Tuesday, 07 February, 2012
Working with Harbour
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Your engagement with Harbour MSP will comprise three broad phases:
1. Design - captures requirements, agrees to a design and contracts at an agreed service level and price. During this phase, you work with our sales and pre-sales teams.
2. Build and transition - starts with an implementation call to agree detailed build specification. On completion, the environment is handed back to the customer for acceptance testing. During this phase, you work with our project management and engineering teams.
3. Operate - includes 24 x 365 management of the customer's environment at an agreed service level. During this phase, you work with the service desk and service delivery teams.
2. Build and transition - starts with an implementation call to agree detailed build specification. On completion, the environment is handed back to the customer for acceptance testing. During this phase, you work with our project management and engineering teams.
3. Operate - includes 24 x 365 management of the customer's environment at an agreed service level. During this phase, you work with the service desk and service delivery teams.
Design Phase
* Architecture - Together, we agree a design for the environment. Harbour MSP may not support full SLA's or commit to fixed prices for designs that are not approved by the Harbour MSP technical governance team.
* Proposal and service level description - You will receive a series of commercial proposals and service level descriptions, outlining services, the associated service level and price.
* Contract - We supply a plain-English agreement.
* Configuration capture - Harbour MSP will capture key configuration information throughout the engagement process, which is used in the build phase and for ongoing service management.
* Proposal and service level description - You will receive a series of commercial proposals and service level descriptions, outlining services, the associated service level and price.
* Contract - We supply a plain-English agreement.
* Configuration capture - Harbour MSP will capture key configuration information throughout the engagement process, which is used in the build phase and for ongoing service management.
Build Phase
* Project management - Customers will be assigned a project manager for the build phase.
* Implementation call - Once contracts are agreed, you have final sign-off on design and configuration data. Build cannot start until there is an agreed configuration - changes to design will require commercial and technical sign-off from both parties. If required, regular implementation meetings can be scheduled to optimise deployment.
* Data centre access and induction - Your team is trained in the security policies of the Harbour MSP facility and the access booking system.
* Service set up - While the environment is being built, service systems are being set up including portal access, ticket system access and billing.
* Acceptance testing - Once built, the environment is made available to for testing. You have five days to accept the service, or negotiate an extension, before it is transitioned to in-life operations.
* Implementation call - Once contracts are agreed, you have final sign-off on design and configuration data. Build cannot start until there is an agreed configuration - changes to design will require commercial and technical sign-off from both parties. If required, regular implementation meetings can be scheduled to optimise deployment.
* Data centre access and induction - Your team is trained in the security policies of the Harbour MSP facility and the access booking system.
* Service set up - While the environment is being built, service systems are being set up including portal access, ticket system access and billing.
* Acceptance testing - Once built, the environment is made available to for testing. You have five days to accept the service, or negotiate an extension, before it is transitioned to in-life operations.
Operate Elements
* Change control - When live, the environment moves under change control processes. This ensures that your additional requirements can be implemented with the lowest possible risk of failure.
* Service interface - Day to day service requests are initiated by sending a ticket to the 24 x 365 service desk, which will manage your task request to completion using the breadth of the Harbour MSP engineering team.
* Monthly reporting - If requested, Service Delivery managers can provide a tailored report showing availability, capacity utilisation and service history.
* Service escalation - Any problems can be escalated - commercial issues go to your account manager and service issues to your service delivery manager.
* Service interface - Day to day service requests are initiated by sending a ticket to the 24 x 365 service desk, which will manage your task request to completion using the breadth of the Harbour MSP engineering team.
* Monthly reporting - If requested, Service Delivery managers can provide a tailored report showing availability, capacity utilisation and service history.
* Service escalation - Any problems can be escalated - commercial issues go to your account manager and service issues to your service delivery manager.