Let the service company deal with the IT service providers

Cheaper and faster problem-solving. That is the foundational thought behind letting a single service company take care of the IT infrastructure and communications with the IT service providers for customers. This is where the Swedish company Seavus sees an opportunity to help.

When a server starts to act up, you first call the server provider, who points you in the direction of the operating system provider. From here, you are sent to the provider of the virtualization solution, and so forth.

As a customer, it is easy to despair when you are continuously sent back and forth from provider to provider, who don’t want to, or can’t take responsibility. Sometimes a problem is not just the responsibility of a particular service provider but as a customer, it can be very difficult to understand the situation

Nikolce Davcevski is the Manager of the Infrastructure division, at Seavus. According to him, there are many advantages in having a company that manages the user company’s all IT service providers, including lower cost, higher speed, experience, and broad expertise.

But aren’t you just moving the problems with IT service providers from the user companies to the contact company?

No. When the customer makes contact with the service providers’ support by themselves, they initially come to the first line of support, then to the second line, and so forth. On the contrary, when we call, we immediately get into contact with the service providers’ experts, explains Nikolce Davcevski.

On top of that, long-standing expertise and experience enable Seavus’s staff to solve the problems faster than most user companies can do on their own.

We had many customers who were afflicted by similar problems and we have solved them successfully, which is a prove that we are capable of reaching solutions fast. We’re talking about 24 hours instead of three months in some cases.

Reduced workload

A foundational idea for such an arrangement is that the amount of work required to solve technical problems should decrease. This is possible due to the fact that a specialized company often sees the same or similar problems, and its staff learns how the problems should be solved.

One of the advantages is to be able to offer complete service offers, where the customers don’t have to buy “the last 20% from someone else”. There are different types of service-level agreements (SLA’s) – everything from 99% uptime to “five nines”.

When it comes to IT environments, the customers can have their own data centers, use Seavus’s hosting services or other hosting providers, as well as use public cloud platforms, such as Amazon or Microsoft’s Azure.

Companies in Sweden have difficulty recruiting competent IT staff that can deal with all infrastructure projects and problems, since the access to this high skilled staff is a compelling battle, asserts Nikolce Davcevski.

Read the original article here.