SAM's role in problem management: from reactive to proactive
Posted: Mon Dec 23, 2024 8:26 am
Incidents happen and they can't always be prevented. As our customers' infrastructures grow in scale and complexity, failures are inevitable.
Sometimes they are minor and can be resolved within the same business team, but others can be much more complex and, consequently, trigger an escalation process when an urgent need for resolution is perceived or a strong impact on the vital functions of the company is felt, so they require immediate attention.
Incidents are also a learning opportunity. Discovering vulnerabilities in your environment how to get uk number for whatsapp analyzing repeated incidents or problems, and evaluating resolution times are strategic factors for Dell Technologies teams, whose evaluation allows them to guide customers in planning proactive and maintenance activities.
Indeed, one of the responsibilities of the Service Account Manager is the management of critical events , generally arising from technical problems, until the incident is satisfactorily resolved, focusing on customer satisfaction.
The first thing I do in these cases is to engage with the client to accurately define the level of severity of the problem , gather specific information about the impact and nature of the situation, and align the appropriate resources to accelerate results based on the needs or circumstances.
Therefore, the SAM will act as a point of reference and work closely with the customer, all technical support areas and team members involved, providing ongoing updates both internally and externally and actively monitoring the progress of the resolution. Particular attention is paid to the ability of customers to quickly resume normal business operations while minimizing the impact.
During a highly critical situation, the SAM also reviews the incident. Within this review, the SAM brings together the resources involved in managing the incident to discuss the details: the causes, the impact, the actions taken to mitigate and resolve it , including suggestions and recommendations for both Dell Technologies and the customer.
Recommendations highlight potential causes of risk to the client's infrastructure and, consequently, implement the necessary corrective actions to safeguard business continuity. In addition, it allows any gaps to be identified and technological proposals to be suggested for prevention. A SAM can therefore provide advice on how to transform unforeseen events into opportunities.
Empowering our customers in their digital transformation process by strengthening mutual trust and collaboration is one of Dell Technologies' main objectives for the present and the future.
One of the proactive activities of the SAM role is, in fact, to discuss the results of the review with the client and stakeholders. During this review, suggestions are recommended to prevent the recurrence of a particular problem and to maintain system performance when an unplanned outage occurs.
One of my clients with a rapidly expanding business, after a critical event with a major impact on business functions, has planned the adoption of a disaster recovery site based on such a review.
This enabled the client to expand its infrastructure to ensure business continuity. In addition, the evaluation of the costs required to restore operations has determined the profitability of the investment made to prevent these high-impact events.
For their critical business functions, Dell Technologies customers must have business continuity management (BCM) in place. The integrated disaster recovery plan must also be fully tested and ready to execute if a disaster or unplanned outage occurs. A typical plan is to recover applications and associated data to a remote site as quickly as possible so that business can resume.
However, disaster recovery planning and execution is challenged by factors such as data growth, recovery time, recovery asset management, and cost. There is no one-size-fits-all solution, but we adopt customized solutions based on our clients’ needs.
Data center virtualization and storage array-based replication from Dell Technologies open the door to modern, efficient opportunities in disaster recovery planning. For example, virtual machine-level images can be replicated to a remote site at regular intervals to meet a predetermined recovery point objective (RPO) and recovery time objective (RTO).
Sometimes they are minor and can be resolved within the same business team, but others can be much more complex and, consequently, trigger an escalation process when an urgent need for resolution is perceived or a strong impact on the vital functions of the company is felt, so they require immediate attention.
Incidents are also a learning opportunity. Discovering vulnerabilities in your environment how to get uk number for whatsapp analyzing repeated incidents or problems, and evaluating resolution times are strategic factors for Dell Technologies teams, whose evaluation allows them to guide customers in planning proactive and maintenance activities.
Indeed, one of the responsibilities of the Service Account Manager is the management of critical events , generally arising from technical problems, until the incident is satisfactorily resolved, focusing on customer satisfaction.
The first thing I do in these cases is to engage with the client to accurately define the level of severity of the problem , gather specific information about the impact and nature of the situation, and align the appropriate resources to accelerate results based on the needs or circumstances.
Therefore, the SAM will act as a point of reference and work closely with the customer, all technical support areas and team members involved, providing ongoing updates both internally and externally and actively monitoring the progress of the resolution. Particular attention is paid to the ability of customers to quickly resume normal business operations while minimizing the impact.
During a highly critical situation, the SAM also reviews the incident. Within this review, the SAM brings together the resources involved in managing the incident to discuss the details: the causes, the impact, the actions taken to mitigate and resolve it , including suggestions and recommendations for both Dell Technologies and the customer.
Recommendations highlight potential causes of risk to the client's infrastructure and, consequently, implement the necessary corrective actions to safeguard business continuity. In addition, it allows any gaps to be identified and technological proposals to be suggested for prevention. A SAM can therefore provide advice on how to transform unforeseen events into opportunities.
Empowering our customers in their digital transformation process by strengthening mutual trust and collaboration is one of Dell Technologies' main objectives for the present and the future.
One of the proactive activities of the SAM role is, in fact, to discuss the results of the review with the client and stakeholders. During this review, suggestions are recommended to prevent the recurrence of a particular problem and to maintain system performance when an unplanned outage occurs.
One of my clients with a rapidly expanding business, after a critical event with a major impact on business functions, has planned the adoption of a disaster recovery site based on such a review.
This enabled the client to expand its infrastructure to ensure business continuity. In addition, the evaluation of the costs required to restore operations has determined the profitability of the investment made to prevent these high-impact events.
For their critical business functions, Dell Technologies customers must have business continuity management (BCM) in place. The integrated disaster recovery plan must also be fully tested and ready to execute if a disaster or unplanned outage occurs. A typical plan is to recover applications and associated data to a remote site as quickly as possible so that business can resume.
However, disaster recovery planning and execution is challenged by factors such as data growth, recovery time, recovery asset management, and cost. There is no one-size-fits-all solution, but we adopt customized solutions based on our clients’ needs.
Data center virtualization and storage array-based replication from Dell Technologies open the door to modern, efficient opportunities in disaster recovery planning. For example, virtual machine-level images can be replicated to a remote site at regular intervals to meet a predetermined recovery point objective (RPO) and recovery time objective (RTO).