Managed IT Services for Stable and Reliably Evolving IT Environment

Managed IT services - ScienceSoft

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.

IT Stability without Excessive Spending? Possible!

ScienceSoft’s professionals provide proactive IT infrastructure monitoring, regular software configuration and updates, resource usage optimization, user support and overall improvement of your IT infrastructure and its components.

IT infrastructure components

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.

Setting up CI/CD pipelines, development and testing environments.

Application monitoring, performance management, troubleshooting, enhancement and optimization.

Application integration

Integration of cloud and on-premises apps.

Application and data warehouse migration to AWS or Azure cloud.

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)

L1, L2 and L3 tech support.

Increased IT services and infrastructure efficiency supported by:

  • Network diagrams
  • Architecture descriptions
  • Configuration management database
  • Implementation plan for infrastructure improvements
  • Documented operating procedures

Show SOPs 

Types of SOPs we deliver:

  • Change management
  • Incident management
  • Ticket resolution
  • Knowledge management
  • Risk management
  • Asset management
  • CI/CD processes
  • Reporting process

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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

REQUEST MANAGED IT SERVICES

Timeframes for Our Managed IT Services

First response time (help desk email tickets) – 30 min

First response time (calls)  – 40 sec. in 90% of calls

On-site support (ad-hoc) – arriving within 2-4 hours, for high severity issues

Urgent change delivery – 8 working hours, for changes that require up to 4 hours to implement

Transition phase – 2-6 weeks

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

Click on the platform to learn about our capabilities in it.

Monitoring tools

Zabbix
Nagios Core
Prometheus
Elastic Stack
Grafana
Datadog

DevOps

Docker
Kubernetes
Red Hat OpenShift
Apache Mesos
Nomad
Ansible
Puppet
Chef
Saltstack
HashiCorp Terraform
HashiCorp Packer
AWS Developer Tools
Azure DevOps
Google Developer Tools
GitLab CI/CD
Jenkins
TeamCity
Elasticsearch
Prometheus
Datadog

Clouds

Click on the technology to learn about our capabilities in it.

Back end

Click on the technology to learn about our capabilities in it.

Front end

Click on the technology to learn about our capabilities in it.

Mobile

Click on the technology to learn about our capabilities in it.

Databases / data storages

SQL

Microsoft SQL Server
MySQL
Oracle
PostgreSQL

NoSQL

Apache NiFi
MongoDB

Cloud databases (DBaaS)

Click on the technology to learn about our capabilities in it.

AWS

Amazon S3
Amazon DocumentDB
Amazon Relational Database Service
Amazon ElastiCache

Azure

Azure Data Lake
Azure Blob Storage
Azure SQL Database

Google Cloud Platform

Google Cloud SQL
Google Cloud Datastore

Your Questions about Managed Services Answered

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.

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.

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

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

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

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, 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.

Get a quote

Encounter Any of the IT Issues Below? See How We Cure Them!

ISSUE

High infrastructure-related costs

FIXED

Optimal utilization of IT resources and plugging into mature ITSM processes

ISSUE

Low IT department performance

FIXED

Process automation and quick incident handling with mature ITSM practices and technologies

ISSUE

Low availability of apps and their frequent failures

FIXED

App performance monitoring and proactive optimization of app performance and scalability

ISSUE

Slow and costly digital transformation initiatives

FIXED

Structured change management

Efficient CI/CD environments, DevOps practices

ISSUE

Inefficient infrastructure teams

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:

  • -50%

    infrastructure support costs

  • -20%

    cloud costs

  • Up to 99.99%

    availability of apps

  • Send Us Your Request for Proposal

    ScienceSoft’s professionals are ready to analyze your IT needs to provide you with a tailored managed IT services offer.