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Allied Digital will provide toll free technical helpdesk to end users from our NOC. NOC Helpdesk technicians will provide L1 support on the OS, commonly used applications, connectivity problems, and e-mail/browsing related issues. In case a problem requires on-site resolution our help desk will escalate this problem to respective Allied Digital’s Service Center to fix the problem.
Allied Digital will use ITIL/ITSM compliant Service Desk management tool from HEAT. HEAT will provide features like Customer Self Service Portal, Knowledge Management, Remote Support by integrating HEAT with LANDesk Management Suite (LMDS)
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Remote Desktop Management |
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It is a complete plan of preventive maintenance for desktops keeping them secure and operating at peak performance. This service consists of the following tasks that are regularly carried out on each PC:
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Testing and Deployment of critical OS and software patches. |
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Deployment of latest operating system service packs. |
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Spyware and Virus Removal |
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Regular updates and verification of anti-virus updates.. |
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Allied Digital will use LANDesk Management Suite to enable this service. |
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Remote Server Management |
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This is server monitoring and escalation service. NOC will monitor not only the base OS but mail servers, database servers, backups and escalate the problem to the customer with an appropriate resolution. Additionally, NOC will analyze the OS and application patches needed by a particular server and create a whitelist of patches that can be deployed which is then used by customers to deploy patches onto servers.
Additionally under this service NOC not only monitor and escalate on a 24x7 basis, but also troubleshoot problems and perform proactive maintenance on the server. Hence, activities such as restarting failed services, reconfiguring failed backups, defragmenting a message store, or restoring a corrupt database are performed in this service. Under this service patches and service packs required on the server are deployed.
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Remote Network Management |
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This is network monitoring & management services using NOC. In this service, NOC will monitor all network devices like Routers & Switches along with WAN links. Services like device management, configuration management, fault management & load management. This service will help customers to have maximum uptime of their critical networks along with efficient utilization of expensive network resources. |
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