IT INFRASTRUCTURE MANAGEMENT SERVICES

OSS's Technologies' end-to-end services ensure that whatever you need, you can rely on us. However, our track record and expertise aren't the only things that count: Our quantifiable results for every client, including you, are as important.

Today IT assets have become widely distributed and less visible. Many organizations are spending a very high portion of their technology budget on "soft costs" like purchasing, installing, managing, administration, troubleshooting, training, recruitment, etc for supporting the IT Hardware and Software. So if your systems are critical to the operation of your business, downtime can have a disastrous impact on production, customer satisfaction and revenues.

We are in the business of helping customers to use their equipment better. Our Facilities Management Services are a comprehensive set of services that helps customers to fully utilize their IT investments by improving availability, reliability and performance. We achieve this by offering a complete portfolio of customized services and expertise, from planning and design to procurement, installation, integration, migration assistance to system management, telephone support and on-site hardware and software fixes.

Through our Total Facilities Management Solution, we offer a range of service options, customized to the specific requirements of yours. These include:

• Helpdesk Support
• Network Management
• Data Management
• Server Management
• Asset Management
• Hardware Management
• Software Management
• Third Party Application Management
• Vendor Management
• Virus Control Management

All this helps customer in deriving maximum value from the investment in IT hardware and software.

Helpdesk Support

• Single point of contact to the users for technical problems
• Logging user complaints and allocating calls to engineer /vendor / IT Dept.
• Assigning severity level to each call as per the predefined definitions.  
• Call tracking and closing
• Escalation of calls to various levels
• Identification and resolution of chronic calls and problem
• Co-ordination with vendor for technical problems logged at the Help Desk to ensure proper closure of problems
• Report generations
• We’ll monitor each call and provide end-to-end management for the calls. The response time and the resolution time will be captured to ensure immediate response.
• The call will be closed only after intimating the user.
• The call management will be maintained as per the SLA.
• Coordinating with vendors for replacement and other hardware/software related issues. The resolution will solely depend on the vendor’s response.

Network Management

• To ensure the network bandwidth and availability are to the expected level so as to achieve   maximum productivity through resource sharing
• Network link trouble shooting
• Resolving network connectivity problems at the client end
• Providing support to third party for connectivity to desktop in case of new installations
• Monitoring the security measure of network
• Updating the documentation of the LAN / WAN setup
• Network performance monitoring.

Data Management

• Performing regular backup operations at predetermined frequency
• Labeling media for identification and retrieval
• Proper storage and handling of backup media to prevent data loss
• Storing backup media for monthly backups.
• Conducting regular restoration exercise with backed-up data to confirm backup validity
• Maintaining log sheets for backup etc
• Restoring data in case of request from user in the event of data deletion by user accidentally or in case of corruption of data
• Tape administration.
• Backup service and software\Hardware administration.
• Document the whole Backup Schedules.

Server Management

• Orderly system startup and shutdown as per predefined procedures
• Monitor CPU utilization, disk space usage etc. vis-à-vis thresholds using server management tools
• Identify potential problems and proactively take corrective action before they impact user productivity
• Resolve server problems like system ‘hang’, hard disk crash etc.
• Install / Upgrade OS and patches
• Reload OS on servers as and when needed
• Virus prevention and cleaning on the server
• Print queue administration
• To ensure that DNS, DHCP, Web services are working fine.
• Troubleshooting and management of DNS, DHCP, mail server.

Asset Management

• Create asset (hardware / software) database by recording information like used by, used for, configuration, serial number, asset code, warranty and AMC details
• To update the inventory file from time to time to get updated asset database for audit or inspection is available
• Monitoring and management of up gradation and relocation of assets (including software)
• Controlling and coordinating with vendors for the assets sent for repairs.
• To keep track of any non-returnable and returnable assets.
• To maintain the list of stores items and keep track of their usage.
• The asset details will contain Machine name, User name, Memory, HDD, Monitor Serial No., Floor detail, Change management.
• We will maintain and update the Static IP (Public & Private) List.
• To maintain the usage of Dialup accounts (ISDN and PSTN) with their usage permissions.

Hardware Management

• To ensure that the new installations are happening on schedule.
• Monitoring / Provide support to third party for replacement of necessary parts as per the warranty / AMC
• Configuring the print servers and resolving printing problems of the users
• Performing any install, Move, Add or Change at the client level

Software Management

• Supporting the desktop OS and desktop applications. Installing / upgrading OS and patches
• Reloading OS on servers and desktops
• Installation of software along with necessary patches and service packs.
• To ensure that all the dumps of all the software’s including OS, Application, Drivers, Service packs and others are kept in the application server.
• Ensure that no unwanted shares and services run on the server.
• To ensure that the permissions on the license software’s are given only when required.
• To maintain a list of all freeware and licensed software’s with their product key id in a file.
• To implement Ghost and reduce the usage of CD’s for any task.
• To ensure that all the dumps are loaded with their updates and patches.
• Solving of desktop related problems with in time frame.
• Support for desktop applications like MS-Office, IE, etc.
• Desktop assignments for new joiners with necessary software.

Third Party Application Management

• First level support for diagnosing the problem and getting the same resolved as per the severity.
• Install, remove and upgrade the third party applications on the desktop / servers.

Vendor Management

• Maintaining database of the various vendors with details like contact person, telephone nos. escalation matrix, response time and resolution time commitments etc.
• Logging calls with vendors
• Coordinating with vendors to get the problems resolved
• Keeping track of the hardware and software maintenance.
• Monitoring and Coordinating with vendors for scheduled preventive maintenance.

Virus Control Management

• Registering and updating the anti-virus tool on the server periodically.
• Diagnosing and rectifying any virus problems that can be fixed by the anti-virus tools
• Providing feedback on any new viruses detected
• Ad-hoc checking of desktops for updating of latest data files
• Routine checking of anti-virus log files for checking of any virus detected and cleaned on the desktop
• To ensure that latest live update is there on all the systems.
• To ensure Mail server has the Anti-Virus for Mail with auto protection of mailboxes.
• To ensure no unwanted shares and services are running in the network to ensure total safe network.