In the last video, Mike mentioned that managed services at Continuant is all about getting the right people, process, and tools. Last time, he had a lot to say about the people. In this video (part 3 of 4 in our series on managed services), it’s all about the process and how we use the ITIL (Information Technology Infrastructure Library) framework to benefit our customers.
ITIL is a framework of IT best practices that helps organizations mitigate risks and stabilize their IT environment.
At Continuant, we’re able to build this framework with our vast backlog of experience in communications. Doing this creates a database of known systems and incidents that make the process of building relationships with customers and resolving their issues much more mature, not to mention efficient.
The wise man built his house upon the rock. The rains came down, the floods came up, and the house on the rock stood firm.
When we build relationships with our customers, ITIL is the rock. The information it provides us gives us points of understanding we can build the relationship on, just like if two people attended the same college or both served in the military.
More importantly, a database of known issues makes it easier for us to provide effective 24/7 monitoring and resolve issues. The framework makes scaling and optimizing for each of our customers easier than ever.
Mike mentions in the video one of our customers with hundreds of hospitals and clinics across the US. Their teams simply don’t have the personnel to deal with the IT headaches that we specialize in.
When organizations struggle in this way, we come alongside them, work with their teams, set that ITIL foundation, and work towards making those headaches go away so they can focus on their more important tasks.
The final aspect of Managed Services according to Mike is tools. We’ll have more on that in the final part of this series. Stay tuned for that and be sure to check out parts 1 and 2.