|
IT departments are under increasing pressure to ensure the high
availability, reliability and scalability of their network resources.
Performance shortfalls and unplanned downtime now come at serious cost.
They can impact on staff productivity, affect an organization’s ability
to service its customers and disrupt key business operations. As a
result, the issue of network maintenance is being pushed to the fore.
To keep your network operating around the clock, you can rely on Tissana Maintenance Services. We can help you lower costs, reduce network complexity and improve reliability with remote or on-site technical support and repair and spares management services.
Tissana offers the breadth and depth of services you need to meet your unique maintenance requirements, from providing back-end support for your in-house staff to outsourcing your entire maintenance solution. Our maintenance services address all technologies in your network, from legacy systems to voice/data convergence.
We offer a variety of web-based, remote and on-site support options, along with repair and replacement services and software support. Simply choose the service and coverage that work best with your current technical expertise and staffing levels.
The service includes problem management in the event of escalation to vendor, all incidents will be logged by our Service Support Centre and routed through to the Tissana Networking analysts for incident resolution.
Skilled in multiple technologies and multivendor networks, our engineers and technicians have deep technical knowledge and can resolve problems that occur - maximizing network uptime, availability and performance. Tissana’s strategic partnerships with leading vendors ensure prompt and efficient problem escalation. Our maintenance experience and expertise is unsurpassed in the networking industry. We rigorously train our engineers in the latest tools and technologies from leading vendors as well as those from other manufacturers.
Tissana has adopted the ITIL framework as a best practice for delivery of technical services. All of our services are delivered using this widely accepted benchmark.
The IT Infrastructure Library (ITIL) consists of a range of modules, aimed at addressing the issues facing IT service management. The modules provide codes of best practice in IT service management. By making use of ITIL an IT organization is able to facilitate the quality management of IT service, to improve efficiency, increase effectiveness and reduce risks. Some of the most used ITIL modules are described below.
- The Service Desk
The Service Desk provides a single point of contact between your customers and the delivery of services. The Service Desk employee will inform, guide and advise the customers about all aspects of service delivery. He/she wiil not only inform the customer on service disruptions, but also advise your customers about the services deployed by the service organization.
- Incident Management
The Incident Management process ensures a quick recovery of service-degradations to the agreed or expected service level. The service levels are defined within a Service Level Agreement (SLA).
- Problem Management
The aim of Problem Management is a decrease of the number of incidents by structurally resolving the errors within the IT infrastructure. The activities of Problem Management are: problem control, error control, proactive prevention of problems, identifying trends and management information resulting from these areas.
- Change Management
The ITIL Change Management process provides a mechanism to control and manage the initiation, implementation and review of all proposed changes to the operational IT infrastructure, in order to minimize the impact of change related incidents upon service delivery.
- Configuration Management
The ITIL Configuration Management process covers the identification, control, status accounting and verification of the components of the IT infrastructure (configuration items, assets) and their relations. The main goal of this process is provide information about these components that is used in other service management processes.
- Release Management
Release Management is the planning, design, build, configuration and testing of hardware and software to create a set of release components for the live environment. Release Management works closely with the Change Management and Configuration Management processes to ensure that the shared Configuration Management Database (CMDB) is kept up to date, related to the changes implemented by new releases and the content of those releases as stored in the Definitive Software Library (DSL). Hardware specifications, assembly instructions and network configurations are also stored in the DSL/CMDB.
- Service Level Management
The ITIL Service Level Management process is the process of negotiating, defining, contracting, monitoring and reviewing the levels of customer service, levels that are both required and cost justified.
- Cost Management
The Cost Management objective is to produce, operate and maintain a costing and charging system concerning IT services.
- Availability Management
Availability Management optimizes the availability of the IT infrastructure.
- Capacity Management
Capacity management is concerned with the monitoring and tuning of existing services to ensure that optimum use is made of the hardware resources and that agreed performance and throughput levels can be achieved and maintained.
Deliverables:
- First line technical support at point of incident logging
- Qualified network technical analysts to resolve incidents
- Escalation to vendor
- All incidents raised onto Customer Management tool suite, with unique reference number
- Distribution of service management reports
- On site assistance with guaranteed SLA’s
- Access the highest trained individuals with industry accreditations and support knowledge
- Provide incident resolution and where appropriate the ability to escalate the incident with our vendors
- Improve service to end-users whilst managing incidents with prompt quality resolutions
- Produce service level management reports on systems availability
- Proactive firmware notification
WE CAN HELP YOU ...
|
