Tie a Stronger Partnership
Expanded capabilities in Teradata Managed Services provide complete data warehouse management.
Management expert and best-selling author James Champy points out, “In most industries, suppliers aren’t partners, but merely distant parties to negotiate with for the best price.” Yet when IT executives outsource, they want the supplier to behave like a partner. In short, they expect the vendor to strive to understand exhaustive details of the organization, seek across-the-board improvements in IT management, anticipate needs, communicate issues and resolve them quickly, and deliver quality above and beyond contracted service levels.
Experienced Support Teams
Companies outsource some or all of their data warehouse operations and application development for myriad reasons. Sometimes they utilize a provider for managing their data warehouse environment to optimize productivity and access advanced technology skills. Other times it is to avoid activities like recruiting, hiring, training and staffing needs—placing these challenging human resource requirements on the outsourcer.
In addition, a thriving data warehouse doesn’t stand still: New data sources are constantly being added; extract, transform and load (ETL) scripts are updated frequently; and new reports are created. Furthermore, a multitude of circumstances are making 24x7, 365-day-a-year access imperative.
Benefits of Teradata Managed Services:
- Reduced total operating costs
- Improved productivity, quality and efficiency
- Ensured service management goals
- Specialized expertise
- Organizational focus
Teradata understands the complexity of a modern data warehouse environment, both in operations and sustainment—and delivers. As an integrated service partner providing life cycle support for all aspects of a data warehouse—data integration, database administration, analytics—Teradata Managed Services helps organizations address their daily challenges.
For years, Teradata has provided Managed Services for customers across the globe, helping them run day-to-day operations for development, test, quality assurance and production data warehouse environments. Now, in response to customer demand, clients can acquire fully integrated and bundled Managed Services contracts that may include lifecycle application development and sustainment, and expert data warehousing skills.
These contracts can include access to resources such as developers, database administrators (DBAs), application support consultants, solution architects and data modelers. This enables customers to draw upon a core team for ETL, business intelligence (BI) and application development to support new lifecycle projects or perform enhancements to the data warehouse. This team can be further supplemented with additional “flex” resources to meet seasonal operational demands and/or bursts of development work.
Service Managers as Partners
Along with support teams, a critical component of the Managed Services relationship is the service manager. This is a part-time or full-time role responsible for resources, governance, oversight, communication, reporting and managing issues and escalations. The service manager is a key enabler of transitioning the outsourcing relationship from supplier to partner.
The goal of the service manager is to enable, operate and manage daily deliverables and ensure service quality. Activities may consist of:
- Onboarding new associates
- Managing daily operations and resources
- Facilitating and escalating incidents
- Tracking service level agreements and exceptions
- Forecasting personnel demand
Teradata service managers establish an intimate relationship with customers by providing expertise, management and in-depth advice on data warehouse roadmaps and data challenges. The service manager lives and breathes daily data warehouse operations and projects, with a pulse on the customer’s dynamic business needs and advocacy within Teradata. It’s his or her job to help manage the outsourcing relationship by delivering service quality every day.
As a data warehousing partner, Teradata has a vested interest in its customers’ success and continuously strives to find opportunities for higher productivity, service improvements and operational risk reduction. Since service quality is important, Teradata invests in specialized tools and automation for Managed Services delivery. These tools increase the productivity of Managed Services consultants, provide proactive data warehouse monitoring, and improve the stability and availability of the data warehouse environment.
For example, data warehouse monitoring and reporting portlets have been designed exclusively for Managed Services customers using Teradata Viewpoint. These portlets provide query statistics, resource utilization and more. Teradata consultants also leverage a suite of automated DBA tools that can assist with backup, archive and restore (BAR) monitoring, multi-value compression and application tuning. These tools help effectively manage the most complex data warehouse environment and optimize performance, ensuring value and enhanced service quality.
Delivering Value Across the Enterprise
In a true partnership, both parties bring time and talent to the table. Each party has a stake in the relationship and is willing to contribute effort toward a successful outcome. With Teradata Managed Services, the continual investment in people and specialized tools, in addition to a laser focus on processes such as service management, deliver value. They make the difference between simply providing a service and becoming a trusted and valuable data warehousing partner.