Managed Service Provision (MSP)
Our MSP service is underpinned by use of ITIL (the IT Infrastructure Library) which is the most widely accepted approach to IT service management in the world. ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of IT.
MSP uses an integrated IT Automation framework that manages each client's infrastructure, network components, servers, and users' desktop PCs - remotely, comprehensively and transparently.
Service Take-On
Service Desk
- Core Hours of Service - Monday to Friday 0800–1800 UK local time (excluding UK Public Holidays)
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Outside Of Hours - Monday to Friday 1800–2200 UK local time (excluding UK Public Holidays). Saturdays, Sundays and Bank Holidays 0900–1700 UK local time (excluding Christmas and New Year’s Day)
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Unlimited/Un-metered Helpdesk facility that records and manages all reported incidents against agreed SLA.
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Dealing with incidents quickly and efficiently – either remotely or on-site within agreed SLAs
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Getting to the root cause of incidents and seeking a permanent fix
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Accepting user requests for information, or advice, or for a Standard Change or for Access to an IT Service
IT Automation
- Strict IT Asset management that locks down systems against un-authorised configuration change
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Activities needed to proactively manage IT Services and the supporting IT Infrastructure
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Deliver new or changed services while ensuring minimum disruption to operations and ensuring best practice is applied
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Systems Proactive Monitoring with critical systems checks to ensure maximum system up-time whilst ensuring optimum performance, availability and capacity of your IT
IT Direction
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Scheduled meetings with senior management and assistance in shaping IT, both short and long-term
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Security plan with regular monitoring/penetration testing of security weaknesses and resulting action plans that close any loopholes
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IT operational/disaster recovery plan with planned verification testing
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Account management for consistent/qualitative customer service