Brian Hoff, Manager of Data, Voice, and Video Hosting, Exelon, and Edward Gromos, Director of IT Enterprise Distributed Operations, Exelon

When Improvising Won't Do

Getting support services right

We're an electric and gas utility company," says Edward Gromos, director of IT enterprise distributed operations for Exelon. "We're not an IT shop, which is why it's important to follow a strategy and to leverage companies with expertise in key areas when necessary."

With about US$15 billion in annual revenue and one of the industry's largest portfolios of electric generation capacity, Chicago-based Exelon is one of the largest electric/gas utility companies in North America. Its main data center is in Illinois, but it has close to 100 remote sites and thousands of remote users.

"There are certain services and solutions best obtained from external sources," Gromos continues. "Finding the right sources ensures that we are providing our computer users with reliable and affordable support and services that keep the lights on and the gas flowing."

A supporting role

For some IT managers, support services and contracts are an afterthought-you buy what you need for basic maintenance and spend time focusing on new projects. But purchasing the right level and mix of support services can be a strategic IT decision that pays positive dividends.

Take the example of Exelon, which has deployed Symantec's Norton Personal Firewall and Symantec AntiVirus on roughly 18,000 PCs, and uses Symantec Business Critical Services for ongoing support.

"We use Symantec Platinum Support for our firewall and antivirus deployments," says Brian Hoff, Exelon's manager of data, voice, and video hosting. "Symantec provides us with a dedicated technical account manager if a virus outbreak or security incident occurs, and they help us through the situation. It works out well."

For Exelon, it isn't just having the resources to fix a problem but having the right resources.

"Symantec offers a breadth of knowledge and expertise-such as identifying new security risks-because they see security incidents around the world," Hoff explains. "I don't think you're ever going to be able to beat their Security Response Center's expertise."

With an eye on providing 24/7 business coverage and availability, Exelon matches any support services' offerings against service level agreements (SLAs) or business requirements to document the specific business value each service provides. "We look at the various support offerings and weigh which one is right for our needs and meets our service levels," says Hoff. "Understanding the potential impacts a virus outbreak may have on a segment of the business, for example, is key."

First, take stock

For Exelon, IT starts with a strategic sourcing strategy that drives how a service should be provided, considering both internal and external options.

When an external service provider is needed, Exelon evaluates different potential suppliers and follows a standard selection process. "We look at multiple resources to identify potential service providers, and then solicit bids through a cetnralized proposal process," says Hoff.

Exelon also relies on third-party research from firms like Gartner and Forrester, as well as feedback from peer groups.