Operational Diagnostic Review

If you know you have needs or problems and aren't sure where to start, you may benefit from a Operational Diagnostic Review.

We learn about your problem(s) by interviewing you and your other designees, identify potential root causes, and outline remedies for the most likely causes. The core output will be a set of recommendations that may include prospective solutions or further analysis. A diagnostic review is typically structured with a defined period for information gathering, and follow-up steps to review and discuss recommendations.

This need typically arises either when your business is embarking on a growth plan or other new business initiative, and you need to figure out how to develop your back-office systems and processes. Or when you have a pretty good idea of what your operation needs are, but need a blueprint to actually put them in place. 

The core output will be a series of recommendations to meet your goals, along with priorities, KPIs, resource requirements and prospective timelines and budgets. Depending on how clearly the goals are known, this type of project may be structured based on goals, or based on the amount of time to be committed. A large consulting project is typically structured in phases.

For MSPs, these needs typically arise in one of two contexts. One is that you need to meet a specific compliance requirement such as CMMC, HIPPA, SOC2, HECVAT or ISO 27001. The other is that you are preparing for and M&A and want to perform operations diligence on a target. Or you are the prospective target, you want to be sure that your operation will meet upcoming diligence requirements.

An operations assessment is performed by interviewing key team members, reviewing documentation on policies and practices, and assessing evidence. Our Principal Consultant is a CISSP (Certified Information Systems Security Professional) so is well qualified for the security component of this task. The principal output is a gaps analysis, together with recommendations on the priority and approach to addressing the gaps.

Sometimes the challenge isn't identifying what needs to change—it's making the change happen.

We help MSPs design, implement and embed new operational processes that improve efficiency, consistency and profitability. Whether implementing new service desk workflows, technician utilization models, KPI dashboards, PSA processes, documentation standards or AI-enabled automation, we work alongside your team to ensure new processes are successfully adopted.

Typical implementation engagements include:

• Service desk workflow redesign

• ConnectWise PSA optimization

• KPI and reporting implementation

• Documentation standards

• AI workflow deployment

• Operational playbooks

• Change management

• Staff training

The goal is not simply to recommend improvements, but to ensure they become part of your everyday operation.