The most important rule is to be a trustworthy and capable vendor. A vendor that can offer not only a good price, but also the required range of services and experience in network integration, client/server implementations, and break/fix services.
Any number or combination of network management disciplines can be services including:
helpdesk and break-fix services.
service level management.
Within service level management we'll likely find opportunities to service software metering and distribution, security management, availability management, backup and recovery.
We are able to provide a series of standard and custom-tailored reports which allow continuous monitoring of the service levels as well as providing valuable input for performance management and capacity planning. The span of these services should cover servers, clients, and wide and local area network components
A key method for managing the service is through Service Level Agreements (SLA), which can be used not only to monitor service performance, but also to assess penalties to the sevice, if needed. We have a track record of being able to predict and then quickly support new technologies. To sum up, the service provider you seek is having all of these attributes:
state-of-the-art standards compliant tools infrastructure
skilled complement of staff
efficient, clearly articulated operational processes
ability to implement emerging technologies
commitment to invest in research and development
well defined procedures to:
assume ownership and assure resolution of problems
record, monitor, dispatch/route problems
enforce problem/trouble ticket flow
facilitate process and workflow
chart processes for problem escalation
facilitate routing, or actually dispatch trouble tickets to other service providers
provide service level reporting
provide a problem resolution data base
facilitate tracking and analysis of "bugs" on the desktop, server, and network equipment hardware, and software
facilitate configuration and change management