Flexible Service Model

Our philosophy at icorp includes having a “Flexible Service Model” which we can adapt to your special requirements using measurable goals that help us satisfy the expectations stated in the SLA—all without sacrificing technical and economic competitiveness.

The ability to easily transform our generalized services into tailored, turnkey solutions has become one of the most important competitive benefits that icorp offers.

The benefits of the IT Infrastructure Management service are:

  • Maintaining continuous operation of your critical IT infrastructure
  • Minimizing the impact of incidents that occur in the IT infrastructure
  • Lowering the administration costs of IT platforms
  • Fully available systems with optimal functionality
  • Using key IT personnel in critical business functions
  • Maintaining an effective and profitable administration

We are the IT experts!

We offer this service when you already have internal personnel who handle IT administration. Normally such personnel have other responsibilities and do not necessarily have the time nor methodology to perform continuous and proactive monitoring.

i. Servers:

  • Proactive monitoring:
    • Availability of physical or virtual servers
    • Disk space
    • Memory utilization
    • CPU utilization
    • Status of Microsoft Windows services
  • Periodic checking possibly involving escalation to other support groups:
    • Review of logs & backup reports
    • Checking the status of Active Directory replication
    • Review of event logs
    • Checking security alerts
    • Verifying OS security updates
  • Escalation of alerts or incidents to other support groups

ii.

:

  • Condition of switches and routers
  • Verification of response times
  • Communication and pathways
  • Escalation of alerts to other support groups or to the vendor

iii.

:

  • Verification of readiness
  • Checking the state of the interfaces
  • Escalation of alerts to other support groups

iv.

:

Microsoft

(Availability, CPU, Memory, Disk, Services)

  • Windows Server
  • Exchange Server
  • SQL Server
  • System Center
  • Lync Server
  • SharePoint Server
  • Other services & applications

Virtualization

(Availability, CPU, Memory, Disk)

Unix / Linux

(Availability, Disk)

Other devices

(Availability, other applicable characteristics)

We offer this service when you do not already have staff dedicated to handling IT administration.

i.

:

These activities are based upon the best practices recommended by the manufacturer. There are many important administrative server tasks and, among them, these are the main ones:

  • Proactive monitoring:
    • Availability of physical or virtual servers
    • Disk space
    • Memory utilization
    • CPU utilization
    • Status of Microsoft Windows services
  • Resolving Operating System (OS) problems
  • Technical assistance for supported platforms
  • Regular, periodic administration tasks
    • Creation, setup and suspension of users and group policies
    • Verification and resolution of any problems uncovered by logs or backup reports
    • Checking fault-tolerance and resolving any issues
    • Review of event logs and resolving any problems they might show
    • Review of security alerts and resolving any attempts at breaching security
    • Resolving problems created when applying security updates, like firewall policies, email and web-access filtering, intrusion detection, etc.
    • Performing follow up of alerts
    • Purging temporary files
    • Applying security patches and updates
  • Attention to alerts and their follow up
  • Escalation of alerts or incidents to other support groups

ii.

:

  • Proactive monitoring of switch and router availability
  • Verification of response times
  • Monitoring communication and pathways
  • Following up on alert resolution
  • Escalation of alerts to other support groups or to the vendor

iii.

:

  • Proactive monitoring of availability
  • Verification of response times
  • Checking the state of the interfaces
  • Incident resolution by remote means
  • Following up on alert resolution
  • Escalation of alerts to other support groups

iv.

:

Windows Server

  • Monitoring
  • Administration (Operating System, Active Directory, Security)
  • Problem resolution
  • Technical assistance
  • Escalation to support teams
  • Proposals for improving processes

Virtualization

  • Hyper-V , VMware
  • Monitoring
  • Administration
  • Problem resolution
  • Technical assistance
  • Escalation to support teams
  • Proposals for improving processes

Unix / Linux

  • Monitoring
  • Escalation to support teams

Other devices

  • Monitoring
  • Basic assistance
  • Escalation to support teams

Other services

  • Verification of backups
  • Checking fault-tolerant devices
  • Checking the state of security suites
  • Performing follow up of alerts

Other applications & platforms

  • Service is offered for other, select applications

24/7 - 365

At icorp we offer IT Infrastructure Management on a continuous 24/7 basis—this means that regardless of when incidents might occur, they will be attended to remotely and measured according to the terms of the SLAs.

English, Spanish

We have personnel who communicate in both English and Spanish—whatever your requirements might demand.

Experience and quality since 1986

icorp has been offering IT services and solutions to large domestic and international enterprises since 1986. During this time we have managed to design a service support model that works for you by minimizing the business impact of incidents within the infrastructure, reducing the support costs per user, and objectively measuring support activity and reducing the involvement of users and key IT personnel in doing support activities.

IT Outsourcing

Service requests can be originated by several means. Perhaps by a tool that the client might already have (and to which we have access for doing follow up and reporting). Or, they can be originated by telephone or email. In the latter case, icorp will log them and issue a monthly report of the service requests that our remote-enabled teams have handled.

Incidents come to us automatically via monitoring software, or are reported to us by your own IT team. In either case, we use Service Ticket Tracking software to take care of logging them and tracking them to completion. You are not locked into using the icorp Service Ticket Tracking system—we will gladly use whatever system you might already have deployed. Regardless of the system used, we provide you with monthly reports detailing those incidents we have handled.

The IT Infrastructure Management service usually entails the establishment of a customized service-level agreement (SLA), which can define measurable targets for response time and resolution time—each of which can be further broken down by the relative critical nature of each device, platform or service.

As a part of this service, icorp personnel make periodic analyses of the information obtained by the Service Ticket Tracking software in order to draft reports and proposals such as:

  • Monthly report of open items, responses to them, and reported incidents
  • Monthly report of monitored hardware and software detailing up and down time
  • Periodic reports detailing recurring issues and alerts that are still open
  • Proposals for improving processes

icorp has strategic alliances with the foremost IT Management solution providers, which keeps us abreast about the latest in technology and methodology.

Some of our strategic alliances are with Microsoft, Fortinet, VMware, CA Arcserve, McAfee, PRTG, and EMC².

At icorp we provide our IT infrastructure management team with continued annual training. The courses are administered in person or remotely according to need. We also have non-technical courses:

Non-technical Training

  • Customer Service in a Support Environment
  • Business Writing
  • World Languages

We have a Comments & Complaints unit that is charged with managing any complaints and suggestions coming from clients like you who have contracted for any of our services. Complaints may be received by telephone, by email, through customer satisfaction surveys and informal chats, and during the monthly presentations.

Once a complaint is received, we start a formal process that begins with an initial investigation, and lasts until a solution is found and the matter is closed.

This process is handled by the Complaint Management module of our qdoc application.

At icorp we have a Service Start-up unit where our job is to shorten the time it takes to gather your requirements, do the training, and customize our services for you (before switching over to them). We collaborate with you to find solutions, and then waste no time helping to get you there.

The main activities of this process are:

  • Gathering client requirements and information about existing infrastructure
  • Reporting about the current state of the infrastructure
  • Presentation of a plan for tracking and monitoring, role definition (who does what), and design for turnkey services
  • Installation of monitoring instrumentation
  • Configuration of sensors and traps
  • Remote-access setup and assignment of users
  • Training for us at icorp about your existing infrastructure
  • Setup for automatic notifications
  • Orientation concerning the types of reports we provide
  • Proposals for improving processes.

At icorp we promote data security and confidentiality, and we have a process which strictly adheres to national laws regarding the protection of personal information.