Insource's 10-point program includes remote management and high touch onsite care to give you trouble-free IT

Insource has developed the on24 program to deliver industry accepted best practices in a consistent and high quality solution to all clients. It consists of the following elements:

1. Pre-Engagement Assessment
This assessment is used to gain a general understanding of the environment and to determine what processes, equipment, and systems are working well and to identify areas that require attention or further analysis.

2. New Client Transition Process
The key activities are to introduce the Insource team to key client personnel and to transition passwords required to maintain the systems. A plan is created to ensure a smooth, trouble-free transition.

3. Full Assessment
After the New Client Transition is completed, a more detailed assessment is conducted. The purpose of this assessment is to determine if there are any additional underlying areas that need to be addressed in order be in compliance with any required regulation or legislation.

4. Help Desk Procedure
This procedure is designed to ensure that Help Desk requests are submitted in a consistent manner and are recorded and resolved in an expeditious manner and that there is full accountability for the resolution of incidents. on24 software allows for remote access and administration of desktops, servers, routers and firewalls to diagnose and resolve problems in a more timely and efficient manner than previously possible.

5. Change Management Process
Using industry best practices as a guide, Insource has developed a set of controls, based on best practices, and specifically adapted versions for both large and smaller organizations.

6. Daily Monitoring, Alerts and Patching
on24 enables technicians to monitor devices on our client's networks and to be alerted when certain conditions have exceeded predetermined thresholds. In the event of an alert or warning, Insource will investigate the cause and taking corrective actions.

7. Monthly Reporting
Insource, through the information captured by the on24 software, will provide a monthly report to clients detailing the health and well being of the systems and analyzing Help Desk tickets to identify any particular training issues, problem trends, or other types of issues that have arisen during that period.

8. Client Notebook
This is an internal collection of key information about the client environment that can be found in one place. One of its primary purposes is to provide a quick snapshot of the environment so that all technicians can access this information at any time to gain additional information about the environment.

9. Communication Process
The communication process functions via both Incident Tickets and on-site visits. Incident Tickets will be handled by a combination of email and phone calls to the end user. Any time a technician believes they need to physically visit the site they will communicate directly with the designated client contact. At the conclusion of the visit there will be a follow-up indicating the status of the issue - resolved or if unresolved - what the issue is and any remaining tasks and estimated completion time.

10. Annual Review
An annual planning event between Insource and the client that includes such elements as:

• A review of the past year from both the client and Insource perspectives,
  
• A look at client plans for the coming year with a view towards understanding them from a strategic technology perspective, and
  
• An action plan including any relevant costs and timing elements based on client plans.
  

For more information about Managed IT Services, watch this informative three-minute movie or please contact Steve Miller at 281.774.4002 or by email at steve.miller@insource.com