Operational Diagnostic Review

If you know you have needs or problems and aren't sure where to start, you may benefit from an 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 created to actually put them in place. 

The core output of an Operations Consulting engagement will be a series of recommendations to meet your goals, along with priorities, KPIs, resource requirements and prospective timelines and budgets. This type of project can be structured based on a pre-determined number of consulting hours. Alternatively, if the rpoject goals are clearly known at the outset it can be quoted on a fixed price basis. 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, HIPAA, SOC2, HECVAT or ISO 27001. The other is that you are preparing for an aquisition 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 & Founder is a CISSP (Certified Information Systems Security Professional) so is well qualified for the security component of this task. The core output of an assessment 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. The goal is not simply to recommend improvements, but to ensure they become part of your everyday operation. We work alongside your team to ensure new processes are successfully adopted, and to measure their success over time.

Typical implementation engagements include:

• Service desk workflow redesign
• ConnectWise PSA optimization
• KPI and reporting implementation
• Documentation standards
• AI workflow deployment
• Operational playbooks
• Change management