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Systems Break


Things go wrong.  It is hard to find time to fix the underlying causes.

You want your brightest system admins and programmers to move the business forward, not deal with old problems to keep it running.

We give you an in-house, self-learning, documentation and incident management team that can handle up to 80% of a typical support team's process load.  

 

Now lets talk about those fixes.

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Systems Break


Things go wrong.  It is hard to find time to fix the underlying causes.

You want your brightest system admins and programmers to move the business forward, not deal with old problems to keep it running.

We give you an in-house, self-learning, documentation and incident management team that can handle up to 80% of a typical support team's process load.  

 

Now lets talk about those fixes.

We are an alternative to the impossible task of finding and retaining great system operators, developers and analysts who will also suffer the drudgery of keeping the trains on time.

Or worse, settling for mediocre ones who do mostly busy work and make little forward progress on your business goals.

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Execute


Don't try to figure it out.

Execute


Don't try to figure it out.

Something breaks.  If we have a procedure, we execute it.  If we don't, we escalate it to someone on your team who can figure it out.  But so that will never happen again ...

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Copy of Document


Just write it down.  Now.

Copy of Document


Just write it down.  Now.

Its our job to document the steps required to operate day-to-day and resolve process breaks.  We call this runbooking and it is the heart of our operation.  

It is where we separate context and judgement from procedure.  We spend a lot of time making sure our documents are clear and executable by anyone.  We believe anything can be proceduralized.

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Copy of Measure


And improve.

Copy of Measure


And improve.

We measure our key performance indicators and report on them weekly.  We track failures to respond and resolve incidents in agreed upon timeframes (built into service level agreements based on priority) as well as escalation reasons.  We track runbook productivity and throughput.  

We make sure you have a scalable and predictable procedural service level as the bedrock of your support organization.