Impact CompleteCare The Process
When clients engage Impact, our first step is to assess the network, then perform improvements, create network usage policies and implement IT “Best Practice” standards. It takes all of these steps to create a secure, predictable and manageable network. Our goal is to make networks easy for clients to use and easy for us to manage and maintain. In order for a prospective client to become a fully-managed IT client, their network infrastructure must meet a base minimum set of standards.
We start the client engagement process with a discussion about the core business and work to understand the role technology plays in the organization. We will discuss the current IT infrastructure at the “30,000 foot level” and work to gain a basic understanding of current systems and IT pain points. These conversations help us both decide if there is a possible fit for a great partnership and if we should continue down this path.
This is a multifaceted process and opportunity to gather detailed information.
- Hands-on review of all infrastructure components: The Network Engineer will physically inspect and document all hardware components of a client’s network. Documentation is in the form of detailed hardware data, configuration settings, as well as photographs of the equipment and physical configuration. All of this aids us in creating a plan for improvement and helps our remote support staff understand the IT environment.
- Detailed Q&A Interview: Our team will perform a 1-3 hour discussion of all aspects of IT with key employees. This allows us to gather the information we need to complete the rest of the process (credentials, vendor info, pain points, work processes, etc..)
- Network Device Discovery: Our Remote Monitoring and Management software is deployed onto a server or main desktop PC and used to run a “network discovery”. This component gathers all operational, performance, and security points within the asset topography. Our team reports the status and health of all components based on the collected information. This data uncovers any areas in need of improvement missed by the hands-on review.
- Collected Data Analysis: The team will take the collected information back to the territory team and compile a detailed analysis of the infrastructure.
- Review of Assessment: Once complete, we schedule a time to meet and review the data collected both from the technical level as well as a broader executive view. We will discuss the current phase of the business on the Technology Roadmap, and also outline the immediate needs as well as long-term improvements. An implementation project plan will be prepared if any of these improvements are necessary to meet the minimum requirements for the CompleteCare program.
If necessary, Impact will begin the implementation of the immediate remediation projects upon approval. These projects will be outlined with specific milestones and timelines.
Keeping in line with any remediation projects, the team will set a go-live date for support. Upon the go-live date, our team will schedule a client training session to teach end users how to request Impact support. We work with the main point of contact to document which key service and feature issues they should alert to Impact. Many business need to know if the Internet or a server is up/down, but there are also items we need to monitor specific to a company. We also setup the client contact “call tree” that outlines how Impact should react in key service interruption situations. We will also work with clients to define the maintenance windows and monthly patching strategy that works best for their business.
- Patrick Layton
- Vice President, Managed IT Services
Vice President, Managed IT Services
Patrick Layton has been in the Information Technology industry for the past 16 years. Patrick has been with Impact Networking since 2014 and is responsible for revamping a “Break-Fix, T&M” IT services division into a true Full Service IT consultancy. After developing a plan to implement Managed IT services, Patrick has created various company and client goals that he plans to achieve, one in which is currently being surpassed by over $500,000.