1 Outsourcing and Managed Services: also looking for the right scope?
3 FILE & PRINT DATABASE DATABASE IVE ACKEND At long last, we are interested in services, not in servers There s a philosophy that s making headway: Companies want to devote themselves full time to their core services without having to worry about the technical aspects of their IT environment. These environments are becoming increasingly more complex and have to be updated regularly in order to stay a step ahead of the competition not to mention the fact that the market is not exactly teeming with qualified personnel. Lower capital investments, being able to work with Service Level Agreements (SLAs) that reflect the priorities of general management, etc., are factors that are nowadays driving big and small companies to call on full or partial outsourcing. When they opt for RealDolmen Managed Services, their costs become transparent and foreseeable to boot. CUSTOM SOFTWARE PRIVATE CLOUD HYBRIDE CLOUD REALDOLMEN CLOUD DATACENTER CLOUD SERVICES PUBLIC CLOUD END USER PACKAGES APPLICATION OUTSOURCING MANAGED SERVICES PORTFOLIO INFRASTRUCTURE PROACTIVE BACKEND ERP PLATFORM REACTIVE BACKEND ACTIVE DIRECTORY FILE & PRINT APPLICATION DELIVERY COLLABORATION ACTIVE DIRECTORY APPLICATION DELIVERY COLLABORATION ERP PLATFORM
4 RealDolmen Managed Services 24/7 customised IT support with service guarantee TECHNICAL KNOWHOW AND A FLEXIBLE BUSINESS APPROACH We have carved a strong position in the field of services and outsourcing on the Belgian market with RealDolmen. This has been confirmed on several occasions in independent research studies and publications. In the most recent Whitelane study, which gauges the satisfaction of Belgian and Luxembourgish companies with the quality of their IT outsourcing partners, RealDolmen ranks first for the category of Applications Development & Maintenance and Data Centre Outsourcing, and number 2 in the overall rankings with a score of 83% in customer satisfaction. The CIOs questioned confirmed that RealDolmen is an absolute leader in IT outsourcing. One major winning asset of our services and outsourcing programme is the crucial balance between technical know-how and a flexible business approach. This is undoubtedly in large measure due to our exceptional position on the Belgium market: as a major local player, we can combine the best of two worlds. For one, with more than 10,000 man years of experience in service and sound partnerships with quality suppliers, we can hold our own against anyone when it comes to technical expertise. Secondly, unlike major international players, we can also provide a personal touch and extensive flexibility in terms of cost structure. Finally, RealDolmen is a single-source organisation you can turn to for all your hardware and software needs, and therefore for flawlessly integrated solutions, up to the RealDolmen Cloud. THINKING BUSINESS With the RealDolmen Managed Services portfolio, you can build up a flexible yet structured outsourcing strategy. We adapt our service to your demand: peace of mind and continuity in your IT environment, without having to fret and worry about all the technical details. The key to this innovative approach is that service agreements are based on business functionalities, not on the underlying technology. Instead of concluding separate SLAs for the servers or storage, it is possible for instance to determine that production can support a shorter downtime than the archives. For you, that is the very essence of the matter; all the rest is of secondary importance.
5 QUALITY We use ITIL 1 as the frame of reference for quality. We combine the requisite processes of this standard quality model with our own expertise and experience of long standing. In doing so, we go beyond mere theory to a pragmatic approach and adapt our services in line with the SLAs we have concluded. CLEAR RESPONSIBILITY The Managed Services Team is built round the principle of a first, second and third line of support and provides service based on our tried and tested best practices. Each operational team includes one person who is responsible for the technical aspects of your environment: your preferred engineer. If certain problems cannot be solved from a distance, a member of this team can be dispatched on location. You can also opt to have the preferred engineer pay you regular visits. This approach ensures optimal supervision and manageability of the agreed services. We are constantly at your beck and call to cater to your changing needs. Extensive Managed Services portfolio RealDolmen provides various maintenance and support services for business applications and the underlying infrastructure. They comprise the entire range of operational activities and support tasks that are part and parcel of the daily management of your IT environment, from subcontracting a specific task to outsourcing a complete IT environment. Our proactive approach means that fewer reactive interventions are needed. You decide together with us which services you want us to provide. At RealDolmen Managed Services modularity and flexibility take centre stage. INFRASTRUCTURE Managing systems in an IT infrastructure that is constantly expanding and technology that shows no respite is a daunting task. And yet, control and operational availability are an absolute must. If you would rather not have to deal with complex management tools yourself, you can entrust the management of your IT to RealDolmen. We monitor your environment and prevent and solve problems before you even notice them. We draw a distinction between: End User Management Our Service Desk formula provides end users with a central contact point for a prompt and efficient answer to all your IT questions. This service is available in a shared or dedicated model. In the dedicated model you can choose between an on-site and a remote team. We rely on our Mobile Device Management Packages to take over the entire management of all your devices (PCs, laptops, mobile devices). Proactive Backend Management In these hard economic times, you have other priorities than to renew your IT environment. But if you want to reap the rewards of your investments in the past, you must be sure that you can still get the maximum output from your infrastructure. Is your data centre functioning optimally? Is the firmware on your server still up to date? Have all the necessary patches been installed? To maximise the availability of your environment, we provide Proactive Services for your server, virtual host, storage, network and security environment. Reactive Backend Management Staying abreast of all new developments, let alone gaining real expertise, is no easy task. You will therefore not want to waste valuable time and money solving IT incidents. You are looking for a professional partner who knows the functionalities of your hardware and software through and through and can dispatch experts pursuant to the SLAs concluded to find a solution to your ICT problems. You can count on RealDolmen for support for your hardware, software and applications. Whether your systems run under Windows, Linux, Citrix, Hyper-V, VMware, Exchange, SQL Server, Oracle or SharePoint.NET and Java, RealDolmen boast guaranteed knowledge in over 100 technologies and keeps close track of developments on the market. 1 ITIL is a registered trademark of AXELOS Limited.
6 MANAGED PLATFORM Thanks to the availability of applications and digital data, certain operating processes can be run faster and more efficiently whence the importance of a well-structured data centre. Your data centre plays host to the most vital components of your ICT infrastructure as well as the data applications that your employees need to be productive at all times. Here once again, RealDolmen can provide the necessary platforms for database, web, application and collaboration services. Our Managed Platform Services comprise the necessary proactive tasks and technical management to prevent problems. You can count on support for the following platforms: Managed Active Directory Managed File & Print Services Managed Collaboration Services Managed Database Services Managed Application Delivery CLOUD SERVICES The cloud is gaining currency with a view to cost control, higher efficiency, quality monitoring and business continuity. Certainly now that broadband technology makes it possible to switch over to a model where IT resources can be located anywhere, without the user being aware of it. New technologies make it possible to provide infrastructure, platforms and even applications in a simple and flexible manner. By sharing the infrastructure with other customers you moreover benefit from economies of scale in terms of capacity and costs. At RealDolmen we draw a distinction between the following models: Private Cloud Your own data centre environment, managed in a flexible manner. RealDolmen Cloud Datacenter Centralised hosting of your application and systems in an XaaS environment, whereby RealDolmen provides a unique combination of shared and dedicated hosting. Public Cloud Capacity according to need from the worldwide network for specific applications and services. Hybrid Cloud You will often want to opt for a combination of these models. At RealDolmen, you can always count on the right formula to suit your needs. We examine together with you the switchover from your infrastructure, platform or application to one or another form of cloud.
7 APPLICATION Your business processes are constantly evolving whence the importance of providing the right applications and of adapting or optimising them according to the changing needs of your business. To guarantee optimal use of the applications, corrective, preventive, adaptive and evolutive maintenance is needed in addition to support. This requires specialised knowledge of platforms, the application architecture and above all the functionality of your environment. We draw a distinction between: Custom Software Management and maintenance of your specific customised application. Packages Management and maintenance of your package software. ERP Together, we ensure that your business applications continue to meet your needs to the utmost. YOUR SERVICE When you opt for Managed Services from RealDolmen, you also go for a modular and flexible concept of services and outsourcing that is perfectly in line with your demand, so that you can concentrate on your business without any worries. One of the major advantages of the Managed Services portfolio is that it can contain all RealDolmen products: from storage and LANs to software applications. In a nutshell, you as a customer can count on a pool of no fewer than 260 highly qualified technicians with a wide range of expert skills. At the same time, all contacts go through one contact point: the Management Services team that is assigned to each customer and can be reached at a single telephone number, a single address and on a single Web portal. This team is composed of business-oriented generalists. They speak your language and will relay your concerns to the technical specialists who will see to the rest.
8 A. Vaucampslaan Huizingen T R.E. NV RealDolmen SA, A. Vaucampslaan 42, B-1654 Huizingen EN Twitter Blog Facebook SlideShare Flickr YouTube
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