Support & Maintenance Services
Hardware Management Services (Break-Fix Support and Maintenance)
ITSM offers more than just the simple fix of an asset under a set of SLA. Our service moves beyond the basic paradigm of hardware break fix maintenance to offer a service that adds value to your business. In turn, the following benefits are offered to our clients:
- 24x7 Service Desk and Service Delivery operations
- ITIL-based quality service and processes
- Reduced complexity for operations and procurement
- Multi-vendor support
- Flexibility to adapt to the ever changing needs of your IT environment
- Global coverage
Backed by an impressive Global Service Delivery Center, our clients turn their support infrastructure into a world-class IT Service Desk with clearly defined processes which are continuously reviewed for improvement. We comply with the ITIL standards and best practices. Our effective technologies and trained technical resources ensure a very high level of client satisfaction. Our commitment is to manage these incidents with a high percentage of first call back resolution rate. Our service desk operations are available to our customers 24 hours a day, 7 days a week, 365 days a year.
With ITSM Global Service Delivery Center, you can consolidate your support services contracts to a single solution, thus making ITSM your single point of contact to your service level management needs. We can assume responsibility of the coordination of our clients’ services agreements so our customers can concentrate on the more strategic areas of the business. The result is a streamlined process for employees, extended service hours, increased quality and lower costs.
Selective Support Services (Managed Operations)
• Server Management: ITSM provides 24x7 server management, with real-time server monitoring and monthly service level performance reporting based on the key performance metrics agreed upon with the customer. ITSM can take on system administration and break-fix support coordination for our customers who prefer to outsource these tasks. We leverage our tools and automated processes, as well as our skilled technical resources, to proactively monitor everything from hardware to operating systems. We also offer expertise on most common services and applications.
Our server management services include: Hardware Fault Monitoring, Operating System Resource Monitoring, Application Monitoring, Performance Reporting, Problem Management, and Change Management.
• Storage and Backup Management: ITSM provides 24x7 storage and backup management, with real-time monitoring of storage growth and capacity, as well as backup success and failures. ITSM offers the option of integrating tape management to this service as well.
Our storage and backup management services include: Storage Capacity Monitoring, Backup Monitoring, Storage Performance Reporting, Storage Audit and Analysis (for EMC CLARiiON and VNX ranges), Problem Management, and Change Management.
• Middleware Application Management: When applications are deployed, systems require monitoring and support. Our Middleware Application Management services were built to complement our server management program and focus on the health and performance of the application, assuring that it is operating to meet business goals and needs. We monitor server status, availability, and response time for the most common processes and applications. As patches and changes need to be implemented following QA, we can provide recommendations and support on the roll out process.
