IT Infrastructure Operations

24/7 Global IT infrastructure management and support – ensuring availability and continuity of your mission critical systems

We provide a single point of contact for ITIL-based best practice, service delivery and service level management and reporting, plus access to global 24/7/365 response support enabling you to meet the ever-changing demands of your business.

Businesses today are supported by an increasingly diverse mix of IT delivery models – from on-premises’ infrastructures and outsourced services, to private and public cloud services. While much has changed in recent years, one thing has not: the requirement for high performance and availability to maximise business productivity, revenues and success.

Proactive support services are crucial to ensure that infrastructure supporting business applications is maintained and protected for operations such as provisioning, patching, backup & restore, and DR.

The Solution

At Bell, we provide high quality, cost-effective Infrastructure Operations’ support 24/7/365. You’ll have out of hours support via the Bell Service Desk and a single point of contact for ITIL-based best practice. We provide seamless management and triage of 3rd party vendors and suppliers, as well as pro-active monitoring of key applications, platforms and infrastructure.

You’ll have access to multi-sited Service Support Centres with highly trained staff, as well as round the clock response support to predict and pre-emptively resolve problems quickly and cost-effectively.

Step 1: Assessment Service – The assessment service will determine any opportunities for greater service efficiency and cost reduction and includes:

• Review of current infrastructure and operating system environment.
• Review of current incident and problem logs to determine any underlying infrastructure issues.
• Review of opportunities to migrate current Legacy Environment services to a new environment.
• Review of service or infrastructure consolidation / retirement opportunities.
• Creation of report document outlining findings.

Step 2: Service Sizing – We will then carry out a service sizing to clearly define the scope of services and required SLAs, and will track the service metrics on a monthly basis to identify resource requirements, and scale team sizes up or down, to meet the requisite SLAs and KPIs.

Step 3: Service Introduction – Bell will transition the service into live status, and contractually deliver services to the agreed Service Level Agreements. These services include:

Wintel Support & Maintenance

• Wintel operating system support services.
• Testing and deployment of Wintel operating system patches using WSUS.
• Active Directory support & administration.
• Email and messaging platform support & administration to include.
• Wintel based security system management.
• File Server administration, support and configuration.

UNIX Server Management

• UNIX server operating system support.
• Testing & deployment of UNIX system patches using automated tools.
• Backup software support.

Proprietary Server Management

• Proprietary operating system support including Solaris, and AIX.
• Testing & deployment of system patches using automated tools.
• Backup software support.

Database Support Services

• Database support services – technologies.
  • covered include MySQL, SQL Server, DB2 and Oracle.
• Proactive database maintenance.
• Database engine patch testing and deployment.
• Database monitoring and fault diagnostics.
• Database administration.