Outsourced IT Support: Competent Incident Resolution, Proactive Improvement
Outsourced IT support services help maintain the smooth operation of an IT infrastructure by responding to incidents, implementing change requests, and providing preventive monitoring.
Outsourced IT support by ScienceSoft is backed with 14-year-mature IT support practices and ensures scalability, cost-efficiency and steady evolution of your on-premises, cloud or hybrid IT infrastructure.
IT Infrastructure Components We Cover
Deliverables of IT Support Outsourcing
Increased efficiency of IT teams and IT infrastructure:
- Comprehensive SOP documentation for all IT support activities.
- Network diagrams.
Cost-effective self-service:
- Knowledge base content.
- FAQ.
- User manuals.
Improvement of customers’ satisfaction and user adoption:
- CSAT improvement plans based on surveys and assessments.
- User training materials
Ensured compliance with industry regulations:
- Reports on regulatory compliance.
Transparent service delivery:
- Regular service reports.
- Quarterly maintenance reports (performance, security, issues, patches, backups).
Why Choose ScienceSoft
|
14 years of experience in help desk and application support. |
|
13-year experience in ITSM. |
|
Microsoft Gold Partner, AWS Select Consulting Partner, IBM Business Partner. |
|
700 + employees on board. |
|
Mature quality management system confirmed by the ISO 9001 certification allowing to implement projects fully meeting customers' quality, time, and budget expectations. |
|
Guaranteed security of the customers’ data we access proved by ISO 27001 certificate. |
Highlights of Outsourced IT Support by ScienceSoft
Optimized infrastructure costs
Before starting support activities we carry out the TCO comparison of IT infrastructure supported in-house vs. by ScienceSoft based on a thorough analysis of the current state of your IT infrastructure.
Stable infrastructure performance
Fast management of incidents: first response to 90% calls in 40 seconds, to email requests within 30 minutes; automated ticket escalation.
Timely introduction of changes
Urgent changes are implemented within 8 working hours, new app functionality is delivered in 1 day – 2 weeks.
Our Hallmark IT Support Projects
Cloud Infrastructure Maintenance and Support for a European SaaS Provider
ScienceSoft’s team kept a complex 300-server infrastructure safe and proactively improved on 8/5 shifts.
Remote IT Support for a US Telecommunications Services Provider
ScienceSoft provided support and maintenance of multiple .NET-based web applications: troubleshooting, bug fixing, urgent introduction of changes upon request.
IT Infrastructure Support for a Private Diversified Business
ScienceSoft provided L2 and L3 support for 28 infrastructure components in compliance with ITIL standards during the Customer’s business hours.
L2, L3 Support of a Marketing Campaign Management Solution
L2 and L3 support for software under ongoing development to keep it stable and promptly introduce new system components.
Choose Your Service Option
Complete IT Support
- Proactive IT infrastructure monitoring.
- IT infrastructure maintenance:
- User administration.
- Workstation management.
- Regular software configuration and updates.
- Network, data center, cloud service management.
- L1, L2, L3 support.
- Cloud usage optimization.
IT Support Team Augmentation
Augment your IT support team with L1 support agents, and L2, L3 administrators and engineers for:
- Support of certain apps and IT processes.
- Long- or short-term filling of resource gaps.