Don’t Let Micro Problems Become Macro Problems: Rethink IT Support Services

By: David Subia| - Leave a comment

iStock

The average enterprise relies on dozens of  IT support vendors for data center support and resolving an issue can be a complex effort. Businesses are so dependent on IT systems that even a few minutes of downtime can have a major impact on supply chains, productivity and finances. Case in point, a Ponemon Institute study determined that the average cost of a data center outage is $740,357 — a 38 percent increase since 2010. Whom do you call when an unplanned outage in your data center occurs?

A solution is to mitigate risk with proactive IT support backed by analytics and cognitive computing to reduce or prevent incidents — and help you save time and money over the long-term.

Navigating the IT Support Jungle
As enterprises adopt new technologies their tech support and maintenance model grows exponentially — multiple original equipment manufacturers (OEMs) and third-party maintenance providers typically service their hardware and software products. The complexity of managing so many vendors within the four walls of data centers has become a logistical jungle.

Analytics and cognitive systems require massive amounts of data capture for real-time availability. As service demands increase, more servers, storage and devices are added and must be integrated. And complex solutions such as virtualization and hybrid environments require skilled management. Ultimately, multi-vendor support is complex and puts time and risk burdens on support teams.

One-Contact IT Support
The break and fix approach is not sustainable for today’s IT infrastructure. Instead consider a holistic IT support as-a-service approach that’s focused on application availability for the end user.

IBM provides one-contact data center support for multi-vendor platforms and environments, including servers and storage, networking hardware, operating systems, open source and virtualization software. To meet your team’s maintenance and support needs, IBM uses cognitive computing and proprietary databases to determine aggregated event analysis, reporting and proactive monitoring and alert notifications.

How could a managed support strategy add efficiency to your IT operations? A system might identify and fix a problem remotely — before you’re aware of the disruption. Remote support and web-based options can speed problem resolution and control labor costs for IT infrastructure support. The need for on-site support is minimized through remote support and web-based options.

With IBM cognitive computing, IBM agents can determine problems 37 percent faster and provide more effective solutions. Dynamic automation adapts to changes in the IT environment. For example, a “virtual engineer” addresses over half of incidents that occur and provides significant time savings.

Want to learn more ideas for balancing IT support costs, fast service and innovation? Talk to an IBM expert or watch my webinar about simplifying data center support with a proactive approach.

Topics: , , , ,

Comments

About The Author

David Subia

Business Line Executive, IBM Technology Support Services

David Subia has been with IBM for over 20 years. He has experience in both IBM hardware and software and multivendor IT support, including product management, offering, brand relationship and as a business line executive. David's primary responsibility is to drive growth for IBM Technology Support Services - Multivendor Support. His initiatives include developing capabilities to support the four walls of clients' data centers with offerings like IBM Integrated Multivendor Support (IMS) and IBM Integrated Support Services (ISS). He holds a Master of Business Administration (MBA) from the University of Texas at San Antonio.