Complete MFA enrollment
Enroll the remaining ten users, remove stale privileged roles, and confirm enforcement before the second shift starts.
Outcome · Lower identity risk
Illustrative sample
Synthetic data · No real customer information
Synthetic data · No real customer information
Quarterly Business Review · Q2 2026
Pinnacle Solutions, Inc.
A concise leadership view of service, technology health, security, governance, experience, and next-quarter priorities.
Executive brief
Executive Brief
Service stayed reliable and security improved. Two leadership decisions
unlock the next quarter’s plan.
Two decisions need your attention next
Set the MFA deadline
Require the remaining ten users to enroll by August 31.
Approve the device refresh
Approve $14.4k to replace nine aging devices before support deadlines.
SLA compliance
94%
+2 pts from Q1
Client satisfaction
4.7/5
28 survey responses
Endpoint protection
100%
126 of 126 reporting
CIS IG1 implemented
79%
44 of 56 safeguards
Service stayed dependable as the business grew. SLA performance improved, client satisfaction remained high, and no critical security incidents were confirmed.
Service+2 pts
CIS IG1+5
Risk items-3
PSA
RMM
Microsoft 365
EDR / MDR
Security awareness
Warranty
Service performance
Service Overview
Support stayed responsive as ticket volume increased with the new
warehouse team.
SLA compliance
94%
Target · 92%
Median response
14m
Down 3 minutes from Q1
Median resolution
5.2h
Across resolved requests
Client satisfaction
4.7
28 responses · 24 positive
Tickets opened
Six-month viewVolume rose 13% as the new warehouse team came online. Response time still improved, indicating sufficient service capacity.
Top request drivers
| Category | Tickets | Trend |
|---|---|---|
| Access and password | 48 | Up |
| Business applications | 36 | Down |
| Endpoint performance | 31 | Down |
| Monitoring-generated | 29 | Stable |
| Other requests | 40 | Stable |
What the trend says
Password and access requests remain the best automation opportunity. A guided self-service reset flow could prevent roughly 15–20 tickets each month.
PSA
Customer feedback
Endpoints and lifecycle
Device Health
The fleet is healthy. Nine devices are entering the refresh window,
concentrated on the production floor.
Managed endpoints
126
All devices reporting
Patch compliance
96%
121 of 126 current
EDR coverage
100%
No coverage gaps
Backup success
99.2%
Rolling 30-day result
Coverage and compliance
Five devices need attention
They missed the latest workstation patch window. All are online and protected; remediation is scheduled before the next production shift.
Lifecycle priorities
| Device group | Count | Timing | Status |
|---|---|---|---|
| Production workstations | 6 | 0–6 months | Plan now |
| Office laptops | 3 | 6–12 months | Budget |
| Network switches | 2 | 18–24 months | Monitor |
| Servers | 4 | 24+ months | Healthy |
Planning estimate
$14.4k
RMM
EDR / MDR
Warranty
Backup
Protection and detection
Security Posture
Preventive controls remain strong. Identity hardening is the clearest
opportunity to improve the overall Microsoft security score.
Microsoft Secure Score
72%
+4 pts this quarter
Email scanned
184.6k
Inbound and outbound messages
Alerts triggered
47
Eight required human review
Critical incidents
0
No confirmed compromise
Microsoft Secure Score by category
Microsoft 365
Entra ID
Quarterly security story
No confirmed compromise
MDR investigated seventeen suspicious events and automatically contained two endpoints. Eight alerts were escalated for human review.
Highest-value improvement
Complete MFA enrollment
Ten users remain. No new software is required.
184.6k
Email messages scanned
912
Threats blocked
8
Alerts escalated
0
Confirmed incidents
Essential cyber hygiene
Risk & Governance
44 of 56 CIS IG1 safeguards are implemented. Access control remains
the clearest governance priority.
79%
CIS Controls v8.1 · IG1 baseline
44 of 56 safeguards implemented
IG1 represents essential cyber hygiene. Eight safeguards are in progress and four still need evidence or implementation.
4 not evidenced
8 in progress
44 implemented
Governance decision
Close the access-control gap
Ten users remain outside the MFA requirement, and three stale administrative roles still need an accountable owner.
Approval requested
Set August 31 as the mandatory MFA deadline and authorize removal of unclaimed privileged access.
CIS Control 6 · Access control
93%
MFA coverage. 132 of 142 users registered; ten remain.
CIS Control 10 · Malware defenses
100%
All 126 endpoints report to EDR and MDR.
CIS Control 14 · Security awareness
2.4%
Phishing click rate, down from 4.1%. One user needs coaching.
Highest-value actions
| Complete MFA enrollment | CIS Control 6 | High priority | 30 days |
| Review privileged access | CIS Controls 5 + 6 | Medium | 45 days |
| Coach repeat clicker | CIS Control 14 | Planned | 14 days |
Microsoft tenant security
EDR / MDR
Phishing simulation
Illustrative alignment · Not an audit
Licensing and tenant health
License
Eleven unused Business Premium seats can be reclaimed before renewal,
creating an annualized $2,904 opportunity.
Annualized opportunity
$2,904
Illustrative savings from reclaiming eleven unused Microsoft 365 Business Premium seats before the annual renewal.
Tenant controls
Conditional access policies
Eleven active, one in report-only mode.
Privileged roles under review
Stale access should be removed this quarter.
Assigned versus purchased
| License | Purchased | Assigned | Available |
|---|---|---|---|
| Microsoft 365 Business Premium | 120 | 109 | 11 |
| Microsoft 365 Copilot | 12 | 12 | 0 |
| Power BI Pro | 8 | 8 | 0 |
| Teams Phone | 14 | 14 | 0 |
Recommended action
Validate the eleven unassigned seats against the August hiring plan, then remove the confirmed surplus before renewal.
Microsoft licensing
Tenant security
Client experience
CSAT Spotlight
Feedback was strongly positive. Clients most often asked for clearer
communication before planned maintenance.
Average CSAT
4.7
Out of 5
Responses
28
24 positive · 3 neutral · 1 negative
Projects completed
3
All within approved budget
Critical incidents
0
No business interruption
Illustrative feedback
“The production-floor issue was resolved before the next shift came online, and the team kept us updated without making us chase for an answer.”Synthetic client comment · June service survey
24
Positive 3
Neutral 1
Negative
Positive 3
Neutral 1
Negative
Business outcomes this quarter
Second-shift readiness
Identity, device, and support requirements mapped before launch.
Production interruption avoided
A degrading switch was replaced during planned maintenance.
Faster access restoration
Median identity-request resolution improved by 21%.
Renewal savings identified
Eleven unused Microsoft 365 seats flagged for validation.
CSAT
PSA
Account notes
Usage, adoption, and oversight
AI Governance
AI adoption is rising and remains concentrated in known tools. Two
products need policy review before usage expands further.
AI tools detected
7
Across browser, SaaS, and endpoint signals
Active users
30
People using at least one AI tool
Approved tools
5 / 7
Two products awaiting review
3-month adoption
+9
Active users versus April
Top AI tools by active users
| Application | Category | Users | Policy |
|---|---|---|---|
01Microsoft Copilot |
Productivity AI | 13 | Approved |
02Google Gemini |
AI assistant | 12 | Approved |
03ChatGPT |
AI assistant | 8 | Approved |
04GitHub Copilot |
Developer AI | 7 | Approved |
05Claude |
AI assistant | 7 | Review |
Adoption by business team
| Team | Users | Most used |
|---|---|---|
| Operations | 9 | Microsoft Copilot |
| Engineering | 7 | GitHub Copilot |
| Finance | 6 | Microsoft Copilot |
| Client success | 5 | Google Gemini |
| Leadership | 3 | ChatGPT |
SaaS discovery
Identity activity
Governance action: confirm owners for the two tools under
review and reissue the acceptable-use reminder before the next adoption push.
Recommendations and next steps
Roadmap
Three priorities turn this review into a practical 90-day plan with
owners, deadlines, and outcomes.
Approve the nine-device refresh
Replace six production workstations first, then three office laptops before warranty and OS support deadlines.
Outcome · Avoid unplanned downtime
Right-size Microsoft licensing
Validate hiring requirements and reclaim the confirmed surplus before the annual commitment renews.
Outcome · Up to $2,904 annualized
Next 30 days
Secure and confirm
- Complete MFA registration
- Review privileged access
- Validate unused licenses
31–60 days
Replace and prepare
- Deploy six production workstations
- Prepare second-shift support handoff
- Launch targeted awareness coaching
61–90 days
Measure and optimize
- Replace remaining three laptops
- Measure identity-ticket reduction
- Confirm Q4 roadmap and budget
Decision requested in this review
Approve the device-refresh budget and the mandatory MFA deadline. The licensing change can proceed after the August hiring list is confirmed.
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