Our approach to Managed Services

ac3's approach to managed services in based around the ITIL framework.  Central to Managed Service is the Service Desk, which records and manages all interactions between ac3 and clients.  Having a personal relationship with an ac3 staff member may be beneficial at times, but a centralised approach is essential to ensure appropriate workload management, to cover for staff absences, and to ensure that SLAs are met.

Click here for a 2 page brochure on Managed Services.

Incident Management

ac3 can monitor measurable operating systems parameters on a 24x7x365 basis.  If we are provided with an appropriate “hook”, we can also monitor applications.
 
An incident is generated if we detect a parameter outside a defined range.  Alternatively a Client can log an incident with our Service Desk by email or telephone.  We will respond to incidents depending on their severity within an agreed SLA. 

Change Management

 A Change is similar to an Incident, except it is planned.  Our Systems engineers will work with Clients to implement and coordinate planned changes to operating systems.
 
A change request may give rise to a project which is handled outside the Managed Services contract as a Professional Service.

Problem Management

Our response to an incident is to get an operational service up and running as quickly as possible, even if we don't know what caused the incident.  With Problem Management we undertake a thorough forensic examination to determine the root cause of the incident.  If the root cause is outside our direct control, we will provide recommenations on how the matter can be addressed.

Managed Services

  

Capacity Management

Because we are monitoring the infrastructure you are using - whether yours or ours - we know how well it is working. 

We can provide you with periodic reports, with advance indication of when you need to upgrade.

CMDB

We record all assets under our management in our Configuration Management Data Base.  The data base is under the control of a Change and Configuration Manager, and is updated as an outcome of the Change Management Process.