burden placed on internal staffing to stay on top of end user requests can be
overwhelming. Many customers depend on Midland
Computer to provide
managed technical resources to assist with a variety of project backlogs.
The customers are then free to focus their internal staff on mission critical
needs. We have developed an approach to project managed services that has
worked well in the past and can work for you.
A Project Manager is assigned to the client on
either a full or part time basis. The immediate responsibilities are to
determine the extent of the projects and the resources needed to complete the
projects on the timeline and budget established by the client. He must develop
a statement of work for each project that sets the proper expectation levels
with the customer. The Project Manager also will attend ongoing customer
meetings concerning new and existing projects to allow him to make adjustments
on existing projects and enable him to understand how future projects may
impact those in progress. In addition, the Project Manager will act as the
single point of contact for communicating any problems or needs effectively to
the client and provide any customer status reports that are requested.
Assemble the technical resources that are required to complete the projects. We
would like to suggest the following types of resource categories:
Ř Hardware Technician - Hardware Technicians normally provide
maintenance and repair services for
CPU's, peripherals and components.
Ř Software Technician - Software Technicians normally provide Level 1
(Phone) and/or Level 2 (Dispatched) end-user support of hardware systems,
peripherals and standard applications.
Ř Network Engineers - Network Engineers provide a variety of
Network Services generally on hardware, software, OS and various topologies.
Other skills can include network design, network management, network
administration, email and internet/intranet skill-sets.
Specialty skills - (Engineers with skills in)
Routers, hubs, switches, web development, project management and LAN/WAN design
skills among others.
Programmers - Programmers skilled in
operating system, database and internet design
Develop a pricing strategy that is consistent with the quality of services provided.
Each skill category requires a separate pricing level that is based not only on
the skills required but also on the length of time they are required. The
length of the project plays a significant role in determining the hourly prices
paid for each category.
A letter of intent and an Outsourcing Agreement are required for full time
technical resources. Shorter projects are handled with a statement of work.
confident that we can deliver the services that you require and look forward to
a mutually beneficial business partnership.