Bring your processes to life with Unified Runbooks

The Challenge: Drowning in a Sea of Tickets

Whether you’re an MSP or an internal IT team, you probably face a daily deluge of support tickets. This constant influx of requests strains resources, impacts service quality, and hinders growth. Many of these are recurring issues that experienced technicians can solve with their eyes closed:

• Client or employee onboarding and offboarding

• Password resets and account lockouts

• System performance optimization

• Blue Screen of Death (BSOD) troubleshooting

• Email configuration and problem-solving

While these tasks are familiar, they consume valuable time that could be better spent on complex issues, maintenance, or strategic IT initiatives.

The Power of Standardization

By identifying patterns in ticket data, IT teams can develop Standard Operating Procedures (SOPs) that:

• Streamline response processes

• Ensure consistency in service delivery

• Facilitate knowledge transfer within the team

• Pave the way for automation

Standardizing processes for common issues can significantly reduce resolution times, improve service quality, and free up technicians to focus on more complex, high-value tasks.

From Static SOPs to Dynamic Workflows: The Automation Imperative

While SOPs provide a solid foundation for efficiency, they remain static checklists without automation - essentially glorified Excel sheets. The true power of SOPs is unlocked through automation, transforming them into dynamic, actionable workflows.

Introducing Unified Runbooks: Your New Operational Edge

Enter SuperOps’ Unified Runbooks – a revolutionary feature designed to take automation to the next level. This innovative feature integrates seamlessly with all the PSA and RMM functionalities, allowing technicians to execute tasks directly from within a ticket.

The Power of Unified Runbooks

Imagine working on a ticket and having access to:

• A comprehensive checklist of required actions

• The ability to create and assign tasks

• One-click access to relevant IT documentation

• The capability to run scripts on associated assets

• A streamlined approval initiation process

• Custom automation triggers

All of this, without ever leaving the ticket interface.

Features That Make a Difference

• Task Assignment: Create individual or grouped tasks using pre-defined templates.

• Script Execution: Run OS-specific scripts with dynamic variable mapping.

• IT Documentation Access: Instantly retrieve relevant guides.

• Communication Tools: Send replies and initiate side conversations seamlessly.

• Approval Requests: Configure and send stakeholder approvals effortlessly.

• Ticket Field Updates: Pre-fill or prompt for values dynamically.

• Note and Worklog Integration: Document actions and time spent directly in tickets.

Auto Actions: Taking Automation Further

Auto Actions takes SOP automation to new heights:

• Automatically assign tasks or groups of tasks

• Send pre-configured client or internal team responses

• Set ticket field values without manual input

• Add internal notes and work logs automatically

The result? Improved accuracy, real-time feedback, and truly seamless execution of routine tasks.

The Value of Automation: Unlocking Efficiency and Growth

By implementing SOPs and automation through Unified Runbooks, MSPs and IT teams can achieve significant gains:

• Time Savings: Unlock over 26 additional productive hours per month for each technician.

• Improved Satisfaction: Faster resolution times lead to happier clients or employees and potentially higher retention rates.

• Enhanced Service Quality: Automated processes ensure consistency in service delivery, reducing errors and improving overall quality.

• Increased Scalability: Handle growth more effectively without a linear increase in staffing needs.

• Competitive Advantage: For MSPs, faster and more efficient service delivery can set you apart in a crowded market. For internal IT teams, it showcases their value and boosts operational efficiency across the organization.

Benefits Across the Board

For Technicians:

• Execute tasks seamlessly without tab-hopping

• Access checklists, assign tasks, run scripts, and update tickets in one place

• Refer to IT documentation with a single click

• Streamline communication with pre-configured templates

For Managers:

• Visualize task dependencies

• Track progress in real-time

• Manage approvals efficiently

• Ensure compliance with standardized processes

For Business Owners and IT Directors:

• Increase operational efficiency

• Streamline processes for cost savings

• Reallocate resources to higher-value activities

The Bottom Line

SuperOps’ Unified Runbooks redefine efficiency for MSPs and IT teams. By consolidating all necessary actions and information within the ticket interface, technicians can focus on what truly matters – solving problems and delivering exceptional service.

For organizations looking to achieve operational excellence, increase profitability, and set the stage for sustained growth, Unified Runbooks is not just a feature – it’s a game-changing solution that paves the way to success in the competitive world of IT service management.

Ready to bring your processes to life? Transform your SOPs into dynamic workflows with Unified Runbooks. Start your SuperOps trial today!