Full Level Support
Full Management: Run, Operate, Administer, Execute
Engenis IT Service’s Full level service is additive to our Base and Plus levels of support – and designed for organizations looking for a partner to provide comprehensive management and support of their IT infrastructure. With Full support, customers benefit from our deep bench of experts to complement their internal skills to gain more uptime and predictable management costs.
Under Full level service, Engenis will:
Provide ticket resolution on entitled devices for service and change requests
Perform problem management and change management as per the service agreement
Offer expert recommendations for sizing, configuration, and related changes to optimize performance
Facilitate upgrades to major device versions
Base Support Key Benefits
We’re there when you can’t be
Avoid alert fatigue
Stay focused on the business
Minimize security risks
Improve SLA attainment
Be prepared for audits
Complement internal skills
Drive Uptime
Avoid management cost volatility
What Makes Us Different
ENTERPRISE OPERATIONS CENTER
OUR OWN TOOLS
SUPPORT TEMPLATES
GOVERNANCE
• 7×24 multi-discipline team
• Centers of Excellence in region
• Infrastructure Technology expertise
• Entuity Software provides monitoring and visualization into your infrastructure
• Brings together all the aspects of our service delivery in a common digital platform
• Built on 30 years of industry experience
• Designed to optimize infrastructure Uptime
• Configurable to meet customer needs
• Hyper care process
• Ever-boarding
• Regular service review process
What Makes Us Different
ENTERPRISE OPERATIONS CENTER
• 7×24 multi-discipline team
• Centers of Excellence in region
• Infrastructure Technology expertise
OUR OWN TOOLS
• Entuity Software provides monitoring and visualization into your infrastructure
• Brings together all the aspects of our service delivery in a common digital platform
SUPPORT TEMPLATES
• Built on 30 years of industry experience
• Designed to optimize infrastructure Uptime
• Configurable to meet customer needs
GOVERNANCE
• Hyper care process
• Ever-boarding
• Regular service review process
Support Tiers & Benefits
BASE
PLUS
FULL
BASE
NOC – Monitor, Identify, Triage, Escalate
Use Cases
- 24×7 Monitoring
- Performance & Utilization Monitoring
- Availability Monitoring
- Network Path Monitoring
- NetFlow Monitoring
- Network Configuration Monitoring
- Intelligent Incident Discovery & Notification
- Triage & Fault Identification
- Intelligent Escalation
- Ticket Management
- Third Party Incident Coordination
Value
- Benefit from 24/7 eyes on infrastructure (we’re there when you can’t be)
- Reduce alert noise (only notified for actionable events)
- Free time to focus on your strategic initiatives
PLUS
REMEDIATION – Fix and Patch
Use Cases
- Base Use Cases +
- Remediation
- Storage
- Server
- Network
- Third Party
- Patch Management
- Hot Fix
- Minor Version Update
- Security Update
- Network Configuration Backup
- Periodic Service Reviews
Value
- Lessen risks via compliance
- Reduce MTTR (faster fixes)
- Obtain Patch predictability
FULL
FULL MANAGEMENT – Run, Operate, Administer, Execute
Use Cases
- Base and Plus Use Cases +
- Resolution of Tickets on Entitled Devices for
- Service Requests
- Change Requests
- Change Management
- Problem Management
- Performance & Utilization Optimization
- Major Version Upgrades
Value
- Complement internal skills
- Maximize Uptime
- Stabilize budget (lessen impact of inflation, unexpected FTE costs)
