Robust IT infrastructure and support

The robust IT infrastructure you need to grow and scale quickly.

  • Become more agile, secure, service-oriented
  • Deliver unified experiences to end customers
  • Support employees in work from home and hybrid arrangements
  • Receive assistance during off-peak hours
  • 99.99% availability
  • Optimizes cost with scalable support

Shared service infrastructure support team augment your existing team with comprehensive infrastructure management services.

The Benefits of Managed Infrastructure from ThoughtFocus

  • Reduced cost
  • Availability of support during off working hours
  • Improved infrastructure performance
  • Faster turnaround due to extended hours of working
  • Teams can act as backups to each other
  • Noncritical tasks can be done during off-peak hours
  • Freeing the onshore support team for critical and strategic tasks

Managed Infrastructure Services include:

Help Desk Support
  • Responding to queries via chat, email
  • Writing, editing, and revising training manuals
  • Providing technical assistance
  • Diagnosing system errors and other issues
  • Following up with end-users to ensure full resolution of issues
  • Requesting feedback
  • Installing or changing software to fix issues
  • Remotely accessing hardware or software to fix problems
Desktop And Laptop Support
  • Audio-visual support
  • Mobile support
  • Hardware (desktops/laptops, etc.)
  • Phone/telecom support
  • Network support
  • Software support
  • Virtual Desktop Infrastructure (VDI) management
  • Area support (kiosks, computer labs)
Network Operations Center
  • Monitoring routers, switches, firewalls, wireless devices and IP address tracking
  • Firmware Patches and Upgrades
  • VPN and Remote Access Management
  • Bandwidth Management
  • Network Security Management
  • Firewall management
  • Network Capacity and Backup
  • Threat analysis
Security Operations
  • Application monitoring
  • Security incident response
  • Threat intelligence
  • Information risk management
  • Information assurance (IA)
  • Information security compliance management
  • Security governance
  • Alert ranking and management
  • Continuous proactive monitoring
Patch Management and Preventative Maintenance
  • Examine the Vulnerability and identify the missing patches
  • Deploy patches and validate patch installation
  • Generate Status Report on the latest patch updates
  • Mitigate patch exceptions
  • Patch auditing
  • Documenting patch management process
  • Performing hardware/software diagnostics
  • Determine your most critical assets
Warranty snd Asset Inventory Management
  • Warranty expirations and renewals
  • Contract management, claims management
  • Renewal, cancellations, modifications
  • Effectively track and manage asset
  • Asset Lifecycle Management
  • Inventory Management
  • Asset Check-in and Check-out
  • Work Order Management
  • Asset Discovery
Software Licensing Control
  • Maintain a centralized license inventory
  • Report over or underutilization of software licenses
  • Receive alerts about license expiry dates
  • Define and deploy various types of licensing models
  • Track software applications usage and license models
Desktop Software Standardization
  • Standardizing the most current software versions
  • Identifying standardization and management of desktop images
  • Ensuring that staff are using current products as well as current OS and browser versions

Account Management

With a clear escalation process and path, you have the assurance of regular communication based on a proven, and clear communication model. Account management services from ThoughtFocus include:

Reporting
  • Reports on types of software license
  • Report on the health of each application
  • Reports on status and health of IT assets in your environment
  • IT inventory reports on a daily, weekly, monthly, or ad hoc basis
  • Reports on Assets by Expiry Date
  • Warranty reports
  • Reports on assets not in contract
  • Expiry contract reports
Service Levels
  • Define SLA process
  • Measure track and report SLA
  • Sample SLAs
  • Percentage of issues resolved
  • Percentage of end-users waiting less than a given fixed time.
  • Percentage of all queries answered successfully
  • First call resolution
  • MTTR – Mean time to repair
  • Wait and uptime
  • Total number of logged incidents in a period
Onboarding And Offboarding Staff
  • Providing the Access Card, Laptop
  • Create a new email address for the employee
  • Role-based access to certain applications
  • Schedule required training
  • Add email address to the appropriate email list (s)
  • Recover company assets
  • Revoke systems access
  • Remove employee from payroll
  • Redirect calls and emails

Ready to solve your infrastructure challenges?

ThoughtFocus provides a broad and robust range of managed infrastructure services. Let us show you how we proactively help you avoid...

  • Downtime
  • Unplanned IT expense
  • Reduced staff productivity
  • Compliance and regulatory headaches

Talk to ThoughtFocs today about managed IT and infrastructure services specifically tailored to your business.