Ziptech Services’ approach to prevention is what makes it one of the UK’s most forward-thinking IT service companies for growing SMEs. We challenge the assumptions usually made about supporting IT systems and provide solutions that respond early rather than react after the problem occurs.
Traditional IT Support
Traditional IT support is generally just a remote Helpdesk fixing problems coming at them as fast as they possibly can. Trying to fix the flood of problems after they have happened just doesn’t work and the problem is getting worse as we use more and more sophisticated technology.
It’s costing businesses a fortune in wasted time, weak productivity, reduced quality and sometimes it results in lost clients or increased staff turnover.
The solution is to fix the problems before they happen. Here’s how that looks…
Ziptech’s Technology Management Service
The secret to good, reliable IT is prevention. Instead of spending all available resource on a reactive Helpdesk that can never get ahead of the problem, we take some of that resource and put it into prevention.
We have found that 1 hour of prevention is worth at least 2 hours of reactive support – in other words you get twice the value from your IT spend. This is leveraged even further through the improvement it delivers to your company’s productivity and quality. It’s not uncommon to see the value of prevention leveraged to at least 3 or 4 times greater than that of traditional reactive support.
We have a dedicated member of our IT support team who focuses on figuring out what causes problems to happen and what prevents problems occurring. He takes all the learning we have from supporting thousands of users and thousands of devices and distils the Ziptech Best Practice Guide from it. The Guide takes the form of written processes, procedures and checklists backed up with configurations, automation, scripts and tests.
The Ziptech Best Practice Guide is the most valuable thing we have ever created at Ziptech.
We proactively apply Best Practice by assigning you a virtual or part-time IT Manager and Chief Technology Officer. They will be named, senior Ziptech staff dedicated to you, not a rotation of engineers. They will work closely with you over a period of months and years to build a reliable secure network that supports your business goals within a budget that is right for you.
Your virtual IT Manager (vITM) spends a day at your offices, usually once a month. While he is there, he’s working on proactive support, not user support or reactive support. He concentrates on ensuring that the Ziptech Best Practice Guide is applied to your business in a way that works for you. He runs tests, checks against the guide, applies processes and changes configurations, checking with you as he progresses. You end up with a more reliable, more secure, lower risk system that helps you run your business better rather than hindering it.
Once a quarter your virtual Chief Technology Officer (vCTO) meets with your vITM and prepares a detailed report on how closely your system aligns with best practice. Your vCTO will then visit your offices to review this with you, make recommendations and help you plan and budget for the longer term.
This is a continuous process of gradual but significant ongoing change, rather than a series of big bang IT projects separated by years of expensive neglect and decay.
The benefits of applying this Ziptech Technology Management process are apparent within a matter of months. In our experience, it is most effective for businesses with approximately 20 computers and upwards.
To discuss the Ziptech Technology Management process please contact Jim Simpson on ClickToDial.