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Old ROI – Catalyst Technology Group
1) Helpdesk/IT Support Provided
Type of Support Provided Percentage(%)
Device/Equipment Requests
Error on screen
Instructions Needs
Microsoft Office 365 Support
Network Connectivity
Printer Issues
Password Resets
PC/Network Performance
Server Troubleshooting
Software Assistance
Training
Virus/Malware
VoIP Phone Tickets
Totals: 100%
2) Staffing Resources (Current or Desired)
Description Mon-Fri
Business Hours
Mon-Fri
After Hours
Weekends
Total Staff Head Count
employees
employees
employees
3) Service Levels Required
Support Hours Desired Start Time End Time
Weekdays
Weekends
Target Engage Time (Average Speed of Answer) Minutes
Business Hours
After Hours
4) Support Channels & Volume
Channel Percentage (%)
Email
%
Voice Calls
%
Web Chat
%
Web Portal
%
Totals: 100%
Average Tickets per Month:
Total # of Employees:
Total # of Locations
Average Time per Ticket(in minutes)
Percent of Tickets Resolved by Bot:
%
On-Call Issues Handled per Month:
5) Technologies Supported & Hourly Cost
Technologies Supported Hourly Cost Supported
Help Desk
$
Network Engineer
$
Systems Engineer
$
Microsoft Azure
$
Microsoft Office 365
$
Microsoft Windows 7/8/10
$
Microsoft Windows Server
$
Voice Engineer
$
6) Remote Management & Monitoring (RMM) Software Used
RMM Software Used  
NONE
Addigy
Atera
Autotask Endpoint Management
Auvik Networks
AVG Managed Workplace
CA Technologies UIM
Clearcenter
Comodo One RMM
Connectwise LabTech
Continuum
Kaseya
LogicMonitor
LogicNow Max Remote management
ManageEngine
Microsoft In Tune
NinjaMSP
Plusway MSP
SolarWinds N-able
Spiceworks
WhatsUp gold

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