Frequently Asked Questions
Who should be thinking about iTWatch™ Managed Services?Who should be thinking about iTWatch™ Managed Services?
Anyone that is responsible for keeping equipment, systems and/or applications up and running for their company. iTWatch should be explored if you are interested in decreasing downtime, improving network and hardware performance, lowering costs, increasing efficiencies and providing protection against security breaches.
What is iTWatch Managed Services?
iTWatch Managed Services provides value-added services via a two-way data communications channel between you and ATS. The services ATS provides can range from remote diagnosis and repair to 24x7 monitoring of system health to outsourcing system management functions and more.
What is the difference between remote support and iTWatch Managed Services?
Remote support is typically reactive and the connection is established on an on-demand, as needed basis rather than a continuous connection. Managed Services is proactive and can include remote support but it also includes value-added services over and above the "break-fix" model.
Remote support is intended to help you recover a failing system. iTWatch Managed Services helps you avoid downtime, maximize system productivity and forecast failures before they occur – keeping your system up and running.
What if our product is not equipped with iTWatch capability?
It is a common misconception that the equipment you are servicing must have Managed Service capability built in. This is far from the truth. iTWatch software provides the means to service enable just about any intelligent system.
Many companies we work with found this hard to believe. Their own product engineering group would say it is impossible and the service group would have their hands tied. That is, until it was demonstrated to them how iTWatch technology dropped right in and their product was now Managed Service enabled.
How is iTWatch going to benefit my company?
When done properly, iTWatch will provide your company with:
Who in our organization should own the iTWatch Managed Services effort?
Ultimately, anyone that is responsible for IT operations within their organization will be the enabler of Managed Services.
What technologies are required for iTWatch Managed Services?
A continuous, [near] real-time connection that your organization accepts as secure and minimally burdensome is the starting point for Managed Services. Once the communication pipeline is in place, iTWatch places an enabled server in your environment. The iTWatch software is non-intrusive to your network and the data only flows outbound.
What are some examples of offerings?
These examples fall into three categories.
All of these services are available through iTWatch Managed Services.
Where should my organization start?
Determine where Managed Service sits on your priority list. To answer this question you should understand the opportunities Managed Services can provide your company as well as what others in your industry are implementing as their own version of managed services.
Once the opportunity is understood, you are then empowered to give Managed Services the proper attention it deserves.
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