Equipped with 11 years of experience in ITSM and the expertise in DevOps implementation, ScienceSoft offers to take over the support and management of your diverse IT services.
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You may need our managed IT support services in the following situations:
We handle all daily management and long-term evolution of the entire IT infrastructure or its part and ensure the continuous support of:
Our services are designed to meet the customer’s needs of different complexity. We combine mature IT service management and reasonable agility on all the stages of the managed IT support services we deliver to ensure high service quality. We proactively improve service reliability and functionality and scale up our IT support services to meet the needs of your growing business.
ScienceSoft’s managed IT support services include:
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IT infrastructure consultingWe define IT issues you are concerned about and the business objectives you want to achieve. We analyze the current state of your IT infrastructure, i.e., its applications, enterprise systems, cloud solutions, servers, etc. We determine the relevant technologies you may need to adopt to achieve the set business goals. Applying our ITSM experience, we help you achieve competitive advantage and viability with a full cycle of IT support services we offer – from designing your IT infrastructure to building, migrating and optimizing your workloads. |
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IT environment administrationWe manage and maintain the operability of your data systems, network components, and applications. ScienceSoft’s IT infrastructure administrators ensure:
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Help desk supportWe assist you in managing both your internal applications and software you offer to your clients. We handle software issues varying in complexity – from password resetting to the code-level investigation of issues. With 3 IT help desk support levels we provide, you don’t need to arrange an in-house support team but still can be sure that your applications are managed properly and concerns of your users are timely addressed. |
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IT infrastructure monitoringTo predict and promptly detect issues related to the performance of your IT environment and its components, we configure and use appropriate monitoring tools (e.g., Zabbix, Nagios). Our IT administrators can constantly monitor all components of your on-premises or cloud-based environments, including servers, applications, data storage, virtual machines, and provide you with regular reporting on your IT infrastructure performance and resource utilization. To achieve higher IT operations efficiency, we integrate IT infrastructure monitoring tools with ITSM tools. As a result, we get the increased visibility into the IT environment, reduced service restoration time and an automated ticketing process. |
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IT issues troubleshootingWe address the issues related to the operability of your servers and end-user devices following the next steps. 1. Designing a contingency plan to address major incidents, analyzing business impact and defining preventive measures. 2. Ensuring plan execution to avoid recurring critical incidents. 3. Resolving incidents resulting from server misconfigurations, the insufficient protection of endpoint devices, etc. 4. Finding and resolving the root causes of the incidents with a thorough log investigation. |
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IT infrastructure evolutionScienceSoft pays due attention to the support of the growth and evolution of your IT infrastructure. Our team is eager to:
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ScienceSoft is ready to contribute to your business sustainability by delivering the following benefits:
We tailor our IT support services depending on the level of involvement you expect from us:
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Complete managed IT supportIn terms of complete managed IT support, our team takes the whole responsibility for keeping your IT infrastructure reliable, maintaining your network performance, managing your virtualized environments, and ensuring a high level of your IT infrastructure cybersecurity with the efforts of our expert information security team. |
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Co-managed IT supportIf you opt for a co-managed cooperation model, we efficiently align our efforts with your internal IT infrastructure department or, for example, third-party cloud or security specialists and are ready to constantly cooperate with them in adjusting SLOs, improving risk management processes, administering and maintaining software and hardware operability. We also offer you our expertise and assistance in analyzing user satisfaction, conducting regular security checks and threat assessments, if agreed in an SLA, and preparing regular detailed reports on our IT support activities. |
Taking into account a cooperation model you decide on, ScienceSoft provides their services according to the following stages:
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Stage 1. Responsibility transfer
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Stage 2. Service delivery
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Stage 3. ImprovementsOur IT infrastructure experts provide their innovative ideas and proposals on possible process improvements and IT infrastructure enhancements and further help with their implementation if needed. |
Following a result-oriented approach to collaboration, we build strong and open communication with our customers and third-party vendors avoiding conflict situations and finger-pointing. We work together with your IT department or with the teams of your other vendors to satisfy your IT needs and quickly solve any occurring problem while staying within budget and technical limitations. Thus, we minimize management and administration efforts on your side.
Below, you can see how an effective multi-tiered approach to collaboration may look (we can adjust it according to your specific requirements and wishes):
Due to the maturity of our IT support and project management processes, we self-manage the quality of our services. Nevertheless, you can easily control the service deliverables with a detailed KPI system.
Here is how a KPI system may look (it can be modified according to your specific situation):
Costs:
Services reliability:
IT infrastructure security:
Changes (by business value and priority):
User satisfaction:
ITSM platforms:
Cloud:
Relational databases:
Big data and NoSQL data management:
Big data processing:
ScienceSoft successfully introduced the DevOps approach and implemented CI/CD pipeline to manage the IT infrastructure of a US multi-industry enterprise with a core business in retail.
ScienceSoft has provided complete IT infrastructure support services for a European private diversified business.
ScienceSoft’s team of Microsoft certified specialists embarked on a long-term SharePoint farm maintenance and support project for a UK local authority.