Support Services

IMAC Services – Install, Move, Add, Change – A One-Stop Solution for Changing Business Needs

IMAC is one of the most recognized services in the IT business world today. However vendors need to ensure that the various installations, moves, additions and changes are in line with an organization’s expanding demands and needs. With the growing dependency on Information technology, client's needs and expectations extend well beyond the physical aspects of IMAC services.

The world of information technology is marked by rapid and relentless transformation, with system upgrades and reconfigurations, the frequent modification of IT systems, and physical relocation of equipment to meet operational demands – just to name a few. This is perhaps why organizations across the globe are looking for comprehensive solutions that can help them deal with the constant evolution in the IT sector, in a systematic and cost-effective way. 

'IMAC' denotes the four primary needs of the IT service sector, namely: Installations, Moves, Additions and Changes. With more and more businesses focusing on building a sturdy and efficient IT infrastructure, the need for IMAC services is being increasingly felt across international markets. 

IMAC Services Components

Here’s a look at the individual components of IMAC services and how each one of these can be implemented to increase your organizational output.

Install

The term refers to the identification and installation of various devices such as: desktops, printers, laptops, servers, modems, motherboards, monitors, scanners, switches etc. The process involves the installation, customization and configuration of various hardware devices in the local network, to ensure optimum productivity and yield. 

The primary devices are first connected to the peripheral system and checked for any operational issues related to installation or transmission of data. 

Move

Relocating from one site to another can involve a lot of complexities, especially when it involves shifting hardware equipment and devices. IMAC services can help you relocate and transfer your entire IT infrastructure to a new location, in a systematic, safe and efficient manner. 

This involves the severing of connections, uninstalling all devices and systems, ensuring proper packaging of all the devices and transporting them to the new facility or location. The service also includes functional testing, packaging, logistics management and final installation of the systems and devices ensuring a smooth transition and reducing or eliminating downtime for all affected staff. 

Add

To keep pace with the advancements in the IT business world, infrastructure must be constantly upgraded. IMAC solutions can help you with the addition, upgrading and enhancement of new hardware, including accessories such as disk drives, monitors, servers etc. This also encompasses upgrades to entire software platforms or the simple addition of a new set of software. 

An important point to focus on when implementing additions within IMAC services is to ensure it improves the performance of the system to maximize the output of your business unit. The hardware solutions consist of translating the needs of clients and delivering the most cost-effective and efficient solutions, while the software upgrades deal with installation, training and documentation. 

Change

'Change' services would particularly involve hardware or software modifications / replacements. This is usually required when a device or system becomes worn out and starts performing erratically. Whether an organization needs just one or two pieces of hardware replaced or a complete system revamping done, flexible and agile IMAC services can help. 

The process can sometimes include system upgrades, configuration changes, data backup and recovery. Successful implementation of changes can stabilize an environment, allowing work to shift from reactive firefighting to more a proactive mode, focused on eliminating the root cause and prevention of problems.

Break-Fix Model – An Extension of IMAC Services

The various components of IMAC are actually an extension of a company's Break-Fix services. These services focus on diagnosing, identifying and correcting different hardware-related problems faced by an organization. As a part of the Break-Fix service model, a qualified and experienced team of technicians is dispatched onsite to carry out repairs and maintenance on equipment and installed hardware. 

The need for Break-Fix services is growing as organizations of all sizes endeavor to keep their infrastructure costs low, and attempt to make do with aging equipment and parts. 

Install, Move, Add & Change Solutions from HORIZON – A Close Look at the Advantages 

  • Fixed costs ensuring transparent and tight budgetary control
  • Reduced implementation time
  • Scalable resource deployment regardless of project size
  • Consistent and predictable service outcome
  • Improved Return on Investment
  • Single point of contact for service and accountability
  • Reduced business complexities and on-time installation of hardware

1. Service Name

IMAC

2. Service type

Onsite service. Installation, Move, Add, Change.

3. Business description

When it comes to IT, rapid and continuous change is a fact of life. Constantly changing technologies and products are confronting IT departments on a regular basis. As part of a project, or on an incident basis, the IMAC service is designed to provide access to skilled resources across a range of vendors to deliver a rapid and cost effective model to manage Installs, Moves, Additions, and Changes. The delivery of these planned activities is one of our most mature service products.

The customer should provide the location of the devices included to this service

  • Country and cities, sites per each city
  • Volume and brand of devices per each site
  • If possible, estimate of expected volume of service requests and request types
  • Horizon can provide estimate of travel costs based on this information and average costs we have.

4. What is included?

IMAC categoryProductProduct description with tasks included
InstallationImplementation installationUnpacking device, Installation and connect-ing cables, verifying that the installation is successful and hardware functional, remov-al of packing material to collection point, short basic user orientation training
InstallationPeripheral installationUnpacking device, Installation and connect-ing cables, verifying that the installation is successful and hardware functional, remov-al of packing material to collection point, software driver installation
InstallationPre-installationInstallation of image from network or re-movable media
MoveMove: packing and coordinationPacking of device, coordination of transpor-tation
MoveMove: (includes 1 work-station or peripheral)Contacting end user and confirming location or any special considerations, disconnecting cables and peripherals, unpacking of hard-ware, maintaining asset management data-base, testing of system functionality
AddInstallation of additional software/hardwareSingle software: client application, database system, server application, encryption, op-erating system, standard PDA / handheld / phone, personal printer, network printer, hardware components (memory…), main-taining asset management database, testing of installed software/hardware component
Change Changing the configuration of an existing hardware unitChanges to hardware unit which needs firmware, driver or software configuration. Scope of service should be predefined with customer. Verifying changeable assets, testing of installed unit, maintaining asset management database

 

5. What is optional/additional?

1. Hourly based services

Tasks that are not included in the product descriptions above

For example:

  • Waiting time, if that causes exceeding the total predefined product time
  • Data backup
  • Service to devices out of scope

2. Travelling

  • Travelling costs from closest Horizon service point

3. Other services

  • Pre-installation and configuration services
  • Consulting
  • Onsite Break & Fix Services

6. Benefits

There is no monthly fee for this service. Customer will pay only for each transaction and travel costs (if travelling needed).

The customer can use needed service levels to adjust service response and price to suitable level in each request.

7. Service Level Targets

Service Levels are defined on Service Agreement.

Service Levels are based on urgency and impact which define priority. Service desk can prioritize service requests and changes or agree priority with customer. Priority affects the product price.

Examples of Service Levels are Next Business Day (NBD) and 5 Business Days (5BD).

8. Contact Information

If you would like additional information, please visit; http://www.horizon.ca/

9. Manufacturers

All manufacturers, office products: Personal computers and monitors, printers and mobile devices

10. Pricing

Transaction based pricing depending on SLA.

Requests – Something Is Desired

Standard Request

Standard Requests are defined and have expected outcomes.  Standard Request items are ordered in the Service Catalog.

  • Request Fulfillment:  Amount of time to deliver the item requested, which is measured during core business hours, 8a.m. to 5p.m Monday through Friday.

General and Non-Standard Requests

Request that may require negotiation or are outside of the standard defined items offered by the service.

  • Request Response:  Ticket Acknowledgement, which is measured during core business hours, 8a.m. to 5p.m. Monday through Friday.

There is no resolution time target for requests due the wide variety of requests being handled

Service Availability - The System Is Usable When Expected

The offerings described in this document are service (people) based.  There is no applicable ‘uptime’ to define

  • REQUESTS – SOMETHING IS DESIRED
    • Request Priority is pre-defined bases on what is being asked for
    • Currently, all Requests have the same target response time.