IT Managed Services
Infrastructures, security and user support
IT Managed Services
Infrastructures, security and user support
Support service 24×7 Level 1
Monitoring service to know the IT status and manage incidents that may arise, whether from alerts from the monitoring tool or service requests / user queries.
This level includes all the operators that, through the means enabled for this purpose, try to resolve on-line the queries and incidents reported by the users and/or by the monitoring systems. This level is established as a single point of contact (SPOC: Single Point Of Contact) for any incident, request or query about the IT environment, offering level 1 support.
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- Escalation to operation N1 or N2 depending on the query or reported incident.
- Response based on registered solutions. Knowledge Database.
- Attention to queries and notifications reported by users about incidents in services.
- Registration and monitoring of user notifications in the ticketing tool (own or client).
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- Monitoring of the technological infrastructure (systems, communications, databases, etc.) to ensure correct operation and maximum availability.
- Management of alerts that occur. Attention to predefined warning and critical indicators.
- Registration and monitoring of requests and incidents in the ticketing tool.
- Notification of incidents derived from monitoring.
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- Resolution of first level incidents with defined procedures.
- Escalation to N2 of incidents or requests without associated procedure.
- Support in carrying out periodic administration tasks.
- Documentation maintenance.
- CPD checklist.
- Review of Backups, extraction and rotation of tapes.
Support service 24×7 Level 2
The Level 2 IT service is defined as a multidisciplinary service with technical resolution capacity 24×7. It is made up of engineers specialized in different technologies who work to resolve incidents in client infrastructures.
Incidents will be managed 24×7, 365 days a year (on-site or remote as appropriate).
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- Execution of planned IOPs.
- Maintenance of Level 2 technical documentation.
- Evaluation of the performance and features of the current system to achieve maximum productivity and detect future requirements.
- Periodic review of the documentation related to the service to keep it updated.
- Analysis and verification of the correct definition of thresholds in monitoring alerts to minimize false positives.
- Security: Preventive review of system environments to inform in advance of the need to apply security patches or make upgrades to resolve possible security breaches.
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- Resolution of incidents or user queries not processed at Level 1.
- Generation of procedures for Level 1.
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- Review of Logs and events.
- Server tuning and configuration of new service checks in monitoring.
- Technical documentation and procedures.
- Scheduled reboots and penetration tests.
Support service 24×7 Level 2
The Level 2 IT service is defined as a multidisciplinary service with technical resolution capacity 24×7. It is made up of engineers specialized in different technologies who work to resolve incidents in client infrastructures.
Incidents will be managed 24×7, 365 days a year (on-site or remote as appropriate).
-
- Execution of planned IOPs.
- Maintenance of Level 2 technical documentation.
- Evaluation of the performance and features of the current system to achieve maximum productivity and detect future requirements.
- Periodic review of the documentation related to the service to keep it updated.
- Analysis and verification of the correct definition of thresholds in monitoring alerts to minimize false positives.
- Security: Preventive review of system environments to inform in advance of the need to apply security patches or make upgrades to resolve possible security breaches.
-
- Resolution of incidents or user queries not processed at Level 1.
- Generation of procedures for Level 1.
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- Review of Logs and events.
- Server tuning and configuration of new service checks in monitoring.
- Technical documentation and procedures.
- Scheduled reboots and penetration tests.
Support service Level 3
The Level 3 Service is configured as a center of technological excellence so that Level 2 technicians can escalate their queries, incidents or requests. It is made up of a group of Senior Consultants who work from a proactive vision of service.
NexTReT contemplates that this Service is dedicated to the continuous improvement of processes and tools.
Helpdesk and Microinformatics support services
The Helpdesk service centrally manages all the support for the client’s personnel in relation to the workplace environment (Microcomputing) and their office applications (Operating system, Microsoft 365, Printers, …), which will be derived/escalated through the SPOC of the level 1 support service.
24×7 Operation Outsourcing
NexTReT has specialized in outsourcing dedicated 24×7 operation teams for clients, so that they can focus on their business and more value-added tasks. 24×7 Operations require knowledge and control of equipment, shifts, tasks and schedules, personnel selection, for which it is necessary to have prior experience.
With this, the client manages to focus on their activity, forget about the day-to-day operations, improve the quality of the service they provide and focus on improving and reducing risks.
Service infrustructure
NexTReT will make knowledge management tools available to the service, as well as tools that allow the objective evaluation of the status and level of service offered.
These tools are:
ITRS OP5 Monitor
Central monitoring tool, based on the Nagios engine. The Servicedesk team constantly monitors the OP5 console
Freshservice
A ticketing tool in which all incidents, requests or changes that occur within the framework of the service will be recorded. SLA’s are generated from this tool.
Sharepoint
All the documentary management associated with the service will be collected, as well as the reports and minutes of meetings, facilitating the management of procedures and the management of knowledge between the different parties involved.
Team Pass
Secure management of access passwords to client systems.
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Success story
CPD Service: Private Cloud Service with 24×7 exploitation
Barcelona de Serveis Municipals, thanks to the comprehensive solution proposed by NexTReT, has a private cloud infrastructure hosted on our CPD (ENS High Level). We work with IT market standards, with the maximum guarantees of security, scalability and availability.
