Managed Services

Provide a Single Point of Contact for the customers users to request ICT Services and have these Service Requests managed through a formal Service Request Life-Cycle Management process. Receive and record all Incidents and Service Requests, performing initial diagnosis, request classification, assignment of a severity, attempt first contact resolution, assign Service Request number to appropriate resolver group, Service Request tracking, closure and reporting.

Maintain the overall relationship with the Customer and provide a single point of contact for management issues. Ensure that the Services are provided in accordance with the Service Definitions and Service Levels and high levels of Customer satisfaction is maintained. The Service Management Service provides the overall Account, Service Delivery and Operational Management capabilities required to support the provision of the Services to the Customer.

The Service Intent is to Manage the Customers Directory of resources (users, devices, etc.) in order to be able to assign the appropriate access controls and security permissions. Active Directory Services provide overall management and support for the Microsoft Server Operating System Active Directory (AD).

Provide a managed and secure Data Centre environment suitable for the hosting of the Customers ICT equipment. Provide management of the Customers Data Centre or provide the Customer with facilities within the Service Providers Data Centre as required.

Ensure that the in-scope Server Operating Systems (OS) are optimised and available in support of the Customers business applications. Overall Management and Support of the managed Server OS environment and the agreed resources shared and managed through the OS. The Service does not support the specific applications hosted by the OS (dealt with by other Services) but does maintain and support the specific OS configurations required to host such applications. The overall purpose of the Service is to ensure that the OS is managed, functional and optimised in support of the applications and functions it hosts.

Ensure that the virtualisation platform is operational, available and optimised in support of the deployed workloads. Overall Management and Support of the managed virtualisation platforms.

Provide a stable and consistent Collaboration platform to support the Customer’s business communications and knowledge sharing objectives. Management and support of the knowledge sharing, messaging and collaboration systems deployed in the Customers environment. Optionally the provision of these systems as services to the Customers either through dedicated or cloud based services.

Provides management and support of selected data storage platforms within the Customer’s environment in order to maintain high levels of data integrity and availability. The service covers the Customer’s data storage and Backup/Restore infrastructure and is intended to ensure that those environments are correctly configured, managed, supported and operated in order to maximise their integrity, availability and performance.

Provision of a Data Security Service in support of the Customer’s Information Security Policy. Data Security Services provided include firewall, anti-virus, content management, filtering services, Vulnerability Management and Pen-testing services.