SOLUTIONS
SERVICES LIFECYCLE KEEP PACE WITH TODAY‘S
Connect with Experts
As infrastructure becomes more complex and user demands increase, IT is challenged to maintain pace with today’s rate of change. Additionally, the consumerization of technology products makes it difficult to govern and safeguard any infrastructure. As a result, organizations want a next generation partner to establish contemporary IT operations that reduce cost, improve security and service levels, and optimize service delivery.
In this Connect with Experts, Rich Emil, Director of Service Sales with PC Connection Inc., discusses support models that maximize efficiency and effectiveness, optimize costs, and sustain quality service.
RATE OF IT CHANGE Maximize Infrastructure Efficiency and Effectiveness
Rich Emil Director of Solutions and Services for PC Connection, Inc.
Q: YOU‘VE BEEN IN THE IT SERVICE DELIVERY SPACE FOR AWHILE. WHAT ARE SOME OF THE CHANGES YOU‘VE SEEN?
A: If you look at the way most organizations have grown, they’ve evolved in a very dynamic way. Either they’re very application centric or they’re very end-user specific. But that type of complexity in infrastructure is difficult. Nowadays, if an organization’s customer environment is changing at a faster rate than the organization’s infrastructure can adapt, there’s often cost overrun and service delivery slippage.
? Q: BREAK DOWN THE IT LIFECYCLE AS PC CONNECTION, INC. SEES IT.
A: The first area is the lifecycle of the assets and hardware we expect in a customer’s environment. That equipment has to be planned for, acquired, provisioned, and deployed. The second area is asset support—all equipment needs to be moved, upgraded, and maintained. This second area also includes break-fix activities and disposal/repurposing.
Q: HOW DOES PC CONNECTION, INC. STAND OUT FROM OTHER SOLUTION PROVIDERS?
A: One of PC Connection, Inc.’s key value propositions has to do with its service desk. Let’s look at it in three parts: the way we establish controls, the way we profile all incidents, and the way we render support. This service model goes through our overlay team, and that results in a complete, well-planned solution—and better experience for our customers.
Q: WHAT CAN CLIENTS EXPECT FROM PC CONNECTION, INC.? RESOURCES:
www.pcconnection.com/ITchange
A: Clients get a dedicated pre-sales solutions expert that will take the time to understand what drives the customer. Take an OS migration for example; why would a service provider be looking deeper into what's happening? Is it changes in applications? Is it security? Is it that the client has an ancient infrastructure? Is it support costs? We’ll examine their roadmaps, their support challenges, and their ability to handle the requirements of today and tomorrow.
50 Solutions and Services Playbook INTERNAL USE ONLY #8276 0515
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