Newsletter January 2009
CEO Corner
by Dave Murray
HDIT – It’s coming to you!
Back in November of last year, I introduced you to the concept of HDIT-that’s High Definition IT. We talked about how HDIT is all about enhanced IT that provides a comprehensive, high-value experience. It’s about IT that goes beyond the usual analog method of fixing things after they break or doing maintenance on computers when they begin to slow down or falter. HDIT is all about making your computer just work so you don’t have to worry about it. We’re stepping up our efforts-adding more channels so to speak, so that HDIT isn’t just a concept, it’s a reality. And if we do our job right, that reality is so seamless you probably won’t even notice it.
As we talked about in November, part of the way we deliver HDIT is to monitor the systems we support. That certainly includes making sure your servers are online, as well as the monitoring for hard drive failures in workstations. But that’s just the tip of the iceberg…or perhaps the first high-res images in your digital broadcast. We’ve recently stepped up our efforts to capture a snap-shot of every server we support so that every single service is monitored and can be automatically restarted in the event of failure. We’re building custom disk space monitors to ensure disk space levels are tracked and generate alerts that are relevant to the way each server is used. All in all, we’re enhancing our monitoring everyday to ensure we can identify issues before they become problems.
Another element of HDIT is maintenance. With our administration software, we can take better care of each and every computer, whether server, desktop, or laptop, under our care. That includes the application of security patches, completion of scheduled maintenance like disk defragmentation or error checks, or even the rapid deployment of fixes or configurations. We no longer have to remote control your computer to tune it, tweak it, or repair it when there’s a problem. Now we can do the things that make your computer just work with just a mouse-click. HDIT means maintenance and repair are all just a click away.
There’s even more to HDIT, though, than just the monitoring and the maintenance. HDIT is also about the way we provide services. One of the other things we mentioned in our November newsletter was that we upgraded our ticketing system. Our new system allows us to streamline our processes from the time we are alerted to an issue all the way through product acquisition and deployment. In addition, we’re close to turning up our customer portal, allowing our customers to create, view, and edit their own tickets, making customer service just that much more responsive. And, of course, since standing up our NOC, we’ve expanding our ability to minimize downtime. Alerts come to our NOC when things do fail, and we’re already working on restoring services before the start of business hours. In many cases, we’re able to have things up and running before users even realize they’re down. Our proudest service moment is when our customers may not even know what we’ve accomplished.
In the middle of February, television is switching over to High Definition TV. At Convergence, we’re working on HDIT, but we’re not waiting until February. HDIT is available now, and it’s getting even better. We’re improving our monitoring, our maintenance, and even our service levels. If you want to know more, give your Technical Services Director a ring or an e-mail. Enhance your IT experience and make it HDIT. It’s here now and at your service.
If you would like to receive more information simply contact us.
What People Are Saying
- “The staff at Converge Networks has helped our organization become more efficient and effective. Whenever there is a network question, the Convergence service team is thorough and thoughtful about the support they provide. Convergence Networks is an excellent IT solution and is a part of what makes our organization successful.”
- Terri Sorensen, Executive Director, Friends of the Children – Portland