CONSULTING FOR BUYERS OF IT SERVICES
Get a clearer picture of the IT services you're paying for.
DeductiveLab helps IT leaders evaluate the performance of managed service providers (MSPs) and IT support teams through ticket analysis, troubleshooting process reviews, and practical improvement plans.
Fictional tickets
Recurring printing incidents at one site
DEMO-101
Printing resumed after a restart. No cause recorded.
DEMO-108
Same printing symptom, same site, later in the month.
DEMO-117
Symptom recurred. Closure again records a restart.
Was the restart a workaround or a corrective action?
QUESTION FOR THE PROVIDER
Recognize these service challenges?
BUYER CONCERNS
The same problems keep returning
Tickets close, but users experience the same disruption again. You need to understand whether the resolution addressed the fault or restored service temporarily.
The report looks better than the service feels
Your provider reports service level agreement (SLA) compliance, while users continue to experience unreliable support. You need to connect the reported numbers to the underlying incident history.
More resources are requested without clear evidence
Your provider asks for more staff or additional spending. You need to understand the workload, repeat work, and process constraints behind the request.
The next vendor review needs specific commitments
You need evidence, clear questions, and measurable improvement actions before a quarterly business review (QBR) or renewal conversation.
Evidence for your next service decision
CONSULTING SERVICES
HOW AN ENGAGEMENT WORKS
From service records to an improvement plan
Define the decision.
STEP 1
Identify the service concern, provider arrangement, and upcoming review, budget, or renewal milestone.​
Review the evidence.
STEP 2
Examine available ticket data, selected incident histories, and relevant service commitments.
Explain the findings.
STEP 3
Separate documented patterns from questions that need further evidence.
Agree on the next actions.
STEP 4
Establish practical improvement priorities and measures for follow-up.
METHODOLOGY
Look at how the fault was identified
A CLOSED TICKET TELLS YOU
Closing a ticket tells you that work ended. The troubleshooting record shows how the provider narrowed the problem, tested the remaining suspects, and supported the resolution.
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DeductiveLab uses deduction followed by isolation to review this reasoning. That gives you a concrete basis for discussing diagnostic quality with your provider.
How the provider narrowed the problem
THE TROUBLESHOOTING RECORD SHOWS
How the remaining suspects were tested
What supported the resolution
IT Service Quality Assessment
Executive Summary
Priority findings and the decisions they affect
Scope and data coverage
Records reviewed, exclusions, and limits
Provider questions
Tied to specific ticket references
Improvement Plan
Actions, owners, and follow-up measures
SAMPLE DELIVERABLE
See what an assessment gives you
An assessment connects service patterns to specific records, explains the limits of the available data, and identifies questions and actions for your next provider review.
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View an illustrative assessment with recurring incident examples, documentation findings, and an improvement tracker.
ABOUT NOEL
Practical experience on your side of the table
Noel Temena brings more than 30 years of enterprise IT operations experience, including Fortune 500 environments. As a practicing IT manager, he understands the responsibility of managing service providers, explaining service problems to leadership, and making budget decisions.
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His consulting translates troubleshooting evidence into questions, priorities, and actions IT buyers can use.
FREE TROUBLESHOOTING PROFILE KIT
Which product keeps landing on your best troubleshooter's desk?
Enter the product name and your email address. You can also add one recurring issue. We’ll email you the kit.
YOU RECEIVE
A ready-to-run team drill, with facilitator instructions and a reasoning rubric
A product-focused deduction and isolation guide
An interview worksheet with questions and indicators of strong reasoning