Under development
Client questions
Practical explanations of the working relationship, the decisions behind the services and what happens when needs change.
Practical questions about working with RDA
This page is under development. These explanations are being expanded with practical examples. Your agreement and established support arrangements remain the reference for your organization.
Is RDA an outsourced IT department or a managed service provider?
RDA is an outsourced IT department. We coordinate the department's roles across Management, Software and Network. In a hybrid arrangement, we work alongside your internal people and support the roles assigned to us.
Managed services and security services can be part of that work. The important distinction is who carries the full set of responsibilities and who connects the systems, vendors, processes and people.
Can you work with the IT person or team we already have?
Yes. We agree on the responsibilities your people retain and the roles RDA will carry. That can include specialist work, application and infrastructure responsibilities, projects, continuity or coverage during an absence.
We also identify who coordinates a task that crosses between the teams, how it is authorized and how the result is documented.
What happens when a key person leaves, retires or is unavailable?
The plan needs to exist before the gap occurs. RDA uses cross-training and shared operational knowledge internally and helps clients prepare their own coverage and succession plans.
Identify the work, records, access, vendor relationships and decisions held by that person. Prepare another authorized person or support arrangement and check that the handoff can be used.
What if we grow enough to build our own IT department?
We help plan the transition of documentation, operational knowledge, authorized access and responsibilities. Walkthroughs and acceptance checks help the receiving team become ready to carry the work.
RDA stays involved through the agreed transition. The relationship can evolve into hybrid support or specialist work as your needs change.
Why replace a computer that still works?
Age alone is not the whole decision. Review whether the computer still supports the work, can use supported software, receives necessary security updates and has a practical repair and recovery path.
We bring the condition, risk, cost and alternatives into the replacement plan. Keeping suitable equipment in service and replacing equipment that no longer meets the need are both part of lifecycle management.
Why do software licenses need review when the application already works?
Being able to open an application does not establish the organization's usage rights. Licensing needs to match the people, devices, features and service arrangement in use, under the supplier's terms.
We connect assignments, ownership, renewals and changes in staff to the application records. Questions about rights or a proposed change go back to the applicable terms and provider.
How do invoice entries connect to the work?
Our service matrix gives the work a common structure across thirteen service areas. Service records can connect an entry to a request, project, service or responsible department so the work can be understood alongside the budget.
Descriptions should help explain what was done and why. If an entry is unclear, bring it to us so we can review the supporting record with you. Reporting and reconciliation follow the arrangement agreed with your organization.
Can a security rule allow for a real operational need?
Bring the need to us so we can understand the task, the information involved and the people affected. A documented exception needs an authorized decision, appropriate safeguards, an owner and review as conditions change.
A library, for example, may have a valid need to handle a visitor's USB device. The discussion should consider how to support that task with a controlled process and suitable separation, rather than leaving staff to invent a workaround. The actual arrangement depends on the systems, policy and information involved.
Who coordinates a problem when several vendors are involved?
Someone needs to carry the issue through the handoffs. Within the responsibilities assigned to RDA, we bring the people and information together, track the next action and follow through with the providers involved.
Our elevator story is an example of taking an interest: we found the repair vendor and followed up until the client's problem could be resolved. The vendor performed the repair.
What happens when we bring you a need that was not anticipated?
We start by understanding the need. We identify the work, expertise, resources and decisions required, then agree on how to proceed with the person authorized to set priorities and approve costs.
The working arrangement makes responsibilities clear. A new request is a reason to coordinate the next step and its place in the plan.
Are you accepting new clients?
RDA is not currently accepting new clients. We focus on existing responsibilities and on preparing our people before expanding what we take on.
Existing clients should continue to use their established service-request and escalation arrangements.