Managed Services

Managed Services / Technical Services

Service Desk Management*

  • 1st / 2nd / 3rd level helpdesk support

  • Single Point of Contact (SPOC)

  • IT Asset Inventory. IMAC

  • Day-to-day technical operation and support via phone, email, instant messaging or remote desktop protocol.

  • Escalation management to uphold escalation process

  • Helpdesk reporting

  • *The service level to customers is guided by ITSM practices.

System Management

  • 1st level and 2nd level support on various services:

  • MS Windows, AIX and UNIX Platforms

  • MS Clustering / NLB / DHCP / DNS / NPS

  • VMWare and Microsoft Hyper-V Virtualization

  • Symantec Netbackup / Backup Exec, MS System centre and EMS

  • MS Exchange, SharePoint IBM/HP SAN Storage Solution

  • Symantec Endpoint Protection

  • Server Hardening and Proactive Optimization and system management

Datacenter facilities management

  • Facilities management; Tape media/ Account management. Fault and performance monitoring.

  • Smart Hand services. Servers Health Check services. Pro-active monitoring

  • 24x7 data center management

  • Migrating & consolidating data centers

  • Delivering a support model that offers round-the-clock physical coverage globally

  • Monitoring/managing client’s IT Infrastructure based on ITIL best practices

  • Tools - HP Openview, Solar Winds, Manage engine, GSX and EG .

Database Management

  • 1st level and 2nd level support on:

  • Monitoring and health check

  • Preventive maintenance

  • Production support

  • Problem management

  • Proactive tuning

  • Access management

Hardware & Software Management

  • 24x7 onsite hardware parts and labour

  • Twice-yearly preventive maintenance

  • Asset tracking and consulting

  • License management