Managed Service Context
And the limits of managed services.
Technical Management Unit
Network Support
Hardware Support
Operating System Support
Network security and service
Database Support
Application Management Services Unit
This unit is responsible for handling problems related to application services associated with the supported system.
Operation Management Services Unit
This unit is responsible for the required operations for managed services and includes two main parts.
Equipment & Facilities Unit
Monitoring Unit
Service Management Unit
This unit monitors the service provided from the perspective of the service provider. Other companies in a way that can keep the service provided at the level /beyond the limit of agreement with the employer.
This unit requires the following teams to achieve a favorable result:
Service Desk Service Desk
Event Management
Change Management
Problem Management
Service level management and reporting
Service Availability Management
Asset Management and Configuration
Service Continuity Management
Security Management
Resource Capacity Management
Service Publishing Management
Managed Service Support
(you can get all of these services at zegsolutions: managed service solutions Houston)
The service support period begins when the first service is launched and continues until the end of the contract. Service support is achieved in three areas of operation:
Reactive support
Preventive Support
Understanding the customer’s new needs
During this period, to provide a stable environment and ensure the service’s stabilization and solve the possible problems created in the least likely time and according to the service level agreement, procedures, processes, units mentioned, and designed methods are implemented 7 × 24.
Reactive support
In this way, support units and teams are performing 7×24 operations with the help of the necessary tools at any time to prevent interruption in the performance of IT services. The relevant tools, procedures and teams are as follows:
Service Monitoring
Monitoring Tools
Monitoring Team
Service Counter Team
As the main center and beating heart of informatics services and service support services, the service desk plays a significant role in maintaining and sustaining the services manager. The service desk with the activity of 7×24 monitors the events, events, changes, and problems in the services provided.
Technical Support Teams
Problems with IT-related services are inevitable; what is essential at the time of the problem is the expertise, coordination, and speed of action of different teams in a notification, follow-up, and fixing system failures. Undoubtedly, the most influential factor in solving the problem is the technical team’s expertise and experience supporting the service. The service provider’s supporting teams decide to provide services in 3 levels to increase their productivity and increase team performance.
Preventive Support
One of the essential service support functions during the service is preventing other events and preventing problems. This is achieved with other teams’ help and monitoring tools and checking the system’s performance history. The teams involved and the processes associated with each group are as follows:
Technical Support Team
The technical support team, especially at the first level, is responsible for reviewing the current conditions of the service under its support by examining the current needs of the system, the reasons for previous events, as well as the system performance record of improving the performance of the system and preventing the re-brewing of prior events.
The team also takes responsibility for automating control processes on the server so that the required notifications are sent in time.
Service Management Team
The processes related to the service management team will play an influential role in improving the provision of the service; these processes can be considered as preventive factors as follows:
Providing numerous reports in different areas of service, including:
Number of occurrences and requests and time of exposure and troubleshooting/fulfillment of requests
Current service capacity, future required capacity, and removable capacity from the system
System reliability
Existing problems and how long the issue is open
Successful and unsuccessful changes
Publishing Services
Coordination with the support team to review different aspects of the service and prepare plans, including the following processes:
The reason for the lack of possible suffocation in resolving events in due time and updating the related knowledge base
Check for current open problems and existing solutions
Reviewing changes and trying to reduce immediate or repetitive changes
Evaluation and reliability of the system and providing a plan to increase the level of reliability concerning the related financial aspects
Checking the current capacity and trying to free up resources that are available to the service in excess
Check how to escape crises with minimal time being out of service by creating similar conditions in the testing environment. These tests are performed on different parts of the service on a 6-month or one-year basis.
Understanding the customer’s new needs
Identifying new needs and providing solutions, and planning for implementing customer’s demands is one of the essential parts of service support during the following processes:
All service execution including, resources, service support, licenses, are carefully defined and documented.
Financial control policies are defined.
Service reviews and budgeting are reported in monthly periods.
Investment and budget savings are based solely on the customer’s needs.
The cost of facilities for new services is calculated and notified according to the customer’s requirements.
The customer service basket, each service’s weight, and the importance of the services and related sub-services are updated.
Changes in the service and sub-services related to the service portfolio are included in the client’s monthly meetings with its business relationship officer.