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IT OPERATIONS
Nowadays, it is hard to find an organization or company that is not involved in profit maximization and process optimization. We believe that most small and medium organisations would drastically benefit form a dynamic business, operating with lower overhead costs, increased efficiency and reliable information across the organisation. We help our customers to achieve this increased efficiency by firstly ensuring that your employees can work as efficient as possible, and secondly by lowering your ict management costs & spendings.

The potential savings for a 20-seat customer installation is almost 3000 € per year. To implement these cost savings, the internal IT staff should know how to enforce ict operations best practices. Companies do not always have an internal IT Staff, or if they do, they are not equipped or trained to enforce these best practices resulting in cost optimisation.

How can ict4me help to accomplish this? In the sections below we give you an insight:

ICT SPENT ASSESSMENT

 

ict4me has created a unique service to assess your ict spendings. By optimizing your ict spending, we cut costs where possible. This way, we help our customers to improve efficiency and effectiveness of their ict infrastructure and management. A second advantage to this approach is that resources are made available to invest where necessary, e.g. new innovations to support accelerated business growth. This is how we create value for our customers.

The result of this ICT Spend assessment is a 5-page report that answers the three above-mentioned questions and highlights spendings that should be optimized.

 

Please click here to find out more about this great service!

Through a continuous updated Service Catalog we help you to optimize your ICT spending. Most of our platform services and services from our catalog can be metered by use (per user, device or service) and are contracted per month. By measuring the use of the services, different pricing plans and models can be deployed. This way of working will furthermore allow customers to reallocate ict-spendings through the life-cycle of a contract.

ON AVERAGE, THE COST OF A ‘COMMODITY’ SERVICE CATALOG DECREASES WITH 2% PER YEAR. OUR TRANSPARANT CULTURE LET YOU AS A CUSTOMER BENEFIT FROM THESE MARKET TRENDS
WHEN CONTRACTING WITH ICT4ME, YOU HAVE THE FLEXIBILITY TO ADAPT YOUR SERVICE CATALOG TO YOUR CHANGING BUSINESS NEEDS OVER THE LIFE TIME OF THE CONTRACT.

So, what’s in it for you? We are committed to reinvent ourselves on a continuous basis by challenging our service catalog and related pricing. If commodity trends in the ict market decreases the costs of certain services -own developed services or third-party services-, our customers will benefit via a price optimisation. The cost for running the commodity services will decrease and during the life-time of the contract, this optimisation is used to provision new services to your end-users. This way, the employee productivity and thus your organisation’s bottom line results will increase.

DO MORE WITH LESS
  • Running IT Costs

  • New Investments

CONTRACT FLEXIBILITY
  • Initial Catalog Value

  • Actual Catalog Value

  • Sustainable Catalog Flexibility Limit

What is the Proteum Platform®?

Under the name ‘Proteum Platform®’ we combine all technologies, applications, external service providers, procedures, work instructions and trainings to run our it operations capability.

 

Why the name ‘Proteum Platform®’?

In physics and chemistry, protium refers to hydrogen-1, the most common isotope of the element hydrogen, with one proton and no neutrons. As the simplest atom known, and while being completely colorless, it’s the most present atom in our universe.

And that’s what the platform would like to be: present at all our customers, without interfering with their way of working, so under the hood. The platform’s primary objective is to make life for our customers and it’s end-users easy. Easy for our customers means shifting the complexity internally. Automation to manage this complexity is therefore crucial.

The only goal of the Proteum Platform is to increase customer satisfaction!

 

What are the 3 key characteristics of the ‘Proteum Platform®’?

We have designed the Proteum Platform® with these characteristics in mind

  • multi-tier: the platform needs to enable internal it departments to (re)sell our services to their internal customer base
  • white-labelled: the platform needs to support multi-branding
  • http(s): the only communication protocol is http(s)
Combining these characteristics, it’s rather obvious that cloud applications are our preferred choice.

 

What are the benefits of the ‘Proteum Platform®’?

 

generic benefits:
ASSET & CONFIGURATION INVENTORY

Gain insight into your assets, ensure all your warranties are up to date, and review licensing models on a periodic basis. This information, combined with an overview of detailed configurations per assets allows you to make informed decisions.

ONLINE TICKET PORTAL

The Proteum Platform includes an online portal to not only log incidents and service requests, but via which end-users can also get a real-time view on the status of their logged cases. For people having the demand manager role, this portal gives the same information for the whole ict environment. Demand managers have a real-time view on all tickets and their SLA progress.

ONLINE CHANGE REQUEST APPROVAL

The same Proteum Portal includes the functionality to automate the change approval flow. People that have been given the ‘demand manager’ role have an extra tab in their online portal to decline or approve change requests. No paper work any more, but instead a fully digital process is at your disposal.

ONLINE PROJECT PORTAL

The functionality of the Proteum Portal can be extended in such a way that assigned project managers from the client can not only do a follow-up but also collaborate on projects. Change Request implementations can result in a structural change in the ICT environment. Transition or migration projects, or projects adding new ict functionalities to the ICT environment can be managed in a collaborative way via the Proteum Project portal.

CLIENT SPECIFIC ONLINE KNOWLEDGE BASE

The Proteum Platform® knowledge base is a knowledge-management engine that can be tailored to the needs of a specific customer. Customers (or the service provider on behalf of the customer) are able to build a company-specific knowledge base by collecting and organizing company specific knowledge and disseminating it to the employees and users of the ict environment.

A comment feature allows users viewing an article to comment on the article. This turns each article into a living document and makes it easy to keep information current.

The knowledge base is searchable on key words and structured in categories as requested by the customer. The knowledge base is accessible via the same portal via which tickets are logged.

ONLINE LEARNING CENTER

The Proteum Platform® online learning center is a training and certication center to help your end-users to know how to work with the Proteum Platform®; e.g. the general way of submitting a request or incident is explained via a web-based tutorial.

As a paying option, generic IT courses can be added to help your employees become more productive. Generic desktop computer skills trainings such as Microsoft Office courses, Apple courses or Adobe courses are included in the training catalog.

END-USER SATISFACTION SURVEY

The Proteum Platform® Survey feature provides an efficient and simple method of distributing surveys to determine end-user satisfaction with regard to service desk ticket response. Based on their feedback, the ict operations practices can be optimised. This way, the end-user satisfaction is increased year-over-year and the partnership between ict4me and the customer is strenghtened.

In addition, one of our pre-defined sets of Service Delivery Benchmark questions can be added to the survey, so you’ll be able to compare the overall service ratings to a market-conform set of other customers.

Surveys can be sent manually from the ticket window, or they can be set up for automated distribution using workflow rules. That way, we can make sure that surveys are consistently sent out when and how you want them to be.

SLA PERFORMANCE REPORTING

Our platform allows for automated reporting. Whether our way of partnering has resulted in 1, 2 or 3 types of Service Level Agreements, detailed availability-SLA, incident-SLA and even applicationresponse time SLA reporting is included out of the box.

all generic + extra benefits for those employing IT staff:
A PROFESSIONAL ICT OPERATIONS PLATFORM

The Proteum platform gives it departments access to an optimized ICT Operations platform, resulting in maximal automation and adaptive views on the ict environment they need to support towards their internal customer base.

ict4me will help the customer to build it’s own internal ICT operations management capability. By deploying our full suite of monitoring tools and by supporting the customer with ict4me’s virtual ict manager platform, we will help the customer evolve to a higher maturity level. This way, the customer remains in full control of its’ ICT environment, but can –at his/her own discretion- ask for expert support from ict4me through a fully integrated back-end platform.

All the generic Proteum Platform features (listed in the left column) are also at your fingertips:

  • continuous view on your ict environment
  • service desk with online portal for your end-users
  • health performance monitoring to measure availability and application response times
  • remote control assistance capabilities
  • proactive (mobile) device & patch management
  • and all the other cool stuff…

A dynamic ICT department, operating with increased efficiency improved end-user satisfaction is the objective.

A CO-MANAGED SERVICE DESK

Next generation of collaboration between your company IT staff and ict4me. A fully functioning ticketing system, with the ability to transfer tickets between ict4me and the internal it staff. Next to ict4me’s qualified Managed Services Engineers, you can rely on a team of highly experienced and certified Consultants on all competence domains supporting a wide range of vendors like HP, Dell, IBM, VMware, Citrix, Microsoft, Apple, NetApp, Huawei, Cisco, Fortinet, Palo Alto, Aerohive and many others.

So any gap in your internal competences or skillset is no longer an issue. Neither do holiday periods result in a drop in service quality from the internal it department, since ict4me is perfectly capable of bridging that period.

REMOTE CONTROL ASSISTANCE

Through our agent software, ict staff have a direct connection to laptops, desktops or mobile phones for end-user support and/or troubleshooting.

EXTENDED SUPPORT FOR END-USERS

In today’s 24×7 economy, it’s our opinion that a business hour concept is outdated. Flexible work hours are an important element to improve employee productivity. And if a business can be more efficiently run by allowing these flexible work hours, the ict service desk needs to adhere to the same principle. You can. Our end-user service desk is standard accessible from 8 o’clock in the morning till 8 o’clock in the evening.

By intelligently configuring the Proteum Platform, our engineers can take over end-user support in the period that internal ict staff is not available to them. ict4me has organised itself to be able to offer this great service to internal ict staff and to end-users by investing in a multilingual first line service desk, staffed by knowledgeable ict professionals.

INTELLIGENT ROUTING OF TICKETS

Would it make sense to let tasks be handled by certain groups of people, e.g. handle administrative tasks and printer paper/ink/toner issues be handled by administrative personnel; e.g. let business applications support be handled by dedicated in-house application specialists, … It is all possible! The Proteum Platform allows for intelligent rerouting of tickets to groups of people that get access to their own internal queue! By dividing the responsibilities you can optimise your internal way of operations.

And this process is also possible towards external parties, e.g. supplier-related maintenance issues. A ticket about a “broken laptop” laptop, can be forwarded to the ict equipment supplier. A monitoring alert that the website is down, can be forwarded to the website hoster. All vendors can be created and updated by your ‘demand manager’.

MONITORING & 24x7 NOC CAPABILITY

By deploying our full suite of monitoring tools, we will help the ict staff to evolve from a reactive to a proactive way of delivering support. This higher maturity level will enable the ict department to reduce the impact of ict incidents and improve the overall availability of the ICT environment.

Would your company or it’s employees be helped with a 24×7 NOC capability that keeps an eye on what’s going on overnight. Would the internal ict staff sleep better at night, knowing that they will not be alerted for small errors, but that a skilled team of first line engineers will reduce the amount of false positives to the absolute minimum, so your ict engineers are only awakened when it’s really necessary?

Through our platform, it departments have access to our 24×7 eyes to monitor their critical systems. In-depth health performance monitoring of all elements of your business’ IT assets. Servers, switches routers, firewalls, storage, backups, email, applications, services and processes can be fully monitored and reported back to your ict staff. Our escalation procedures alert ict staff as well as our 24-7 hot standby service engineers by automated pager-like messaging, emails, phone calls or any combination thereof. The process can be implemented with maximum flexibility.

IT OPERATIONS PROCESS AUTOMATION

The Proteum Platform goes even one step further than the co-managed service desk or our 24×7 eyes capability. The Proteum Platform includes a business process automation engine, that can be used to automate any ict process, e.g. a new hire process, or an automated process when a person leaves the company, a procurement & logistics process for ict equipment and peripherals, … This ict operations process automation engine gives internal ict staff the flexibility to automate any process.

CLOUD & ON-PREMISE HYBRID INTEGRATION CAPABILITIES

The Proteum Platform platform acts as an organization’s Swiss Army Knife. It allows companies to

  • Leverage existing legacy in the cloud
  • Build new applications “as a Service”
  • Migrate existing on-premise systems to the cloud
  • Migrate to the hybrid world of on-premise & cloud
A working IT environment requires a set of IT functions, applications and flows that run over multiple configuration items to be available for end-users. The most important IT functions to be available to end-users are:
  • Directory Services incl DNS/DHCP
  • Print Services
  • File Storage & Collaboration Services
  • Web Surfing
  • e-Mail Services
  • Voice & Video-conferencing Services
  • Business Applications

Running such an IT environment requires a Technical Service Desk, possibly extended with an IT administration Service Desk and an End-user Service Desk.

The availability of each of the underlying configuration item is the primary objective of the Technical Service Desk. ITIL® best practices are the foundations of the operating model. ITIL® is an integrated set of best-practice processes for delivering IT services to customers. The primary focus is to maximize value to end-users (the business) by aligning IT resources with business needs. At it’s core is the basic idea that value is provided in the form of business-aligned IT Services.ITIL® contains detailed process descriptions, flows, success factors, metrics and implementation guidance that organizations can adapt to work in their environment.

The ITIL® framework can help organizations establish and improve their overall IT Service Management capability, increase alignment with the business, maximize and demonstrate value to the business.

Our Proteum Platform® guides our customers in implementing a pragmatic ITIL Service Operations Methodology, which includes the following 6 basic processes:

ASSET (& CONFIGURATION) MANAGEMENT

Configuration management is the detailed recording and updating of information that describes an clients’s hardware and software. Such information typically includes the versions and updates that have been applied to installed software packages and the locations and network addresses of hardware devices.

Why is it used?

 

  • When a system needs a hardware or software upgrade, a computer technician can accesses the configuration management program and database to see what is currently installed. The technician can then make a more informed decision about the upgrade needed.
  • When the customer requests an overview of all licenses installed
  • When a notification ‘end-of-support’ or ‘end-of-life’ is received from the manufacturer, a list of all impacted systems that needs an upgrade can be built
  • To assess the impact of proposed changes
  • To plan technology refresh and software upgrades
  • To plan release and deployment packages and migrate service assets to different locations and service centres
Configuration items

A configuration item (CI) is an asset, service component or other item that is, or will be, under the control of configuration management.

Configuration items may vary widely in complexity, size and type, ranging from an entire service or system including all hardware, software, documentation and support staff to a single cloud service module.

Our Proteum Platform® acts as our Configuration Management System (CMS)

The CMS holds all the information for CIs within the designated scope. Some of these items will have related specifications or files that contain the contents of the item, e.g. software, document or photograph. For example, a service CI will include the details such as supplier, cost, purchase date and renewal date for licences and maintenance contracts and the related documentation such as Service Level Agreements and underpinning contracts.

Based on this information, we can support the full lifecycle management of IT and service assets, from the point of acquisition through to disposal.

AVAILABILITY MANAGEMENT

The fundamental objective of Availability Management is to ensure that all the IT services are available and are functioning correctly whenever customers and users want to make use of them in the framework of the SLAs in force.

The responsibilities of Availability Management include:

  • Guaranteeing the level of availability established for the IT services.
  • Monitoring the availability of the IT services.
  • Proposing improvements in the IT infrastructure and services with a view to increasing levels of availability.
  • Supervising compliance with the Operational Level Agreements (OLAs) agreed with internal and external service providers.

The key indicators on which the Availability Management process rests are:

  • Availability: the time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT services are to be accessible to users.

The availability depends on the correct design of the IT services, the reliability of the Configuration Items involved, their proper maintenance and the quality of the internal and external services agreed.

The main benefits of correct Availability Management are:

  • Fulfillment of the agreed service levels.
  • The customer perceives a better quality of service.
  • The number of incidents is reduced.
Availability SLA

The Service Provider strictly manages the availability and the IT environment to make sure that the performance of all core components meets the defined criteria in the SLA. How are these typical parameters defined in an availability SLA?

Let’s take a simple example: A network infrastructure component connects the end user to the server and storage infrastructure and therefore ultimately to the applications. A LAN Network Service is considered unavailable if some ports on a network component are unable to send or receive traffic. The protocols that will be used to test the availability are: ping, snmp.

Configuration items may vary widely in complexity, size and type, ranging from an entire service or system including all hardware, software, documentation and support staff to a single cloud service module.

Maintenance Windows

In order to guarantee the availability Service Level Agreement, proactive maintenance is needed on a regular basis for the components in-scope of the Service Level Agreement. This proactive maintenance is preferably done in a defined maintenance window that is clearly communicated to the employees of the client. This window is preferably also used for release management and the implementation of changes that require downtime.

INCIDENT/EVENT (& PROBLEM) MANAGEMENT

Configuration management is the detailed recording and updating of information that describes an clients’s hardware and software. Such information typically includes the versions and updates that have been applied to installed software packages and the locations and network addresses of hardware devices.

Why is it used?

 

  • When a system needs a hardware or software upgrade, a computer technician can accesses the configuration management program and database to see what is currently installed. The technician can then make a more informed decision about the upgrade needed.
  • When the customer requests an overview of all licenses installed
  • When a notification ‘end-of-support’ or ‘end-of-life’ is received from the manufacturer, a list of all impacted systems that needs an upgrade can be built
  • To assess the impact of proposed changes
  • To plan technology refresh and software upgrades
  • To plan release and deployment packages and migrate service assets to different locations and service centres
Configuration items

A configuration item (CI) is an asset, service component or other item that is, or will be, under the control of configuration management.

Configuration items may vary widely in complexity, size and type, ranging from an entire service or system including all hardware, software, documentation and support staff to a single cloud service module.

Our Proteum Platform® acts as our Configuration Management System (CMS)

The CMS holds all the information for CIs within the designated scope. Some of these items will have related specifications or files that contain the contents of the item, e.g. software, document or photograph. For example, a service CI will include the details such as supplier, cost, purchase date and renewal date for licences and maintenance contracts and the related documentation such as Service Level Agreements and underpinning contracts.

Based on this information, we can support the full lifecycle management of IT and service assets, from the point of acquisition through to disposal.

CHANGE (& RELEASE) MANAGEMENT
Service & change requests?

When an end-user or the demand manager asks for the provisioning of an extra user, an extra pc or printer, or an update of a software, these requests are categorized within the “change requests” family. When multiple incidents are linked, and together initiate a problem management process that -on its turn- generate a structural change in the IT environment, that change is also categorized within the “change request” family. Within the “change request” family, we distinguish 2 types of change requests which are treated in a slightly different way.

Small change requests, called “service requests” (previously known as ‘queries’) are defined as change requests with a resolution time and effort smaller than 30 minutes and of which the business impact is estimated to be low. These change requests can be immediately executed. “Service Requests” with a cost-impact (extra products, recurring services or an effore > 30 minutes) are always re-categorized as a “Change Request” and must follow the change approval process.

Changes of which the effort estimation exceeds 30 minutes, of which the business impact is considered to be higher, or an extra cost is involved will always be categorized as a “change request”. They need to follow the Change Approval process as listed below.

Change Approval Process

“Change requests” are to be approved before the project that will implement the change can start its intake process in the service provider’s project office planning. The approval is to be given by the Client and/or a ‘Change Advisory Board’. A straight-forward and pragmatic Impact Analysis, Implementation Plan, Roll-out Plan and Backup-Plan will be drafted to describe the requested change, its technical and operational impact, any additional costs that are to be approved and in what timeframe the change will be implemented. After approval by the Client (Demand Manager) or the Change Approval Board (CAB), the change request will start its intake process in the service provider’s project office planning.

The Client Approval can be obtained via our Proteum Platform® Portal. The Change Advisory Board (CAB) approval can also be optained via our Proteum Platform® Portal but can also be discussed in the monthly operational steering committees, after which the approval is listed in the Proteum Platform®.

Maintenance Windows

In order to guarantee the availability Service Level Agreement, proactive maintenance is needed on a regular basis for the components in-scope of the Service Level Agreement. This proactive maintenance is preferably done in a defined maintenance window that is clearly communicated to the employees of the client. This window is preferably also used for release management and the implementation of changes that require downtime.

KNOWLEDGE MANAGEMENT

The Proteum Platform® comprehends a knowledge base that is at the fingertips of the end-users and our clients.

What is a knowledge base?

A knowledgebase (KB) is a special kind of database that is used by companies to collect, organize and disseminate the company-specific knowledge of the organization to employees, customers, or both. Process descriptions (and soon training videos) will be available in this Online Help system.

It helps to guide end-users and demand managers in the way they could use the Proteum Platform® in such a way that they gain maximal benefit form their it environment and the support delivered by the service provider.

Client specific knowledge base

The Proteum Platform® knowledge base is a knowledge-management engine that can be tailored to the needs of a specific customer. Customers (or the service provider on behalf of the customer) are able to build a company-specific knowledge base by collecting and organizing company specific knowledge and disseminating it to the employees and users of the ict environment.

A comment feature allows users viewing an article to comment on the article. This turns each article into a living document and makes it easy to keep information current.

The knowledge base is searchable on key words and structured in categories as requested by the customer. The knowledge base is accessible via the same portal via which tickets are logged.

SERVICE LEVEL MANAGEMENT
What is a Service Level Agreement (SLA)?

Consider the following scenario:
A law firm, 40 lawyers, some administrative personnel. All their current and historic documents are saved on a file server all employees with clearance have access to. For safety reasons, they use 2-factor authentication. When this file server cannot be accessed, all business activity is suspended. When this happens, it is a business-critical issue for them, because they are often subject to legal deadlines.

As a trustworthy service partner, we are committed to let the client know within X minutes that we are addressing the problem, within Y hours how we will fix the problem or, and that we’ll have the objective to have a working solution or workaround within Z hours. In such cases, they need an IT partner who can react instantly, 24/7/365. And yes, we can.

On the other hand, there are plenty of support requests that do not rise to this level of emergency. When a printer fails, it can be dealt with during regular business hours.

As a service provider, we are committed and run the extra mile to meet a minimum set of performance standards based on the severity of the issue, which is the definition of a Service Level Agreement. A Service Level Agreement allows for modelling the customer’s service requirements as SLA Objectives. SLAs gives the service provider the ability to measure the actual level of service you provide to your customers.

3 Types of Service Level Agreements

3 types of Service Level Agreements are distinguished:

  • Availability SLA
  • Incidente Response SLA
  • Application Response SLA
Availability SLA

The Service Provider strictly manages the availability and the IT environment to make sure that the performance of all core components meets the defined criteria in the SLA. How are these typical parameters defined in an availability SLA?

Let’s take a simple example: A network infrastructure component connects the end user to the server and storage infrastructure and therefore ultimately to the applications. A LAN Network Service is considered unavailable if some ports on a network component are unable to send or receive traffic. The protocols that will be used to test the availability are: ping, snmp.

Incident Response SLA

ICT is complex. Guaranteeing a 100% fault-proof ICT environment is not possible. Although we strive for excellence in performance in all we do, things do go wrong or go not always as expected. But when an incidents strikes, it is of utmost importance that the reaction of the service provider is swift and accurate. These response times are defined in an Incident SLA.

Typical parameters to be defined in an incident SLA are:

  • due date and time of associated tickets
  • prioritization schedule based on Priority (and in some cases Issue and Sub-Issue)
Application Response SLA

Although IT has long been able to limit its role to managing infrastructures, it is now more and more often becoming a service center which must enhance its value added by guaranteeing application service levels. End-users need to be able to work efficiently, and therefore business applications needs to react promptly to the requests of the end-users. Guarantee availability and performance levels for application services is done by monitoring specific ‘end-user’ oriented indicators such as:

  • how fast does the erp-system need to react;
  • how long may it maximally take to load a collaboration website;
  • how responsive does an e-commerce site needs to be not to loose any customers, …
Service Level Reporting

To inform the demand manager about the achieved service level (under the condition that ‘advanced service level reporting’ is added to the customer’s specific service catalog), the service provider will provide quarterly (or monthly) reports. The reports shall include the following:

  • The number of incidents logged (incidents, queries, complaints) of the previous month;
  • The number of calls responded to within/outside the agreed-upon response time;
  • The number of open incidents;
  • Availability performance of the ICT environment in the previous period;
  • Serious deviations to the agreed-upon service-level-objective, whatever the nature;
  • Current and future changes (trends, important changes, service degradation by planned maintenance, etc.).
Service (Level) Manager

The Service (Level) Manager is the primary interface for the demand manager that represents the customer (as opposed to the user, who is serviced by the service desk). The Service Manager is responsible for:

  • ensuring that the agreed IT services are delivered when and where they are supposed to be, and at the agreed quality-of-service
  • liaising with availability management, capacity management, incident management and problem management to ensure that the required levels and quality of service are achieved within the resources agreed with financial management
  • producing and maintaining a service catalog (a list of standard IT service options and Agreements made available to customers)
  • ensuring that appropriate IT service continuity plans exist to support the business and its continuity requirements
Ict4me’s outsourcing proces is based on a hybrid model that combines 3 pillars:

  • the customer specific ICT Architecture
  • the service architecture & catalog, powered by ict4me’s Proteum Platform
  • the necessary expertise

The necessary competencies can be pooled out of:

  • ict4me’s eco-system of partners & third-party service providers
  • ict4me’s own staff
  • ict4me’s Talent Community which is a large network of freelance professionals

ict4me’s Talent Community allows us to deliver flexible staffing of ict professionals. We help to align the ict operational staffing needs to their individual service level needs in the most efficient way. We assure business responsibles that their ict capability can evolve so that their businesses can expand or change. Our Talent Community consists of experienced and certified professionals who all have been screened by ict4me in their experience in their respective competence domain.

By combining these 3 pillars, ict4me can remain consistent with it’s commitment of flexibility and transparency. Our multiple ways of partnering offers a choice to the demand manager: he or she can decide on the degree of responsibility that he or she would like ict4me to undertake in operating the ICT environment. It is a proven model that offers you the flexibility to grow or shrink as your needs evolve. A change in the required skillset or flexilibity required can also drive the way of partnering. In any case, our way of partnering allows for the customer to remain in full control of the ICT operations if he or she wishes to do so.

In short, these 4 pillars enable ict4me to function as a flexible extension of your ICT department!

ict4me’s engage.me service catalog is built on the believe that an organisation should be able to outsource a defined ‘to be’ ict architecture and pay for it in a ‘per user per month’ model. This model has been the driver for ict4me to cooperate with financial institutions to offer renting and leasing services to it’s customers.

 
For more information, please contact ict4me.
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