Does Full Managed Server
Mean Full User Satisfaction?

If a full managed server is part of your service provider's offering, what kind of IT performance management agreement do you need to properly specify the services being supplied?

These services, which are invariable critical to your company's operations, typically include all the hardware, software and ongoing maintenance of the server that is dedicated to your business.

Outsourcers provide full time system administrators 24/7. This may be a commodity you simply cannot afford in-house and is likely one of the main reasons you're looking at IT project outsourcing.

Improved productivity and security are other good reasons to consider a full managed server from a provider selling managed services. The two main reasons companies require dedicated servers are:

1. Their website has a significant number of visitors.
2. They're running a complete e-commerce system and they need full control over that environment.

Before you sign for any type of managed services, it's best to follow these recommended practices:

• Meticulously define your requirements to ensure that you get the services required.
• Ask if the technical expertise you require is included or if you have to pay extra for this expertise. Normally as part of managed services, technical expertise is included.
• Make sure these services are reasonably priced. Suppliers try to tell you that managed services are much more expensive.
  • What is the true monthly cost, excluding any "sign up" discounts?
  • Are there "extra" services such as firewalls, security, databases, storage being included and therefore at an "extra" cost.
• Does your Service Level Agreement provide for a guarantee of 100% server uptime? If not, it should.
• Do you have full control over your servers? If not, then what control do you have?
• Are you able to choose what operating system is running your environment? If the outsourcer is telling you what you'll get, make sure it's the right one. You really should be telling him which operating system to use.
• Are there traffic bandwidth limits being imposed? This is generally not acceptable, because this is supposed to be one of the reasons you're signing up.
• Is genuine 24/7 support available year round? It should be!
• Look closely. Is the provider suggesting a shared hosting server as opposed to a full managed server? Be wary of shared hosted services because many companies who have tried this service have many horror stories to tell. Do your homework and really interview references.

The Bottom Line

This recommendation has been repeated several times in this website especially for those executives who are new to IT project outsourcing. Do NOT attempt to go down the full managed server path on your own.

It is vitally important that you do business with IT outsourcers who are skilled, certified, and knowledgeable about your business. You want true professionals who HAVE done this before, and done it successfully.

The folks contributing to this website include ITIL-certified professionals with real-world experience in IT performance management. Read on for details on how you can tap into their expertise - for free.

How To Get Help

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You won't get bogged down in details while browsing this site, but we DO have extensive in-depth information for you if you want or need it. It's free and all you have to do is ask!

Start right now by going to the Contact Us page and completing the simple online form. You'll receive immediate access to two authoritative industry books, which our site sponsor will mail to you at no cost.

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