How It Outsourcing Can Be Beneficial To Your Business
With information systems management becoming a larger percentage of a company's total
operating costs, businesses are mandating cost containment and predictability. IT outsourcing provides an excellent return on your investment. Outsourcing allows businesses to boost the performance of existing IT systems. As a result, companies benefit from high systems availability and end-user support at levels that exceed in-house capabilities. It's almost impossible to get the level of expertise, staff redundancy and 24/7 support that IT outsourcing provides from an in-house IT staff.
What should you look for in an outsourcing partner? Here are just a few solutions to keep in mind if you're thinking about IT outsourcing.
IT Outsourcing: 24/7 Support Center
The support center should provide 24/7 user support, problem tracking and issue resolution for all Level 1 and Level 2 issues. Services may include:
Call-logging, triage and call-management services
Establishing customer-specific call types
Establishing customer-defined escalation procedures
Monitoring and troubleshooting scheduled batch and jobs
Providing detailed, monthly call reports and analysis
Creating and modifying user IDs
Stopping runaway or hung processes (database, application specific, printer, UNIX, etc.).
Assisting callers with software navigation and use
IT Outsourcing: Application Administration
An application administration team implements and maintains applications in a configuration optimized for your business. These applications include user accounts, output devices, database interaction, batch jobs, patches and customizations. To ensure optimal system performance and availability, the application administrators work closely with the database and operating system administrators to proactively monitor and tune each system.
IT Outsourcing: Database Administration
Database administration services are designed for data availability and security. At the same time, they focus on maintaining data integrity and optimal system performance. Successful data backups, along with regular restore and recovery testing, are a high priority. Proactive and perpetual system monitoring and tuning ensures high availability of your systems.
IT Outsourcing: Operating Systems Administration
Operating systems administrators provide support for hardware, including workstations and enterprise servers. The operating systems supported include most flavors of UNIX, Wintel and O/S 400. Services should include systems design, hardware installation, O/S upgrades and patch management, systems configuration, performance monitoring and tuning, security design and monitoring, and daily O/S administration.
IT Outsourcing: WAN/LAN Management
WAN and LAN administration services provide remote, enterprise-wide network monitoring and management. The real-time status of all critical nodes/segments is monitored. Services should include network discovery and analysis, trouble reporting and resolution, trend and usage analysis and capacity planning, and network security management.
IT Outsourcing: Desktop and Device Management
Desktop and device management provides support for the entire life cycle of your desktop technology. Whether dealing with deployments, break-fix issues or service level agreements, our flexible model can be customized to your specific environment. Engineers can be strategically located on-site or off-site using remote tools to troubleshoot and diagnose problems over the phone, and work closely with you to ensure issues are fixed and documented within established response times.
IT Outsourcing: EDI and E-Commerce Transaction Administration
EDI administrators can provide outsourcing for the entire EDI business process and guarantee information delivery. Services should include the day-to-day EDI administration, error resolution and reprocessing, EDI and e-Commerce development and integration, and community management.
IT Outsourcing: Application Functional Support
To maximize the productivity of users, application functional support provides full-time support and training services to customers. These services should include diagnosing and resolving functional problems, acting as the customer liaison with software vendors for problem resolution, conducting functional training for customers' new employees, developing and managing training materials, and performing short-term projects at your sites.
IT Outsourcing: Application Development
Application modification or customization is often necessary. Although it is always advisable to keep as close to packaged code as possible, developers should be highly skilled in application development and able to design a solution to be as portable as possible to aid future migrations.
IT Outsourcing: IT Security Administration
Security administration is an essential element of infrastructure management and requires a combination of proven security technologies, well-documented operational policies and expertise. A comprehensive set of security administration services includes internal system and application account management, patch management, virus control management, firewall configuration management, VPN configuration management, security assessments, security event response and forensics, external threat analysis, and intrusion detection system management.
IT Outsourcing: High Availability / Disaster Recovery Solutions
Disaster Recovery services assure that your data, networks and systems are protected and quickly recoverable upon the declaration of a disaster. The services can include redundant hardware, advanced networking architectures, customized backup and recovery solutions, data center options, and skilled staff to execute the plan. Simulations and testing are used to verify readiness and fine tune disaster recovery documentation.
by: Chuck Vermillion
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