Overview Of Remote IT Infrastructure & Operations Management Services(RIMS)

Who can benefit from Our Services?

  • IT Executives or Leader in Enterprise, or solutions provider, who needs cost-effective, managed services at high service levels for the monitoring, management, and operations of IT infrastructure.
  • Organizations that need automation and support for management of a wide range of technologies in the enterprise IT environment – from on-premise to cloud.
  • Organizations that require services like :
    • Automate alert management, incident management, runbooks and other processes.
    • Resolve IT problems in the environment, and perform root-cause analysis.
    • Perform change management, service requests and standard operating procedures.
    • Perform pro-active maintenance and management of environment.
    • Generate reports and analytics on event correlation and perform continuous improvement.
    • Perform configuration management, backup and restore management, patch management, and anti-virus management.
  • Clients who want to be first-to-know of outages in their environment and not have to find out about it from your business users.
  • Customers seeking to automate the work of your Level 1 and Level 2 engineers and achieve left-shift capabilities.
  • Organizations looking to free up your expensive Level 3 tower engineers from performing routine, mundane, and firefighting work, and move them to more strategic projects for enterprise.
  • Seeking services that integrate to existing investment of tools in environment for monitoring, ITOM, and ITSM
  • Control complexity of modern IT technologies, bi-modal IT, and relentless business demands
  • Seeking to position your IT as a strategic partner and service provider to the business
  • Planning to reduce costs about 30-40% in IT operations as well as improvements in service levels
  • Organizations having expensive internal teams, 3rd party services, or outsourcers that provide monitoring, management, and operations of your IT, either partially or fully, but find that services are rendered at very low service levels and low CSAT.

Services & Benefits:

  • Security and Network Operations Center (NOC) services, and Remote IT infrastructure & operations management services
  • Cost-effective, automation-powered, industrialized, packaged, managed services at high service levels for the monitoring, management, and operations of IT infrastructure
  • Powered by an advanced-technology platform for IT infrastructure & operations management
  • Support for a wide range of technologies in the enterprise IT environment — from on premise to cloud — servers, networks, storage, applications, virtualization, unified communication, VOIP, telco, desktops, mobility, data center, distributed computing, middleware, database, platforms, as well as cloud technologies such as public cloud, private cloud, and converged infrastructure – services that:
    • Automate alert management, incident management, runbooks and other processes
    • Resolve IT problems and issues in the environment, and perform root-cause analysis
    • Handle change management, service requests and standard operating procedures
    • Perform pro-active maintenance and management of environment
    • Generate reports and analytics on event correlation and perform continuous improvement
    • Perform configuration management, backup & restore management, patch management, and anti-virus management
  • Eliminate alert noise in IT environments
  • Make IT first-to-know of outages in their environment
  • Automate work of Level 1 and Level 2 engineers –  achieve left-shift
  • Free up expensive Level 3 engineers in various towers from performing routine, mundane, and firefighting work, and enable moving them to more strategic projects for enterprise
  • Integrate to existing investment of tools in environment for monitoring, ITOM, and ITSM (e.g. Service Now)
  • Simplify the complexity of managing modern IT technologies, bimodal IT, and give control back to IT to meet business needs
  • Position IT as a strategic partner and service provider to the business (vs. just being sys admins)
  • Provide cost reductions of 30-50% in IT operations as well as 3-10X improvements in service levels
  • Provide control over shadow IT sprawl

Service Offerings

Managed services

  • 24×7 SLA-based monitoring and management of all types of multi-vendor technologies from on-premise to cloud including servers, networks, storage, applications, virtualization, unified communication, telecom, desktops, mobility, data center, distributed computing, middleware, database, platforms, as well as cloud technologies such as public cloud, private cloud, and converged infrastructure.
  • Multiple service levels from event monitoring and escalation, to SOP-based remediation and incident management, to full problem management and root-cause analysis and Manage service levels.

Professional Services

  • Assessment and discovery
  • IT optimization
  • Implementation
  • Integration
  • Automation
  • Reporting and analytics

Key Outcomes of Services

1. Bottom-Line Impact

Increase IT effectiveness without increasing cost:

  • 25-30%+ cost savings in IT operations
  • 90-95%+ attainment on first-to-know and first-to-report
  • 40-65%+ reduction in MTTR
  • 30-50%+ reduction in tools cost
  • 30-40%+ of L3 resources shifted from reactive tasks to revenue driven initiatives
  • 50-60%+ runbooks automated
  • Implement service catalog & chargeback for operations
  • Reporting & visibility at BU, group, and site level

2. Top-Line Impact

Launch New Services For Business:

  • Faster and agile client IT team
  • 2-4X faster releases with 60% fewer errors with agile DevOps
  • Ability to provide custom support for dynamic business processes

CSAT For Business:

  • Move from 2/5 to 4/5
  • Mature services delivered
  • SLA adherence & management
  • First-to-know

Financial Visibility & Reports To Business:

  • Reduced risk and better planning

Our Key Difference

Device Management

  • SaaS platform technology enabled services for monitoring, ITOM, and ITSM
  • Thousands of monitoring templates
  • Automated runbooks and SOPs
  • Standardization and visibility to potential failures, outages, and performance degrades

Service Catalogs

  • Process templates for IT service level definitions
  • Coverage of: desktops to servers to storage to vBlock, VSPEX, FlexPod, OpenStack , UC, VMs, clouds, Telco, PBX,  switches, firewalls, routers, mobility, wireless, and applications
  • Consistent and repeatable operations across entire environment
  • Shared services and dedicated services

Service Transition

  • Integration Platform for ITSM and ITOM tools – off the shelf integration
  • Service factory automation platform to route, and schedule tickets to right resources at right cost to achieve right service levels
  • Best practice forms (100+) for trouble-ticketing systems
  • Extra cost efficiencies from tools integration
  • Optimal cross-tower L1, L2, L3 workloads

Service Analytics

  • Event correlation analytics & big data repositories built up
  • Knowledge base for problem management
  • Knowledge-base of best-in-class reports for maximum service and program impact
  • Higher quality performance metrics from knowledge base
  • Continuous improvements such as year over year increase in automation candidates

Techwave Remote IT Infrastructure & Operations Management Services

What makes Techwave unique