Managed IT Services. Maintain, manage and report

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1 Managed IT Services Maintain, manage and report 1

2 2 Comunet was established in 1995 to provide professional Information Technology services to Australian businesses and organisations. Its vision now, as it has always been, is to provide customers with a unique level of professional, specialised technology consulting and computer network support.

3 What is Managed IT Services? Under Managed IT Service agreements, organisations are effectively transferring elements of their IT operations to a dedicated service provider. These Managed Services Providers (MSPs) assume the ongoing responsibility to manage a client s environment against an agreed set of requirements ranging from monitoring and management to investigation and issue resolution. MSPs use specialist tools to offer clients a comprehensive set of services. These tools are designed to ensure routine infrastructure management tasks such as monitoring, alerts, patch management, back-up and recovery are scheduled effectively. Testing can be performed successfully across desktops, laptops, servers, switches, storage, applications and other network devices without impacting the ongoing operations of a client. Clients elect to use a MSP when their reliance on IT grows but their ability to support it does not. The MSP effectively becomes an extension of an existing internal IT resource. By outsourcing the responsibility for routine tasks, it allows in-house staff more time to focus on important strategic and business related issues. The MSP is proactively managing and maintaining these systems so there s far more control across the environment and a far greater chance of avoiding any nasty surprises. Who is Comunet? Comunet is a trusted advisor to hundreds of organisations throughout South Australia. For nearly two decades its name has been synonymous with offering clients first class services and practical support across a range of technologies. ü ü ü Automated Monitoring Reliable Management Comprehensive Reporting Timely Today, Comunet offers clients the same recognised qualities in its Managed IT Services; a Managed IT Service offering that is built around the successful delivery of three core elements. Always on to detect and resolve issues quickly Schedule tasks with predictable costs and concise in a format that s easy to understand When it comes to IT support rarely does one size fit all, that s why we offer clients flexibility. You simply select the right service level based upon the resources you have to hand. Comunet believes that its Managed IT Services is ideally suited to those organisations that have limited access to the right in-house technical skills but need the ongoing reassurance that their IT systems are robust, secure and reliable. With built-in flexibility, customers can choose from a range of options, ranging from simple monitoring and alerts to a comprehensive program of Managed IT Services. 3

4 Experience the advantage of having improved network reliability with the benefit of predictable monthly costs. Improved Productivity Monitoring We recognise that clients need to make an informed decision about what to include within a Managed IT Service agreement. Rarely are systems fully up to date, so the first practical step Comunet takes is one of investigation. We deploy a specialist monitoring tool across selected items in a client s network. The tool has built-in sensors which survey the environment and identify the status of equipment and report back on its preparedness. Once the environment is analysed, Comunet will recommend ways to tackle immediate issues and create a schedule of managed services to support ongoing operations. Having identified what to manage, Comunet works with clients to create a practical plan to capture forecasted events such as software patches, firmware updates and back-up checks. As a scheduled event arises the monitoring tool provides the managed IT services team with an alert. Management Completed patches, firmware updates and back-up checks are recorded and reported back to the client as part of the managed IT service. When the monitoring tool detects an exceptional event (e.g. memory capacity issue, disk failure) an alert is raised to the team. When the team encounters issues like this it works with clients on an agreed method of resolution. Often, because it s identified early it can be addressed remotely, helping clients eliminate costly upheaval, such events can be managed and aligned with operational priorities. We all recognise the importance of having IT systems performing at their optimum. Always on monitoring ensures that we avoid missing important events and risking systems not being current. One of the key advantages of a managed service is the predictability of costs. Known Costs Reduced Downtime Not only do clients have greater visibility over the management of their environment, they do so with much greater certainty about maintenance expenditure. Because the environment is being proactively managed there is less likelihood that clients will encounter a major disruption risking further expenditure to fix issues. All Comunet s Managed IT Service clients have access to our Australianbased Services Desk which is available through extended business hours 7.30am 6.00pm Monday to Friday ACST. It s manned by experienced engineers who are on-hand to undertake remote investigation and diagnosis for speedy resolution of issues. (See our table of Optional Services.) At the heart of our Managed IT Services offering is an integrated ticketing system which captures, tracks and reports on all issues. So whether it s a call or from a member of staff or an alert triggered by our monitoring systems we have all necessary details to hand to ensure our service desk engineers can confidently resolve issues or direct the matter to a supplier. 4 Always On Monitoring

5 Having already made a significant investment in IT, you will recognise how costly downtime in systems is to your business. 5

6 Comunet can monitor and report on your infrastructure performance during peak operational activity to help you determine areas for concern. Reporting Comunet believes reporting and presenting clients with timely information about their environment is the most important aspect of a managed IT service. That s because today s managed IT services are not simply about monitoring and managing an infrastructure, it s also about ensuring that the environment continues to evolve to meet ever changing business needs. We recognise that clients benefit just as much from reports on the limitations of an environment as they do from having reassurances about how effective security is or whether there is enough storage. Clients need accurate and concise information to enable them to make informed decisions about their technology needs. For today s managed IT services provider it means more and more emphasis is placed on reporting and having an even deeper understanding of the clients business needs. environment and keeping you fully informed. So, as well as being committed to ensure that the infrastructure remains robust and secure, they are also responsible for keeping their clients informed about potential opportunities for making improvements. To help maintain that valuable interaction, Comunet Account Managers commit to a series of regular on-site meetings and health checks. Not only does this ensure the contents of reports are relevant but it helps us understand your business better. By experiencing your operations first hand, Account Managers get a more comprehensive overview of your business, your investment priorities and the role IT plays in your continued success. Comunet Account Managers are responsible for overseeing every aspect of a client s support. They understand what is happening within a client s Simple Diagnostic Reporting On-site Account Management Meetings Planned Health Checks Shared Technical Expertise 6

7 Managed IT Services Options Table Comunet offers a comprehensive choice of Managed IT Services from Monitoring and Alerting to a full SLA facility. Customers select from a wide range of options across a variety of preventative and planned maintenance services. All you need to do is simply determine which level of service is right for you. Core Features Managed Services On-site IT management meetings Network diagram review and updates Regular Microsoft Windows patches and updates to servers 1 Router configuration documentation Daily backup checks 24/7 monitoring of nominated devices Client network health review report Alert notification Optional Services Monitoring and Alerts Comunet s Service Desk Infrastructure and Pro-active Maintenance Client Liaison Anti-Virus Status, UPS and Router Monitoring Firewall, WAP, Switch and NIC Monitoring Workstation Monitoring Printer Monitoring Mobile Device Monitoring (MDM) Services Access to Comunet s Local IT Service Desk Authorised Remote Desktop Management Access to Comunet s Ticketing System Access to Monitoring Alerts Dashboard Access to out-of-hours Service Desk 2 Anti-Virus Software Updates Confirmation Initial Data Assessment Periodic Back-up Test Restore UPS Testing On-Site Assistance On-Site Health Checks Dedicated Client Account Manager Strategic Management Meetings Assistance with Product Procurement Annuities and Maintenance Assistance Vendor Liaison 3 Documentation and Reporting Downtime cost impact report Hardware inventory report Notification summary report Remote control usage report Security alert report Software inventory report Traffic usage report Utilisation comparison report Workstation Support Security Support Back-up Support Windows OS updates and patching Anti-virus updates on workstations Routine maintenance Web content filtering IDS/IPS support Vulnerability reports Router maintenance updates Firewall maintenance WAP and switch maintenance On-site backup maintenance DR planning High level backup checks 1. Discretion is used by Comunet engineers to ensure patch and firmware updates do not conflict with ongoing operations and business continuity. 2. This service is covered under Comunet s published terms and conditions. 3. Vendor Liaison is limited to those products under warranty. 7

8 Partners Contact Us Ground Floor 136 Frome Street Adelaide SA 5000 p f BUSINESS PARTNER GOLD GOLD Comunet has provided IT support for DMAW Lawyers since the firm commenced in Since that time they have supported us in all aspects of our IT systems. More recently we have implemented a packaged IT plan which includes 24 hour monitoring of our systems and Service desk support which has been tailored to meet our needs. This service gives us comfort that our systems are being checked regularly and at maximum productivity. Jillian Klieve Manager Administration, DMAW Lawyers.

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