Core Services: Managed Services

Managed Services Overview

Future Technologies managed services solutions range from basic performance and availability monitoring to full-service application and infrastructure management, problem diagnosis and resolution. All Managed Services leverage Future Technologies' delivery platform, Fusion Layer™, and come with end-to-end tracking and reporting via a secure Web-based interface, InfraPortal™.

Remote Management and Problem Resolution

InfraSolve™ proactively resolves problems in the application, database, network and systems infrastructure by providing 7/24 monitoring, problem identification, diagnostics, reporting and resolution for maximum application and infrastructure availability. InfraSolve covers the application layer (such as SAP, Oracle Financials and Microsoft Exchange) and the supporting IT infrastructure.

Remote Monitoring

InfraWatch® delivers proactive 7/24 monitoring, notification, Web-based reporting and automated problem resolution for applications, e-commerce websites and the underlying infrastructure components. InfraWatch covers the application layer and the supporting IT infrastructure.

Web-Enabled Service Desk

InfraDesk™ is a subscription-based, Web-enabled enterprise service desk solution. Available 7/24 from anywhere, InfraDesk provides service desk personnel and end-users with an easy-to-use, browser-based interface for incident, problem and change request management trouble-ticketing system based on best practices. Integration with Future Technologies' monitoring and management services provides enterprises with an end-to-end IT infrastructure management solution.

Reporting

InfraPortal™ is Future Technologies' highly secure Web-based reporting portal that provides views into the availability and performance of the business application infrastructure as well as detailed application/device specific breakdowns. Access to InfraPortal™ is provided to all monitoring and management customers.

InfraPortal™ provides:

  • ONE integrated, consolidated view of infrastructure
  • Self-service for change management
  • SLA delivery, verification and management capabilities
  • Web-based anytime, anywhere, visibility into entire IT environment
  • Integration with other data sources and applications for consolidated visibility and reporting

Enterprise Help Desk Services

Enterprise Help Desk services integrate with any or all of Future Technologies' suite of Managed Services - InfraWatch® (monitoring), InfraSolve™ (problem resolution), and InfraPortal™ (web-based portal and reporting interface) - providing a complete and powerful IT management solution, supporting end-users, business services, and support partners. Utilizing the complete integrated solution, help desk/call center, monitoring, problem resolution and reporting, provides enterprises with unparalleled visibility into the status of their infrastructure. This results in higher first call resolution, proactive problem resolution, improved customer satisfaction and lower infrastructure support costs.

Benefits

  • Day-to-day Support Center management
  • Implementation and monitoring of support processes
  • Meet defined customer satisfaction goals
  • Management of interface to both users and escalation partners
  • Service level management
  • Project status and performance reporting
  • Service level metrics
  • Monthly and Quarterly status reviews
  • Coordination of tools/technology implementation
  • Staff management (sizing and training)
  • Case coordination and follow up with escalation partners
  • User communications and follow-up
  • User satisfaction process management and reporting
  • Root/cause analysis and reporting
  • Call avoidance recommendations

Managed Services Delivery Platform

Fusion Layer is Future Technologies' proprietary XML-based automation, integration and workflow engine providing organizations with a new level of flexibility, scalability and reliability in managing the application infrastructure.

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