Outcome

With Itheon's Managed Service Enablement you have the ability to implement a unique end-to-end service availability and monitoring solution specific to the customer service requirements and SLA obligations.

• Automation of remedial processes or gathering of additional data to enable quicker problem resolution such as OS commands, triggered rules, logging
  
  
• Incident Management to ensure incidents are identified and problem resolutions actioned
  
  
• SLA Compliancy to confirm that SLA's are monitored and achieved
  
  
• Service Reports to deliver SLA reports/graphs including MTTR and MTBF
  
  
• Tiered Delivery to offer simple to complex repeatable solutions that are quick and easy to deploy
  
  
• Service Differentiation to ensure the service provider stands out from the crowd with innovative and successful deliverables

Product Overview

Itheon's IT Management Service solutions are utilised by a number of leading Managed Service suppliers to enable the delivery of a pro-active infrastructure management solution to a diversified customer base. Itheon provides Managed Service Providers with flexible infrastructure management solutions that can be tailored to their customer's wide ranging needs in the shortest possible time. In addition Itheon recognises that no two customer Managed Service contracts are the same and, therefore, provides commercially flexible terms to satisfy varying customer contracts.

Processes

Recent trends have shown that IT departments will increasingly look towards service providers as either an alternative for delivering services in-house, or to provide key elements that complement their own activities. In a few years, many companies will have reduced their in-house IT expertise, and instead will rely more heavily on third parties to provide support for networks, applications and servers.
In order to accomplish this, the service provider requires solutions that encompass:

• Flexibility "pane of glass" view of Business Service state
  
  
• Scalability of business processes to underlying IT infrastructure
  
  
• Repeatability of dependency map enabling immediate ROI
  
  
• Service Efficiency views allowing variation for business executives or IT technical staff
  
  
• Retention conformance graphs including MTTR and MTBF
  
  
• Service Quality area for testing out new configurations