NEXT GENERATION INFRASTRUCTURE

MANAGED SERVICES

Definition

Managed Services are services that are taken over, delivered and controlled by an external provider called a Managed Service Provider (or MSP). TT Tecnosistemi (hereinafter TT) offers a complete portfolio of Managed Services (hereinafter only "TTMS") for the monitoring and management of IT services, infrastructures and assets. TTMS are independent of the sourcing model adopted by the Customer and allow cost reduction, resource efficiency and focus on the priorities of a constantly evolving business. The philosophy of TTMS is based on professionalism, standardized processes and best-of-breed technologies in order to provide the customer with services characterized by efficiency, flexibility and innovation. The TTMS structure is responsible for:

Identify the most suitable IT service management model;
To provide advice on the evaluation of more innovative technological and organisational solutions;
To optimize the use of IT resources in an effective and efficient way.

The supplier, that is the MSP, has the task of preventing any kind of problem which may occur in relation to the service under management: this is ensured by constantly monitoring the infrastructure of the customers. Generally a MSP offers a managed service in well defined ways. Generally the services offered are:

Proactive IT management and maintenance
Unlimited telephone support and remote intervention
Supplier management
Fixed rate contract

Benefits

1. Clarity

When choosing a MSP, it is good to have clear what the SLAs, the Service Level Agreements, are guaranteed by the MPS.
SLAs are defined and measured according to ITIL best practices that trace the guidelines of KPIs, the Key Performance Indicators, the performance indicators through which measure the quality and efficiency of services provided.

2. Integration

All service components must be well integrated. The service desk operator must be well trained to handle customer reporting not only from a technical point of view, but also from a human point of view. The interaction between call center operators and technical department must be smooth and barrier-free. Technicians must have the latest technology to ensure maximum efficiency of service.

3. Scalability

The MSP must be able to deliver Managed IT Services according to the company’s needs. Solutions must therefore be easily scalable to follow the growth and evolution of the customer while maintaining agreed standards and pre-set monitoring indicators. Depending on the duration of the contract and the number of services provided, it is good practice to have access to an agreed discount.

4. Uniformity

In order for the customer to make an immediate comparison on service efficiency, it is a good practice that the KPI and SLA indicators are the same for all services. This means that homogeneous indicators can be compared in order to assess the effectiveness of the service correctly.

5. ITIL compliance

The ITIL standard (IT infrastructure library), represents the best practice in IT Service Management and provides guidelines for managing ICT Managed Services with the aim of improving alignment between IT and Business and maximizing the value that IT can provide to the Business. For a MSP, it is an essential requirement to provide services in accordance with the ITIL standard as a guarantee for the customer.

Numbers TT Tecnosistemi 2023:

Managed Devices: +30.000
Managed Tickets: +50.000
Active contracts: +300
% Customer Satisfaction: 98%

ORGANIZATIONAL MODEL

ITIL® V4

The reference methodology for TTMS delivery is the ITIL® V4 Process Framework. The use of this model allows to establish a Supplier/Customer relationship based on shared and universally recognized standards. At the same time, the Client benefits from the benefit of adopting established standards, without having to bear all the costs of implementation and change.

Organizational model

The TTMS Business Unit is composed of a team characterized by experience and a high level of competence, with over 300 technical certifications in continuous updating. The governance is in charge of ITOC (IT Operation Center), which through the methodological approach based on the ITIL® V4 Process Framework, coordinates all resources entrusted with the operational execution of the service and its activities. The primary objective of ITOC is to ensure efficiency, quality and availability of the Client’s IT infrastructures in compliance with agreed service levels. The organisational model is based on SPOC and control system, and the service organisation consists of:

Proactive Monitoring
Help Desk Tecnologico SPOC
Help Desk Specialistic
Proximity staff: dedicated to operational activities at customer sites and/or data centers.
Coordination and Management of Third Parties

PERIMETER

Perimeter

All the features described above can be found in TT Tecnosistemi Managed Services. The latter are offered at different levels of supply: from the BASE level which includes proactive monitoring, to the MANAGED level which, in addition to proactive monitoring (also offers a first-level SPOC Technological service and a second-level specialist help desk) up to the FULL MANAGED level which also includes Routine Operations, Service Management and Change Management. For the MANAGED and FULL MANAGED levels, there are also the options Hardware Break Fix, On Site Software Support and Compliance Management.

	BASE	MANAGED	FULL MANAGED

Proactive Monitoring (Event Management)	√	√	√

SPoC - Help Desk Tecnological (1° Livel)	-	√	√

Help Desk Specialistic (2° Livel)	-	√	√

Routine Operations	-	-	√

Change Management	-	-	√

Service Management	-	-	√

Compliance Management (Option)	-	-	o

Hardware Break Fix (Option)	-	o	o

On Site Software Support (Option)	-	o	o

The scope of managed services covers:

Working hours

SERVICE MANAGER

The service involves the assignment of a Service Manager following the Transition Period whose main tasks are:

Provide the Customer with periodic reports related to the service KPIs;
Plan periodic SAL (quarterly, semi-annual, etc...) to analyze the state of service;
Support the Client in solving complex problems;
Contact the Customer in case of planned or emergency maintenance;
Support the Customer in requests for variation of services that have an economic impact
Support the Customer in the implementation of new services.

The Service Manager is responsible for drawing up and sharing the minutes at the end of each meeting with the Client.