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A maintenance plan for a system combined with helpdesk support for its users.

CareServe is the foundation that all KNS support plans are built on. System maintenance and end-user support is the core of this plan and both are as vital to operations as the system itself. Over 90% of our helpdesk support is now provided using secure remote technology which allows an immediate response to a user’s support needs on their schedule, not ours.

This plan provides a host of benefits right from the start. We provide an initial evaluation in order to become more familiar with the environment. The primary goal of the analysis is to develop a maintenance plan and be in a better position to support users, but it also provides our members with a wealth of information about their systems.  
 System Evaluation
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Determines the environment and identifies failure points in the system.
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System inventory including network and telephone.
 Maintenance Plan

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 Ensures a system is working at peak performance.

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 Maintain security and system patches
 Help Desk Support

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 Direct support for system users.

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 Immediate remote support for most issues.
 IT Policies

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 Provides users with system guidelines regarding system use.

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 Reduces liability on user actions.

One of the most critical components of a healthy system is support for end-users. A user needs to be knowledgeable of the general function of a system, how to perform their tasks, and have direct support when necessary.

It is not uncommon for a user to spend valuable time attempting to solve issues when the problem may be solved in just a few minutes with support. They are also more apt to call if they know the help is immediate and will not generate a service call with a charge.

Even with average use, a computer system will begin to lose performance over time. Tasks such as data stored to drives and program installations have an impact on how well a system operates. Not to mention the security risks that have little to do with how a system is used.

All systems have built-in logs and tools that will generally give warning signs of major issues. In most cases, even hardware problems can be detected well before failure. 

A maintenance plan ensures a system operates at peak performance, and updated with security patches. On average a maintained system will operate 30% faster and extend the life by up to 60%.
  Copyright @ 1999 KNS