data in hand, you can focus in on areas for improvement. These stats also allow you to stand your ground against unsatisfied clients who accuse you of being slow or unresponsive — and then redirect the conversation to remind them of the improvements you’ve made to their IT environment.

It’s important that your data is presented in an easily accessible and digestible way. You have little time to convince an irate customer, so you must have knowledge readily available at all times.

The IT knight’s code

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Embrace your iT knighthood

i f y O u a s P i R E T O E x c E l i N T h E O R d E R O f T h E i T K N i g h T s , R E m E m B E R T h E s E T a c T i c s a N d y O u w i l l d O w E l l :

• Give your clients a number of quick and easy ways to contact you

• Emphasize accessibility, availability and responsiveness

• Build credibility with your clients by delivering consistent, high-quality support

• Never stop learning and improving

• Keep record of your value — and be prepared to defend that value when necessary

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Even veteran support knights need help sometimes. If you’re looking for a great IT support arsenal, consider SolarWinds MSp as your toolsmith of choice.

Find remote desktop support software – www.mspanywhere.com

Cloud-based ticket management – www.mspmanager.com

Join the ranks of over 40,000 IT knights supporting millions of businesses around the world.

gear up

SolarWinds MSP empowers MSPs of every size and scale worldwide to create highly efficient and profitable businesses that drive a measurable competitive advantage. Integrated solutions including automation, security, and network and service management—both on-premises and in the cloud, backed by actionable data insights, help MSPs get the job done easier and faster.

SolarWinds MSP helps MSPs focus on what matters most—meeting their SLAs and creating a profitable business.

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