ITIL based SAI Infrastructure support services provides complete outsourced maintenance
of SharePoint infrastructure and related technologies. SharePoint certified engineers
can help the companies with SharePoint administration using SAI monitoring tools
and ITIL recommended process. SAI promises that SharePoint solutions are always
available to users as requested in SLA.
SAI Maintenance Services Differentiators
- Proven expertise by certified SharePoint Engineers in
the design, deployment, and support of SharePoint infrastructure.
- ITIL based service processes, support methodologies,
and escalation policies, strictly adhering to the defined SLA.
- A global service delivery infrastructure and standardized
processes to ensure consistency of response and quality everywhere in the world.
SharePoint Support Overview
SAI Infrastructure group can provide both onsite and remote services in the following.
- Outsourced SharePoint Administration.
- Daily SharePoint maintenance tasks like backup and review
of logs for issues.
- SharePoint site provisioning based on business rules.
- Deploying Web Parts and Features across WFE.
- Manage and resolve SharePoint security issues.
- SharePoint end user help desk.
SAI Support Engagement Model
SAI infrastructure clients are assigned Infrastructure Account Manager (IAM). IAM
will provide a single point of contact between SAI Engineers and Client on all existing
and new support tickets. IAM will have a full technical understanding of client's
SharePoint infrastructure, farm configuration and server topology. Based on the
support services package, IAM will make customer visit four times per year to understand
and document the changes to the SharePoint infrastructure and planned improvements
in the server configuration.
Client's Infrastructure Account Manager (IAM) will provide SharePoint Business Services
Management (BSM) solutions to help clients reach their best practices objectives
and manage their SharePoint services from a business perspective. SAI Engagement
model is well equipped to make ITIL recommendations actionable in the areas of problem
management, availability management, capacity management, and service level management.
SAI's engagement also indirectly supports many other core ITIL functions by integrating
monitored production service with other management tools such as Service Desk, Configuration
Management Data Bank (CMDB), and Change Management Systems.
SAI SharePoint Support Services
SAI Infrastructure Consulting provides three types of ITIL recommended SharePoint
services.
1.
Outsourced SharePoint Maintenance
SAI will manage and provide full administration of the SharePoint infrastructure.
SAI Engineers will be available onsite and supported by our infrastructure group
at the remote location. The number of onsite and offsite engineers will be based
on SLA and current SharePoint infrastructure required to support.
2.
SAI Escalation and Task Specific Response
Clients can use SAI for help and resolution on issue based support model. SAI will
work and resolve the issues assigned by the client IT department and determine the
appropriate level of response. The resolution can be provided remotely or if client
visit is required for problem solving, on-site support can be provided.
3.
SAI SharePoint Monitoring Service
SAI will monitor SharePoint infrastructure using SAI SharePoint service monitoring
tool from our remote location. When an issue is identified or reported, the resolution
will be provided from our remote location or on-site, by visiting the client place
based on SLA. Monitoring service will lead to a decrease in user help desk calls
as it is a proactive solution.
SAI Infrastructure Support Framework
Support services are provided by integrated SAI support framework comprised of following
modules.
Help Desk
SAI Help Desk provides a single point of contact for the clients to request services
and report problems. Help desk handles tracking and escalation procedures. Planned
outages and new application release are notified through Help desk to person of
interest.
Incident Management
SAI IM is a reactive process following a report on an incident. Our engineers can
provide guidance on diagnostic and escalation procedures required to quickly restore
services. Incident Management is closely integrated with Help desk, Problem Management
and Change Management Process. Clients can contact Help desk to obtain the status
of the issue.
SAI Incident Management activities include the following:
- Prioritizing the issues reported against impact and urgency.
- Reported issues are matched against existing knowledge
base of SharePoint issues.
- Resolving the issues and escalating the incidents to
other teams at appropriate time to ensure timely resolution.
SAI uses Incident Management to provide the agreed SLA and improve user satisfaction.
SAI SharePoint monitoring tool and knowledge base of SharePoint issues build over
years of experience provides fast resolution of issues reported.
Problem Management
SAI team provides proactive resolutions in identifying issues and preventing future
incidents. Service issues handled by IM group are used as historical performance
data and analyzed for chronic performance, capacity and availability related problems.
Once identified, the PM team, working with applications and technical staff, can
devise corrective solutions, recommendation and if required plan the implementation,
track progress, and report results.
Configuration Management
Configuration information about SharePoint server farm like server topology, server
services to be managed, custom site templates, application supported and their business
contacts are available in Configuration Management (CM) application. CM is used
by SAI Engineers during Problem Management (PM) and also for capacity planning discussions.
CM helps support engineers to understand the relationship between various SharePoint
components available in the application and integrates with the SLA.
Change and Release Management (CR) process will update CM system as required.
Change and Release Management (CR)
Changes made to SharePoint infrastructure like adding and deploying new features
or deploying Site definitions are handled through Change Management. The process
identifies the dependencies (from CM) and calculates the risks of the dependencies.
Based on the risk level, different approval and deployment policies are implemented
as required by the business or SLA. The aim is to minimize the risk of the existing
infrastructure when new changes are introduced.
Release Management is for the introduction of major infrastructure changes, like
changing index rules or creating secondary SSP to improve the performances for geographically
distributed users. Release Management involves building of test environment to simulate
the production setup without incurring higher costs. This is followed by stress
and functional testing of business break point of SharePoint applications in the
current setup.
Related Customer Reference
SharePoint Infrastructure Management for GotchaGifts.sg
‘Gotcha gifts’ is an online sales portal with multiple product offerings like Flowers,
Music, Books and Wine. Different groups are responsible for each product life cycle,
starting from vendor identification, sampling, procurement and distribution to warehouse.
Collaboration with both internal and external vendors is important for smooth, efficient
tracking, and implementation of product life cycle process. Portal must be placed
in a DMZ to be accessed by external vendors. SharePoint Collaboration Portal built
on WSS 3.0 service provides the required functionality.
SAI Infrastructure group provided the complete outsourced infrastructure management
of 'Gotcha Gifts' SharePoint deployment. SLA requires the Portal be available 98%
of time during office hours and the same has been delivered for 'Gotcha Gifts. SAI
Engineers monitor the farm, provide daily SharePoint maintenance tasks, handle Help
desk calls from users and implement new feature deployment process. Since the application
is available on DMZ, the security and user request management (internal and external)
is to be handled effectively and SAI has provided the service required and requested.