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ALTUS has developed a Managed Services unit through which different customer’s key operation processes for IT services are managed. This service is aimed at providing specialized personnel, tools and processes to manage the life cycle of the products and services that the IT organization provides to its end users.
The specific services provided through the Managed Services Unit are:
IT Services Center (ISC)
IT Monitoring Center (IMC)
Cybersecurity Center (ICC)
IT Infrastructure Management (ITIM)
Based on industry best practices, ALTUS manages its Managed Services
policies, processes, procedures, roles and activities involved in the management of the different services provided by IT organizations.
technology and management systems used by people to carry out processes.
human resources, their skills and competencies required to execute the defined processes.
ALTUS has developed a practice for managing the customer’s end user requests for IT support. We manage the five processes defined by ITIL® v3 for Service Operation.
Focuses on restoring service to users as soon as possible, in order to minimize the impact on the business. This typically involves providing support on the hardware and software that the end user utilizes. For example, an incident is when a user cannot send an email.
this requires to manage the requests from end users asking for privileges to access the organization’s systems. For example, an access is when a user requests privileges on a CRM process.
root-cause analysis of incidents that are reported to the Service Desk to create improvement opportunities. For example, a recurring service request could be detected and a self-service portal proposed to improve that request management
this involves supporting the requests from end users to obtain services on the different processes that the Service Desk manages. For example, a service request is when a user requests an email account to be configured.
The IMC works as a Network Operations Center (NOC) where a proactive remote monitoring
and network management of our customers’ IT infrastructure takes place. The IMC monitors the network and servers performance as well as perform initial remote troubleshooting when an issue is detected.
The NOC is based on three main capabilities:
The ICC acts as a Security Operations Center (SOC) and provides specialized resources, tools and processes in order to implement threat intelligence across the customer’sIT infrastructure. We strengthen our customer’s platform in oder to improve the response and remediation capabilities
Which detects security events that occur in the customer’s IT infrastructure. The goal is to receive raw data relevant for security management and generate events in case of detecting any security risk
which manages the security events generated in the IT infrastructure and determines the relevance and urgency.If an event needs to be managed as an incident,
ERC creates the case in the Incident Response System and escalate it to the Incident Response Center (IRC). Additionally, it periodically performs asset discovery, vulnerability scanning,and reviews vulnerability assessment reports..
which manages the response to security incidents detected in the customer’s
IT infrastructure. To do this,it uses threat intelligence to identify the affected systems and the scope of the attack. Additionally, it reviews and collects asset information for further investigation into these systems.
Through the IT Infrastructure Management service, we provide certified resources to manage the operating and support processes of our customers’ IT platforms, both cloud and on-prem solutions.
The ITIM is based on three main capabilities: