TekCare — Outsourced IT Services
TekCare: IT Infrastructure Management Outsourcing
Business owners and managers want reliable and cost-effective information systems. The only way to achieve the necessary level of service that can be cost-effectively managed is to proactively plan and manage your IT infrastructure. Synoptek offers a proactive IT management service that provides:
- Superior IT capabilities
- High service levels
- Superior support levels
- Low total cost of ownership (TCO)
Synoptek does this the by leveraging best practice processes, a large person technical team and using technology to automate many of the routine administration tasks. Through these capabilities, Synoptek is able to recommend the best IT infrastructure for your business, manage the infrastructure proactively to maximize service levels and minimize business disruption/risk and solve problems efficiently when they do occur. Typical problems include:
- Many organizations do not have the necessary IT staff to plan, administer and support today's complex multi-technology IT infrastructure
- Most organizations lack the diversified technical expertise necessary to manage the complex technologies in today's typical technical infrastructure
- Service level has become increasingly important, while maintaining or reducing IT cost structure is also critical
The TekCare Solution
Synoptek leverages their enterprise level IT organization to manage your IT infrastructure at a world class level. We assign a senior IT executive to serve as your virtual CTO and provide advisory services on IT infrastructure needs. We assign a senior systems administrator to serve as your virtual systems administrator and actually manage your IT needs. Finally, our fully staffed help desk is able to provide unlimited help desk support for your employees. We leverage technology monitoring and management solutions to automate many of the routine administrative tasks. We do all of this for a fixed monthly fee, which ensures that we have incentive to resolve problems quickly for you. Based on the size of your organization and the complexity of your IT infrastructure we can quickly provide competitive monthly price.
- IT Planning - Virtual CTO:
- Business review and IT plan (1 for every 10 employees)
- IT plan includes:
- Overview of technology trends
- List of key outstanding issues
- List of recommended projects prioritized (including replacement plan)
- Recommended plan for completing projects
- Review of issues and recommendations with management team
- Ad-hoc advisory service on IT issues (selecting new business system)
- IT policy development and communication
- Disaster recovery plan development and maintenance
- Systems Administration - VSA:
- Security policy administration — group and user policy definition, user setup
- Backup management — on-going monitoring, regular validation, failure resolution, restoration testing
- Event log monitoring — review of event log, investigation of critical errors that may effect service or performance
- Patch management — review of upcoming patches, testing of patches and deployment of patches
- Monitoring of servers — key processes, disk-space, memory and CPU utilization
- Availability monitoring
- Antivirus management — manage anti-virus deployment
- Exchange e-mail server monitoring — SMTP session monitoring, database size monitoring
- Management of firewall policies
- Asset management — IT asset inventory and audit
- Adds, moves and changes less than 2 hours
- Help Desk:
- Unlimited help desk support — 1st level, 2nd level, 3rd level
- Service level objectives:
- One hour response during business hours
- Same day problem resolution
- 15 minute, 1 hour and 4 hour escalation policy
- Service management and reporting
Benefits
Most importantly:
- Improved IT capability
- Improved service levels
- Lower cost
- Full management of your IT infrastructure
- Long-term IT planning to meet your future business needs
- On-going proactive management of your IT infrastructure
- Periodic reporting on our performance
- Fixed monthly fee