Infrastructure Support

Reflections Unique Support Process Framework

Reflections unique support process framework adopts best practices from ISO 20000-1:2011 and ITIL V3 combined to give the best in the industry.

The implemented IT Service Management System (ITSMS) covers the core areas of ITIL and best practices in IT Service support and IT Service Delivery.

The ITIL V3 Life-cycle provides best practice guidelines for implementing a new service or changing an existing service. The IT organization is primarily a service delivery organization. Over 80% of the IT budget (Gartner 2007) is consumed in providing services to the business. If the IT organization uses the ITIL framework with a view to “practical” and incremental service improvement then great benefit can be accrued very quickly in the form of improved service to customers (internal and external), lower service cost and improved quality of services and products delivered.

Reflections unique support process and tools was designed specifically for the IT support environment. Level 2 and Level 3 support requires a different process and operational focus than in a Level 1 Help Desk.

Reflections life-cycle processes build upon each other with the desired outcome of delivering superior service operations to the business customers by having repeatable processes in place, service level agreements, defined service parameters and communication protocols and continual service improvement initiatives constantly reviewing and implementing process and operational changes designed to improve service delivery and quality of service at a cost that represents value to the business.

infrastructure
customer_engagement

managed-it-servicesManaged IT Services

  • Managed End-user Services
  • Managed Network Services
  • Managed Datacenter and Server Services

infrastructure-technology-solutionsInfrastructure Technology Solutions

  • Enterprise Infrastructure Architecture and Infrastructure Services
  • Data Center & Hosting

remote-infrastructure-management-servicesRemote Infrastructure Management Services

  • Basic Infrastructure Availability Monitoring Services
  • Remote Infrastructure Management Services

virtualization-servicesVirtualization Services

  • Server Consolidation
  • Test and Development
  • Legacy Application Re-hosting

migration-upgradesMigration and Upgrades

  • Email Migration or Upgrade Services
  • Value Proposition

it-operation-servicesIT Operation Services

  • Service Desk Management
  • Operating Level Agreement

Support Escalation Responsibility (Level 1, 2 and 3) (Application and Infrastructure)

Incident Management (L1)

  • Coordinate with the IT service desk
  • Perform initial incident analysis
  • Facilitate issue tracking progress through to resolution.
  • Monitoring the technology platforms 24/7 for alerts.
  • Update logged incidents on tracking tool
  • Route the issues to problem management support

Problem Management (L2)

  • Diagnosis and resolution
  • Emergency fixes and release management (as applicable).
  • Update known error DB.
  • Resolve issues escalated by incident management team.
  • Troubleshoots defects; provide root cause analysis.
  • Patch management

Problem Management (L3)

  • Technical consultancy and advice to the level 2 support.
  • Assist l2 team in doing root cause analysis and come up with solutions.
  • Helps impact knowledge to Level 2 & incident management team enhancements.
  • Defects analysis, resolution and coordination.