IT SUPPORT

Infrastructure Management

Proactive, Preventative, Support

 

How can we help? 

    OUR SERVICES & SOLUTIONS

    Our Service in Summary

    PRO-ACTIVE TECHNOLOGY MONITORING
    Our Infrastructure Monitoring and Management team will pro-actively work in the background monitoring your entire infrastructure estate, ensuring we are able to react to any alerts and provide a proactive response to systems before there is an impact on your business.

    Our team will monitor the capacity of components and services within the infrastructure on a daily basis to ensure the highest level of performance within the provided infrastructure.

    UKN Group utilises an industry-leading network-monitoring tool, which is used by over 150,000 network administrators worldwide. This vendor partners with such industry leaders as Microsoft, VMware and Cisco and allows our Infrastructure Management Team to monitor 24/7/265 the capacity of components and service within the network infrastructure to ensure the highest levels of performance with in the provided infrastructure.

    We utilise this software to proactively manage and monitor hardware, operating systems, applications and services in our client’s environments. This will encompass capacity, performance, availability and event management in line with our Event Management policy.

    UKN Group will configure our monitoring system to monitor all relevant equipment and configure various sensors per device. Examples would be CPU Usage, Memory Usage, Ping Up/Down, Services and available disk space. Sensor thresholds are reviewed on a regular basis to ensure consistency and they are at the correct levels.

    OUR SERVICES AND SOLUTIONS

    How our Infrastructure Management services work?

    We have outlined below how our service is delivered:
    1

    Issue identified either by a user or via monitoring alert received to the Network Operating Centre – (NOC)

    2

    A ticket will be logged and an 2nd line analyst will investigate the alert or problem and if possible resolve the issue on first contact

    3

    If the 2nd line analyst cannot resolve the issue, they will escalate to an in-house UKN Group 3rd line engineer, back to our clients in house technical team or 3rd party resolver group via pre agreed decision trees and escalation routes 

    4

    We will monitor and communicate regular progress updates, in addition, live updates are available via the client portal 24x7 

    5

    Post incident Root Cause Analysis (RCA) is performed and documented

    6

    A post major incident review is performed and documented if applicable

    OUR SERVICES AND SOLUTIONS

    Our Key Infrastructure Services

    Monitoring

    Example areas within our monitoring service could include – All Network Infrastructure, Cloud and Physical infrastructure, Antivirus, Key Applications

    Management

    Example areas within our Management service could include - The management of any infrastructure that we monitor, Patching, Revision of Sensors and Trap Setup, Incident Management, Warranty and Vendor Management, Break Fix

    Change

    Example areas within our Change service include  - Standard, Normal and Emergency Changes and includes roll back plans and post implementation reviews. Full Change Advisory Board review and approval process. A dedicated Change Manager. Full ITIL alignment and policy 

    Full Service Desk Integration

    To complement our Monitoring services, all Incoming support requests for infrastructure and network issues will be centrally managed via our UK based, highly certified Service Desk. Which works along side our Network Operations Centre (NOC), supporting both Clients in the UK and globally, 24*7*365

    Remote and On Site Support

    Incidents will be managed 24x7x365 via our remote, UK based service desk and Network Operations Team. Following investigation by our 3rd line team, if resolution is not possible or parts are required, we can also provide on site support. Our on site support team works closely with vendor/manufacturer support and our break fix and warranty partners 

    Market Leading Process and Tools

    All technical teams are bound by our strong process and procedure maturity which we have continually developed over 20 years, and by our market leading accreditations such as SDI 4*, ITIL, Prince and our Vendor/technology accreditations.

    All services are underpinned by the use of world class ITSM and Monitoring tools to ensure complete management and reporting.

    We also routinely work with technology 3rd parties / vendors where product or hardware specific technical expertise is required

    Break Fix and Warranty Management

    To complement our service lines we offer dedicated warranty management and break fix contracts.

     

    Ensuring parts a readily available for all key elements of infrastructure, particularly any aged or older equipment, is not only best practice, but also ensures that any downtime in the event of a parts failure is significantly reduced / kept to a minimum. 


    We would audit all relevant hardware upon contract commencement to ensure an accurate picture, and any potential risks are understood and known, so any required hardware is available and in stock on hot standby, this minimises any impact to your business, as parts are ready and available at a much shorter time period as opposed to ordering parts and waiting for the stock to arrive.

    OUR SERVICES AND SOLUTIONS

    Why our clients choose us

    Highly Accredited

    The comfort that you are working with a highly accredited organisation that holds both the Service Desk Institute 4* accreditation (one of only x2 companies in the UK and 1 of only 5 globally to have attained this level of excellence) coupled with ITIL and ISO best practice standards

    24x7x365 Support

    Allows us to provide a front line service while your teams focus on core, value adding activity.

    Over 20 Years Experience

    UKN Group has more than 20 years of service improvement experience.

    Reference Backed

    We encourage talking to our clients or looking at our live client feedback.

    UK & Worldwide Coverage

    We have clients in the UK, Europe, USA, Africa, Australia, China and Japan.

    IT Services Simply Delivered.

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    ACCREDITATIONS

    Our Accreditations

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    Our Partners

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