Managed IT Services
Managed IT services are aimed at handing over your IT operations to a third-party IT services provider, which takes responsibility to ensure high efficiency and timely improvement of your IT environment and processes within it.
Managed IT services by ScienceSoft backed with 12 years of experience in ITSM span the all-round support for cloud, on-premises and hybrid infrastructures and include consulting and migration services for proactive IT evolution.
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Components of Our Managed IT Services
- 24/7 monitoring to avoid or reduce downtime.
- L2, L3 tech support to troubleshoot incidents and analyze their root causes.
IT infrastructure analysis
Analyzing IT infrastructure state and problems and providing recommendations.
- User administration, regular software configuration and updates.
- Management of network, data centers, and cloud services.
IT infrastructure design
Designing a new IT infrastructure or its components.
Application monitoring, performance management, troubleshooting, enhancement and optimization.
Application integration
Integration of cloud and on-premises apps.
Cloud usage optimization
Optimizing cloud resource consumption to reduce cloud costs.
- Advising on security improvement using the SecOps approach.
- Security testing of IT infrastructure and its components (security audit, compliance testing, vulnerability assessment, penetration testing).
- Stress testing (emulation of DDoS / DoS attacks)
Increased IT services and infrastructure efficiency supported by:
- Network diagrams
- Architecture descriptions
- Configuration management database
- Implementation plan for infrastructure improvements
- Documented operating procedures
Transparent service:
- Regular service reports
- Quarterly maintenance reports (performance, security, capacity, issues, patching, backups)
- Health check reports
- Security audit reports
- Incident reports
CSAT and user adoption rate improvement via:
- Surveys and action points based on the assessment results
- Training materials for users
Compliance with industry standards:
- Regulatory compliance reports
Cost-effective user support with:
- Knowledge base articles
- FAQ
- User guides
Timeframes for Our Managed IT Services
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First response time (help desk email tickets) – 30 min |
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First response time (calls) – 40 sec. in 90% of calls |
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On-site support (ad-hoc) – arriving within 2-4 hours, for high severity issues |
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Urgent change delivery – 8 working hours, for changes that require up to 4 hours to implement |
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Transition phase – 2-6 weeks |
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Service times – adjusted to a customer's business hours: 24/7, 12/7, 12/5, 8/5 |
KPIs of Our Managed IT Services
We believe that quality can be managed only when measured and design a tailored sets of KPIs in SLA, depending on our customers’ priorities. Below are possible KPIs for the сomponents we cover with our managed IT services.
Overall IT infrastructure
- Budget spent.
- Service availability.
- Response time.
- User satisfaction rate.
Cloud (IaaS, PaaS)
- Target budget for cloud services spent.
- Service availability.
- Response time.
- Cloud services changes delivered.
- Cloud services changes waiting in a backlog.
Help desk
- First response time.
- Customer Satisfaction Score (CSAT).
- Resolution rate.
- Abandonment rate for calls
Cybersecurity
- Networks/software/devices monitored.
- Incidents detected.
- Incidents resolved.
- Incident response time.
Application support
- Application availability
- Application change requests implemented.
- Application change requests waiting in backlog.
- Satisfaction of key application stakeholders.
- Application user satisfaction.
Why Choose ScienceSoft
- 32 years in IT services.
- 13 years of experience in ITSM.
- ITIL personnel holding ITSM-related certificates.
- More than 8 years in applying DevOps practices.
- More than 700 IT specialists including Microsoft Certified Professionals, AWS Certified Solutions Architects, AWS Certified SysOps Administrators, AWS Technical Professionals, Red Hat Certified System Administrators.
- Mature quality management system confirmed by the ISO 9001 certification allowing to implement projects fully meeting customers' quality, time, and budget expectations.
- Assured safety of the customers’ data we access during the cooperation proved by ISO 27001 certificate.
Technologies We Work With
Platforms
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Monitoring tools
DevOps
Containerization
Automation
CI/CD tools
Monitoring
Clouds
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Back end programming languages
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Front end programming languages
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Languages
JavaScript frameworks
Mobile
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Databases / data storages
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SQL
NoSQL
Cloud databases, warehouses and storage
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AWS
Azure
Google Cloud Platform
Your Questions about Managed Services Answered
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How do I know if my IT infrastructure costs may be reduced? We analyze the current state of your IT infrastructure to see the potential for its improvement and compare the TCO of your IT infrastructure managed in-house vs. by ScienceSoft. |
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Doesn’t outsourced IT infrastructure management pose a threat to corporate data security? ScienceSoft adheres to strict security policies and applies in-house security management systems ensuring 24/7 security monitoring to prevent unsolicited access and ransomware threats to sensitive data. |
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How can a managed service provider guarantee against premature service termination? Our contracts provide for a substantial transition period so that no potential abrupt termination may occur. As a rule, we deliver managed services to customers for several years, 10+ years in some cases. |
See Our Managed Services Delivered!
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
We provided responsive 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
We 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 seamlessly introduce new system components.
Basic
Get your infrastructure continuously supported and optimized:
- Proactive infrastructure monitoring
- IT infrastructure administration:
- User administration
- Regular software configuration and updates
- Network, data center, cloud service management
- L1, L2, L3 support
- Cloud usage optimization
Extended
Includes the Basic package and assistance with new infrastructure initiatives:
- Analyzing problems in IT infrastructure and providing recommendations
- Designing a new IT infrastructure or its components
- Designing CI/CD pipelines
- Advising on security improvement using the SecOps approach
Extended Plus
Includes the Extended package and modernization of your IT infrastructure:
- Application and data warehouse migration to cloud
- Integration of cloud and on-premises apps
- Infrastructure and app evolution:
- Introduction of minor fixes and major updates
- Customizations and integrations with SaaS products
- App delivery automation
How Much Will It Cost?
We provide customizable packages of managed IT services (a client can choose any components and services) with flexible pricing. The subscription fee for managed IT services is affected by the following factors:
- IT infrastructure type (cloud, on-premises).
- IT infrastructure complexity.
- Scope of infrastructure projects.
- Support package (time coverage, number of issues included).
- SLO (target KPIs).
We will be pleased to provide an estimate for you.
Encounter Any of the IT Issues Below? See How We Cure Them!
ISSUE
High infrastructure-related costs
Turn around
FIXED
Optimal utilization of IT resources and plugging into mature ITSM processes
ISSUE
Low IT department performance
Turn around
FIXED
Process automation and quick incident handling with mature ITSM practices and technologies
ISSUE
Low availability of apps and their frequent failures
Turn around
FIXED
App performance monitoring and proactive optimization of app performance and scalability
ISSUE
Slow and costly digital transformation initiatives
Turn around
FIXED
Structured change management
Efficient CI/CD environments, DevOps practices
ISSUE
Inefficient infrastructure teams
Turn around
FIXED
Result-oriented collaboration without finger-pointing. Adapting to customer’s systems, tools and reporting processes
What Managed IT Services Bring to Our Customers
Opting for a managed services provider who will maintain and proactively improve your IT infrastructure is a reasonable step to get tangible gains sooner. Let the numbers speak: