We see IT evolution in a series of three stages. These stages cannot be separated from each other, and they must be applied consistently, and in varying amounts of quantity and importance in order to give a client a true return on investment (ROI) for IT spend.
We developed a continual improvement abstraction we represent with a pyramid diagram and a circular workflow. We made a video based on the concept…CHECK IT OUT HERE!
STAGE 1 – Reactive IT (Traditional IT Services, a.k.a. break-fix IT)
STAGE 2 – Proactive IT (Automation of IT Service)
STAGE 3 – Business-Centric IT (Alignment of IT Service to Business Need)
STAGE 1 : Most outsourced IT providers ONLY deliver services in stage 1. Very little continual improvement goes on here. The emphasis is put on billable hours and driving up the cost of IT and increasing the bottom line. If your provider spends too much time on little things and charges way too much for delivery of these services, you are probably paying too much! If you are going to Best Buy for your IT service, you are DEFINITELY paying too much! Some small businesses have so little regular need, there may be no way to completely avoid being shuffled into this level of IT most of the time. However, even the smallest IT company can raise its quality to a higher level of IT without breaking the bank. How? Read on to STAGE 2…
STAGE 2 : Managed Services IT Providers attempt to automate IT services into rapidly scalable, automated services. The goal of managing services is productizing the various services that would otherwise be billed in an hourly rate, on order to reign in IT spends to a more acceptable level. Also, for purposes of scaling the business better on both sides. A good Managed IT Provider will always have a proactive and largely automated way of doing the following:
Alerting in the event of an emergency or incident
Remote access for rapid response to emergencies and incidents
Patching and updating OSes and applications on a regular bases
Scripting out changes to endpoints automatically
Reporting monthly statistics to stakeholders
Anti-virus and anti-malware protection
Backup user and server data to the cloud
Everything done in pursuit of STAGE 2 IT services is done with the goal of preventing IT disasters before they happen, rather than reacting to disasters after they occur. 90% of IT problems are preventable. The billing to customers in managed services is a shift from billing after the fact to a monthly recurring fee to cover the expense of monitoring and executing preventative measures. Much in the same way insurance can protect you in the event of a fire, earthquake, or other disaster; proactive IT services should be an insurance policy on your infrastructure and data.
STAGE 3 : Rarely does a Managed Service Provider seek to understand the business need, and tailor the delivery of IT services to align with the business use-case. That is where we differentiate ourselves from the rest. Not only do we excel at delivering Reactive (STAGE 1) AND Proactive (STAGE 2) IT Services, we ALIGN IT Service to our client’s business
We are committed to the idea of continual improvement.