We have defined our Insourcing Methodology to provide cost-effective Managed Operational Services, such as a 24x7 support for a server farm or ongoing support and enhancements for a legacy application. This methodology is applied to deliver consistent, repeatable, and high-quality operational services. The services can either be used on an ongoing basis or just to jumpstart adoption of technologies within the client premises.
Service delivery is managed by experienced Service Delivery Managers, who work with client staff and serve as the single-point of contact for all clientele needs. Depending on the clients’ needs, the Service Delivery Managers may be located on-site. The Service Delivery Team typically includes a Technical Lead, and is tailored to the specific needs of the client. A consistently high quality of Service Delivery is guaranteed through Service-Level Agreements (SLAs), Key Performance Indicators and regular Dashboards that provide a view of Key Performance metrics.
The Insourcing Methodology is a role-based methodology for delivering Managed Operational Services in four phases
Knowledge about the hardware and software infrastructure to be supported is captured, roles and activities are analyzed, and the external interactions are documented to create a repeatable process for service delivery. Operational metrics are defined from historical information to create a baseline for improving the service delivery.
Our staff provides the operations service on an ongoing basis using the established repeatable processes. Metrics defined in the Transition-In phase are collected as an integral part of the process. The Knowledge Base is updated to reflect any changes in operational procedures.
Continuous Process Improvement: This phase seeks iterative improvements in the operational services by studying the metrics and customer feedback. New tools and technologies are evaluated for the purpose of improving services and making service delivery more cost-effective. The scope of this phase is at the discretion of the client.
This is an optional phase that occurs if the client wishes to transition ongoing support responsibilities to their own staff. Since we build up the Knowledge Base, we can train and mentor client staff as they are hired. Because of our scalable role-based approach, client staff can begin fulfilling the roles once they are adequately trained, resulting in a smooth transition. Our methodology specifies the process of how the transitions are performed.
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