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Maximizing value from your support services investment

Mike Runda, Senior VP and President, Avaya Client Services | Aug. 9, 2016
Commitment to five core practices will lead to peace of mind and growth.

- Lack of routine maintenance—proactive health checks, disciplined system monitoring, and observed maintenance schedules can help IT departments catch the telltale signals equipment emits when a problem is approaching.

- Software bugs—a sound patching strategy and proactive approach to patching to eliminate known issues can help maintain software performance and avoid software-related outages.

- Hardware failures—proactive upgrades of equipment approaching EoMS, audits to verify system redundancy, system health checks, and failover strategies for critical systems can help reduce hardware-based outages.

- Network issues—a simple audit of the organization’s underlying network can often help identify where certain performance issues, such as jitter, delay and latency, exist. A network diagram can prove indispensable in isolating an outage, while rigorous configuration control processes can help keep system changes and refinements from inadvertently triggering outages and other problems.

* Confirm that your records are accurate. Support services providers can address issues faster if they know what systems they are dealing with and whether those solutions are up to date. If you have a disciplined process for accurately registering equipment, you can facilitate ongoing remote maintenance support, improve the accuracy of contract renewal price quotes, and help your support vendor update hardware inventory records and test device connectivity and alarming.

Achieving nirvana in the chaotic world of IT with its many moving parts, increasing productivity goals, and the ever growing world of cloud applications requires a continuous commitment to these top five practices.  But once achieved, nirvana can be sustained.  It can lead to happier customers, more productive employees who are able to focus on initiatives that will move the business forward, and for IT managers, peace and stability.


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