Service Delivery Methodology
Technology’s Edge has been deploying technology solutions for companies large and small for over 25 years. During this time, we have refined a methodology for professional services engagements that is highly proficient and effective. What’s more, our methodology, outlined below, produces repeatable positive results from one client implementation to the next.
Survey & Assessment
This is the “discovery” phase where we evaluate our clients needs. We listen the client’s needs and help define the goals that are to be achieved from the implementation. We also survey and document, if it has not already been completed, the range of existing technologies that fall within the scope of the project and their configurations and inter-dependencies. By the end of the assessment phase, we have a clear understanding of the project goals and the existing infrastructure.
Design
In this phase, we specify the products and services which are necessary to achieve the project goals. Based on our extensive knowledge of multiple technologies, their performance benefits, their protocols, and configuration options, we select the appropriate products. We document our recommendations for pre-onsite configuration, testing and burn-in. We document the configurations of the new systems to be implemented, and we also document how the new technologies and configurations will work within the existing infrastructure. We take special note of budget constraints and specify products and maintenance programs that work within our client’s financial parameters. Only when our clients are completely satisfied with our design recommendations do we move to the next phase.
Scope Definition
In this phase we articulate the definition of the scope of work to be completed. We define the project goals in terms of performance improvements, technologies to be consolidated, new security protocols, or whatever the project calls for. For larger implementations with multiple phases of deployment, we will create task-based charts outlining the phases of implementation, schedules, the client’s responsibilities, and our responsibilities. We note the time frame in which the implementation is to be completed and base each phase of development on a time-table to meet the deadline. We also pay careful consideration to installation windows to bring the new systems online with minimal or no down-time wherever possible.
Implementation
Once the client signs our Scope of Services, we begin work on the implementation phase right away. Our first task is to assign a lead-engineer to the project who will, with the account manager, take end-to-end responsibility for the implementation. The lead engineer will also act as project manager and will prioritize tasks for both the Technology’s Edge team and client’s stated responsibilities to meet the project deadline. For multiple phase implementations, a signed work order will be required from the client for Technology’s Edge staff to move to the next phase. This ensures 100% client satisfaction over the course of the entire project.
Testing
Before any new systems or configurations are brought online into production, every system will be stress-tested in a lab type environment. This better ensures that the systems meet specifications and are performance optimized before the production environment goes live.
Training
In this phase we begin the hand-off of day-to-day management of the new solution to our clients. We review in depth all of the documentation created during the implementation and architecture phases. We show our clients how to maintain the configurations for peak efficiency. We will also continue to be available for ongoing questions should they arise.
On-going Support
We recognize that sometimes things go bump in the night. Technology’s Edge has a firm policy of supporting our clients after the initial sale. We make ourselves available by phone, email, cell phone, and on-site meetings when necessary. We provide a superior level of service throughout an implementation and on an ongoing basis to best meet our client’s requirements.
