We implement systems to detect and monitor all operating parameters of IT infrastructures in order to prevent and detect inefficiencies, malfunctions or critical issues in a timely manner.

Thanks to the integration of the most advanced commercial (NinjaOne) and open source (Icinga) tools available today, it is possible to have the overall status of systems in real time, in order to:

• Be informed in real time (via e-mail, SMS, mobile) of the occurrence of a criticality or unavailability of a service (web systems, ERP, specific applications).
• Detect (by generating easy-to-read graphical reports) the Internet bandwidth used, measuring response times and latencies so as to highlight any inappropriate use of resources.
• Be alerted to the availability of critical security updates.
• Verify that planned operations (e.g., backups) or specific procedures are working properly.
• Consult all information via a management and control dashboard.

We deliver structured, multilevel 1st, 2nd and 3rd Help Desk/Service Desk services, organized with dedicated Competence Centers, accessible via e-mail/phone/dedicated messaging and with the possibility of on-site manning.

The service is delivered according to the standards of the ITIL framework and includes:

• Ticketing system with profiled and personalized access.
• Flexible IVR platform with advanced statistics and service level agreement (SLA) verification.
• Statistical monitoring on an hourly basis with detailed reporting capabilities.
• Ticket/issue/call management according to differentiated logic (incident, problem and change).
• Service Management and escalation procedures defined and shared.

For companies that operate seamlessly or use critical systems with stringent continuity requirements, having a 'structured and continuous support is a key aspect to guarantee the services offered, minimize operational risks and count on certain intervention times.

We deliver advanced technical support services with full 24x7x365 coverage, in fixed/reperational manning and with availability guaranteed by appropriate service levels.

We adopt the most modern technologies and popular systems dedicated to managing all components of IT infrastructure throughout the entire life cycle of each asset (procurement, commissioning, upgrading, maintenance, retirement, decommissioning).

Structured management of the company's assets ensures:

• Ability to develop structured technology renewal plans to keep its systems constantly updated and effective.
• Detailed and complete real-time view of infrastructure components to ensure their proper allocation in the organization, avoid waste, unnecessary purchases and inefficiencies.
• Ability to use centralized systems to control, update and distribute software.
• Rationalization of software licenses.
• Simplified management of financial, administrative and contractual aspects.

As part of our service, maintenance, and support services, we fill the role of SPOC (Single Point of Contact), in order to ensure integrated and optimal management of all aspects of IT infrastructure.

We evaluate, select and coordinate the third parties involved (hardware/software manufacturers, connectivity/energy/telephony providers, professionals and external contacts), so as to relieve customers of the burdens and inefficiencies of their management.

We enhance skills and synergies and operate in a structured and transparent manner.