IMS Consultancy

solution

Today, companies have found it hard to arrange their services to match the growing demands of the industry and clients. Expectations do not stop at just quality alone, companies are expected to manage risks, reduce cost and all the time ensure business continuity. At AssistanZ we have the backing to effectively manage operations within the production environment while still meeting security compliances as well.

Our IMS service follows ITIL software delivery management service method. All the work executed only after fully understanding the terms and conditions of the Non-Disclosure Agreement and service level agreement signed. Some of our IMS managed services are:

Supported Technologies

Client OS

Windows 2000, Windows Xp , Windows Vista, Windows 7, Windows 8, Ubuntu, Fedora, Linuxmint, Mandriva, OpenSuse, Pclinux, Gentoo Linux

Server OS

Windows 2003, Windows 2008, Windows 2008 R2, Windows 2012, Windows SBS, CentOS, RHEL, FreeBSD, Ubuntu, Debian

Web Servers

IIS 6.0, IIS 7.0, IIS 7.5, IIS 8, Apache, Tomcat, Ngnix, Lighthttpd

Mail Server

MS Exchange 2003, MS Exchange 2007, MS Exchange 2010, MS Exchange 2013, Sendmail, Postfix, Qmail, Hmail, Mailenable, Zimbra

Database Servers

MS SQL 2005, MS SQL 2008, MS SQL 2012, MySQL, PostgresSQL, MongoDB

Mail Clients

Outlook Express, MS Outlook, Thunderbird, Windows Live Mail Desktop

Office Suite

MS Office, Open Office, Libraoffice and other productivity tools

Virtualization

MS Virtual PC, MS Hyper-V, Xen Server, Oracle Virtualbox, VMware Workstation, XCP

MS SCCM 2012

Microsoft Systems Center 2012, Microsoft System Virtual Machine Manager

App Virtualization

MS APP-V, Xen App

CRM

MS Dynamics 2011, Zurmo, Zoho, SugarCRM, Vtiger

IMS Level Classifications

Level 1 – Incident
Management Team


Response Time – 30 mins
Resolution Time – 4 Hours**
Ticket Receipt confirmation
Initial resolution / response
Coordinate with the IT service desk
Customer interaction Services
Perform Initial Incident Analysis
Basic Troubleshooting Support
Facilitate Issue Tracking Progress
24×7 Monitoring for alerts
Update logged incidents on tracking tools
Route the issues to L2 support
Installation Support
User Management
Patch Management
Disk and Log Management
Space & backup Management
Schedule Job Management
FAQ Support
Solutions from Knowledgebase
Escalation to Level 2
Level 2 – Problem
Management Team


Response Time – 30 mins
Resolution Time – 4 Hours**
Diagnosis and Resolution
Provide Workarounds
Emergency Fixes
Release Management
Update known Error DB
Knowledgebase Updation
Resolve issues escalated from L1 team
Troubleshoot defects
Provide root cause analysis
Communicate with L3 as and when required
Advanced Patch Management
Performance Management
Change Management
Problem Management
Security Management
Detailed issue tracking
Check integration issues
Automation of tasks and Simulation
Escalation to Level 3
Level 3 – Solution
Advisor Team


Response Time – 30 mins
Resolution Time – 4 Hours**
Technical Consultancy
Assist L2 in doing root cause analysis
Impart Knowledge to L2
Implement Disaster Recover Strategies
Defects analysis and resolution
Escalations from Level 2
Advance Performance tuning
Bug Management
Development Escalations
Training and Mentoring
Knowledge Updation
Level 4 – Solution
Architect Team


Response Time – 30 mins
Resolution Time – 4 Hours**
Escalations from Level 3
R&D on latest trends and emerging technologies
Implement & Plan effective IT strategies
Work towards business continuity solutions
Network and Infrastructure Security Analysis
Clustering & Load Balancing implementation