Managed Desktop Support Services

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1 managed enterprise technologies Managed Desktop Support Services

2 MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying about how to keep pace with the rapid development in desktop technology and mobile solutions. In the end, the issues are not resolved and this could lead to compliance or regulations being breached. In addition to this, more time and money would have been spent trying to achieve this which could have been allocated to developing the core business. MET s Managed Desktop Support is a service that offers organisations a comprehensive, cost efficient and secure method for managing their workstations. It enables departments or branches to have their desktop computers centrally managed using defined processes. Multiple tiers of the service provide different levels of flexibility, balancing value and security with appropriate support for a range of situations. MET managed desktop support includes overseeing laptops and other computing devices as well as desktop computers. The services cover the entire life cycle of desktop environments, from deploying the desktops, laptops and software, to running the network and supporting the users. Whether you are a small company or a multi-national operation, MET can tailor the solution to meet your own particular needs. For a single monthly price per seat, you will be free from the issues surrounding managing your desktop environment and keeping pace with technological change, and give your users the service they need. Furthermore, the service gives you a complete peace of mind and allows you to distribute more resources to other important aspects that helps drive the organisation forward. Why MET Outsourcing your end-user support services to MET will enable your business to transfer the operation and management of your desktop environment and processes to our highly qualified and trained technicians, leaving you free to concentrate on your core business and immediate priorities. With over 16years experience in desktop support management, MET uses a proven model to reduce the total cost of ownership of your desktop environment, including both direct and life-cycle support costs. Therefore you will benefit from a cost-effective and flexible solution that will meet your needs. We ensure that each end user has the right tools available to them to increase productivity and satisfaction levels. With MET managing your desktop environment, you will experience robust security for your data and infrastructure, allowing your IT staff to focus solely on delivering the technology solutions to meet company s business objectives. Our knowledge and expertise encompasses managing multi-vendor desktop environments as well as our own end-user computing solutions. This is of high value to our clients as it gives them the peace of mind knowing that with MET managing their desktop environment, they are truly safe in the hands of trained specialist.

3 MET Service Desk Model MET s management model provides you with a centralised service desk to act as the single point of contact for all ICT related matters. The model of the service desk is outlined below. The MET service desk acts as a central hub for the end user providing support of desktops; management of incidents and third parties, as well as analysing all incident data to feed into the ITIL endorsed Problem Management and Change Management functions. Calls logged to the Service Desk are stored in our ITIL compliant Incident logging application. This data allows us to analyse incidents and identify trends. Information is constantly fed back into your business meaning you are always aware of how incidents are progressing. Technical Teams Our technical staff are highly qualified and trained to provide a first class support to your users. They keep up to date with current practices, relevant skills and new software to further increase the quality of the services and support we provide. The Service Desk support team includes: Technical Operations who ensure all operational tasks are completed to maintain the systems (anti-virus checks, security updates, etc.) 3rd Line Support Teams who specialise in the different technology areas providing a much deeper level of knowledge for troubleshooting. Your line of business applications may well be supported by yourselves, or your specialist vendors, MET will manage this process for you. They will be treated as a resolver group in the same manner as the internal MET teams and is dealt with by the 3rd line support team. Security Management teams who dedicates themselves to ensure a robust, safe and protected network whilst making certain that all security compliance and regulations are met. Their process is the foundation for all of the services MET provides. All security controls based on ISO27002 are documented, implemented and tested.

4 On-Site Technician(s) MET offers the option of having an onsite IT technician(s) that are highly trained and qualified to provide quality support and services. This will be a MET employee and will be supported by the service desk team to ensure a premier support service at all times. Working hours and all other aspects will be agreed upon and included as part of the managed desktop support agreement. We will provide cover in the event of sickness and holiday, and take full employer and employee responsibility. Service Level Agreements (SLA) SLAs are a critical component of any managed desktop supporting contract and here at MET; we define a very precise level of service for incident and problem management, and are committed to delivering this. This SLA is applied to all services that interface with Incident Management and Event Management. Request fulfilment by its very nature is varied and can range from simple requests such as a password reset all the way through to a request for a new server to host an application. Therefore, MET maps out a guideline on how we prioritise these requests and the corresponding actions taken. An example of this is a follows (Based on Priority and Impact): Priority 1 Response within 1 Hour, Resolution within 4 Hours Priority 2 Response within 1 Hour, Resolution within 8 Hours Priority 3 Response within 4 Hours, Resolution within 24 Hours Priority 4 Response within 8 Hours, Resolution agreed with customer Initial response is defined as being initial response only to confirm they are in receipt of the call. Resolution is defined as the provision of a fix, workaround or agreed hand off to the organisations appointed 3rd party. Priority 1: Critical problem with significant detrimental business effect Priority 2: Serious problem requiring resolution as a matter of urgency Priority 3: Moderately serious problem requiring fix, where typically the user is able to work-around the problem Priority 4: Minor problem, but still requiring fix or cosmetic problem reported for resolution in due course MET operates in various industries and thus understands the importance and impact of adhering to these SLAs. Taking into account the differences in businesses and industries, MET can formulate a suitable level of service with the organisation for incident and problem management to ensure that it is in line with any regulations or compliance.

5 ITIL Service Design As part of our process to ensure MET provides a first class managed desktop support services whilst being compliant, the ITIL V3 framework is adopted. This sets practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. The framework describes processes, procedures, tasks and checklists that are used for establishing integration with the organization s strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement and measure it support and services. It is used to demonstrate compliance and to measure improvement. MET s ITIL Service design make certain that the five core volumes are outlined and detailed, each of which covers our service management lifecycle stage. The core five volumes are as follows: 1. ITIL Service Strategy: Clarifies the relationships between various services, systems or processes and the business models, strategies or objectives they support. 2. ITIL Service Design: This showcases the appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet the agreed business objectives and requirements 3. ITIL Service Transition: Focus on aligning the new or changed service with the organizational requirements and organizational operations 4. ITIL Service Operation: This answers many of the questions about the service management and the ITIL framework used, specifically the service operation lifecycle phase. 5. ITIL Continual Service Improvement: Details how to continually align and re-align the IT services to the changing business needs by identifying and implementing improvements to the IT services that support business processes. These core volumes of the framework are guidelines to which all IT Services Management must adhere to when providing a managed support services to an organisation. Again, MET takes into account the differences in businesses and industries and thus our Service Design implements elements of the ITIL framework s core volumes that are relevant to the business objectives, needs and requirement of the end user.