Overview
Technology Alignment is a proactive IT Solutions (ITS) service designed to identify and address issues in a client’s environment before they become incidents impacting users. This service ensures that the client’s technology environment aligns with ITS recommendations and industry best practices. Delivered in partnership with the client’s Strategic Advisor, Technology Alignment supports the development and maintenance of a five-year technology roadmap.
Key Benefits
- Increases End-User Productivity: Proactive Technology Alignment reduces reactive issues, minimizing disruptions and improving productivity.
- Establishes IT Standards: ITS develops and maintains standards and best practices, applying them to client environments. Gaps are identified and addressed through recommendations and routine reviews.
- Improves Incident Resolution: Deep knowledge of client environments and accurate documentation enable ITS support teams to resolve issues more efficiently.
- Reduces Reactive Issues: Regular assessments and alignment reviews help prevent recurring problems.
- Supports Strategic Planning: Identifies areas of concern for remediation or discussion with the Strategic Advisor.
Technology Alignment enhances all ITS services, including Proactive Operations, Security Services, Service Desk, and Professional Services.
Requirements
Technology Alignment is included for clients with Total IT services. For clients using Amplify offerings, Amplify IT Infrastructure is required to pair with Technology Alignment.
How It Works
Technology Alignment begins with the creation of standards and best practices using the ITS Standards Library. Services include:
- Defining Standards and Best Practices: ITS adheres to industry best practices and regularly updates its standards library through a committee of experts from Strategic Advisors, Onboarding, Proactive Operations, Professional Services, and Service Desk.
- Initial Assessment: Conducted during onboarding, this includes a thorough review of servers, workstations, networking equipment, applications, and cloud services. Security and backup configurations are also assessed.
- Scheduled Alignment Reviews: Frequency depends on client size and complexity and may be monthly, quarterly, or bi-annually. Reviews focus on areas such as network security, infrastructure, workstations, and cloud services.
- Handling Findings: ITS remediates configuration drift within contracted services and documents major changes for inclusion in the client’s roadmap.
- Quality Assurance Checks: Ensures services and tools are deployed correctly (e.g., backups, endpoint protection, monitoring agents).
- Recurring Issue Remediation: Identifies and addresses root causes of recurring issues in collaboration with the Service Desk.
- Documentation Maintenance: Regular audits ensure client documentation remains accurate and accessible.
Delivering Results
Technology Alignment ensures ITS teams and clients have accurate, up-to-date information for informed decision-making and efficient support.
Frequently Asked Questions
- Is Technology Alignment conducted on-site? Technology Alignment can be delivered remotely or on-site depending on client systems. On-site visits are scheduled when necessary to validate findings.
- Does the Technology Alignment team perform installation services? No. Technology Alignment focuses on identifying risks and providing information for informed decisions, not on performing installations.
- Does a client get assigned a Technology Alignment resource? Depending on the size and complexity of the client’s environment, either a dedicated resource or a small team will be assigned to deliver the service.