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In this exclusive Learning Series session, our Director of Product Development, Brian Spanno, walks through: ✅ Key enhancements released in 2025 ✅ Beta features now available for testing ✅ What’s coming in early 2026 ✅ Real ways Quest® is helping clients resolve tickets faster, manage change, and reduce IT chaos 🚀 Featured Beta Capabilities: New Change Management workflows with built-in approvals Appointment scheduling right inside tickets Real-time Outages Dashboard Assets 2.0 for hardware lifecycle visibility and upgrade readiness 🧠 Coming Soon: AI Chatbot for faster triage Live Chat to reduce support lag Internal Learning Hub to onboard and empower users 📱 Don’t forget to download the Quest® mobile app and turn on notifications to stay ahead. 🌐 https://www.sourcepass.comhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Unlocking%20New%20Capabilities%20with%20Quest%20%7C%20Dec.%202025%20Update%20Webinar.mp42383nonoArtificialIntelligenceAutomationFeaturesProductivityToolsITServiceManagementQuestPlatformhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Video%20Background_Dark%20Blue%20Gradient%20Lights.mp4/medium.jpgVideo Background_Dark Blue Gradient LightsVideo Background_Dark Blue Gradient Lightshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Video%20Background_Dark%20Blue%20Gradient%20Lights.mp415nonohttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/QUEST/Our%20Ticket%20Board%20by%20Quest%C2%AE%2010%20Minute%20Demo.mp4/medium.jpgOur Ticket Board by Quest® 10 Minute DemoAre you struggling to manage your IT tickets effectively? In this video, we unveil the transformative capabilities of the Our Ticket Board feature within Quest by Sourcepass, designed to enhance your IT management experience. Key takeaways from this video include: - The advantages of integrating your ticketing system within Quest for a unified view of your IT operations. - How to navigate the Our Ticket Board, including creating and managing tickets seamlessly. - Actionable insights on filtering, updating, and tracking tickets to optimize your workflow. Discover how this feature eliminates the siloed experience of traditional ticketing systems, providing you with comprehensive visibility into both your internal tickets and those managed by SourcePass. Whether you need to create a new ticket, adjust priorities, or follow updates, the Our Ticket Board is built to scale with your organization, ensuring you stay in control as your IT landscape evolves. Join us to learn how Sourcepass empowers you to streamline your IT tasks and improve collaboration with your team, all while maintaining audit-ready reporting and real-time updates. 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cybersecurity monitoring. Managed SOC vs In-House SOC: The True Cost of Building Your Own Security Team Is it better to build your own Security Operations Center or outsource to a managed SOC provider? In this focused clip, Rob Villano, Principal Security Consultant at Sourcepass, explains the real investment required to build an internal SOC and why many organizations choose a managed SOC instead. From staffing three 24/7 shifts to retaining certified security analysts, this segment breaks down the operational, financial, and talent challenges of maintaining round-the-clock threat monitoring. What This Clip Covers • The true cost of building an internal SOC • Why 24/7/365 coverage requires multiple certified analysts • The staffing challenges of running three security shifts • Turnover risks and retraining costs • Why cybersecurity talent retention is difficult • How a managed SOC eliminates hiring and training burdens • How Sourcepass acts as an extension of your IT infrastructure • The value of continuous monitoring, management, and remediation Building an in-house SOC requires: ✔ Certified security professionals ✔ Multiple shifts for true 24/7 coverage ✔ Ongoing training and upskilling ✔ Retention planning to avoid turnover risk ✔ Significant long-term investment A managed SOC provider delivers those capabilities immediately, without the overhead of recruiting, training, and maintaining a full security operations staff. Who Should Watch • CIOs evaluating security strategy • IT Directors considering outsourcing security monitoring • Mid-market and enterprise leaders • Organizations struggling with cybersecurity staffing • Companies seeking 24/7 threat detection and response FAQs Is building an internal SOC expensive? Yes. You must hire multiple certified analysts to cover 24/7 shifts, provide benefits, manage retention, and continually train staff. How many people are needed for a 24/7 SOC? True round-the-clock coverage typically requires at least three shifts plus management and backup resources. What are the benefits of outsourcing SOC services? Lower cost, immediate access to expertise, 24/7 monitoring, reduced turnover risk, and enterprise-grade threat detection. Does a managed SOC replace my IT team? No. It acts as an extension of your infrastructure and enhances your internal capabilities. Learn More About Managed SOC Services Explore enterprise cybersecurity solutions from Sourcepass: https://www.sourcepass.comhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/Sourcepass%20Enterprise%20In-House%20vs.%20Managed%20SOC.mp485nonoInHouseSOCSecurityMonitoringSourcePassServicesManagedSOCCybersecuritySolutionshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Sourcepass%20Logo%202026%20Dark.svgSourcepass Logo 2026 DarkSourcepass Logo 2026 Darkhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Sourcepass%20Logo%202026%20White.svgSourcepass Logo 2026 WhiteSourcepass Logo 2026 Whitehttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/OLD%20AND%20OUTDATED/OLD%20FOLDERS/Icons%202024/linkedin-brands-solid.svglinkedin-brands-solidlinkedin-brands-solidhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Rounded%20Edge%20Graphics%20600x400px%20(6).pngRounded Edge Graphics 600x400px (6)Rounded Edge Graphics 600x400px 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Darkhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/youtube-brands-solid-full.svgyoutube-brands-solid-fullyoutube-brands-solid-fullhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Ransomware-Ready%20Backup%20Design%20for%20SMBs%20(1).pngRansomware-Ready Backup Design for SMBs (1)Ransomware-Ready Backup Design for SMBs (1)https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/SOC-ISO-Logos2-1.pngSOC-ISO-Logos2-1SOC-ISO-Logos2-1https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Award%20Logo%20(2).svgAward Logo (2)Award Logo (2)https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Ransomware-Ready%20Backup%20Design%20for%20SMBs.pngRansomware-Ready Backup Design for SMBsRansomware-Ready Backup Design for SMBs2026-10-05https://www.sourcepass.com/co-managed-it-serviceshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/INTRODUCTION%20TO%20SERVICE.mp4/medium.jpgIntroduction to Sourcepass Service | Managed ITDelivering an IT Experience Clients Love: Inside Sourcepass Service & Support Discover how Sourcepass delivers exceptional managed IT services through a people-first approach, innovative technology, and a commitment to operational excellence. In this behind-the-scenes conversation, David Malngoni, Director of Service Operations, and Jas Fernandez, Senior Director of Service, share how Sourcepass empowers organizations with responsive, strategic, and scalable IT support. This video explores how a modern Managed Service Provider (MSP) combines service delivery, AI-driven innovation, and strategic insight to enhance stability, security, and user experience. 🔍 What You’ll Learn How a tiered support model (Level 1, 2, and 3) ensures fast and effective issue resolution The key performance indicators (KPIs) that define IT service excellence, including CSAT, response time, and resolution time How service and strategy work together to drive long-term business value The role of AI-powered triage in improving efficiency and enhancing the human experience Why people, process, and communication are essential to delivering superior IT support The benefits of separating professional services from day-to-day IT support How Sourcepass builds trust through transparency, accountability, and proactive communication Real-world examples of complex technical challenges resolved through collaboration and expertise 💡 Key Takeaways Client-Centric Support: Dedicated teams provide tailored solutions and personalized service. AI-Enhanced Efficiency: Intelligent automation streamlines ticket routing and improves response times. Strategic IT Alignment: Service insights inform long-term planning, stability, and security improvements. Scalable IT Operations: A structured and tiered model supports organizations as they grow. Seamless Project Execution: Specialized professional services ensure successful implementations and smooth handoffs. 👥 Meet the Speakers David Malngoni Director of Service Operations, Sourcepass Jas Fernandez Senior Director of Service, Sourcepass 📞 Connect with Sourcepass Learn how Sourcepass can transform your IT experience with managed services, cybersecurity, and strategic guidance. 🔗 Learn more: https://www.sourcepass.com/ 📩 Speak with an expert: https://www.sourcepass.com/contact/https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/INTRODUCTION%20TO%20SERVICE.mp4552nonoITServiceDeliveryCustomerExperienceStrategicGuidanceClientSupportServiceOperationshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/What%20is%20Sourcepass%20Enterprise%3F.mp4/medium.jpgWhat is Sourcepass Enterprise?What is Sourcepass 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Managed SOC vs In-House SOC: The True Cost of Building Your Own Security Team Is it better to build your own Security Operations Center or outsource to a managed SOC provider? In this focused clip, Rob Villano, Principal Security Consultant at Sourcepass, explains the real investment required to build an internal SOC and why many organizations choose a managed SOC instead. From staffing three 24/7 shifts to retaining certified security analysts, this segment breaks down the operational, financial, and talent challenges of maintaining round-the-clock threat monitoring. What This Clip Covers • The true cost of building an internal SOC • Why 24/7/365 coverage requires multiple certified analysts • The staffing challenges of running three security shifts • Turnover risks and retraining costs • Why cybersecurity talent retention is difficult • How a managed SOC eliminates hiring and training burdens • How Sourcepass acts as an extension of your IT infrastructure • The value of continuous monitoring, management, and remediation Building an in-house SOC requires: ✔ Certified security professionals ✔ Multiple shifts for true 24/7 coverage ✔ Ongoing training and upskilling ✔ Retention planning to avoid turnover risk ✔ Significant long-term investment A managed SOC provider delivers those capabilities immediately, without the overhead of recruiting, training, and maintaining a full security operations staff. Who Should Watch • CIOs evaluating security strategy • IT Directors considering outsourcing security monitoring • Mid-market and enterprise leaders • Organizations struggling with cybersecurity staffing • Companies seeking 24/7 threat detection and response FAQs Is building an internal SOC expensive? Yes. You must hire multiple certified analysts to cover 24/7 shifts, provide benefits, manage retention, and continually train staff. How many people are needed for a 24/7 SOC? True round-the-clock coverage typically requires at least three shifts plus management and backup resources. What are the benefits of outsourcing SOC services? Lower cost, immediate access to expertise, 24/7 monitoring, reduced turnover risk, and enterprise-grade threat detection. Does a managed SOC replace my IT team? No. It acts as an extension of your infrastructure and enhances your internal capabilities. Learn More About Managed SOC Services Explore enterprise cybersecurity solutions from Sourcepass: https://www.sourcepass.comhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/Sourcepass%20Enterprise%20In-House%20vs.%20Managed%20SOC.mp485nonoInHouseSOCSecurityMonitoringSourcePassServicesManagedSOCCybersecuritySolutionshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/Sourcepass%20Enterprise%20%7C%20Key%20Considerations%20for%20Co-Managed%20IT%20Partner.mp4/medium.jpgSourcepass Enterprise | Key Considerations for Co-Managed IT PartnerSourcepass Enterprise | Key Considerations for Co-Managed IT Partnerhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/Sourcepass%20Enterprise%20%7C%20Key%20Considerations%20for%20Co-Managed%20IT%20Partner.mp457nonoCoManagedITServiceLevelAgreementSourcePassClientRequirementsManagedServiceProviderhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/An%20Introduction%20to%20Sourcepass%20Enterprise%20%7C%20Co-Managed%20IT%20&%20SOC.mp4/medium.jpgAn Introduction to Sourcepass Enterprise | Co-Managed IT and SOCManaged SOC Explained: How a 24/7 Security Operations Center Reduces Cyber Risk Cybersecurity is no longer just an IT problem. It is a business risk. In this webinar, Rob Villano, Principal Security Consultant, and Joe Aulicino, Account Executive, explain how a managed Security Operations Center (SOC) helps organizations detect threats faster, reduce dwell time, and strengthen their cybersecurity posture across on-prem and cloud environments. If you are evaluating managed SOC services, building a security strategy, or trying to determine whether to outsource your SOC, this session delivers practical guidance. What You’ll Learn • What a Security Operations Center (SOC) actually does • How SOC teams detect, respond to, and remediate cyber threats • What “dwell time” means and why reducing it matters • Managed SOC vs building an in-house SOC • The true cost of staffing a 24/7 security team • How a managed SOC enhances, not replaces, your internal IT team • What to look for in a SOC provider: SLAs, escalation paths, expertise • How SOCs reduce alert fatigue and filter signal from noise • Cloud monitoring and hybrid environment protection • How behavioral analytics detect zero-day threats • The role of threat intelligence feeds and SIEM correlation Key Takeaways A managed SOC provides: ✔ 24/7/365 monitoring ✔ Faster incident detection and response ✔ Reduced alert fatigue ✔ Expertise in incident response and containment ✔ Support for cloud and hybrid environments ✔ Behavioral detection for zero-day threats ✔ SLA-backed accountability Instead of hiring, training, and retaining multiple certified analysts across three shifts, organizations can partner with an experienced provider to gain immediate scale and expertise. Who This Is For • CIOs and CISOs • IT Directors and Security Leaders • Mid-market and enterprise organizations • Companies considering managed security services • Businesses looking to reduce cyber risk Frequently Asked Questions Answered in This Webinar What is a managed SOC? A managed Security Operations Center provides continuous monitoring, threat detection, incident response, and remediation services for organizations. What is dwell time in cybersecurity? Dwell time is the period between initial compromise and detection/response. Reducing dwell time limits damage and exposure. Does a managed SOC replace internal IT? No. It augments and enhances internal teams with scale, tools, and 24/7 coverage. How does a SOC detect zero-day threats? Through behavioral analytics, anomaly detection, threat intelligence feeds, and SIEM-based correlation rather than relying solely on signatures. Learn More About Sourcepass Explore enterprise cybersecurity and managed SOC services from Sourcepass: https://www.sourcepass.comhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/An%20Introduction%20to%20Sourcepass%20Enterprise%20%7C%20Co-Managed%20IT%20&%20SOC.mp4698nonoZeroDayThreatsBehavioralAnalysisSourcePassEnterpriseManagedSOCCybersecurityServiceshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/Sourcepass%20Enterprise%20%7C%20What%20is%20a%20SOC%3F.mp4/medium.jpgSourcepass Enterprise | What is a SOC?Sourcepass Enterprise | What is a 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This video explores how a modern Managed Service Provider (MSP) combines service delivery, AI-driven innovation, and strategic insight to enhance stability, security, and user experience. 🔍 What You’ll Learn How a tiered support model (Level 1, 2, and 3) ensures fast and effective issue resolution The key performance indicators (KPIs) that define IT service excellence, including CSAT, response time, and resolution time How service and strategy work together to drive long-term business value The role of AI-powered triage in improving efficiency and enhancing the human experience Why people, process, and communication are essential to delivering superior IT support The benefits of separating professional services from day-to-day IT support How Sourcepass builds trust through transparency, accountability, and proactive communication Real-world examples of complex technical challenges resolved through collaboration and expertise 💡 Key Takeaways Client-Centric Support: Dedicated teams provide tailored solutions and personalized service. AI-Enhanced Efficiency: Intelligent automation streamlines ticket routing and improves response times. Strategic IT Alignment: Service insights inform long-term planning, stability, and security improvements. Scalable IT Operations: A structured and tiered model supports organizations as they grow. 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In this video, we dive into the concept of agentic AI and how it differs from traditional automation methods. Key takeaways from this video include: - A clear definition of agentic AI and its autonomous decision-making capabilities. - The differences between agentic AI and robotic process automation (RPA), emphasizing the lack of decision-making in RPA. - Real-world examples illustrating how agentic AI can enhance existing workflows, allowing for smarter, context-aware actions based on incoming data. Join us as we explore how agentic AI can revolutionize your operational processes by integrating intelligent decision-making into your systems. Discover actionable insights on how to effectively leverage this technology to streamline workflows and improve efficiency in your organization. Don't miss this opportunity to stay ahead in the rapidly evolving landscape of technology and business.https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/CORE%20EXPLAINERS/Intro%20to%20Agentic%20AI%20and%20Robotic%20Process%20Automation%20%7C%20Sourcepass%20ROCaaS.mp4167nonoAgenticAIWorkflowAutomationIntelligentAutomationRoboticProcessAutomationAIIntegrationhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/july%20(4).pngjuly (4)july (4)https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Sourcepass%20Logo%202026%20White.svgSourcepass Logo 2026 WhiteSourcepass Logo 2026 Whitehttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/youtube-brands-solid-full.svgyoutube-brands-solid-fullyoutube-brands-solid-fullhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Untitled%20design%20(3).svgUntitled design (3)Untitled design (3)https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Awards%2c%20Badges%2c%20Partner%20Logos.svgAwards, Badges, Partner LogosAwards, Badges, Partner Logoshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/2026%20FAST%20GROWTH%20150.svg2026 FAST GROWTH 1502026 FAST GROWTH 150https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Why%20AI%20Meeting%20Notes%20Are%20Replacing%20Traditional%20Meeting%20Minutes.pngWhy AI Meeting Notes Are Replacing Traditional Meeting MinutesWhy AI Meeting Notes Are Replacing Traditional Meeting Minuteshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/light%20sourcepass%20logo%20for%20banners.svglight sourcepass logo for bannerslight sourcepass logo for bannershttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/OLD%20AND%20OUTDATED/OLD%20FOLDERS/Icons%202024/linkedin-brands-solid.svglinkedin-brands-solidlinkedin-brands-solidhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Managed%20Intelligence%20as%20a%20Service%20Explained%20From%20Data%20Overload%20to%20Clear%20Action.pngManaged Intelligence as a Service Explained From Data Overload to Clear ActionManaged Intelligence as a Service Explained From Data Overload to Clear Actionhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/ISO%20IEC%2027001%20Badge.pngISO IEC 27001 BadgeISO IEC 27001 Badgehttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/MEGAMENU%20DESIGN3.svgMEGAMENU DESIGN3MEGAMENU DESIGN3https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/2026%20PAX8.svg2026 PAX82026 PAX8https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/aicpa-soc-ii-compliant_logo.pngaicpa-soc-ii-compliant_logoaicpa-soc-ii-compliant_logohttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Awards%2c%20Badges%2c%20Partner%20Logos%20(2).svgAwards, Badges, Partner Logos (2)Awards, Badges, Partner Logos (2)https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/CRN%20ELITE%20250.svgCRN ELITE 250CRN ELITE 250https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/The%20Hidden%20ROI%20of%20Meeting%20Transcripts%20Turning%20Conversations%20Into%20Organizational%20Knowledge.pngThe Hidden ROI of Meeting Transcripts Turning Conversations Into Organizational KnowledgeThe Hidden ROI of Meeting Transcripts Turning Conversations Into Organizational Knowledgehttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/2026%20SP%20500.svg2026 SP 5002026 SP 500https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Sourcepass%20Logo%202026%20Dark.svgSourcepass Logo 2026 DarkSourcepass Logo 2026 Dark2026-10-12https://www.sourcepass.com/eventshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/QUEST/Our%20Ticket%20Board%20%7C%20Quest%20Ticket%20Board%20for%20Co-Managed%20IT%20Teams.mp4/medium.jpgOur Ticket Board | Quest Ticket Board for Co-Managed IT TeamsJoin us for an insightful webinar as we unveil the new ticket board in Quest by SourcePass, designed to streamline your co-managed IT tasks and enhance visibility. In this session, Brian Spano, Director of Product Development, along with Brittany, our Senior Product Manager, and Rachel, our UX/UI Product Designer, will delve into how this innovative feature empowers your team with more value, control, and scalability. **What You Will Learn:** - **Introduction to the Ticket Board**: Understand the motivation behind transitioning from ConnectWise to Quest, designed to eliminate the visibility gaps and streamline your IT operations. - **Live Demonstration**: Rachel will guide you through a live demo showcasing how to manage and track tickets effectively within Quest, minimizing the hassle of switching between tools. - **Enhanced Functionality**: Learn about the new features that allow for better organization, time tracking, and ticket management, all in one platform. - **Future Roadmap**: Discover how the ticket board will evolve, moving entirely into Quest and providing you with richer insights and reporting capabilities. **Key Takeaways:** - Gain operational control over your IT tasks without the dependency on SourcePass for visibility. - Experience a platform built to scale alongside your growing business needs. - Leverage real-time data for more effective planning and decision-making. Whether you're a current co-managed client or new to SourcePass, this session will equip you with the knowledge to enhance your team's productivity and IT management. Don’t miss this opportunity to transform how you handle IT tasks with our innovative solutions!https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/VIDEO/QUEST/Our%20Ticket%20Board%20%7C%20Quest%20Ticket%20Board%20for%20Co-Managed%20IT%20Teams.mp42149nonoCoManagedITTicketBoardSourcePassConnectWiseIntegrationQuestPlatformhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/SMARTER%20DATA%20WITH%20EXCEL.svgSMARTER DATA WITH EXCELSMARTER DATA WITH EXCELhttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Quest%20Boards.pngQuest BoardsQuest Boardshttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/ISO%20IEC%2027001%20Badge.pngISO IEC 27001 BadgeISO IEC 27001 Badgehttps://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Global%20Disruptions%20&%20IT%20Strategy-1.pngGlobal Disruptions & IT Strategy-1Global Disruptions & IT Strategy-1https://7493628.fs1.hubspotusercontent-na1.net/hubfs/7493628/Sourcepass%20Logo%202026%20White.svgSourcepass Logo 2026 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In this behind-the-scenes conversation, David Malngoni, Director of Service Operations, and Jas Fernandez, Senior Director of Service, share how Sourcepass empowers organizations with responsive, strategic, and scalable IT support. This video explores how a modern Managed Service Provider (MSP) combines service delivery, AI-driven innovation, and strategic insight to enhance stability, security, and user experience. 🔍 What You’ll Learn How a tiered support model (Level 1, 2, and 3) ensures fast and effective issue resolution The key performance indicators (KPIs) that define IT service excellence, including CSAT, response time, and resolution time How service and strategy work together to drive long-term business value The role of AI-powered triage in improving efficiency and enhancing the human experience Why people, process, and communication are essential to delivering superior IT support The benefits of separating professional services from day-to-day IT support How Sourcepass builds trust through transparency, accountability, and proactive communication Real-world examples of complex technical challenges resolved through collaboration and expertise 💡 Key Takeaways Client-Centric Support: Dedicated teams provide tailored solutions and personalized service. 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