Pivotree’s Proven “Four Peaks” Operational Model
Our “Four Peaks” operations model is the result of over 10 years of continual improvement. It is the engine that powers your managed hosting with the “Summit with Pivotree” approach to managed IT services. Pivotree’s operations is divided into four functional areas.
“Get out Front”
Pivotree’s Client Success team works as your trusted advisors by working proactively to understand and address your project’s requirements through the entire IT and ecommerce life-cycle. The Client Success team members are driven by four key principles:
- Being proactive
- Being collaborative
- Mitigating risk for the customer
- Maximizing value for the customer
Client Success is responsible for the assessment, design, delivery (availability, continuity, and capacity management), and continual improvement stages of the “Summit with Pivotree” service model. For larger customers, a dedicated Client Success Manager is assigned to your account and becomes responsible for driven the most value from your IT investments.
Deployment Services Group:
“Right the First Time”
Pivotree Managed Hosting’s Deployment Services Group (DSG) is about making sure your requirements and expectations are met out of the gate. They are responsible for the deployment of the infrastructure and application according to plan and rigorous testing to make sure everything works as expected and is documented so follow-on operational issues are minimized. DSG is responsible for the Deployment phase of the “Summit with Pivotree” service model between Design and Operations.
Technical Support Services:
“One and Done”
Pivotree’s Technical Support Services (TSS) team is the front line of IT Operations. At work 24x7x365, TSS is responsible for triaging incoming service requests and seeing them to resolution by following standard operating procedures. TSS is part of the Operations phase of the “Summit with Pivotree” service model and is responsible for the Service Desk function as well as: Incident, Change, Release and Configuration Management.
Technical Services Group:
Pivotree’s Technical Services Group (TSG) is the backbone of Operations. They are responsible for engineering, documenting and maintaining the technology required for the delivery of enterprise-class manage services. They are subject matter experts who design standard operating procedures, tools and services. They are also responsible for managing escalations from Technical Support Services, doing root cause analysis and documenting remediation procedures around service impacting events. TSG is part of the Operations of the “Summit with Pivotree” service model responsible for Problem Management.
“Given the nature of our business, we don’t have time to wait to respond to issues. It’s a true partnership when support technicians actually focus on the issue and not try to pass the buck. The Pivotree team is dedicated to our success and I have been thrilled with their level of service.”
Kawal Singh, Director of Technology