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.