IT is a vital support function for almost all businesses of all sizes. Companies that engage Shamrock understand that IT is not a one-size fits all function. Shamrock is fully aware that a company is making a major business decision when entrusting Shamrock with its IT managed services. Shamrock considers it absolutely necessary to establish a collaborative working relationship with each of its customers. To ensure a smooth managed service transition, and to ensure delivery of exceptional IT services, Shamrock (1) introduces its capabilities to future customers, (2) gains an understanding of a prospective customer's business and its IT environment.
Before proposing a managed services offering, Shamrock employs the following activities to become acquainted with a prospective customer:
- Introduces key members of the Shamrock team, outlines Shamrock's offerings, and provides relevant examples of its services and work products
- Conducts interviews with appropriate customer personnel to understand the customer's business and IT's current and potential role
- Provides the customer with Shamrock's Customer IT Questionnaire; subsequently Shamrock analyzes questionnaire responses
- Reviews currently available documentation, and IT policies and procedures
- Performs an IT infrastructure walk through
For clients with more complex IT environments, Shamrock will recommend a project to perform an initial assessment. This analysis enables Shamrock to gain a deeper level of understanding of a prospect's IT infrastructure, allowing Shamrock to present the customer with an accurate managed services statement of work.
From Shamrock's acquired level of understanding of a prospect's business objectives and supporting IT environment, Shamrock creates and presents a managed care proposal. The proposal will include service components, prices, and service level agreements. The specific services included in a managed service proposal will be based upon a business's specific needs.
When Shamrock identifies gaps between a customer's current IT operations and an optimized IT environment required to achieve a company's business objectives, Shamrock will propose a candidate list of IT projects, and prioritize these projects to reduce risk, and gain competitive advanage.
The managed service proposal will be presented to a prospect. The goals of managed service proposal are to ensure the customer is informed on IT needs, that expectations are understood and aligned, and to ensure that the customer is comfortable with the managed service arragement. Components of a managed services proposal will include:
- An outline the specific services and the scope of those services offered to the customer
- Expectations for each party and defined roles
- Designate Shamrock IT point person and client point person and contact information
- Definition of service level agreements
- Disclaimers and exclusions
Email this page
Printer-friendly version