ict infrastructure comprehensive service inycom
DESCRIPTION
Optimal and simple ITC management models based on the alignment of ITC infrastructure to business processes. as well as services, methodologies and processes based on ITIL best practices.TRANSCRIPT
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
Constant incidents reported by users. Misused resources. Difficulties in estimating equipment or
maintenance expenses, etc.
IT managers from any company have to face some common problems such as:
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
What is the cost of every workstation? What is the cost of managing breakdowns,
maintenance, etc.? Is the deployed infrastructure management
efficiently optimized with current tools? Are best practices applied? Is the ICT infrastructure aligned with the
company’s business processes?
All of this leads to several questions to deal with:
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
SUPPORT AREA
Microcomputing Support Groups for the end-user.
Different platforms to
manage provided services.
Minimization of infrastructure
expenses.
Services packaged
according to the client’s needs.
INFRASTRUCTURE SUPPORT AREA
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
INYCOM offers optimal and simple ITC management models based on: Alignment of ITC infrastructure to business processes. Services, methodologies and processes based on ITIL
best practices. Maximum availability and simplicity when it comes to
managing incidents. Control of the associated costs in every workstation. Control of computer equipment and its management. Greater efficiency in processes and lower risks.
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
Catalogue and Service Categories
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
PACK 1Scope ITC Support for Workstations
Functionality Covers support, maintenance and assistance needs for the main ITC tools of workstations and common software.
Service LevelAlthough three levels of service are offered, Inycom recommends the most suitable one, but the client decides which service level they want to hire.
Response Times Service Levels
8 x 512 x 524 x 7
GOLD SILVER BRONZE
Maximum response times for service recovery.
Standard level of response times.
Lowest level of response time to solve a request.
Available Service Categories
Inycom recommends
Gold:Silver:Bronce:
●●●●●●●●●●●
PACK 1: The failure of certain user’s tools do not produce a significant impact to the business.
Catalogue and Service Categories
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
PACK 1 PLUSScope Pack1 + User communication tools support
Functionality Covers support, maintenance and assistance needs to the main ITC tools of workstations and common software.
+Support to emailing, messaging and videoconference tools.
Service LevelAlthough three levels of service are offered, Inycom recommends the most suitable one, but the client decides which service level they want to hire.
Response Times Service Levels
8 x 512 x 524 x 7
GOLD SILVER BRONZE
Maximum response times for service recovery.
Standard level in response times.
Lowest level in response time to solve a request.
Available Service CategoriesInycom recommends
Gold:Silver:Bronze:
●●●●●●●●●●●●
PACK 1 PLUS: Pack 1 + extra services for the workstation
Catalogue and Service Categories
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
PACK 2Scope ITC Infrastructure Support
Functionality Support to the customer's network infrastructure, including critical network and directory services, and those associated with telephony communications
Service LevelAlthough three levels of service are offered, Inycom recommends the most suitable one, but the client decides which service level they want to hire.
Response Times Service Levels
8 x 512 x 524 x 7
GOLD SILVER BRONZE
Maximum response times for service recovery.
Standard level in response times.
Lowest level in response time to solve a request.
Available Service Categories
Inycom recommends
Oro:Plata:Bronce:
●●●●●●●●●●●
PACK 2: Critical network and telephony services are particularly important in the development of the business.
Catalogue and Service Categories
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
PACK 2 PLUSScope Pack2 + ITC Security
Functionality Support to customer network infrastructure, including critical network services, directory services and services related to telephony communications.
+Maintenance of corporate antivirus, management of network access from the outside and support to corporate file system.
Service LevelAlthough three levels of service are offered, Inycom recommends the most suitable one, but the client decides which service level they want to hire.
Response Times Service Levels
8 x 512 x 524 x 7
GOLD SILVER BRONZE
Maximum response times for service recovery.
Standard level in response times.
Lowest level in response time to solve a request.
Available Service CategoriesInycom recommends
Gold:Silver:Bronze:
●●●●●●●●●●
PACK 2 PLUS: Critical services and security of information are important assets to be considered because of their impact in case of a possible unavailability.
Catalogue and Service Categories
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
PACK 3Scope CPD Support
Functionality Maintenance of rack infrastructure, backup system, virtual machines, etc.
Service LevelAlthough three levels of service are offered, Inycom recommends the most suitable one, but the client decides which service level they want to hire.
Response Times Service Levels
8 x 512 x 524 x 7
GOLD SILVER BRONZE
Maximum response times for service recovery.
Standard level in response times.
Lowest level in response time to solve a request.
Available Service Categories
Inycom recommends
Gold:Silver:Bronze:
●●●●●●●●●●●
PACK 3: The infrastructure supporting all the services of an organization is critical, so its maintenance must be constant and suitable for recovery and continuous availability
Catalogue and Service Categories
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A. More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
PACK 4Scope Storage
Functionality Incident and service request solving, related to customer’s Housing&Hosting.
Service LevelAlthough three levels of service are offered, Inycom recommends the most suitable one, but the client decides which service level they want to hire.
Response Times Service Levels
8 x 512 x 524 x 7
GOLD SILVER BRONZE
Maximum response times for service recovery.
Standard level in response times.
Lowest level in response time to solve a request.
Available Service Categories
Inycom recommends
Gold:Silver:Bronze:
●●●●●●●●●●●
PACK 4: The infrastructure supporting all the services of an organization is critical, so its maintenance must be constant and suitable for recovery and continuous availability
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A.
Recommendations for support levelsPack 1: ITC Support for Workstations
Covers support, maintenance and assistance needs for the main ITC tools of workstations and common software.
Pack 1 PLUS: Pack1 + User communications tools support Pack 1 + Support to emailing, messaging and videoconference tools.
Pack 2: ITC Infrastructure SupportSupport to customer network infrastructure, including critical network services, directory services and services related to telephony communications.
Pack 2 PLUS: Pack2 + ITC SecurityMaintenance of corporate antivirus, management of network access from the outside and support to corporate file system.
Pack 3: CPD SupportMaintenance of rack infrastructure, backup system, virtual machines, etc.
Pack 4: StorageIncident and service request solving, related to customer’s Housing&Hosting.
Gold:Silver:Bronze:
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Gold:Silver:Bronze:
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Gold:Silver:Bronze:
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Gold:Silver:Bronze:
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Gold:Silver:Bronze:
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Gold:Silver:Bronze:
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ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
WarrantyHelping customers to manage warranties for the replacement of damaged parts of computer equipment. Direct involvement with official technical services or with third party suppliers.
Equipment loanWe have several replacement equipment with different features to meet the needs of the client in case of overcoming the estimated time of resolution of the impact on the affected client computer
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Other Services
More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
MANAGEMENT TEAMS
To provide the services described, Inycom has specialized teams:
w w w. i n y c o m . e s INSTRUMENTACIÓN Y COMPONENTES, S.A.
Help DeskPoint of Contact of the requests made by users of services contracted by the customer.
On-site support: Support team that solves the requests when a technician needs to go to customer’s premises.
More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
Tools used for providing our services:
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IPCM SwitchboardSwitchboard for phone calls.
TeamViewer, remote supportRemote control and administration of ICT infrastructure.
More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
ICT INFRASTRUCTURE COMPREHENSIVE SERVICE
Certified Professionals:
PMPCertified Team in good practices for project management.
ISO 9001-2008Quality.
ISO 27001Information Security.
ISO 9001-2008Quality.
EFQMExcellence model. Business Excellence Prize 2006.
OHSAS 18000Implanting the reference norm in our prevention of workable risks management system.
ITILCertified Team iTSMF España.
SCRUMCertified Team inSCRUM MANAGER.
RSCISO26000 for our responsible management
I+D+iOur projects are based on UNE-166000
CMMIMaturity level 2 with capacity 3 to processes level 2.
CERTIFICATIONS
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Business Certifications:
More Info: Telephone. +34 902 522 252 / E-mail. [email protected]
THANK YOU FOR YOUR ATTENTION Nombre y ApellidosCargoÁrea o SectorUnidad de Negocio de TIC
Tel. 976 013 300Móv. 000 000 [email protected]