subject: Managed Services - Taking ownership of your problems [print this page] Managed Services - Taking ownership of your problems
In business, the greatest threat to the information and data within your business is the speed to which you and your staff have access.Problems like everyone's email not working are a big decision, but it is easy to delegate the repair to either internal teams or external companies. When things go wrong you want them fixed NOW and fixed FAST.
What about the niggly things? Your user wants to print to the third tray on the printer and cannot, your receptionist wants to send out a letter but the mail merge database is no longer connected.As a business owner or management level executive you don't want to triage the problems. The allocation of your company resources to fixing the problemstakes you away from your role in the company. Wouldn't it be better just to contact your support company and know that it is all covered under the managed services agreement?
The business world is full of computer support and managed services companies that want your money,now don't get me wrong we are one of those companies. The difference between them and us is that we take ownership of any and all of your technical problems.
So whatis the benefit of us taking ownership of your problems?
All of your problems are our problems.We take ownership of any problems or complaints that are generated by your staff that are related to computers, printers, internet, email... practically anything.
Unfortunatelywe have no control over the coffee in the lunch room but for a taste of the problems we will fix:
My mail is not working = our problem; solution - remote in or send technician onsite; Cost $0
How do I create a mail merge document in word 2003 or 2007 = our problem;Solution - remote in and talk user through problem and show what needs to be done; Cost $0
Helpdesk has noticed that one of the computers is reacting sluggishly = our problem;Solution - remote in and fix problem and then report to management; Cost $0
System reports problem with a service on the server = our problem Solution - dispatch technician; Cost $0
My computer is not working = our problem;Solution - dispatch a technician with a "loaner computer" then replace and repair; Cost $0
Going back to fix itNOW and fix it FAST, no matter what the situation any managed service provider should also have a Service Level Agreement (SLA). The SLA dictates when they will be seen and response times to problems associated with your network.
Service levels should relate to items like these but they also depend on a triage process to ensure that a small problem is not related to a bigger unidentified problem.
Server crash = our problem - Technician onsite within 60 Minutes; Cost $0
Workstation Crash = our problem Technician onsite within 60 Minutes; Cost $0
Service down = our problem Technician working on the problem remotely within 30 Minutes; Cost $0
Printer problem = our problem Within 4 hours; Cost $0
User problem = our problem Next business day; Cost $0
Finally, for any business there needs to be metrics that are measured and reported on.This is also true about your managed service provider.Daily, weekly and monthly reports on the condition of your infrastructure are important for decision making.To improve your business and ensure that the technology is correct and directed at your business, a quarterly report and meeting should also be included as a standard for your managed service.
As you can see not all managed service providers are the same and it is a case of choosing the right one for your business.Paradigm Management Group can help manage and solve these important IT decisions and leave you with more time to get on with the day to day running of your business.
