Managed IT Service
Overview
Managed IT Service (Package)
Product SKU: ABL-IT-MS
Armstrong Bell’s Managed IT Service provides a simple, secure and scalable offering to not only support, but also manage an IT environment for organisations. We are enabling our customers to focus upon their core business rather than worrying about IT issues, with our team delivering an enterprise grade service and experience.
The service enables customers to contact our team to raise service incidents relating to their systems, platforms, endpoints, servers and infrastructure – with our expert team on-hand to provide assistance to these issues; including working with agreed 3rd parties where required. Coupled with a proactive service that is constantly running, optimising and troubleshooting issues to remove downtime, we free up our customers to focus on their own organisation’s goals.
Features
Core service components
• Unlimited remote support tickets are included, with service provided 08:00 to 17:30 weekdays
• Our team proactively monitors and manages the core infrastructure; from servers through to networks
• Security and other priority patches are deployed to managed devices, monitored and reported upon by our team to ensure compliance
• A range of security features are included by default; from 24×7 threat detection and response through to implementing and maintaining well defined security standards
• Service reporting is available to customers, highlighting key metrics and trends over time
• Periodic strategic business reviews are included to ensure that the organisation can use technology to grow and scale, this includes building a strategic road map for IT
Differentiators
The Managed IT Services marketplace is crowded and whilst it is difficult to standout, we have taken a different approach with our services. Where others create solutions that require many additions before they are viable or have hidden pricing items, we believe that our service provides a stable, scalable and affordable IT service to our customers.
Core Service Components
• Unlimited remote support tickets are included, with service provided 08:00 to 17:30 weekdays
• Our team proactively monitors and manages the core infrastructure; from servers through to networks
• Security and other priority patches are deployed to managed devices, monitored and reported upon by our team to ensure compliance
• A range of security features are included by default; from 24×7 threat detection and response through to implementing and maintaining well defined security standards
• Service reporting is available to customers, highlighting key metrics and trends over time
• Periodic strategic business reviews are included to ensure that the organisation can use technology to grow and scale, this includes building a strategic road map for IT
On-boarding
The on-boarding steps for the core components are listed below:
Service
• Setup and configuration within our ticket management and knowledge-base platforms
• Configuration of monthly service reporting pack
• Visiting key sites to further our knowledge on the site, services, infrastructure and other critical information – including photographs to assist with future troubleshooting
• Creation of a standardised device build process to ensure that future builds are consistent
• Engagement with the customer to agree standardised process for Starters/Leavers
• Creation of MyGlue configuration to enable password management for the customer
• Updating of administrative passwords during migration, with secure storage of these for future use
Service Management
• Introduction to our Service Delivery Manager and an overview of how our services work
• Configuration of monthly service reporting pack
• Creation of a welcome pack
• Defining escalation processes
• Discussion regarding 3rd party vendors and facilitating introductions to these
NOC (proactive services)
• Build tenant within Datto RMM for device management and monitoring
• Deploy Datto agent to servers and configure advanced monitoring as required
• Testing and refinement of proactive alerting
• Configuration of monitoring of critical elements, including network infrastructure and other components
• Policy configuration to complete patch management via Datto RMM for endpoints
• Creation of Datto RMM package for deployment
• Create network configuration backups and store in IT Glue
• Deploy backup for Office 365 and Servers as required
• Deployment of Datto RMM to nominated pilot devices with full review following deployment
• Full deployment of Datto RMM to endpoints
• Configure integration for ScalePad to enable asset management and warranty reporting
Cyber Security
• Configure Managed Detection and Response (MDR) tenant
• Define pre-approved remediation actions and escalation processes
• Deploy MDR agent to devices and confirm successful registration
• Testing of detections and alerting
Project management
• Introductory call with customer project team
• Creation of the Project Initiation Document (PID) and associated documents, including a risk log with proposed mitigations
• Project plan build out with technical team within project management platform
• Engagement with the incumbent supplier to commence information sharing and handover
• Submitting the request for information to the incumbent and monitoring the progress of this
• Conduct on-going project management meetings and provide highlight reports at an agreed frequency
• Continually manage both quality and risk, reporting these to the customer
• Complete a project closure meeting and associated documentation at the end of the project
Pricing
IT Managed Service
£ 37.50
Per user or endpoint per month
08:00 - 17:30 weekday support hours
Unlimited remote support incidents
24x7 Managed Detection and Response by default
Proactive management and monitoring included
Service reporting included
Integration with NCSC services to boost security
1-74 endpoint on-boarding
£3,000
Includes project management and initial on-boarding tasks
Comprehensive on-boarding to ensure a smooth transition
Fixed price on-boarding, we stand by our commitment to on-boarding within this cost
75-250 endpoint on-boarding
£5,000
Includes project management and initial on-boarding tasks
Comprehensive on-boarding to ensure a smooth transition
Fixed price on-boarding, we stand by our commitment to on-boarding within this cost
Links
A brochure for this service is available here
A one page description is available here
The Service Delivery Process (ABL Staff Only) is here