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Proving it, everyday
With apologies to Oscar Wilde, “To crash once may be misfortune, to crash twice is carelessness.” If your business has been damaged, then you should expect your current IT Provider to prove why it happened – and why it won’t happen again. Many IT Providers take their foot off the gas once the immediate problem has been solved.
At aNetworks, we do it right. After any major incident, we give our clients a standard analysis report that describes not only what the root cause was, but how it has been proven and what we are doing to ensure that it won’t happen again.
Good questions to ask your current IT Provider:
• How do they know they have found the root cause?
• Which assumptions are they making about their purported root cause?
• What other possible causes have they considered?
• Track the number of your problems that recur over time. If this number isn’t going down, then those root causes aren’t root causes.
Staying ahead of the curve
Since many problems are preventable, perhaps you need to do something differently; perhaps you can learn from other people’s problems. You need your IT Provider to help avoid problems, possibly even more than you need their help to fix them. It is a pity, therefore, that many IT Providers tend to offer very little proactive help.
There are some exceptions. aNetworks has created a plethora of technical services thats sole purpose is to help prevent our clients’ problems. Our clients have fewer problems. Prevention is better than a pound of cure.
Good questions to ask your current IT Provider:
• What percentage of their support effort is given over to preventing problems, rather than reacting to incidents? (Is this percentage acceptable to you?)
• When they propose changes, what do they suggest to prevent the problems these changes might cause?
• When they fix the problem, how do they know that this is the only system that needs that fix?
Traditional IT support is notoriously reactive. aNetworks thinks ahead. Don’t be afraid to let us help you.
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