SPI – Outsourced IT Solutions ^TM Provides Measured Service Delivery

Infrastructure Management Solutions
Our team will jointly define mutually agreeable service level agreements, cost and quality targets that meet the client’s business requirements and goals. Throughout the life of the service, SPI - Outsourced IT Solutions continually measures and improves its delivery against these targets.

The following components form the base of the measured service delivery:

·         The Service Level Agreements are based on all service delivered and defines the service that SPI - Outsourced IT Solutions will provide. SPI - Outsourced IT Solutions and the client jointly develops the service level agreements, which are updated periodically during the life of the service to reflect the client’s evolving service requirements.

·         An Operating Level Agreements defines the hand-offs between SPI - Outsourced IT Solutions and the client’s various internal, and 3rd party organizations supporting the applications.

·         The Total Quality Management Plan is a SPI - Outsourced IT Solutions required quality document that describes how we will deliver the service defined in the service agreement. These documents set the management and standards, tools and infrastructure, as well as meetings, meeting format, content of reports and escalation procedures.

·         Due Dates and Customer Expectations is a SPI - Outsourced IT Solutions process that focuses on measuring customer satisfaction. A valuable measurement tool used on all engagements.  It allows the client to identify its delivery priorities and, if they are not being met, allows us to react quickly to correct the situation. Each client establishes its evaluation criteria based on what is considered most important. On a regular basis during the life of the engagement, SPI - Outsourced IT Solutions rigorously measures performance and openly reports the results.

Due Dates and Customer Expectations program provides a foundation for SPI - Outsourced IT Solutions' focus on delivering on time and above client expectations. Using our client determined performance measurements, it is our goal to meet and exceed those expectations. The program assures you that we deliver. We are accountable for results and we focus on speed, reliability and providing value to our clients.

Our Approach
SPI - Outsourced IT Solutions leverages its Infrastructure Management capabilities to provide a total outsourcing solution. Delivered through a network of Infrastructure Management partner centers worldwide, SPI - Outsourced IT Solutions offers a consistent service approach to cost effectively deliver high quality support to national clients. SPI - Outsourced IT Solutions has developed a system of processes and methodologies for services managed both on-site and center-based. This support includes the following key capabilities:

·         Systems Operations: Data center hosting capabilities such as systems performance and monitoring, server operations, media management, and problem/change management, security and provisioning.

·         Network Services: Voice and data telecommunications, firewall management, intra/Internet administration, network planning and design, mobile/wireless services and LAN/WAN management.

·         Help Desk and Desktop Management: Customer support, service level monitoring and reporting, desktop hardware and software application, asset management, knowledge management and incident resolution.

·         Technical Support: Capacity planning, storage design, systems integration, server build and deployment, disaster recovery, database administration and technical refreshes.

To achieve the full benefit for your organization, SPI - Outsourced IT Solutions utilizes a collection of tightly integrated tools to perform network event and performance management services.

One of the primary objectives of our Infrastructure Management Solutions is to take advantage of the technological advances that allow stability, performance, scalability, and flexibility for all supported environments.