The Changing Face of IT Network Maintenance

Is it, for example, the case that the education process between resellers and their customers is failing? And is feedback being actively sought after on which to tweak product offerings?

Ideally, resellers should aim to generate clear dialogue with their customers, educating them about the significance of clarity when defining procedures, and the value of business continuity. They need to show customers how they will both implement and support the network system through a proactive due diligence process. A more frank discussion early on in the supplier/end user relationship in regards to possible weaknesses at the customer end which could affect how the network is managed, could also save much pain later on.

Measuring performance based on downtime or conversely key application availability, should be a key aspect of network maintenance and whilst it is not easy to capture there are solutions available to assist in gathering this data. Resellers for example, should try to break down the networks they provide into manageable sets of components, which whilst highly interdependent on each other, can be monitored individually in regards to availability. In doing so, they can focus in on the requirements of each key area of the network, ensuring that they operate as required without the daunting challenge of trying to assess the downtime of the network as a whole. If setup in this way, it also brings the customer advantages, as they are able to be informed more accurately about a problem when it arises, and the length of time that is likely for it to be fixed.

Remote management is also becoming increasingly sophisticated following a change to a ‘holistic’ analysis of the overall network.  Forward thinking methods are now able to identify a potential incident before it occurs in contrast to the traditional ‘break fix’ model, which focuses on mending individual incidents once they have occurred. With Cisco’s Smartcare, for example, Networks First is helping to develop a system that regularly reports back on various aspects of the assets that make up the network, making it possible to highlight the age of key components and provide suggestions based on available software upgrades. If successful, Networks First believes that the concept could go some way towards a similar multi-vendor solution all be it limited by the data that only a manufacturer can contribute.

Achieving the ultimate goal – delivering customer benefits:

There are definable benefits for the customer, which are prompting changes in the ethos of network management. Previously, customers were often satisfied if an engineer arrived at the scene in good time, without a full assessment of the overall speed or quality of the service. With improved planning for end of life products, and guarantees that the systems provided will always be operating at the levels defined in the service agreements, organisations can financially plan for the future. By linking software maintenance to network availability, it is possible to identify a clear return on investment for IT infrastructure projects.

Companies will be surprised at the overall level of savings that they will be able to generate. It is well known that many organisations are not aware of the full impact of network downtime, especially the knock on effects, such as loss of production and loss of potential new business opportunities. Network maintenance is only a commodity if the network doesn’t matter and this isn’t the case for almost all businesses especially in a recession.