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Remote IT Infrastructure Management & Support:

Alcove’s approach to RIM:
Businesses today face a considerable challenge to effectively optimize their IT infrastructure and related operations and deliver ever-improving service levels to meet and exceed the expectations of their business-users without compromising on quality and security.

As enterprises scale their IT infrastructure to support business growth, managing global networks, databases and applications becomes a herculean task which can overwhelm internal resources. At Alcove, we feel, RIM as a collaborative sourcing which provides delivery of Technology Services in a global delivery model, providing organizations more flexibility and control over their IT infrastructures at lower costs and higher quality.

Remote Infrastructure Management (RIM) at one level is an alternative to existing sourcing models of Infrastructure Management Services. RIM services consist of remote (outside the physical premises of a company’s facilities) monitoring and managing the infrastructure components and taking proactive steps and remedial actions across the IT landscape. The diagram below Alcove’s understanding of IT Infrastructure challenges and the solutions.

Alcove’s RIM Service Offerings:
In Alcove provides automated, continuous, 24x7 availability and performance monitoring of the client’s environment. Features of our Remote monitoring services are;

  • IT components and transactions for specific events, threshold violations and errors/faults, based on pre-defined metrics.
  • Our remote monitoring service automatically notifies the customer or designated service provider when events defined by the customer are detected.
  • Our clients have the option of choosing how problems are resolved and who is responsible for solving them.
  • Notification includes an escalation and tracking process as determined by the client.
  • Alcove collects and stores up to twelve months of historical information to facilitate trend analysis and IT planning.
  • Our remote monitoring service helps to maximize performance, significantly enhance service levels and immediately reduce downtime.

Alcove’s RIM Services Expertise:
Our model is based on a collaborative approach to outsourcing by defining it as an activity of partnership between the client and the service provider where the client retains the strategic portion of the operations like technology refresh, policy definition and architecture issues, control of strategy enunciation etc. and the service provider takes over the day to day running of operations and other areas as defined by the client.

Alcove’s Integrated Service operations:

  • A 360 degree view into the Application Landscape: It takes into account all the primary components of the applications landscape – End User, Business Applications and IT Infrastructure
  • A Real time 24X7 Service Experience: Business Applications increasingly need to support businesses in real time and 24x7 monitoring brings real time service experience
  • Tool Based Solution: We have a vast and proven expertise in designing Best of Suite Tooling Solutions, and leveraging the same to provide our clients
  • Optimization: Alcove has a dedicated Service Automation Practice working closely with clients and the operations groups to identify opportunities for and subsequently implement service automation tools and processes
  • Process Alignment to ITIL and ASL: We strive to align our services with these industry led standards to provide our clients with process compliance and the resultant efficiency benefits

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