ICT Management

With our ICT Administration service you can successfully avoid system failures, and forget all your worries about your information and communication systems and related processes, as those will be taken care of by a highly quali. ed team of experts with advanced certi. cates in many ICT areas.

Clients do not need to purchase the whole service package – they can only subscribe to the components that they find really useful.

A brief summary of the service key features

ICT Administration is a periodic, managed activity that helps you avoid serious incidents and system failures, but also deals with your everyday issues related to routine operation of your information and communication technologies and solves them within the time limits speci. ed in the service level agreements.

Our ICT Administration services provide a high-quality solution to your issues related to routine ICT operation within the guaranteed time limit. They will help you avoid system failures and leave all the worries about your information and communication system and related processes to a highly quali. ed team of experts with advanced certi. cates in many ICT areas.

With our ICT Administration services your ICT will get professional care, based on time-tested procedures and methodologies (ITIL, COBIT, ISO/ IEC 20000). The services will be available to you 24 hours a day, 7 days a week, which means that also the services provided by your ICT environment will be highly available. Once the service implementation is . nished, you can fully focus on your main business activities.

"ICT Administration" is a highly . exible package of services from which you can choose only the ones that you really need.

The key components of the service:

• Administration of your ICT and security systems
• Optimizing servers´ operation
• Application of security adjustments
• Guarantee of high ef. ciency of your operations processes (Incident, Problem, Change, Con. guration Management, ServiceDesk)
• Administration of work stations and IT devices (printers, phones, fax machines, etc.)
• Electronic operational documentation
• Installing HW and SW
• Prophylaxis
• Personal approach and care (our PNPs – specialists providing above-standard care) Trainings
• Leasing our IT and SW
• Reporting – how our technical support is being provided
• Maintenance (HW and SW producers´ support)

Why is ANECT a.s. a suitable provider?

The service covers all basic activities related to routine operations of your ICT (e.g. work station administration, creating and deleting users´ accounts and mailboxes, access rights con. guration, administration of operating systems for servers, database administration). Nonetheless, the service also includes specialized activities, e.g. activities during IDS/ IPS systems administration or activities monitoring the ef. ciency of your operations processes (Incident, Problem, Change, Con. guration, Release, Service Level Management, ServiceDesk).

Every ICT Administration activity is continuously monitored by ANECT SUPPORT dispatchers. All of your requests and solutions to problems are recorded in the ServiceDesk application, and they can be easily accessed at any time. This gives you total control over all troubleshooting and maintenance activities being done.

The service is based on:

• Elaborate and time-tested operation procedures compatible with ITIL, COBIT and ISO/IEC 20000 procedures
• Professional troubleshooting teams, specializing in particular types of technologies and available 24 hours a day, 7 days a week. The team specialists can perform any task related ICT administration just as well as they do troubleshooting and maintenance
• Solution . exibility – ANECT´s custom-tailored solutions are a perfect match to your requirements. You can only subscribe to those service components that you really need(e.g. you pay for IS Administration and operations documentation, but not for prophylaxis, trainings, etc. if these service components are not interesting for you)
• A large number of technology areas in which ANECT is able to provide this service: Microsoft, Symantec, CheckPoint, CISCO, IPT, IPCC, videoconferencing, etc.
• ServiceDesk, a reliable system for request noti. cations. Our operators are available 7/24 and ready to receive and process your requests at any time

In what ways can the service be provided?

The service can be provided in a number of different ways (5/8, 7/24, etc.).

What are the main benefits for the client?

• The most expensive option is to train and pay your own team of specialists with profound know-how of all the technologies that you use. With our ICT Administration service you can transfer part of these expenses (even all of them – if you opt for outsourcing) to an external provider who will share their resources and render you the same services as your own team would, but at considerably lower costs
• With our professional ICT Administration you can easily avoid critical situations and failures, and achieve even higher cost reductions (less troubleshooting necessary)
• Higher reliability and availability – our professionals take care of your communication and system infrastructure on an ongoing basis, and thus guarantee strict SLA adherence and increase the reliability and availability of the services provided by this environment. Like that you can be sure that the information saved in your information systems will be always available, and you can thus fully focus on your key business activities
• Sharing ANECT´s know-how and making your environment more transparent – ANECT a.s. provides its ICT Administration services in compliance with time-tested methodologies and operation procedures which are compatible with ITIL, COBIT and ISO/IEC 20000. By purchasing the ICT Administration service, you do not just get access to our technology know-how, but you can also share our know­how in IT operation management processes (Incident Management, Problem Management, Change Management)
• Both the information about the activities being performed within ICT Administration and the service level agreements make this environment more transparent and enable you to assess, optimize and plan your ICT investments more effectively

The service can be easily adjusted to customer´s needs

• There is no need for clients to subscribe to all ICT Administration components – they can decide which ones they really need
• Many types of SLAs (guaranteed time limits within which problem solving has to begin) to choose from
• The service can be rendered in a number of different modes (5/8, 7/24, etc.)
• Large customers can have a dedicated specialist who is assigned exclusively to them and provides above-standard care
• The service can be adjusted to customer´s needs with regard to their infrastructure ownership
• The service is offered in a number of different modes. Typically, the time for troubleshooting is guaranteed and ANECT dispatchers provide non­stop remote monitoring