If we look at the current IT ecosystem, there is a number of standard services we all use, regardless of business size and industry. Web hosting, email, application delivery, Internet connection and so on… The services should be received by the business within a manageable framework, on Business Terms – not the other way around.
At Preterion, we can help you to establish, manage and optimize the management of these services with a simple set of tools, policies and procedures that are aligned with business needs rather than industry obsolete standards.
Replicating an ITIL compliant framework which ensures a proper Service Level Agreement should not be very difficult – as long as you follow the spirit of the now universally accepted IT Service Management approach. A standard SLA with 30-60-120 minutes response time (incident report – update – resolution) should be any business’ target when it comes to receiving support for the IT infrastructure.
Regardless of who provides the ongoing support of your technology, the standardization of support activities should be the goal in establishing a working and productive IT environment for the business.