5 steps to implement Maltem Insight Performance
The software of MIP supervision provides the service levels delivered to users. The performance and usage of network links, applications and infrastructures are enhanced through a measurement strategy aligned with your business needs. This unique IT monitoring platform gives you an accurate and global vision of the information system (IS). Over time, both simple and precise, allowing you to benefit from a clear interpretation of the data collected through decision-making and operational dashboards.
Step 1: Understand the existing situation.
During this stage, our teams analyze the client’s technical and business context. Thanks to a methodology that has been specifically created, it is a real audit that allows to understand the existing information systems.
First, the technical level. To know which tools are deployed; the active directory, Proxies, Firewalls, Load balancing, single sign on, data center (cloud or hybrid), providers (network, sdwan, application and hosting).
Then the security context. To know if the client’s services are well protected. For example, the choice of SaaS deployment (internal, external, hybrid).
Then the political context to understand the intentions of the information system measures for the various stakeholders (operational or management for example).
The objective is to understand the client’s maturity: what has been put in place, what has worked, and what has not.
Step 2: identify the needs
After the audit, which allows us to know at what level of maturity the customer is (ITIL), we can define the objective of the project. There are five levels in what is called IT maturity, our goal is to pass at least one level.
Most customers are between the reactive and proactive levels. At the reactive level, users play a role in reporting information system problems. At the proactive level, the problem is detected even before users are subjected to the system failure.
To carry out this evolution, we base ourselves on the level of service defined by the customer, and we define with him the KPI and outputs which will be useful to him. The challenge for this work is to match the KPIs of the MIP portal to the KPIs of the client.
For example, match the criteria of application availability, recovery rate, to criteria such as the rate of reactivity to the ticket created, number of closed tickets. Etc.
In this context, being able to count on the feedback and experience sharing of MIP and its references is extremely useful. The platform has been in existence for more than 10 years and supports SMEs and large international accounts.
Step 3: Choose the modalities of the intervention
Three modes of intervention are possible: Emergency, Pilot, Production.
Within the framework of the emergency, our teams intervene directly in the analysis and the piloting of the performance. We analyze the performance of the information system and produce hypotheses and recommendations for their rapid improvement.
As part of a pilot project, our teams install the MIP solution on a reduced perimeter before imagining its extension on a larger perimeter.
This is the intervention in production. In this context, beyond a strategy on a complete perimeter, the MIP solution is integrated into the client’s entire business. Its reporting, its ITSM tools, its processes between service-desks.
Step 4 : pilot the intervention
Both teams are working together to integrate the solution, and our delivery manager ensure the proper execution of the project.
An integration project lasts approximately three months. Very regular meetings are organized to discuss the quality of the information and the added value of the service.
The client’s teams are fully trained during this period to be able to pilot the platform once deployed.
Step 5 : a long-term relationship
MIP is now a managed service which includes not only the platform but also the support provided by measurement experts.
MIP plays a monitoring role on technical subjects such as alert strategies, operational reports, SLA reports, which are all features that evolve over time.
The platform is also evolving, guided by technological developments and customer needs. A new version has just been deployed, which includes new features.
For more information, contact us!