Scientific and Efficient Service Process

With years of IT service experience, RunMan Technology has established a scientific and standardized service process system to ensure efficient, transparent, and controllable service delivery.

1

Requirement Assessment

In-depth understanding of client business needs and IT environment, comprehensive technical assessment, identifying key issues and optimization opportunities

  • Business Needs Analysis
  • IT Environment Assessment
  • Issue Identification & Analysis
  • Risk Assessment
2

Solution Design

Based on assessment results, design customized IT outsourcing service solutions, including service scope, SLA standards, and resource allocation plans

  • Service Content Definition
  • Service Level Agreement Development
  • Resource Requirements Planning
  • Solution Design
3

Service Initiation

After contract signing, conduct systematic service handover and initiation, ensuring smooth transition and business continuity

  • Service Team Formation
  • Knowledge Transfer and Training
  • Service Tool Deployment
  • Transition Plan Execution
4

Daily Operations

Provide continuous and stable IT operations services according to service agreements, including daily monitoring, issue handling, and change management

  • System Monitoring and Alerts
  • Incident and Problem Management
  • Change and Release Management
  • Security Management
5

Service Optimization

Regularly evaluate service quality, identify improvement opportunities, and continuously optimize service processes and technical solutions

  • Service Reports and Analysis
  • Performance Optimization Recommendations
  • Technical Upgrade Planning
  • Continuous Improvement Plan

IT Outsourcing Service Models

RunMan Technology offers flexible service models that can be customized based on enterprise scale, business requirements, and budget.

On-site Support

Our IT professionals work directly at client locations, providing face-to-face technical support and problem resolution.

Key Features

  • Fixed or rotating on-site engineers
  • Direct communication with business users
  • Rapid response to on-site emergencies
  • Deep understanding of enterprise IT environment
  • Close collaboration with internal IT teams

Remote Services

Through advanced remote monitoring and management tools, we provide various IT support services remotely, achieving efficient and cost-effective IT management, suitable for distributed office environments.

Key Features

  • 24/7 remote system monitoring
  • Remote desktop support and problem resolution
  • Secure VPN remote access
  • Online service request management
  • Regular remote inspection and maintenance

Service Desk Support

Multi-channel IT service desk support including phone, email, and online chat, providing convenient IT problem consultation and fault reporting channels for employees.

Key Features

  • Multi-channel support via phone, email, and IM
  • Tiered response mechanism
  • Standardized problem resolution process
  • Self-service knowledge base and FAQs
  • Service request tracking and management

Project-based Services

Temporary services for specific IT projects or tasks, such as system upgrades, network reconstruction, security hardening, etc., with service content and duration customized according to project requirements.

Key Features

  • Clear project scope and objectives
  • Professional project team assembly
  • Detailed implementation plan and milestones
  • Regular project progress reporting
  • Project delivery and acceptance

Service Level Agreement (SLA)

RunMan Technology provides clear, quantifiable service level agreements to ensure measurable and traceable service quality, providing service guarantees for clients.

Priority Definition Response Time Resolution Target
Urgent

Major failures affecting critical business functions

Most users unable to perform key business activities

Data security risks or severe system errors

 Within 15 minutes Within 2 hours
High

Partial business function interruption

Specific user groups unable to work normally

Impacts business efficiency but has temporary workarounds

 Within 30 minutes Within 4 hours
Medium

Mild impact on business operations

Limited functionality but does not affect core tasks

Single user or few users affected

 Within 1 hour Within 8 hours
Low

No direct impact on business operations

Service requests or information inquiries

Enhancement or non-urgent change requests

 Within 4 hours Within 24 hours

Service Level Assurance

  • Response time refers to the time from service request submission to the confirmation and start of technical support.
  • Resolution target time refers to the time from the start of processing to the target time of problem resolution, not including the time waiting for customer feedback or third-party vendor support.
  • For complex issues, if the resolution target time is exceeded, we will notify in advance and provide a temporary solution.
  • We guarantee 99.9% availability for core systems.
  • Monthly service level achievement reports, including statistics on response time and resolution time, are provided.

Service Guarantee System

RunMan Technology provides comprehensive service guarantees through professional teams, standardized processes, advanced tools, and strict quality management.

Professional Team Guarantee

  • Service management team with ITIL, PMP, etc. international certifications
  • Experienced technical experts and engineer teams
  • Continuous technical training and certification update mechanism
  • Exclusive customer manager and service delivery manager

Process Management Guarantee

  • Standardized service process based on ITIL
  • Comprehensive knowledge management and problem-solving database
  • Strict change management and risk control process
  • Continuous process optimization and improvement mechanism

Tool System Guarantee

  • Advanced service management platform (ITSM)
  • Comprehensive monitoring and early warning system
  • Automated operation and maintenance tools and scripts
  • Secure remote management and access system

Quality Management Guarantee

  • Regular service quality audit and evaluation
  • Customer satisfaction survey and feedback analysis
  • Monitoring and reporting of service performance indicators
  • Continuous improvement plan and implementation tracking

Cooperation Process

Working with RunMan Technology, we provide clear and transparent cooperation process from initial contact to formal service, ensuring smooth and efficient cooperation relationship.

01

Initial Contact

Contact RunMan Technology through phone, email, or website to discuss initial needs and expectations. We will arrange for a professional consultant to have an in-depth discussion with you.

02

Needs Assessment

Our professional team will conduct on-site or remote assessment to fully understand your IT environment and business needs, identifying key issues and optimization opportunities.

03

Program Development

Based on assessment results, we design customized IT outsourcing service programs, including service content, service mode, SLA standards, and price plans.

04

Contract Signing

After confirming the service program, we provide detailed service contracts, clearly defining the rights and obligations, service standards, and evaluation mechanisms between both parties.

05

Service Launch

Organize professional teams, develop detailed service handover plans, conduct systematic knowledge transfer and service tool deployment, ensuring smooth service launch.

06

Continuous Optimization

Regularly evaluate service quality, continuously optimize service content and delivery methods, ensuring that IT outsourcing services continue to create value for your business.

Service Delivery Methods

RunMan Technology provides various flexible service delivery methods based on different customer needs and scenarios, ensuring efficient and convenient service delivery.

Service Desk Support

A unified service request entry point for users to report and resolve issues through multiple channels. This includes phone hotline, email support, online customer service, and self-service portal, ensuring timely technical support for users.

7×24 hours phone support
Work Order Tracking System
Online Instant Communication
Knowledge Base and Self-service

Remote Technical Support

Through secure remote connection technology, we provide real-time technical problem diagnosis and solutions. Support for screen sharing, remote control, and audio/video communication, quickly and efficiently solving various IT issues.

Secure Encrypted Connection
Quick Response Mechanism
Audio/Video Technical Guidance
Conversation Record and Tracking

On-site Service Point

Service points are set up at client locations or technicians are deployed to provide on-site technical support and services. Depending on the scale and needs of the client, technicians of different levels can be deployed on-site on a long-term or periodic basis.

National Service Network
Exclusive Service Team
Flexible On-site Cycle
Deep Business Integration

System Remote Monitoring

Through advanced monitoring tools and platforms, we monitor the operation status of client IT systems in real-time, proactively identifying and solving potential issues to ensure system stability and business continuity.

Real-time Performance Monitoring
Early Warning and Alarm Mechanism
Trend Analysis and Reporting
Automated Operation and Maintenance Tasks

Success Stories

Below are RunMan Technology's successful cases in IT outsourcing services, demonstrating our professional capabilities and value creation for clients

Financial Group IT Outsourcing Case
Featured Case

IT Infrastructure Outsourcing for a Financial Group

Financial Industry Hybrid Service Model

Client Challenges

  • Complex IT infrastructure management across multiple branches
  • High system stability requirements with minimal downtime tolerance
  • Strict information security and compliance requirements
  • Increasing IT labor costs

Solution

  • Hybrid service model: HQ on-site + remote support for branches
  • 24/7 system monitoring and fault prediction
  • Standardized change management and issue resolution process
  • Regular security assessment and compliance checks
99.95% System Availability
25% Cost Reduction
60% Faster Resolution
Healthcare IT Outsourcing Case
Featured Case

IT System Operations for a Grade-A Hospital

Healthcare Industry On-site Service

Client Challenges

  • 24/7 medical information system operation requirement
  • High patient data security and privacy protection needs
  • Multiple medical device systems requiring integration
  • Difficulty in recruiting professional IT talent

Solution

  • Professional team providing 24/7 on-site service
  • Complete data backup and disaster recovery system
  • Medical device and HIS system integration maintenance
  • Customized IT service process and emergency plans
100% Core System Availability
40% Operation Efficiency Increase
Zero Data Security Incidents
Education IT Outsourcing Case
Featured Case

Smart Campus IT Operations for a University

Education Industry Hybrid Service

Client Challenges

  • Wide campus network coverage with large user base
  • Teaching and management systems requiring unified maintenance
  • Concentrated IT service demand peaks
  • Continuous information system upgrade needs

Solution

  • Built intelligent network monitoring and management platform
  • Combined remote + on-site service support model
  • Established flexible service team for peak periods
  • Provided continuous technical innovation and upgrade recommendations
99.9% Network Availability
30% Fault Rate Reduction
95% User Satisfaction

Frequently Asked Questions

Common questions about IT outsourcing processes and methods

How to choose the most suitable IT outsourcing service model for my enterprise?

Choosing the right IT outsourcing service model requires consideration of multiple factors, including:

  • Business Characteristics: Enterprises with critical business systems requiring quick response times may be better suited for on-site services; organizations with distributed offices might prefer remote services or hybrid models.
  • IT Environment Complexity: Complex IT environments may require more professional on-site teams; while highly standardized environments might be suitable for remote management.
  • Budget Considerations: Organizations with limited budgets can consider remote services or limited-time on-site support; project-based services are suitable for enterprises with clear phase-specific tasks.
  • Security and Compliance Requirements: Organizations with strict data security and access control requirements might prefer dedicated on-site service teams.

RunMan Technology will provide professional advice during initial consultations and needs assessment, helping you choose the most suitable service model. Different service models can also be adopted for different business lines.

How to ensure business continuity during the service transition period?

RunMan Technology has a mature service transition methodology, ensuring business continuity through the following measures:

  1. Detailed Transition Plan: Develop phased service transition plans with clear tasks, timelines, and responsibilities for each stage.
  2. Parallel Operation Period: Set up parallel operation period for old and new service teams to ensure smooth handover.
  3. Knowledge Transfer: Systematic knowledge transfer activities including documentation handover, system training, and operation demonstrations.
  4. Risk Assessment & Response: Identify potential risks during transition and develop corresponding risk response strategies.
  5. Emergency Plans: Develop emergency plans for critical systems and business to ensure quick response to issues.
  6. Close Communication: Maintain close communication with client teams, providing timely feedback on transition progress and issue handling.

Through these measures, we ensure smooth service transition without affecting clients' normal business operations.

How to measure the effectiveness and value of IT outsourcing services?

The effectiveness and value of IT outsourcing services can be evaluated from the following aspects:

  • Service Level Achievement Rate: Evaluate whether services meet SLA standards, such as response time, resolution time, system availability, etc.
  • Cost-Benefit Analysis: Compare IT operational costs before and after outsourcing, including labor costs, equipment maintenance costs, training costs, etc.
  • User Satisfaction: Regular surveys to understand internal users' satisfaction with IT services.
  • Problem Resolution Efficiency: Evaluate improvements in IT issue resolution speed and first-time resolution rate.
  • System Performance Improvement: Compare system performance, stability, and availability metrics before and after service.
  • Business Impact: Assess IT services' impact on business operation efficiency, continuity, and innovation capability.
  • Risk Control: Evaluate the effectiveness of IT risk management and security incident handling.

RunMan Technology provides regular service performance reports including detailed analysis of these key indicators, helping clients comprehensively understand service effectiveness and value, and continuously optimize services based on data.

What is the typical contract duration for IT outsourcing services? Can it be adjusted flexibly?

IT outsourcing service contract duration varies based on service content and client needs:

  • Standard Contract Duration: Usually 1-3 years, helping service teams better understand client environments and continuously optimize services.
  • Short-term Contracts: 3-6 month contracts available for specific projects or temporary needs.
  • Flexible Adjustment: Service content, scope, and resource allocation can be adjusted during the contract period based on business needs. Our contracts typically include service adjustment clauses with clear adjustment processes and billing methods.
  • Renewal Mechanism: Comprehensive service evaluation before contract expiration, providing renewal options based on client's new requirements.

RunMan Technology focuses on building long-term client relationships. Our contract design ensures service continuity and quality while fully considering business flexibility and changes, providing reasonable adjustment mechanisms.

How to ensure the quality and skill level of outsourcing service personnel?

RunMan Technology ensures service personnel quality and skill levels through multiple measures:

  1. Strict Recruitment Process: Multiple rounds of technical interviews and background checks to ensure professional quality and work ethics.
  2. Capability Certification Requirements: Clear technical certification requirements for different positions, such as Microsoft, Cisco, ITIL certifications.
  3. Continuous Training System: Regular technical training and skill enhancement programs to ensure teams master latest technologies and best practices.
  4. Performance Evaluation Mechanism: Scientific performance evaluation system including technical ability, service attitude, problem-solving capability, etc.
  5. Knowledge Management Platform: Internal knowledge base and best practice sharing platform to promote team learning and experience exchange.
  6. Senior Expert Guidance: Senior technical experts provide guidance and support to service teams, ensuring service quality.
  7. Client Feedback Mechanism: Regular collection of client feedback on service personnel for timely adjustments and optimization.

We view talent as our company's most valuable asset, continuously investing resources in cultivating and developing professional talent teams to ensure high-quality technical services for clients.