Most IT field service contracts are compared on resolution time. It is the headline number in every proposal, and it is the wrong thing to optimise for on distributed estates. Two different clocks Resolution time measures ticket raised to service restored. First response measures ticket raised to a human confirming ownership and next steps. Resolution…
Multi-site roll outs rarely fail on engineering. The installation itself is well understood. They fail on sequencing — equipment arriving before sites are ready, engineers booked against dates that slip, and a discovery in week six that one region was never scoped. Survey before you ship The single highest-return step is confirming site readiness before…
Break-fix has a reputation as the budget option — what you fall back on when the OEM contract lapses. That framing is wrong, and it costs organisations money on estates that are working perfectly well. What an OEM warranty actually buys A manufacturer support contract covers that manufacturer’s equipment, to that manufacturer’s terms, for a…
If you run infrastructure in a colocation facility you do not staff, you will have been offered “remote hands” and “smart hands” — often as though they were the same product. They are not, and the difference shows up precisely when you need it most. Remote hands: prescribed actions only Remote hands is the facility’s…
