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Managed IT Services

Why Use Managed IT Services?

Managed IT services is the next logical step for any enterprise that relies on IT tools like ServiceNow, Microsoft Azure, etc. Some key benefits of using managed IT services include:

Cost Savings

Managed IT services can help you reduce your overall IT spend and cost of ownership by focusing on proactive IT management over unpredictable break-fix strategies. This reduces productivity loss and other impacts of waiting until your infrastructure breaks to employ a hotfix. If you’ve got a CIO interested in reducing technical debt, outsourcing your managed services is the smartest alternative.

Access to Expert IT Resources

Building a large, qualified team of internal IT staff to handle all of an enterprise’s needs is expensive and difficult. Using managed IT services ensures access to a complete team of IT experts.

Easing Your Enterprise IT Burden

Another benefit of having access to a team of IT experts from your managed IT services partner is that it frees up your own internal IT support department so they can focus on tasks that drive your core business.

Enhancing Your IT Compliance

Managed services for IT can help enterprises rapidly meet key governance and compliance requirements by handling critical security updates and other maintenance tasks.

The ProV Model for Managed IT Services

ProV provides flexible solutions for addressing the IT needs of enterprises. The two primary offerings from ProV for managed IT services are:

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Client Dedicated Solution:

This offering can be hosted in-house at the client’s facility and staffed by ProV’s crack IT support team based on the client’s requirements. It can also be hosted in ProV’s data center with dedicated hardware reserved strictly for one client’s IT computing and support needs.
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Shared Solution:

This offering is supported by ProV’s global data centers that use a shared, multitenant infrastructure secured with virtual private networks (VPNs) and SSO and SAML-capable ServiceNow instances. The geodiversity of these datacenters helps ensure stable, consistent access to IT resources across the globe.

Both of these offerings are available with specific SLA support levels based on a yearly subscription featuring flexible billing schedules (monthly or quarterly).

Additionally, these offerings boast unlimited client support hours so you can have 24/7 coverage 365 days a year. This support includes things as simple as call logging with first-time resolution through Help Desk, as well as full management of ServiceNow issues and escalations.

MANAGED IT SOLUTIONS EXPLAINED

Transitioning into Managed IT Services

ProV helps enterprises transition into managed IT services using a comprehensive, step-by-step process:

Support Transition Phase. In this step of the process, ProV acquires an understanding of the client’s existing IT infrastructure and services by:

    1. Defining support objectives and goals
    2. Determining key success factors
    3. Setting timescales and milestones
    4. Confirming roles and responsibilities
    5. Identifying and creating reporting metrics
    6. Establishing a managed services support plan and sign-off

Support Transformation Phase. In this phase, ProV onboards the managed IT services team, creates schedules for support tasks, sets up connectivity interfaces, test runs the chosen support model, establishes QA acceptance, and performs knowledge transfer.

Steady State. In this step, QA testing/review is completed, and the hand-off of IT management from the client to ProV begins

This formula for transferring key IT responsibilities helps ensure the smooth transition of clients from using internal IT support to using managed IT services. Discover how managed services can result in big benefits for small businesses:

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IT Service Management for End Users

ProV integrates a range of ServiceNow IT service management (ITSM) and administration support features to help end users get more out of their ServiceNow license. Key support tools include:

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Incident Reporting

ProV uses a combination of cyber security measures to  automatically detect and report incidents. 95% of all incidents are reported within a strict response time based on support SLAs.
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Problem Resolution

Detected issues are resolved quickly following detection to minimize their impact and cost to the client.
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Change Management

Smooth transitions when upgrading/switching infrastructure or software with dedicated change management services.
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Service Chat Logging

Chat logs help record incidents, and the progression of resolutions, for future reference and quality assurance.
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Service Mapping

Quickly identify the root causes and potential impacts of service outages using a top-down discovery methodology to map targeted business service CIs.
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Discovery

IT asset management is delivered using a configuration management database (CMDB) to scan, classify, and explore configuration items in an agentless architecture.
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Event Management

A single, unified dashboard view is used to aggregate and qualify several 3rd-party events from varying sources into a single view.
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Orchestration

Management is provided for both external and internal processes, with automation of activities using the ServiceNow workflow as the main driving force.
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Cloud Management

Cloud provisioning resources such as Amazon Web Services, Microsoft Azure, Virtual Machines (VMs) on VMware, and more are managed so as to provide easy self-service and visibility into cloud costs.

These functions are available whether you’re on a dedicated or multi-tenant infrastructure.

DISCOVER ITSM BEST PRACTICES

Our managed services checklist will help you gain a clear understanding of what a competent managed IT services provider looks like.

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