Service Catalogue. Your secure data centric guardians. Units 1-3 Trinity Court, Brunel Rd, Totton, Hampshire SO40 3WX

Transcription

1 Service Catalgue Yur secure data centric guardians Units 1-3 Trinity Curt, Brunel Rd, Tttn, Hampshire SO40 3WX

2 24x365 Cre Managed IT Services 1 Intrductin Amicus ITS are secure data centric guardians. We fllw the tugh regulatry prcedures f ISO 20000, ISO27001 and ISO 9001, alng with the prcess framewrks f PRINCE2 and ITIL_v3 methdlgies. As a leading prvider f managed IT and clud services, we specialise in delivering hlistic slutins tailred fr ur custmers in healthcare, public sectrs, regulated markets and t blue chip crprates. Amngst ur capabilities, we are specialists in design and build and maintaining services t align with bardrm strategies. 2 Objectives and Benefits We lk after ur custmer s infrastructure, data and infrmatin safely, intelligently and practively as their trusted partner. We are seen as innvative, engaged and practive in its supprt. Our gal is t enable ur custmer t keep their fcus n delivering their cre business strategies. Amicus ITS d this by prviding always-n, secure, cmpliant data services fr their needs tday. We stay clse t them t understand and help them plan fr the technlgies they need tmrrw and add value where we can t each plan. 3 Cre Managed Service Bundle Elements Amicus ITS prvides a cre Managed Service bundle f fur key elements listed belw, alng with a hst f additinal services available as ptins t create a custmer s tailred bundle (see table belw): x365 Service Desk Incident Management Service Request Fulfilment Access Management Prblem Management Service Desk managed service descriptin Service Desk is a primary IT Functin within the discipline f ITSM ITIL. The intentin is t prvide a Single Pint f Cntact (SPOC) with a fully accredited partner, t meet the cmmunicatin needs f end users and ur peratinal teams. Our Service Desk is nt limited t a cntact centre, managing phne calls (inbund/utbund), s, chat facility and web self-service prtal, but extends int a fully-fledged IT Service Desk, trubleshting end client / end client infrastructure/applicatin issues thrugh remte assistance tls. The Service Desk, handles incidents and service requests as well as prvide an interface t users fr ther ITSM activities. An integrated slutins tl within the web self-service prtal allws end clients t brwse thrugh FAQ dcuments, reset their passwrds which als enables them t lg and track tickets nline. The service can als be fully white labelled t ensure we ffer a cnsistent service in line with the rganisatin s brand and image requirements.

3 24x365 Cre Managed IT Services / Cntd. 3.2 Practive Netwrk Operatins Centre (NOC) mnitring Event Management Availability Management Capacity Management NOC managed service descriptin Delivered 24x365, Amicus ITS has a rapidly scalable and reliable 24x365 practive mnitring service delivered by a highly trained NOC Team with supprt skills arund an extensive range f technlgies. We excel in managing varius mnitring tls and are best placed t advise n best practice mnitring sets and threshld parameters, cupled with flexible ntificatin ptins thrugh phne / . Our practive mnitring service runs n a single integrated platfrm fr the entire applicatin ecsystem - end user, applicatins, underlying infrastructure cmpnents such as applicatin servers, databases, big data stres, middleware & messaging cmpnents, web servers, web services, ERP packages, virtual systems, strage, netwrking and clud resurces. This helps in streamlining the peratinal wrkflw fr efficient ITSM We review alarms, filter fr false alarms, escalate issues, and custmize mnitring threshlds, cnfiguring ntificatin and escalatin plicies t ensure all mnitred systems are available, healthy and perfrming and desired functinal levels. We prvide ur custmers with reprts, which helps them t quickly visualise large data sets. 3.3 CCRM Change Management Cnfiguratin Management Release Management CCRM managed service descriptin Amicus ITS maintains a detailed inventry f each IT system s Cnfiguratin Item (CI) within the CMDB (Cnfiguratin Management Database). This enables us t patch and revise levels f individual sftware and hardware mdules, cmpnents and subsystems, as well as map the relatinship between different cnfiguratin items (CI). We harness changes t such systems thrugh a cntrlled standard prcess aligned t the ITIL framewrk. We ensure there is an audit trail arund change requests, apprvals, resets and results, installatin / deplyment dates and pst installatin quality assurance tests t supprt the system s peratinal baseline cnfiguratin dcument. This facilitates lifecycle management and peratinal cnsistency. We use industry standard tls t autmate the prcesses invlved t deliver the service thrugh agent-based discvery, custm wrkflws, pre-filled templates, aut-assigned tasks, visual relatinship maps and ther features. We have a well-structured, technically cmpetent and highly rganised Change Apprval Bard (CAB) t mnitr and manage nn-standard and emergency change requests. Our custmers are invited t the CAB meeting, alng with ur Change Manager, Release Manager, L3/L4 Technical Cnsultants and Service Delivery Managers t facilitate Change and Release Management effectively.

4 24x365 Cre Managed IT Services / Cntd. We ffer CCRM service during cre UK Business Hurs, but extend this t 24x365 fr emergency changes. 3.4 Service Delivery Management SDM managed service descriptin The bjective is t prvide a wrld class service with premium cmmunicatin and cllabratin effrts with ur custmers t building relatinships and drive lyalty during the cntract and ideally renewing the cntract at term. We have ITIL_v3 certified Service Delivery Managers wh wrk in cnjunctin with the custmer t define WHAT we are delivering t the custmer and then use the tls and prcesses specified in the Service Catalgue t achieve expected SLA and KPI against each IT service. The Service Delivery Managers set expectatins n service quality, availability and timelines. 4 Service Scpe CORE MANAGED SERVICE BUNDLE Basic Enhanced Advanced 24x365 Service Desk cntact centre services. Call handling (dedicated phne number) with triage, handling, incident handling, 3 rd party supprt / vendr c-rdinatin, access t self-service prtal 24x365 Service Desk technical supprt services. Remte supprt (using Bmgar), Majr Incident crdinatin, service request fulfilment, user administratin (Active Directry, MS Exchange and ther business applicatins) 24x365 white labelled Service Desk cntact centre services 24x365 NOC Mnitring Agentless mnitring f applicatins, servers, strage and netwrk infrastructure Change, Cnfiguratin and Release Management. Raise change requests and submit fr review in custmers CAB, L3/L4 Technical cnsultant t participate in custmer CAB meeting Phne and statistic reprts vlumes and wait times Alarm and incident statistic reprts vlumes and categry Availability and capacity reprts ut f system reprts Mnthly service reprts virtual Accunt Manager Custm and tailred SLAs fr respnse and reslutin time

5 24x365 Cre Managed IT Services /Cntd... 24x365 Service Desk ptin fr custmer technician access t ticket management tl (up t 10) NOC technical supprt services: remediatin f alarms based n an agreed-upn set f tasks and run lists Change, Cnfiguratin and Release Management: Additinally, Asset Management, sftware and hardware cnfiguratin thrugh agent based discvery tls ptinal ptinal ptinal Mnthly change and release audit reprts ptinal Dedicated Service Delivery Manager ptinal Mnthly service reprts detailed by dedicated SDM ptinal Mnthly service review - nsite with custmer ptinal Majr Incident reprting dedicated SDM ptinal Quarterly Cntinuus Service Imprvement Plans, fllwing t service analysis and feedback thrugh dedicated SDM Strategic radmaps and business alignment feedback dedicated SDM Single pint f management escalatin in hurs t Service Delivery Manager Single pint f management escalatin ut f hurs t Directr n Call 24x365 Service Desk with prblem management and management f identity management platfrm* NOC technical supprt services - remediatin f alarms thrugh end-t-end trubleshting Change, Cnfiguratin and Release Management: Additinally, inclusin f all nn-standard and emergency changes reviewed authrised and scheduled in Amicus ITS CAB weekly meetings; Change Manager, defined release cntent; dependencies; business apprval; prblem management n identified issues Release Manager Availability and capacity reprts reviewed with recmmendatins ptinal ptinal ptinal ptinal ptinal ptinal ptinal ptinal ptinal ptinal ptinal ptinal Custmised SLAs fr respnse and reslutin time ptinal ptinal

6 24x365 Cre Managed IT Services / Cntd. 5 Additinal Service Optins The additinal suite f services can be added t a custmer s chsen cre Managed Service bundle t ensure a tailred service delivery t meet their business needs (see Main Service Catalgue and separate Technical Design Sheets fr each additinal service). The custmer will define the relevant service level required ut f the ptins within each service: ADDITIONAL MANAGED SERVICE OPTIONS Basic Enhanced Advanced Anti-Virus and Anti-Malware management Backup and restre management (n premise and clud) Windws Server Patch management Mbile Device Management SQL Database Administratin Hardware Break-Fix Windws Active Directry Administratin and Audting (ADDS, ADCS, ADFS, ADLDS, ADRMS, DNS, DHCP) Windws File and Strage Services Administratin and Management (File, Strage, Print and Dcument) Strage Management and Administratin (SAN) End User Cmpute Virtualisatin Administratin Office 365 Azure Exchange Administratin Prfessinal Services Hyper Cnverged Infrastructure management Ht Swap Device Service Netwrk and Firewall Administratin

7 24x365 Cre Managed IT Services / Cntd. 6 Hw We Prvide This Service The cre Managed Service is built up frm the Service Desk, NOC Team, Change and Cnfiguratin Management, Technical Cnsultants and Service Delivery Managers. The Service Desk maintains the interactin with the custmer thrughut the service lifecycle and the Service Delivery Manager acts as an Operatinal Management representative t the Custmer. 7 Service Reprting The standard mnthly reprts include the fllwing based n the custmer s tailred plan: Phne and statistic reprts Alarm, incident and prblem statistic reprts Availability and capacity reprts Mnthly change and release audit reprts Majr Incident reprts Mnthly service reprts Cntinuus Service Imprvement Plans (where service includes SDM ACE reprts Additinal services selected by the custmer may include ther reprts which are detailed in each relevant service sheet. 8 Service Pricing The pricing fr a Managed Service supprt bundle will be based n the csts f the cre services, plus any additinal services selected.