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how we do it
Technology is mission critical to business. As a result, the IMS engagement process is designed to ensure a smooth and transparent transfer of service. Each phase of the engagement process has an established timeline and set of outcomes or deliverables.
Discovery
- Network Assessment – Your IMS Team Lead will perform an audit of your IT environment, software and hardware refresh lifecycle, and infrastructure recommendations that require remediation to attain a minimum supportable standard.
- Business Alignment and Requirements Gathering – The IMS Support Team will meet with key business stakeholders to understand how IT is used within your organization to ensure that service level agreements (SLAs) are appropriately aligned with your performance and productivity expectations.
Stabilization and Remediation
- Recommendations and Remediation – Using the information gathered in the Discovery phase, you will receive a prioritized list of required remediation and recommendations for improvement or enhancement. While remediation requirements are focused on stabilizing the current environment, recommendations are tailored to the business requirements and typically have an associated ROI.
- Network Documentation – Comprehensive network documentation is created including your network architecture, back-up schedules, disaster recovery plan, change management protocol, and others.
Service Level Management
- Support – Your environment is supported from DAY ONE.
- Scheduled Services – Your IMS Support Team will perform regularly scheduled maintenance on the supported systems.
- Incident Management - Based on the Service Level Agreements that are driven by your business requirements, issues reported to the Customer Care Team will be escalated and resolved in a time-sensitive and customer-focused manner.
- Reporting – On a scheduled basis or adhoc, you’ll receive reports on the issues or ‘tickets’ that have been reported and their resolution as well as the status report on the scheduled services performed to ensure that your SLAs are being met. Regular reviews of the incidents reported may help to identify areas of opportunity that could impact your business productivity and potentially lower your ongoing costs.
Strategy
- Semi-Annual Business Review – Technology is evolving at the pace of business, so we can’t assume that what worked for you last year will still work this year. On a semi-annual basis your vCIO will conduct a business review what has changed within your business and how those changes might be better supported by technology.
Continuous Improvements
- Projects – Prosum has a comprehensive list of project capabilities ranging from system upgrades to application development and server virtualization and consolidation. As new technology requirements are identified, Prosum has the in-house expertise to provide you with a single-source solution.
- Partner Services – IT extends beyond servers and workstations. Prosum maintains partnership relationships with a long list of vetted providers, from phone service providers to co-locations and data centers, that you can utilize for services. Your IMS Support Team can provide vendor management services for partner engagements.
