Server Management
Service Support
Service Desk
ACS Syan's Operations Service Desk is available 24 hours a day, 365 days a year
and provides the central point of contact between you and our server operations
team. The Service Desk receives and records all calls, and makes an initial assessment
of the incident. Depending on agreed Service Levels, first line resolution will
be attempted followed by appropriate escalation to an internal or external resolver
team.
Incident Management
ACS Syan’s Operations Team undertakes Incident Management for all managed servers.
This includes incident detection and recording, classification of incidents, investigation
and diagnosis, incident communication and closure. Our goal is to maintain service
operations with minimum disruption to your business, thus ensuring the best levels
of service and availability.
Problem Management
ACS Syan will undertake Problem Management for all incidents associated with managed
servers. Problem Management is concerned with identifying the underlying cause of
incidents, and their subsequent resolution thus minimising any adverse effect and
preventing their reoccurrence. We aim to resolve problems as quickly and effectively
as possible using resources from within ACS Syan and external sources as appropriate.
Configuration Management
ACS Syan maintains a Configuration Management Database (CMDB) for all managed infrastructure
(Configuration Items). We provide support for the key activities associated with
Configuration Management – planning, identification, control, status accounting
and verification/audit.
Change Management
Adapting to changing business requirements is an important characteristic of our
service. ACS Syan provides a high quality, stable service through the enforcement
of a thorough implementation process that examines all aspects of server operation
and transforms the operational processes into a stable environment. At the end of
the implementation process stability is maintained by a rigorous adherence to a
comprehensive Change Management process that ensures that any changes to the service
are implemented in a controlled manner without affecting the stability of the service.
Release Management
ACS Syan will use a Release Management process to ensure that large or critical
changes to the service are properly controlled. Release Management is used to coordinate
all aspects of major changes, such as major operating system roll-outs, significant
hardware upgrades, etc. We will ensure that back-out plans are in place and that
suitable testing is carried out.
Service Delivery
Service Level Management
The Service Level Management process ensures that service targets are clearly documented
within a comprehensive Service Level Agreement (SLA) and that appropriate monitoring
and reporting is carried out. Prior to implementing the service we will produce
a Service Catalogue for every customer, which clearly documents the services to
be provided and the key features of the services. The Service Level Management process
will also ensure that any changes to the services are clearly reflected within the
Service Catalogue.
Capacity Management
ACS Syan works closely with customers to understand what effect future business
changes might have on the service being provided. Our Capacity Management processes
ensure that appropriate infrastructure and resources are available to meet changing
customer requirements in the most cost effective and timely manner.
These processes encompass all aspects of the service including data centre facilities
(e.g. floor space, power, cooling), server processing power and storage capacity,
and human resources.
System performance and storage utilisation data is regularly monitored to provide
early indication of potential problems. Trend analysis can be provided to assist
customers with capacity planning and system tuning services can be provided for
all servers.
IT Service Continuity Management
ACS Syan maintains a comprehensive Business Continuity Plan that ensures we can
deliver contracted services to our customers. All aspects of the service are considered
including infrastructure, people and facilities.
Our resilient system management environment is based around High Availability technology
with duplicate systems located in our two secure data centres. All operations can
be switched to our backup location within minutes should we suffer a critical failure
at our primary operations centre.
Availability Management
ACS Syan install software on all servers to provide active monitoring of critical
processes. Through active monitoring we can ensure that the servers and applications
are available when they are needed.
Through our skill and expertise in Continuity Management we can provide advice and
deliver appropriate availability solutions for our customers. With two highly resilient
data centres linked by a dedicated high bandwidth fibre network, we can design,
implement and manage a wide variety of infrastructure availability solutions for
our customers.
Our security processes and procedures, which are accredited to ISO 27001 (BS 7799),
are a key component in ensuring the availability, integrity and confidentiality
of your information assets.