Every so often something can’t get fixed. It lands on my lap. The other day I was asked to help with a new Mac. We had recently set up a new Mac for a client. And it was not behaving. It was slow starting up. And the Mac was what we like to call—throwing errors. To add another wrinkle this new Mac was also running the latest version of MacOS Mojave. So I gathered the team together and we spent some time running through of the Mac.
It is a fairly common practice for IT service providers to offer an SLA. A Service Level Agreement or SLA for short is a contractual promise to live up to an expectation. But what happens when that expectation goes unmet? Typically when an SLA commitment is not met the client is entitled to some recompense. Typically in the form of an invoice credit. The catch is this...
Sometimes in the world of tech there can be problems that are difficult to solve. And for whatever reason some of these problems are harder to solve than others. These technical difficulties leave both the user, the business and the technical person frustrated. When these challenges come. And believe me they will. It’s good to have a handy checklist of questions to ask.
One function of managing the tech in your business is procurement. Art of purchasing stuff. Depending on the IT provider you work with procurement can happen in two ways. One, they sell you stuff. Or two, they help you buy stuff. Both of these approaches come with their own challenges. For example, if your IT provider sells you stuff. You may question their pricing.
Products and services. When it comes to the tech in your business there are products and there are services. Knowing the difference between the two makes all the difference. Products are things like hardware and software. It is easy to get your head around hardware. A computer, server, printer or a mobile phone. And that is because hardware is very tangible.
The other day I was working on a problem on a request for a client. On the surface It seemed like this simple request. Hey Rob… Please provide me with X. So off I went to fulfill the request. Request required a series of what I would prefer to as complex steps. Things that just any ordinary tech guy would likely not no how to do.