A process breaks.  If we have a procedure, we execute it.  If we don't, we figure it out or escalate it, then we make it a procedure for the future.

It's pretty simple: over 50% of a typical operation team's effort is repeatable procedure.  

so we only figure it out once and save you that 50% forever ...

Which should be easy, right?

Lets be real, it is difficult finding your key operations people. They need to gain a ton of context and knowledge of how you work. So you want to hire them young and train them up.

But instead We can effectively double your existing team's time and increase their retention by removing the work they don't want to do anyway. That gives you an immediate impact.

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.

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.