Infrastructure Management Services (IMS)

Overview

Core IT Systems and applications are a company’s lifeblood and because these applications are mission critical to key business processes, it is essential that they are constantly available. The first step in delivering highly available IT systems and applications is monitoring, managing and maintaining the IT infrastructure upon which they reside. Investing in expensive monitoring tools and the technology staff to maintain an organization’s applications and infrastructure 24×7 just isn’t cost effective for most enterprises today.

Allied Digital’s IMS provides the right skill-set and tools, key applications and core business processes to help companies protect their infrastructure and prevent expensive downtime without destroying the bottom line.

What We Offer

Our service delivery models are dedicated to ensuring the highest availability of your IT infrastructure and applications. From providing you with secure infrastructure to quality processes, we give your business a competitive edge in the market. To meet the varying needs of different organizations, we adopt a flexible approach to service delivery via on-site, multi-site and off-site engagement models. Our core offerings under IMS include:

The uptime of IT systems is a critical factor in business success today . Organizations struggle with multiple challenges such as:
  • Ensuring minimal breakdown of IT services
  • Finding a single ownership to a service, whether application, server, network or security
  • Managing SLAs
  • Reducing support costs
Allied Digital provides innovative solutions to proactively monitor and manage complete Enterprise Infrastructures and provide a single point of accountability.Standard Service Level Agreements (SLAs) are tuned to meet each client’s specific requirements. Our flexible service delivery model (shared/dedicated and onsite/remote resource) and outcome based pricing help businesses save money without compromising on availability or service quality.Allied Digital leverages our Integrated Service Delivery Framework (ISDF) to manage all devices seamlessly. We use best-of-breed monitoring tools, auto-ticketing, auto-resolution and other techniques to ensure prompt resolution times and consistent service delivery.Our ISO 20000: 27001 compliant Network and Security Operations Center (NOC / SOC) act as a single point of contact globally for proactive monitoring and management of a wide array of multi-vendor IT infrastructures , including network, server, storage, end user devices, applications and security devices regardless of location and geography. In a snapshot, we virtually eliminate IT infrastructure downtime while drastically reducing support costs.

What We Offer

Allied Digital's NOC performs 24X7 predictive monitoring and management with hands-on expertise across best-in class technologies to consistently deliver a superior client end user experience. Our NOC incorporates automation, customized and standard tools and ITIL and ISO processes along with our Integrated Service Delivery Framework (ISDF) framework to ensure consistency, agility and quality of service. Our team of highly skilled and certified technical resources and robust knowledge management systems ensures faster incident resolution. Our service portfolio includes:
  • Data Center facility monitoring and management
  • Network monitoring and management
  • Server and Storage monitoring and management
  • Managed Security Services
  • Applications/ERP Monitoring and Management
  • Database Administration Services
Apart from protecting our clients' IT investments that align to their business and yield better efficiency, our services also provide client with an opportunity to plan for better utilization, better scaling against demand and provide valuable analytics on the performance of their IT environment.

Business value

FeaturesAdvantagesBenefits
Monitoring of current IT systemsT Systems are not being utilized to their full capacity, providing available capacity for high demand situationsAbility to match utilization to real demand to reduce cost of data center and facilities
Proactive Monitoring and ResolutionsAble to pro-actively diagnose more than 96% of potential enterprise network and security issues before they can impact network health by using cutting edge tools, technologies and frameworkExpedited resolution of issues, or avoiding them altogether The service enables enterprises to achieve better performance and availability across the enterprise.
Real time dynamic and detailed reporting
  • Gain real-time insight into enterprise support demand and corresponding resolution activity
  • Web portal for on-demand reporting
  • Service Level performance including rolling history
  • Custom reporting
  • Common data formats supported for easy manipulation
Full transparency on all infrastructure operational activities.
The Data Center (DC) and Disaster Recovery (DR) environments are critical to organizations today, providing vital access and 24X7 availability of IT systems and applications. Enterprises allocate significant investments in resources and capital to data center and disaster recovery to achieve optimal performance and reliability. Apart from the IT systems, DC and DR environments incorporate numerous mission critical support units that include among them UPSs, ISP links, power and cooling systems and physical security. These units play critical roles as the key foundational elements upon which the uptime of the enterprise IT systems and respective services all rely. Comprehensive and preventive monitoring and management of these systems and Disaster Recovery (DR) environments is a major task for CIOs and IT leaders of every organization.

What We Offer

Allied Digital's DC and DR management services include:
    • Proactive monitoring and management services of all support systems
    • Data center consolidation, migration and automation services
    • Data backup and restoration services and mirroring solutions
    • DR management services
    • Virtualization and Cloud setup services
    • Hosting services
Allied Digital's precise DC and DR benchmarking and best practices help you to achieve the maximum ROI (Return on Investment) from your DC and DR environments. Leveraging our ITSM framework, Allied provides service delivery tailored to your specific requirements via on-site and/oroff-site/remote service delivery models

Business Value

Some of the key benefits that our DC and DR Management services deliver include:
      • Benefits from consolidation and virtualization
      • Streamlined incident and event-handling processes
      • Increased responsiveness
      • Scalability, flexibility and transparent solutions
      • Low operational costs
      • Reduced cost of ownership
Allied Digital’s Technology Service Desk services are designed to surpass your needs and expectations. We do this by maintaining our commitment to providing consistently effective and timely resolution of end user issues via thorough yet flexible support and servide delivery methodologies.Our Service Desk services have proven success in providing cost effective, quality SLA-based Service Desk solutions for our customers. Our solution blends a high degree of structured, SLA based service, state of the art tools and highly trained staff into a Single Point of Contact ITIL Based Service Desk.Our technical service desk, which includes HDI certified service desk engineers, leverages best-of- -breed tools and technologies to consistently deliver maximum First Call Resolution (FCR). Our service desk helps you to increase FCR, improve productivity and lower costs by utilizing smart tools, technologies and processes and improve end user satisfaction.

What We Offer

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  • Field Call, Email or Web Incidents
  • Triage / Resolve or Escalate
  • Coordinate handoff with resolving groups
  • Update incidents notes with progress
  • Keep user informed of progress
  • Monitor incident for resolution / push for progress
  • Escalate according to customer requirements
  • Customer Advocate – drive for timely resolution
  • Verify closure with user once resolved
  • Distribute satisfaction survey to user

Business Benefits

  • Flexible Support Model
  • Scalability to support business trends including seasonality, project or application deployment related demand increases/decreases
  • Robust technical expertise; Level 1, 2 & 3
  • Gain real-time insight into enterprise support demand and corresponding resolution activity
  • Web portal for on-demand reporting
  • Service Level performance monitoring and historic including rolling history
  • Increased end user productivity
  • Increased end user productivity

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