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 the customers. A key component in the delivery of application services to the users is a high quality, highly available and fast performing physical infrastructure. A key component of the IT infrastructure is Oracle’s Sun hardware and operating system software in the core of the data center. The servers are where the applications run and desktops are key for the user to gain access to the servers. As IT grows, it is important to control operational costs, including those related to support and staffing for administration and management, while providing availability of the infrastructure according to the requirements of a Service Level Agreement (SLA). Companies are looking for ways to control or reduce support and management costs, which accounts for nearly 40% of the total IT budget, to allow for investments in disaster recovery, security, IT efficiencies, and web applications.
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 Oracle/Sun hardware and Operating system software and other technologies employed in the data center. 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:
Immediate attention to all calls
Live transfer to second level engineers (skipping entitlement and "level one" formalities)
Coordinated support for the IT infrastructure (hardware and software)
Remote login for more efficient diagnosis
Peer-to-peer escalation
On-site response by Oracle/Sun engineers, and dcVAST engineers, if required
Coordinated call tracking and escalation
dcVAST complete ownership of the problem
O/S updates and Kernal and utility patches
Customized coverages
Simplification of contract management
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!
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.