Pillar 3: Network Auditing and Alignment
Our dedicated network administrators are on site from the very first day we begin working with a client. They oversee the installation of our standardized toolset we use to support the client, and ensure everything integrates seamlessly with a client’s existing systems. This can take anywhere from a few days to several weeks, depending on the size of the company and unique requirements. They don’t leave until everything is working properly.
The real work for our network administrators begins after the initial setup ends. They focus on the big picture while providing total transparency and communication to management of the overall health of the IT environment. Their role is crucial, and is one that truly differentiates TruTechnology from our competitors, for several reasons.
Moving Beyond Proactive
Proactive has become an overused buzzword in the IT support sector, and many use it improperly. For TruTechnology, proactive means more than just responding to an alert from the system and solving the problem before the client notices. Proactive Technology Management should be truly preventative, with systems and processes in place to keep that alert from sounding in the first place.
We call this issue avoidance and, unlike most IT support providers, it’s where we spend the lion’s share of our time. It’s TruActive. We are constantly auditing and comparing our clients’ systems and IT infrastructure to our best practices and industry recommendations, cleaning them up, and making adjustments. There is no “set it and forget it” for us. Every component of the systems we manage is always under scrutiny. We’re proud of this vigilance as it makes us a true partner in our clients’ success. We are invested in preventing problems so our clients can concentrate on growing their business.
Leveraging Best Practices to Deliver The Best Outcomes
Our TruActive Engineers are guided by best practices that inform every aspect of what they do for clients. These best practices are developed not only from the latest developments in the industry, but also from our years of hands-on experience working out issues for clients.
Many IT support providers will say they follow best practices. They might — when they first install a system, piece of hardware, or a software app. They follow the best practices at the time, but that’s likely where it will end. Or even worse, their best practices aren’t standardized company-wide, leaving clients at the mercy of the individual tech who is called out at the time, and his or her unique preferences. There is no “company way” developed and followed – each time a new PC is migrated, key software might not be installed, data might not be migrated, critical information might be lost.
If other IT providers implement best practices, they often fall short — only implementing them when new systems are deployed. Existing systems run unchecked until something bad happens. And when a company changes IT providers, the wheel is reinvented each time. No one ever goes back to evaluate the health of existing systems. Recommendations are made based on system age and noise alone, not how best practices could optimize current systems.
No matter how great a system is set up in the beginning, things get out of alignment over time — from software that gets updated or fixes that occur on the fly to new industry best practices. We are constantly reassessing and optimizing our clients’ systems.
At TruTechnology, we constantly analyze all system components – both existing and new – to ensure every aspect of the network is optimized for maximum data protection and best practices. It’s how we ensure clients are leveraging the most from their technology investment.
This is a seamless, forward-looking process grounded in direct experience. Once, for example, we had a client who purchased a new server that would not function correctly. They had tried everything. When we came in and spent some time with the server, we realized this particular model had an option that was set incorrectly as a factory setting. We adjusted the option and the server functioned properly. Another IT firm might have just congratulated themselves and moved on. At TruTechnology we have built into our best practices what we learned from that client, and now we include a check of that setting in all servers of that type used by any client as a matter of course. It seems simple, but this process is built into everything we do. And its impact is transformative.
Data-Driven Priorities Built on Metrics
Our TruActive Engineers are constantly gathering data on our clients’ systems. This starts from our first day setting up. At 30 days into our partnership we schedule a meeting with key client stakeholders to discuss our initial assessments. We identify areas that represent business risk or exposure that could result in data loss or theft. These findings will direct our initial efforts, all derived from real-time data and focused on the most urgent issues.
This data-driven approach does not stop after 30 days. Each month, our TruActive Engineers go through a checklist of over 300 questions about the past 30 days, flagging problems, issues and misalignments. We also review and assess our reactive support and centralized services reports over the past month to identify trends.
All of this data provide us — and our clients — with invaluable metrics for measuring the effectiveness of our support program. Armed with this documentation, we can determine areas of high “noise” that are receiving the most attention from reactive support. We don’t stop at just reporting this to our clients, though. We use that information to create actionable initiatives for the next month to bring that noise down. Addressing these data-driven priorities will drive down support calls, improve employee efficiency and productivity and, ultimately, directly serve our client’s bottom line.