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ConvergeOne Infrastructure Management Services (IMS) Service Guide

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INFRASTRUCTURE MANAGEMENT SERVICES | SERVICE GUIDE convergeone.com ConvergeOne Infrastructure Management Services (IMS) ConvergeOne Infrastructure Management Services (IMS), available in Foundation and Premier offerings, allows you the flexibility to choose how to manage your infrastructure based on your managed service and support needs. Both Foundation and Premier offerings include a suite of ITIL-based best practices, delivered remotely by highly skilled service engineers from our three Customer Success Centers (CSCs). Foundation is designed to provide infrastructure monitoring and advisory services to your internal IT organization while Premier offers a full infrastructure management experience. These services can be applied to support either, or both, of your enterprise network or data center infrastructures. Foundation Offering Service Descriptions OnGuard is ConvergeOne's proprietary AIOps service delivery automation platform that provides automated incident management and resolution. AI Bots proactively identify potential issues and root causes and applies machine learning and analytics to identify actions that maximize uptime and performance. With OnGuard dashboards, you have visibility into your infrastructure, automation outcomes, and support services. OnGuard focuses on actionable information, not data for data sake. Proactive Monitoring uses OnGuard and additional tools to monitor your infrastructure environment remotely, 24X7X365, performing event correlation and submitting alarms to our Customer Success Center (CSC). We use an automated ticketing system integrated with our monitoring systems. Through our portals, you have visibility to the state of your infrastructure, automated actions, and events identified in this workflow. All alarms are addressed through our incident management process. Service Desk handles all service requests including those transferred from your end-user help desk, automated monitoring alarms and events, trouble tickets, etc. Service Desk engineers assess these, classify and route them to appropriate support groups. They manage ticket process from identification through closure, update status, and provide reporting. Incident Management provides lifecycle management of incidents 24x7x365, including escalation management, to ensure service objectives are achieved. ConvergeOne engineers remotely isolate and troubleshoot incidents identified through proactive monitoring or customer notifications. ConvergeOne creates incident tickets, filters out false positives, prioritizes based on severity, investigates, diagnoses, assigns personnel to troubleshoot, and resolves the incident. There is an integrated Incident Management workflow with Alert Logic regarding any security incidents.

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