The Business Situation
Information Technology (IT) is critical in the creation, protection, and distribution of information for all aspects of a business. The applications turn data into information that drives the business functions and provide value to its customers. Today’s environments are made up of a disparate array of technologies, delivered from various manufacturers and technology integrators. These environments need to work together to deliver business value as a whole. The most successful infrastructures connect the data flow from one system to another, and are individually managed as separate islands. This loose linking together of a data chain results in a set of weak links as it relates to delivering appropriate service levels to the users. The successful management of these heterogeneous IT environments is key to the success of the business units that are dependent on their services.
The IT Challenge
IT departments are constantly asked to do more with fewer resources. The most critical resource is the technical staff which keeps the IT infrastructure functioning, while attempting to advance the capabilities of the business. Most IT environments contain several technologies delivered from different manufacturers. Support contracts from the many manufacturers cause the need for the IT support employee to be a general contractor, of sorts, coordinating and managing the care of all technologies and managing the delivery of support from the various vendors. This is a laborious, costly, and often frustrating challenge. To make matters more complicated, most manufacturers have very regimented call center procedures with entitlement steps, call backs, and formal escalation processes. The total time to resolution is often unacceptable, if not simply a non-productive use of critical resources. Gaps in communication tend to heighten an already frustrating situation. All along, during this lengthy resolution process, systems may be down, data access may not be available, users may be idle, and IT personnel will be diverted from more productive tasks. This challenge is magnified if multiple vendors’ call centers need to be engaged, resulting in monumental problems.
The dcVAST Solution
dcVAST understands the challenges of supporting IT operations. We provide a single focal point for the support of all technologies employed in the data center (platforms, operating systems, management software, storage, networking and security products). dcVAST tailors its support for each customer, eliminating "red tape" and delays, while streamlining and reducing the time to solve your problem. As a result, we provide peace of mind, and minimize the time you spend on these issues. The elements of our tailored support programs include:
A single call center, delivering immediate attention to all calls
Live transfer to second level engineers
Coordinated support for the complete IT infrastructure (hardware and software)
Peer-to-peer escalation
On-site response by manufacturers’ Engineers, and dcVAST Engineers, if required
Coordinated call tracking and escalation
dcVAST complete ownership of the problem, with no finger pointing
O/S updates and Kernal and utility patches
Software updates
Customized coverages
Simplification and coordination of contract management, including sub-contracts
Asset Management and coverage alignment
Routine environmental reviews to assure success
The dcVAST Call Center eliminates time wasting steps with a willingness to serve first and ask questions later. We gain a keen understanding of your IT infrastructure, and utilize an efficient peer-to-peer escalation process, resulting in your personnel spending less time solving problems and more time focusing on your business priorities.
A dcVAST support agreement will save you several hours on each call for support!
dcVAST is uniquely connected with the manufacturers of the various technologies. Historically, dcVAST streamlines the administrative call process, and by managing and tracking the on-site delivery, resolves your problems faster. To get started, dcVAST will assess your current support plan, its delivery, and interview your IT staff and management along with the business unit personnel. A tailored support program is then designed to deliver the desired support, responsiveness, and reporting.