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IT is made of TWO words. Information and Technology.
Microsolve provide professional management services for our clients Technology infrastructure to ensure that there business Information flows as effectively as possible.
The efficient provision of Technology support can only be achieved once we understand our client's Information requirements - hence, as a technology company, we will spend most of our engagement time with a client understanding what makes there business tick - why? Only through understanding the Information can be deliver the most appropriate Technology solutions!
Our first questions to our clients are never about "Technology" - but also about what it is needed for. |
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Microsolve does NOT provide Time and Materials services to ANY client.
WHY?
Lets think through the Time and Materials cost model from the perspective of a supplier of such services.
- Staff only "generate" revenue when they're actively working on a client problem
- Employment of Resources is based entirely on how many things break within the client base
- There is no incentive to upskill staff - the longer they take to resolve an issue, the more revenue is made
- Highly skilled staff are often difficult to retain as they are "snowed" and under-appreciated
- As there is no "predictability" to workflow, no guarantees on support staff availability can be made
Now lets look at a Fixed Price, Outcome Based Support Service from a vendors perspective:
- Support Revenue is fixed, support staff "costs" are not, hence, assign most appropriate resource to each issue
- Resourcing levels are set based on the "known" revenue base allowing for guarantees on response time to issues
- Upskilling of staff leads to cost reductions and better profits - more issues can be addressed faster
- Work practices are always under review - reducing the cost of support delivery impacts directly on profitability
- Failure to meet service outcomes results in penalty payments back to clients - directly affecting profitability
Looking at the above points, it is clear why the majority of IT organisations run in a Time and Material's manner - it is "easier" and places all of the risk for support reactiveness on the client organisation - Microsolve want to partner with our clients and hence we share the risk of providing the most appropriate support to our client partners. |
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Hand-in-hand with our Outcome based, fixed price support services come the Service Level Agreements and KPI's that we deliver to. There is no point in having support services without having someway of knowing that you are getting what you are paying for and being able to judge what is working and what is not.
Microsolve provide regular SLA compliance reports, exception reports and details of any compliance failures to our clients - we do not try and hide any failures in service delivery - we use them as learning experiences. Trust between clients and suppliers is only gained through open and honest communication - we want to earn the trust of our client partners. |
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