Managed Services. 24x7 UK Based Service Operations Centre

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1 Managed Services 24x7 UK Based Service Operations Centre

2 Managed Services Intrinsic runs a 24x7 UK Based Service Operations Centre (SOC) from it s head office in Haydock. The SOC is manned around the clock ready to take calls from customers, or respond to automated alerts generated from the management systems. With a fully stocked warehouse, and with a team of field based engineers, the SOC can respond immediately with replacement parts, engineers to site, or can provide expert remote support to restore service as fast as possible. Intrinsic s portfolio of Support and Powered services help customers run their IT infrastructures better. Our Managed Services ensure your infrastructure is in the best hands, enabling you to focus on more value-add projects. We provide a crossplatform service that can span on-premise, hosted, private and public cloud infrastructures.

3 Support Services Support Services are ideal for customers who need a single, or multi-vendor maintenance contract, that they can call on whenever a problem occurs. Intrinsic Support Services provides: 24 x 7 access to our UK manned Service Operations Centre ITIL and ISO accredited Restoration of services approach rather traditional Break-Fix Flexible and tailored SLA & cover options Replacement parts and full units Engineer to site Emergency response support Portal Access Remote diagnostic access Access to Software updates Vendor backed support Pre-sales telephone technical consultancy Disaster Recovery service for equipment (access to Intrinsic spares) Extensive test lab facilities Low call discounts Attractive multi-year contract discounts Ability to add and delete items on a pro-rata basis Single contract with one annual anniversary date RM1058 & G-Cloud listed making it easier for Public Sector customers Extensible contract

4 Powered Services Powered Services provide a fully managed solution to customers that want to know critical parts of their infrastructure are being run by experts who are accountable for SLAs and are fully responsible for running the systems. Intrinsic s 24x7 Powered Service is a comprehensive, pre-emptive service, enabling Intrinsic to take complete operational control of your estate or components of your estate, managing all operational risk, while delivering on committed SLA s and driving continual service improvement. Infrastructure performance trending and system health checks provide additional levels of assurance of infrastructure availability, uptime, performance and reporting in a secure and controlled manner. All aspects of the ITIL service model, including Incident Management, Problem Management, Change Management and Service Management are provided as part of the service for the relevant equipment. Intrinsic Powered Services provides: Fully Managed service 24 x 7 access to our UK manned Service Operations Centre ITIL and ISO accredited Remote Monitoring Telephone Support SLAs Incident Management Problem Management Structured Call Management Effective Escalation Change Management Reporting Patching & Updating Portal Access Service Delivery Manager Ability to add and delete items on a pro-rata basis Single contract with one annual anniversary date Extensible contract

5 Service Options Pack A Service Options Pack has been created to allow customers to choose from a menu of expertise to extend their Support or Powered Service to be exactly what they need. Intrinsic Service Options Pack provides access to: Patch Management To help you keep your systems at the right patch levels Consulting Pool To give you engineering and consulting expertise on demand Health Checks To help confirm that the IT estate is known about and supported with end of life and vulnerabilities highlighted for review Lifecycle Review To help you check that current voice and data systems, or data centre platforms are running optimally IMACD (Installs, Moves, Adds, Changes, Deletions) To help perform those small but complex tasks so the job gets done right first time Monitoring To have key devices on your network watched 24x7 Training vouchers To give you access to a broad range of industry recognised training for your whole team, or company Service Delivery Manager To improve the relationship, personalisation and quality of the contracts you have with Intrinsic VirtualCTO To get insight and vision into market trends and transitions to help you make more informed longer range planning decisions Technical Workshops To provide expertise to work with your teams to plan and design the future infrastructure

6 Portfolio Our Managed Services present choices to our customers. Our Support Service is ideal for customers who need insurance someone to turn to when something goes wrong. Our Powered Services are ideal for customers who want their infrastructure run by experts so they can focus on their own business challenges. Our Service Options Pack is ideal for customers who want to build and customise their own solution to work how they want things to work. We follow a structured process for Service Transition and we believe Service Management is important for both customers and Intrinsic to ensure the service sets out, and continues to be, what the customer needs. Service Management Support Services Powered Services Service Options Pack Service Transition

7 Services and Options The contract types and options are summarised here: Support Service Powered Service Voice Workspace UC CC VDI Networking LAN WiFi Servers Data Centre Storage Virtualisation DC Networking Patch Management Lifecycle Review IMACD Pack Monitoring OPTION INCLUDED Service Options Service Delivery Manager Consulting Pool Healthchecks Training vouchers VirtualCTO Technical Workshops OPTION OPTION

8 Customer Portal We have a dedicated customer portal which can be used on any device so you can check progress, look up important contract information, raise incidents and service requests, and escalate whenever you need to, and much more. From the portal Dashboard you can: Access the Help Desk system Log an Incident Log a Service Request View & Update your requests View recent requests View reports Update your contact details Access our Knowledge Base See listed supported assets Access our Monitoring platform View system activity View reports Chat with an Engineer Access contract and project documents Access a personalised Escalation matrix See urgent Service Alerts See your Intrinsic team Try the Energy Management ROI calculator Access Cisco and Avaya EOS/EOL information Complete a Customer Satisfaction Survey See photographs of our facilities in Haydock Track Twitter feed

9 Service Transition Service Transition is critical to any successful migration of responsibility to Intrinsic. Intrinsic follow an ITIL based Service Transition model to ensure new services are setup correctly ready for ongoing service delivery. Any service take-on requires a structured process to migrate a customer from their current environment to the new Intrinsic environment: Discovery Execution Handover Service Management Service Management is a fundamental feature of any service contract. It is used to ensure customer satisfaction and service delivery excellence. Service Management is owned by the Service Delivery Manager aligned to the customer contracts but the overall service quality is clearly engrained into the way our SOC operates on a daily basis. Service Management is there to: Ensure the Service is being delivered to customer expectations Review service delivery performance and capture service delivery issues Ensure high levels of customer satisfaction are attained & maintained Manage jointly-owned service improvement plans Act as a point of contact and escalation for service delivery queries and incident management Undertake effective supplier management with any 3rd parties involved in the service delivery

10 Service Operations The following diagram provides an overview of the call flow management our Service Operations Centre follows: Service Operations Centre Service Desk Service Delivery Solarwinds Alerts Central Event Management Tier-1 Service Desk (24x7x365) Tier-2/3 Service Desk Service Level Management Meraki Dashboard Server Management Availability/Capacity Management Performance Management Configuration Management Web Administration 1st Call Resolution Incident Triage Call Logging Administration Security Data Centre LAN WAN Infrastructure Desktop Server Storage HVD/VDI Unified Comms Contact Centre Service Improvement Service Review Meeting Patch Management Event Management Phone Service Reporting Performance Reports Service Desk Management Incident Management Problem Management Configuration Management Change Management Release Management Knowledge Base Service Level Manager Supplier Manager National Coverage Engineers and spares

11 To find out more about our Support and Powered Services and how these can be tailored to your exact needs using our Service Options Pack please visit our website at or contact us at

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