Videos // Managed Services Tools and Process


With today’s drive to decrease IT spending while increasing IT value, organizations are considering alternate solutions for IT support delivery. If you are evaluating your IT infrastructure management options look no further than Logicalis. With multiple solutions from system monitoring to IT outsourcing perfected over more than a decade in the managed services business. Logicalis can help you find a solution that will meet your needs, budget and service levels all delivered through secure robust tools and processes.

Managed service solutions from Logicalis make sense for a lot of reasons. Many companies have tried to implement in house IT monitoring and management solutions but few have succeeded. Most companies are able to provide basic tier one support for their environment. But tier two support can become a bit more challenging for coverage across all relevant technologies and true tier three support becomes even more challenging. Also technology architects are seldom well represented in IT environments and most companies are unable to fulfill other essential ingredients for success such as 24x7 support, ITIL processes, monitoring or ITSM.

There are many aspects to successful IT infrastructure management, getting them all right all the time is key. This is where Logicalis Managed Service Solutions can help. It instantly gives customers 24x7 access to tools, processes and experience that have been built over time. Let’s take a look at how the tools work and how we’ve mapped the processes into them to provide best practices and value. Logicalis certified professionals monitor customer incidents and manage them through resolution. In this example the customers devices under management are connected to Logicalis monitoring, if any customer device has an issue, an alarm is received by the Logicalis monitoring tool.

The tool compares each issue to the alarm threshold. If the issue meets alarm meets criteria, a ticket is automatically created in the Logicalis ticketing system and advanced algorithms are applied to determine prioritization and ensure efficient automation. Logicalis’ prioritization is taken extremely seriously and each instance is automatically assigned a resolution time based on priority. If the incident is priority level one the customer receives a phone call within 15 minutes. The ticket is then assigned based on the technology of the device with issue. The system finds the matching device in the CMDB. Email notifications are automatically sent to the primary and secondary customer contacts for the relevant device as well as to Logicalis engineers for the assigned technology. Engineers’ specific to the technology of the device are automatically notified of the new incident and start working on the issue. The ticket queues are monitored closely by engineers in our US operations center.

Several features in Logicalis management tools facilitate fast remediation. For example an engineer can click an icon in the incident ticket to quickly view a map of devices and see potential underlying causes of the issue as well as business services currently being affected at the customer site. Engineers also view analytics to see the current status of the device as well as historical trends. These tools are also available to customers through their customer portal so they too can analyze their devices under management.

Logicalis exceeds all industry standards by paying our customers a penalty fee if we do not meet SLA resolution times, while many companies only strive to meet response times. The whole process will feel easy and seamless for the customer. Customers set their preferred method of communication for ticket resolution between email, phone, or our self-service portal. Customer change approvals can be handled from anywhere. All actions through the life of a ticket are tracked for auditing purposes.

Could you benefit from Logicalis’ Managed Service Solutions, built on experience and secure robust processes? Take advantage of this expert, cost effective solution. Let Logicalis take care of your IT infrastructure while you focus on your core business. Contact your Logicalis representative today.