If only things always went as planned. A longed-for vacation on a sunny beach is instead spent in a stuffy hotel room due to an unexpected rainstorm. The home improvement project the contractor said would take three weeks? It’s been three months, and the project’s completion is still a long ways away.
Even in the business world when a contract is in place, all the i’s are dotted and the t’s are crossed, a number of things can transpire to change the anticipated outcome. That’s why Peak 10 employs processes to help ensure that it delivers the services you want, the way you want them, when you want them — and at the level of quality you expect. Among them is the joint technical review (JTR).
JTRs are conducted annually for customers with mission critical business applications hosted by Peak 10. (Similar types of reviews are also provided for customers with less complicated infrastructures or needs.)
Why Reviews are Essential
The JTR provides a formal process that enables both you and Peak 10 to take an in-depth look at how the services it is providing to you aligns with your contract; how well the services are performing and meeting your business requirements; and what, if any other services, might be better suited to your company’s specific needs.
Consider how changes in personnel, unanticipated company growth or other aspects of your operations can affect your IT resource needs. The same holds true for new or changing regulatory requirements, security threats and technologies. What you needed in the first year of a three-year contract may no longer satisfy your requirements in years two and three — or new solutions may be available that better meet those requirements.
By sitting down with you to go over your current contracted services and discuss your expectations, your satisfaction with Peak 10 and any new or changing initiatives and goals, Peak 10 can better ensure that it is delivering what you really need.
The JTR Team
JTRs are led by the Peak 10 director of service delivery (DSD) for the market in which you are located. The review team also includes a variety of Peak 10 engineering and technical specialists, the Peak 10 customer account team and, as appropriate, the Peak 10 compliance and legal staff.
Customer involvement in the review process is essential to its success, so it’s recommended that you include any individuals involved in IT operations directly affected by the Peak 10 services. Peak 10 will provide information in advance of the JTR to minimize any time required on your part, and work with you prior to the face-to-face meeting to define objectives, expectations and an agreed upon agenda.
The JTR Process
While JTRs entail a number of specific steps, the one conducted with you will be tailored to your account. In general, you can expect a JTR to include:
- The pre-JTR phase:
- Internal review by Peak 10 of your contract, scope of work (SOW) and other relevant documentation
- Validation of contracted services (i.e., are all services contracted for being delivered as promised?)
- Internal assessment of service performance (i.e., are the services delivering the expected uptime or other results?)
- Detailed audit of your IT environment, including physical and logical architecture
- Review of items such as specific server thresholds, cloud resource capacities and backup directories
- Assess audit results against industry best practice, applicable operational frameworks and customer business requirements
- Review of overall service year and Peak 10 performance (For example, were there any outages and if so, how did Peak 10 handle the communications to your company and resolution of any issues the outage may have caused?)
- Internal review of findings and development of remediation plans, if necessary, or other actions as needed
- Customer call to set agenda, define objectives and expectations and schedule in-person meeting (meeting can be done by WebEx or phone if necessary)
- The JTR meeting:
- Review current contract and SOW
- Present findings from phase 1 activities, including alignment of services with contract
- Gauge satisfaction with services, current SOW and overall interaction/communication with Peak 10
- Address issues such as performance improvement you would like to see, security concerns and regulatory requirements
- Gather additional information, including what services you would be interested in but are currently not offered by Peak 10
- Discuss new or changing business requirements and any initiatives that your company has over the next 12-18 months
- Discuss expected capacity changes for the next 6-12 months
- Discussion of any relevant Peak 10 operational, process or service delivery changes, as well as new services as appropriate
- Post JTR:
- Delivery of report documenting the JTR and any “next steps”
- Gap analysis based on information gathered during JTR (For example, are/will current services meet your company’s new initiatives or growth over the next 12-18 months?)
- Presentation of recommendations to your company
- Refinement and implementation of remediation plans, if required, to address any issues or concerns expressed at the JTR
- Follow-up meeting as appropriate
Peak 10 is in IT with You
Peak 10 is committed to doing everything possible to help you optimize your IT assets. The JTR is just one of the many tools employed to help ensure your satisfaction with Peak 10 — and your overall success. After all, your success IS Peak 10’s success too.