Customers Get Real-Time Visibility In Data Center Monitoring
& Ticket Management
Bloomfield Hills, MI – January 19, 2010 – As
companies across America reassess their financial positions for the
new year, one of their most important considerations is how to
handle the demands and costs of managing their enterprise data
centers. One increasingly popular option is to outsource core IT
monitoring and management functions to a managed services provider.
The challenge is in knowing who to trust with your company’s data.
To help its customers with this dilemma, Logicalis, an
international solution provider with a deep expertise in managed
services, has added a new IT Services Management (ITSM) ticketing
system – Service-now.com – to its already strong managed services
portfolio. The new ticketing system acts as a strategic portal,
giving IT directors the ability to track workflow and management of
their outsourced data center services in real-time.
“For an IT director, allowing someone else to manage your company’s
data center is like taking your heart out of your chest and handing
it to a cardiologist,” explains Wayne Kiphart, Logicalis’ vice
president, managed services. “You may know you have to do it, but
how do you choose someone you can trust to do the job right?”
Window into Managed Services Workflow
According to Kiphart, it’s easy … just follow the money. “If a
managed services provider is serious about providing best-in-class
services and support to help its customers manage their data
center, then that provider will continually invest in its own
infrastructure in a significant and meaningful way. At Logicalis,
the investment we’ve made in Service-now.com is proof positive that
we take our commitment to our enterprise clients very
seriously.”
- Learn more about Logicalis’ managed service offerings by
downloading a complimentary copy of “Efficiency on Demand — Managed
Services: The Good News Behind The Need To Cut Costs” at http://www.us.logicalis.com/ms.aspx.
Logicalis has also completed a conversion of its primary
monitoring tool. Now, any issues with a customer’s data center
detected through Logicalis’ monitoring capabilities will be routed
through the company’s new Service-now.com portal to enhance the
customer’s access and visibility to notifications and workflow. By
combining the services available through Logicalis’ growing and
enhanced managed services offerings, client companies can truly
have a 24x7 monitoring and service staff without the capital
expense they would have trying to create the same efficiencies in
house.
Logicalis has done more than implement new ITSM tools; instead the
company has completely redesigned its offering – starting with the
documentation that defines it. Logicalis used the ITIL v3 framework
to completely revise its service offerings, customer contracts and
service level agreements and used this as the foundation to
customize and implement the ITSM tool. This approach ensures
integration between what's being offered to customers, the systems
to manage the offering, and the customer accountability through the
online tools.
With Service-now.com, Logicalis’ managed services customers
can:
- Capture self-service tickets
- Monitor the status of all tickets via a dashboard with
graphical analytics
- Communicate regarding tickets via the portal or directly via
email, even from mobile devices
- View configuration item information
- Modify and filter list views in the portal
- View graphical incident maps showing the geographic locations
of high-priority incidents
- Electronically approve change requests via mobile devices or
standard email
- View all incidents, problems or changes by status
- Update notification preferences
- Directly view device statistics and alarms for any managed
device
“Convincing the CIO/CTO that Logicalis’ managed service
offerings are the way to go is the easy part. Getting that decision
approved by a typically non-technical CFO is often harder, but
Logicalis can help there, too,” explains Kiphart.
- To help IT professionals strengthen communications with their
financial counterparts, Logicalis has developed “Making IT Matter:
Getting to Yes,” a report that discusses the business motivators
and strategies involved in receiving CFO-level approval for IT
requests. The complimentary guide and an interactive calculator are
available at http://www.us.logicalis.com/CFO.aspx.
About
Logicalis
Logicalis is an international provider of integrated information
and communications technology (ICT) solutions and services founded
on a superior breadth of knowledge and expertise in communications
and collaboration, data center optimization, application
development and integration, and outsourcing and managed
services.
With its international headquarters in the UK, Logicalis Group
employs more than 1,900 people worldwide, including highly trained
service specialists who design, specify, deploy and manage complex
ICT infrastructures to meet the needs of more than 6,500 corporate
and public sector customers. To achieve this, Logicalis maintains
strong partnerships with technology leaders such as Cisco, HP, IBM
and Microsoft.
The Logicalis Group has annualized revenues in excess of $1 billion
from operations in the UK, US, Germany, Latin America and Asia
Pacific, and is fast establishing itself as one of the leading IT
and communications service providers, specializing in the areas of
advanced technologies and services.
The Logicalis Group is a division of Datatec Limited, a $4.2
billion revenue business listed on the Johannesburg and London AIM
Stock Exchanges (LSE/JSE: DTC).
For more information, visit http://www.us.logicalis.com/.