IT Managed Services

Approach & Methodology

ISourcing understands how complicated the IT infrastructure of our clients’ can be and how critical the IT infrastructure to the operation and productivity.

Our managed services methodology begins at project startup with detailed auditing and documentation and continues through all process of operations and support, driving user satisfaction and value all the way to continuous improvement cycle.

The following is our standard approach to project fulfillment which is adjusted according to the complexity and maturity our client’s IT infrastructure and strategies.

  • Business Analysis (startup phase)

    • Definition of Business requirements and IT strategy

    • Auditing and documentation of Installed Technology & Topology

    • Definition of Gap Analysis & Mitigation plan

  • Definition and documentation of policies & Process

    • Establishment of Service process & Policies

    • Establishment Escalation matrix & authority matrix

    • Setting up of audit protocols, admin accounts and reporting

  • Deployment of support

    • Providing the agreed support scheme (8x5 to 24x7)

    • Receiving support requests through Phone, email , chat

    • Providing support through remote access and Onsite support (where applicable)

  • Periodical reporting

    • Periodical reporting (operational, Statistics)

    • Incident reporting (operational, Statistics)

  • Adjustments and Fine tuning

    • Adjust Processes

    • Adjust configuration / settings