As you can imagine, this reactive approach can be costly and exhausting. Aside from the financial loss and expense of unexpected downtime, the damage done to a company’s reputation and customer relationships can be even more devastating.
So what’s the best way to get away from being “reactive” and to implement a more “proactive” approach in your IT department? We recommend you enlist the help of a dependable service provider – one with a proven track record and the ability to support a multi-vendor environment.
A truly effective strategy will come from professionals that have “seen it all” and can recommend industry best practices. With a world-class service provider, your strategy can be comprehensive and broadly integrated to include hardware, software, and other advanced technologies, such as virtualization and cloud. The right plan with the right vendor, will offer a new way to quickly save time and money, and improve your IT systems availability.
Here are some customers who were in similar situations and examples of how they transformed IT to better proactively support their businesses.
A distribution company needed global support to keep its technical operations 100 percent available, 24×7. They were looking for a support provider that could react quickly to any disruptions, manage the company’s equipment base and make recommendations for improvements going forward. They got the help they needed from an integrated software support services provider that now covers their 200 laptops, 500 PCs and 300 printers, as well as their servers. Also included is rapid response, ongoing system monitoring, firmware and operating system upgrades, monthly performance reports and ongoing recommendations—all with a single point of contact and accountability.
In order to facilitate 24×7 customer access to data and applications, this banking and insurance services provider needed a preemptive monitoring and support solution. They sought help from a vendor who offered a team of technical support specialists who could be available to respond to the client’s individual requirements within 30 minutes of a Severity 1 incident. They chose a provider who offered access to a pool of expertise for improved decision making regarding future support needs. The solution included customized software installation and upgrades to optimize the client’s mainframe equipment.
With an IT infrastructure requiring 98 percent availability and limited resources for upgrade rollouts, this wholesaler needed a support solution that could enhance system resiliency, increase service levels and boost availability—all through a single point of contact. They chose a service provider that was able to give them a dedicated resource whom could mediate all of their support needs. This simplified support structure helps to keep costs low while assisting the company in meeting its service-level requirements.
Finding the Right Vendor
Deciding on which service provider to work with is definitely critical to your success. Look for a provider who can offer the following:
- Designated technical team for your organization
- Responsible for getting to know the unique environment
- Proactive and reactive support activities
- Automated analytical tools and processes
- Regular review calls to discuss reports and provide advice
- Committed response time
- 30 minutes or less for critical issues
- Critical situation management
- Centralized leadership using staff with relevant expertise globally in the event of an operational disruption
- Integrated, cross-brand and cross-platform support
- Servers, storage, hardware and software, from any most any vendor
Top 4 Benefits:
- Improved availability and reduced downtime
- Reduced operating costs and increased efficiency and service levels
- Keep your business running smoothly in the event of a critical situation
- Ease resource and skills constraints
Schedule a consultation to learn more about how technical support services can make a difference for your business.
If you liked this blog, you might also like: Infographic: How to Find the Right Vendor for Technical Support Services
Flagship Solutions Group can deliver efficiencies across hybrid infrastructures with&nbsp;a broad range of capabilities. We offer clients theflexibility to select the degree of support they want for each layer&nbsp;of infrastructure&nbsp;&mdash;&nbsp;from basic monitoring and management&nbsp;to long-term arrangements based on an innovation path&nbsp;designed to replace an aging or inflexible infrastructure with&nbsp;new technology.
Infographic: DIY vs MSP
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eBook: Top 10 tips for selecting a managed services provider
Everyone’s looking to IT to create business value and innovation. But you’re short on resources. How do you pull that off? A cloud and managed services provider can help.
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To find the answer, look for 10 key criteria.
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Utilizing a managed services provider can help you transform your business by saving you money, keeping you ahead of technology issues and making your employees more productive. Learn more.
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White Paper – IDC: Managed S ervices: Ensuring Enterprise Transformation to Hybrid IT
In today’s digital economy, executives report that aligning IT with business imperatives is a challenge. Plus, newer technologies are driving fundamental changes in how people interact with organizations. To stay competitive, enterprises are turning to managed services providers to help:
• Transform their business by shifting to hybrid IT capabilities
• Gain agility to better adapt to market dynamics
• Optimize productivity and performance
• Achieve integrated hybrid IT service delivery and management
Learn all this and more when you download the IDC white paper “Managed services: Ensuring enterprise transformation to hybrid IT.”
Transforming Your Business to Hybrid IT with Managed Services
David Tapper, VP Outsourcing and Offshore Services, IDC, discusses how enterprise can ensure a smooth transformation to the hybrid IT environment using managed services. To learn more about how you can effectively transition to utilizing emerging and disruptive technology and services, download the IDC white paper “Managed Services: Ensuring Enterprise Transformation to Hybrid IT” at https://ibm.biz/BdH93q
Research Report: Optimized Sourcing in Hybrid IT Environments
Smart companies today are rethinking how they source and manage increasingly hybridized IT environments. In this research report, Saugatuck Technology draws on work they’ve done with hundreds of organizations to help you understand:
- How and why hybrid IT is developing and accelerating
- How to recognize and anticipate critical needs that can increase costs and compromise operations
- How to find the best qualified providers to help you “optimize by outsourcing”
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