• Alcobendas | Madrid
  • Avenida de la Industria | 28108
  • info@mainit.es
  • +34 91 168 17 26

MANAGED SERVICES

​Main IT has a Managed Services center adapted to the best ITIL practices with the following characteristics and improvements:

  • 24×7 services 365 days a year.
  • Independent management of each client through advanced telephony services.
  • Ticket traceability tools,updated and with free access to each client in a particularized way.
  • Automated dashboards and reports with customizable KPIs

SERVICES AND REACH

Infrastructure management services are categorized by levels or type of services taking into account the scope of the contracted services.

Each service is modular and customizable according to each need and criticality. It offers:

HELPDESK OF DIFFERENT LEVELS:

The Help Desk or CAU service is the first point of contact and service attention. The main operation is the reception and registration of any query or incident by the user. From there, it will act based on the defined service:

  • SPOC: Single Point of Contact or Single point of contact
  • Possibility of management of first and second level care in different SLA’s
  • Monitoring
  • Dedicated Service Desk tools based on ITIL best practices.
  • Management and traceability of tickets
  • Reports and immediate reports
  • VPN and dedicated ADC.
  • CMDB

OPERATIONS CENTER

From the Operations Center, monitoring, warning and action tasks are managed, if necessary. The service is customizable based on the definition of the service and its SLA’s and offers the following services:

  • Remote support
  • Analysis problems
  • Management of technical resources.
  • On-site management information. Associated with on-site maintenance
  • Stock control
  • Supervision alignment service
  • Incident or problem life cycle