26 Mar 2019

Webinar: The IT team’s changing role and how they can succeed by doing less

New technologies, growing expectations and increasing security threats mean that your IT team have to do more, in less time, with resources that are becoming stretched ever-thinner.

According to our recent survey, 64% of IT professionals say time and budget is their biggest obstacle to achieving their strategic goals – the things that really matter to an organisation and that are going to drive not just their personal success, but the wider business’ too.

What if you could get back one day a week to focus on the bigger picture?

In this webinar, you will learn:

  • What the major pain-points are that are preventing the IT team in Australian organisations from achieving their strategic goals based on the findings from our recent survey – just 16% of survey participants said that IT were seen as ‘Strategic’
  • How operational models and support structures are evolving to support the IT team with both their day-to-day and strategic goals – 52% of respondents said that they now have an ‘Ongoing integrated operational model’ with their partners
  • The benefits of working with an evolved Managed Services Provider that can empower your end-users and help the IT team with their strategic goals – discover how you can cut ticket volumes by 21% overnight
  • How you can guarantee 100% accuracy on some of the most common tasks and reduce resolution times from 5 days to just 5 minutes – the future is automation.

Who should watch this webinar?

  • IT professionals who are looking to understand what the latest IT trends are, what they need to do to improve their role within their organisations, and how they can go about doing it
  • Business decision-makers who want to know how the role of IT is evolving, what else IT departments can bring to their organisations, and who want to understand how Managed Services Providers have evolved
  • Anyone with an interest in wider IT trends and how new technologies are shaping both business and people’s roles in modern organisations.

Questions and Answers

Q: How long does it take to transition over?
A: One of the great benefits of the way in which we manage our managed services is our onboarding process. We have a dedicated team of transition management that on-board our customers from their incumbent provider or internal IT team to Brennan IT. They’ve got a governance framework that has been developed over the last eight years in terms of its coordination, execution and delivery. Through what is usually a six-week process, we put in links into customer’s environments – we document their systems, shadow their staff, we put in place our agents so we can monitor their systems and once we get to the end of that process we jointly agree (between Brennan IT and the customer) to start service. The idea behind taking that conservative approach is that when you start with Brennan IT we want to land that customer green, such that the first experience that end-users have of Brennan IT is a really positive one. We do offer a streamlined process as well, whereby if the incumbent service provider has left with little or no notice, we absolutely step in and provide provisional support until our full transition team takes place – and that can be as little as seven days.

Q: What’s the criterion around when you would deploy on-site support?
A: There are two different methods – one is ad-hoc, so if a customer has an issue we attempt to resolve via the service desk. If we are unable to resolve via the service desk, we’ll deploy on-site support if that is going to be an effective way of troubleshooting and resolving the issue. The other aspect is that if a customer is of sufficient size, we know that the best way of delivering service to that customer is via an on-site service model, and that kicks in at about fifty users. That might be one, two days a week, or it might be full-time for customers of a sufficient size. If we’re talking about one-hundred users, it’s usually two and a half days a week; but if we’re talking about one-hundred and fifty to two hundred users, we’re talking about a full-time resource.

Q: How did Brennan IT achieve a 96% resolution SLA?
A: There were a myriad of different methods by which we achieved this. One was our diligence on problem management – ensuring any recurring issues we see happening across our entire environment are mitigated before they occur, and the second part of it is around instilling some additional focus and discipline around ticket management and practices – such that at an organisation level, a department level, at a team level, and at an individual level each person, each group, each department knew their targets for that particular resolution SLA. They knew what they needed to achieve in order to hit those targets over a period of time. We created individual team, and department dashboards so that at every level of the organisation it was incredibly apparent how we were going. We then reviewed that information as a management team twice a week, and that is still going to this day. This created what we call a ‘cadence of accountability’, whereby if you’re meeting with your peers and management twice a week on what we consider to be one of the most important aspects of service delivery which is resolution of issues, it is invariably going to increase performance over a period of time.

Watch the webinar and discover how you can reduce workloads, shrink costs, improve service, and find the time for your IT team to lead your organisation’s strategic initiatives once again.


This webinar is based on the findings of a survey commissioned by Brennan IT, analysing the IT departments role in organisations, how they’re seen by the wider business, as well as what their challenges and priorities are. You can download a copy of the survey report ‘The transforming role of IT in medium-sized Australian organisations’ now for free.