The Business Advantage ICT Management Solution is a fixed fee, unlimited support agreement which changes the focus of your IT partnership from reacting (fixing IT problems as they occur), to focusing on planning, alignment, problem prevention, user productivity improvements, operational risk reduction and ultimately predictable results.
By providing all ICT Services and Support for a fixed monthly fee we assume the risk associated with managing your ICT environment. What does this mean? Issues that occur now cost us both money, not just you. This changes the dynamic of your ICT partnership from simply fixing ICT problems reactively, to focusing on user productivity, risk management and predictable positive results - giving you back freedom to focus on what is important to you: your core products, your services and your clients.
Our team will perform proactive network administration to ensure your environment is operating efficiency. In order to achieve this result, our Network Administration team will:
In addition to receiving proactive server monitoring, we will perform monthly server maintenance including but not limited to the following:
As we assume the risk of managing your IT environment, it makes it important to ensure your critical systems remain available and running at optimal efficiently for all staff. A critical part of managing this risk is monitoring your systems in real-time from our Network Operations Centre (NOC) in Brisbane, QLD.
This monitoring not only saves you time and money, but serves two key functions:
Our team of qualified ICT engineers are available and ready to meet your service requirements. As we now take full responsibility for any problems that occur, Business Advantage clients receive the following:
Vendor Management is integral to the Business Advantage Solution. Vendor management saves clients’ significant money, time and aggravation. PKML will take ownership over managing external ICT vendors including internet, printer, phone, website and software suppliers, and will provide the following functions:
Staff now no longer need to relay technical information between vendors or determine who is responsible for a particular fault, as PKML assumes complete ownership over all your technology systems on your behalf.
Each month you will receive a report on the performance of not only your system but on the contractual terms of the delivery of services:
Your IT Team is structured on IT Service and Support functional best practice. The full service includes Service Desk (SD), Technical Account and Alignment Management (TAM) and virtual Chief Information Officer (vCIO).
Your Service Desk team (for day to day operational service) is responsible for:
Your vCIO will also arrange a quarterly IT planning meeting to present a report on the overall state of your IT systems and projects, address any challenges you may have and discuss your overall IT strategy. This will include planning & budgeting as well as suggestions and improvements as to how you can better utilise technology to meet business outcomes.
Business Advantage customers have contracted service delivery key performance indicators written into their agreement which covers guaranteed response times, through Service Level Agreements (SLAs). Service requests and incidents are logged through the Service Desk or your Technical Account Manager (TAM), and the following table describes our standard SLA.
Note: Response matrix assumes 1 hour = 1 “business hour” (outside of business hours does not factor towards response SLA) When a job is added to the system it is assigned a priority based on the SLA and the severity of the issue as agreed by TAM and/or the customer, or as defined by the Monitoring System. Escalation occurs when the time exceeds the “Escalated” column in the table above. Our job monitoring solution automatically notifies the management team that the ticket will soon exceed the SLA.
PKML Professional IT Services team guarantees its services. Should we fail to perform within SLA or we are not performing in accordance to the service levels and scope of service committed to you, we offer a full or partial refund for each particular period (month) in question.
As PKML assumes shared risk of your IT systems, a thorough on-boarding procedure is undertaken including documentation, auditing and requisite activities to bring your IT systems up to an acceptable best practice level – allowing our services to be implemented effectively and efficiently. Your staff or nominated point(s) of contact will benefit from the on-boarding process through a complete understanding of how to best engage and work with us for support, service, business support and management escalation – just like we are one of your team! The following table gives an overview of the on-boarding process:
The following are outside the scope of the Business Advantage fixed fee agreement and will incur a fee to deliver.
1Contract exclusions are items generally considered as “moves, adds and changes” to the baselined systems. Examples of contract exclusion items include:
Managed endpoint security is a value-added managed security service, we highly recommend, that complements Business Advantage Managed ICT. PKML managed endpoint security is powered by best in class Sophos security technology. We configure, monitor and maintain to our minimum best practice standards. Unlike traditional “anti-virus” products, PKML managed endpoint security works hand in hand with the PKML managed network security bundle, and includes the following capabilities:
PKML managed server security, also powered by Sophos best in class security technology is configured, monitored and maintained to our minimum best practice standards or higher. Unlike traditional “anti-virus” products, PKML managed server security works hand in hand with the PKML managed network security bundle, and includes the following capabilities:
PKML managed network, powered by market leading Sophos security technology, is configured, monitored and managed to our minimum best practice standards or higher. The PKML managed network security bundle is configured for practical integrated industry best practices in network security, and includes the following capabilities:
PKML will manage your investment in Microsoft Office 365 productivity bundle. You will obtain access to world-class hosted email server platform, backed by #1 integrated Office productivity software, always staying up to date with the latest standard revisions and capabilities. Microsoft Office 365 Business Premium productivity bundle includes the following capabilities:
If you are interested in exploring any of these solutions, please contact one of our friendly staff and we will arrange a consultation and needs assessment.
PKML's Professional IT Services vision is to build better businesses. We deliver real results.
We leverage proven management principles with innovative technology and effective business processes to deliver outcomes that matter. We take a fresh perspective to delivering innovative and effective solutions and communicate clearly and in a language, you can understand. Key technology trends are enablers and were properly applied to your business, can help achieve competitive advantage and drive down the cost of doing business. Some of the key technology trends today impacting businesses include:
We work with you to understand the implications of these trends, in light of the economic climate, understand how these trends impact your industry and business. We jointly formulate plans and solutions to mitigate risks, drive efficiency and align with strategic objectives. Together we execute in a results-oriented fashion to produce real outcomes.