Still Chasing IT Support Problems? Solve Them BEFORE They Happen

7.30.19 By Ron Bedlack

 

When it comes to their IT systems, many companies are in firefighting mode — constantly moving from one incident to the next in an escalating wave of events. You can survive being reactive…

…but to thrive, you’ll need to know what causes those fires so you can extinguish them before they start. In other words, you need to take a proactive approach to system monitoring and support.

The long-titled Forrester report, "Firefighter Or Strategic Manager: What IT Role Do You Fulfill? The Path To More Proactive Infrastructure Management For Business Success And General Wellness", confirms that there are strong business benefits to such an approach.

 

ProactiveTable

It’s not surprising that there is increasing pressure on companies to shift from firefighting and problem chasing towards proactive and continuous management and analysis.

The good news is, the overwhelming majority of companies recognize the value of proactive systems management: 93% say that “reducing the quantity of actionable events alerting help desk and/or triage teams” is important.

But there’s also bad news: almost 50% of those companies are not putting those critical monitoring capabilities in place. Why is there such a disconnect between the capabilities organizations value and those they currently have in place?

Easier said than done, right?

As with many things in business and in life, wanting to do something and actually doing it are two entirely different things. Hence the two types of Help Desk and Support Providers:

The Ticket Tracker: These providers can monitor problems and log tickets but need to wake one of your team members at 2 am to actually fix something.

The Fixer: These providers can resolve issues but have little to no ticketing process, fueling the reactive environment of constantly putting out fires. 

Why hire both a consulting firm and a technology company to resolve process and system improvement issues? Continuous RUN goes beyond monitoring and support – we dive under the hood with technical, cost-effective resources to develop solutions.

A Proactive Approach to Support: Total Incident Ownership

Here are just some of the benefits of this solution-focused approach to managed services:

Active Prevention. Capturing issues isn't enough. You need people, always available, and always involved.  Our teams actively solve incidents and prevent re-occurrences.

Drive Down Ticket Volumes. Application enhancements and active support reduce ticket volumes; maintenance prevents future system issues - and future tickets.

Real world RUN example

CUSTOMER: Fortune 20 pharmacy

Project: reduce tickets by 15% in one year

Result:  A 42% ticket reduction in one year, exceeding expectations by 180%. Plus 80% of all inbound tickets are now resolved within three days

Serious ROI. Our hybrid U.S.-Mexico nearshore model delivers higher quality solutions at a lower overall cost. How does higher quality Tier – III Support services at 1/3 the cost sound?

Always Available, Always Involved. 24x7x365 support on your time, on your terms.

Real world RUN example

CUSTOMER: Corporate Wellness Company

Project: custom application development, implementation
and management

Result: Using ITIL disciplines, we average an 85% first-touch incident resolution and a 15-minute response time with a
30-minute resolution time.

A Bridge to Next-Gen IT. No matter where your company is in the IT modernization process, the Continuous RUN framework can help accelerate your digital agenda.

From Reactive to Proactive

Want to know more about Continuous RUN Monitoring?

 

Get the RUN datasheet

Or, if you’re ready NOW to graduate from putting out fires and managing incidents to integrated services focused on customers and processes that can prevent problems … Let’s get started.

 

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Ron Bedlack

Client Services Director,
Managed Run Services

ron.bedlack@4thsource.com