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IT Infrastructure Best Practices Yield A Consistent Experience for Peak 10 Customers

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ITIL Principles are the Backbone of IT Service Management at Peak 10

A Need for a Better Solution to IT Management Challenges

“I have a small staff. I don’t have a lot of people. I want to spend my time on areas that matter to our business, driving revenue, focusing on competitive applications, and not having to worry about things that are infrastructure or hardware-related.” –Peak 10 customer

The above is the basis for Peak 10’s ongoing effort to help customers drive positive business outcomes by offloading ancillary IT infrastructure activities to our expert team. People drive change; technology enables it. We aim to be the experts for our customers, and since technology changes fast, Peak 10 changes with it.

People drive change; technology enables it.

ITIL (Information Technology Infrastructure Library) is a set of practices for IT Service Management (ITSM) that aligns IT services with the needs of business. With the ITIL framework serving as a basis for the total expertise of our engineers and subject matter experts, our delivery team is evolving to automate processes for a faster and more streamlined customer experience.

Utilizing IT Infrastructure Best Practices: ITIL

ITIL is the predominant industry approach to ITSM. At Peak 10, ITIL serves as our foundation for delivering IT services to each and every one of our customers. First, we have made a concerted effort to ensure that nearly all of our engineers are ITIL-trained and certified (currently 90%), while 95% of Central Technology Assistance Center (CTAC) Operations employees have completed extensive customer experience training. Secondly, there is a Peak 10 Process Leader for each key process that exists within the ITIL framework:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Continuous Improvement is a Key Principle

Peak 10’s advanced approach to ITSM is centered on transparency to customers and the commitment to continuous improvement. Our goal is to utilize a proven methodology for IT practices that enables efficiency and operational discipline within the organization.

The most critical objective of ITIL is continuous improvement for IT Service Management.

We are actively working on further improving speed to business value via automation throughout all layers of Peak 10 service delivery. Customers can expect a faster, streamlined experience, total transparency into IT environments, and solutions delivered via a platform with automation capabilities for every function. We have the technology and the people to support a successful change for the better.

Our focus on IT infrastructure best practices will bring new functionalities for customers and improved business outcomes. As we continue to upgrade and advance the Peak 10 experience, we feel honored to work with customers side-by-side to achieve IT goals and deliver continuous business value.

ServiceNow®, the ITIL Enablement Platform, is the Core of the Improved Peak 10 Customer Experience

ServiceNow is Peak 10’s best-in-class ITIL Enablement Platform developed to house all operational data, available for customers to view at any time. Our service delivery mission is to empower customers to have full awareness of their IT activities and provide the expertise to answer questions and address issues as they arise.

Peak 10 Service Delivery Credo

We must never forget that our success is measured through the success and satisfaction of our customers. We work with technology. But we work for people. Those people are our customers – and their customers. Without our customers, Peak 10 has no purpose. The infrastructure, services, and support we provide enable our customers to achieve their goals.

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About Peak 10

"Our values are the foundation for everything we do at Peak 10, and are ultimately what enable us to earn our customers' business and their trust."
David H. Jones,
Board Member, Peak 10 + ViaWest