READ THE OVERVIEW...
In today’s fast-paced digital landscape, businesses are under increasing pressure to maintain secure, efficient, and scalable IT infrastructures, and that’s just business as usual!
IT Managed Services have emerged as a strategic solution, offering companies the ability to outsource the management and support of their IT systems to expert providers.
Read more and download our Managed Services overview. Wondering if Managed Services is a good fit for you? Take the survey...
THE CORE MANAGED SERVICE
| SERVICE | PREMIUM | STANDARD | SERVICE ADD-ONS |
|---|---|---|---|
| Service Delivery Manager | ✔️ | ✔️ | |
| Automatic Ticket Generation in Simplify IT ITSM Toolset 1 | ✔️ | ✔️ | |
| Up / Down Monitoring | ✔️ | ✔️ | |
| Incident Management | ✔️ | ✔️ | |
| Change Management | 36 Per Annum | 12 Per Annum | |
| Vulnerability Hotfix Patching | ✔️ | ✔️ | |
| Web Protection service | ✔️ | ||
| Email Protection service | ✔️ |
SERVICE DELIVERY MANAGER
Core to the managed services offering is a dedicated service delivery manager. They are responsible for overseeing the delivery and ongoing support of services and ensuring that each service is delivered on time and is sucessful throughout the duration of the contract. The service delivery manager can be leaned on for all customer queries and are the first point of call for escalation should issues arise.
Tickets will be automatically logged into Simplify IT’s ITSM toolset, customers are then granted portal access to review logged tickets and if required log manual tickets for specific issues or requests.
UP / DOWN MONITORING
All systems under a managed contract will be monitored and will automatically generate tickets on failure or disconnect.
INCIDENT MANAGEMENT
Service down or configuration issues which are causing disruption to the service under contract are deemed “incident”. Issues that relate to interdependent services, i.e., LDAP config issues being caused by invalid certificates issued within Active Directory, or changes to the base configuration, i.e., enablement of additional feature sets following the completed installation of the service, are not covered under contract and will require consumption of an umbrella, pre-paid consultancy services contract.
Ask your Simplify Technology Group Account Manager about this if it’s something you feel you may need.
CHANGE MANAGEMENT
Managed service customers will have access to a customer portal to generate tickets for scheduled changes. Additions or modifications are capped at a set change rate per annum depending on the contract type. Additional changes beyond this cap are covered under pre-purchased umbrella or consultancy services contracts.
- Standard = 12 changes per annum
- Premium = 36 changes per annum
Exemptions to the cap include necessary follow-on activities within the core service.
- Simplify IT managed projects which require changes as part of the installation. These activities are logged under the project contract and are therefore exempt from change quotas.
VULNERABILITY HOTFIX PATCHING
Patching of known exploits and vulnerabilities are included. Simplify IT will proactively monitor for exploits relating to the systems under cover and will notify customers of any publicly known exploits that relate to systems under contract. A ticket will be generated for these activities for auditing purposes, service delivery managers will reach out to schedule the upgrade in-line with customer control processes.
SERVICE ADD-ONS
WEB PROTECTION SERVICE
Provides web filtering protection based on words, patterns, URI and URL categorisation. Matching can be allowed, blocked with logging. Events can be viewed using a read-only account provided to the customer. Tickets will not be generated within Simplify IT’s ITSM toolset for any content filtering events.
A base set of policies will be crafted on installation to meet your requirements. Only changes to existing content filtering policies are exempt from the policy management cap, requests for additional policies are not covered under contract and will require consumption of an umbrella or pre-paid consultancy contract.
Web Filtering is achieved within the corporate network behind the managed firewall and when roaming using a client software package. Installation of the client software across endpoints is not covered as part of the service, Simplify IT will provide customer IT staff with a deployment manual and will assist in the initial deployment of a single test endpoint. Simplify IT will assist in deployment issues on a case-by-case basis.
Simplify IT does not support end users local operating systems beyond diagnosing failed installations or issues that directly relate to the operation of the content filter client.
EMAIL PROTECTION SERVICE
Provides an additional layer of protection for email protocols SMTP/S, POP3/S, IMAP/S. The service decrypts and scans packets for known bad actors based on IP address, email address, embedded URL’s and checksums. Messages can either be discarded or the subject lines modified to be marked as spam. This service is considered complimentary to any existing customer cloud-based message filtering services.
Events can be viewed using a read-only account provided to the customer. Tickets will not be raised within Simplify IT’s ITSM toolset for Anti-spam events.
SO MUCH MORE BEYOND THE CORE...
MANAGED FIREWALL
As a managed security service provider (MSSP) we can monitor your network on an ongoing basis, providing regular feedback, reports and analysis regarding the safety and status of it.
SERVER / STORAGE
As infrastructure experts, we can fully manage your storage and server estate for you, including 24/7 monitoring, incident resolution, diagnosis, backup, patching, security and more besides.
MANAGED ENDPOINT
All devices on your networks are threat vectors that need to be properly configured, patched and monitored. If this is a task that you'd prefer to outsource, this service is for you.
MANAGED NETWORK
From design, deployment and audit to full management, monitoring and maintenance. Let us look after your network so your staff can concentrate on your core business tasks.
BUSINESS CONTINUITY
Encompassing everything from identifying vulnerabilities to implementing recovery plans, all aimed at safeguarding an your operations, reputation, and interests.
PRIVATE CLOUD
Benefit from the balance and all the control and security of a private cloud while outsourcing the complexities of cloud management to the experts with Managed Private Cloud.
WHAT CORNEY & BARROW SAID:
“Simplify IT provide excellent support services to Corney & Barrow, highly experienced technical staff, managing hardware roll out projects with minimum impact to the business, upgrades to existing technology, always available to provide support, sometimes out of normal business hours.
They act as part of the C&B IT team”
Head of IT - Corney & Barrow
ASK ABOUT MANAGED SERVICES FROM SIMPLIFY IT
If you need Managed Services - including our core service and / or with any number of bolt-on services like Managed Firewall, Monitoring and Alerting, NetApp storage and more, get in touch today for a chat.
Just pop some details into the form opposite, give us a call, or drop us an email.
Phone: 0345 1243 441
Email: sales@simplifyit.co.uk
