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Infrastructure

Infrastructure

Systems

Injazat’s Infrastructure System offering works seamlessly to provide consistent, reliable and more performant services to our clients.

Server Management Services

We can provide an integrated set of Server Management processes, either based at our Tier IV Data Center, or at the Client Data Center. This service includes monitoring, management, evaluating, and reviewing the server environment across the following service elements:

  • Server Operating Systems Monitoring and Patch Management: Monitor from a single console services availability, servers and application performance, and critical alerts. Availability monitoring, Performance monitoring, Automated Alerts and Notifications, Patch Management.
  • Active Directory & Domain: OU (Organisation Unit) management; GPO (Group Policy) management; DNS management; Authentication management; Trust relationship management.
  • Enterprise Messaging: User mailbox management; User quota management; Database availability; Mail flow tracker; Apply rules and policies to messaging.
  • Directory and Print: Configuration of local and network printers; Configuration of file shares with restriction to specific folders and users; Provide a redundant replication of files from site to site.
  • Antivirus: Antivirus agent installation; Fine-tuning and updates; Exclusion of scanning critical databases folders to avoid impact on performance.
  • Incident and Fault Management:
    • Fast resolution of unplanned interruptions to, or reduction in quality of, an IT service.
    • Non-critical failures also managed as incidents, such as failure of one disk from a mirror set.
    • All user requests or auto-generated tickets logged with the Service Desk are resolved according to agreed SLAs.
    • Active ticket/case management until resolution and closure.
    • Escalation to third party vendors when required.
    • Root cause analysis to uncover underlying issues and prevent recurrence.

Server Management Services – Supported Technologies

  • Operating System: Windows, Linux (RedHat, Oracle & SuSE), HP-UX & Oracle Solaris
  • High Availability: Windows Cluster Services; Veritas Infoscale Availability; HP Service Guard [SGLX] on Linux & HP Service Guard on HPUX; Oracle Solaris Cluster; RedHat Cluster Suite
  • Disaster Recovery: HP Metro Cluster for Site to Site Recovery
  • Virtualization: VMWare Environment; Oracle VM Manager                   

Data Backup & Recovery

Aligning to business needs, our Backup & Recovery service provides round the clock coverage for effective delivery and monitoring, in a secure and resilient Tier IV Data Center.

Working together with our Server and Application Management capabilities, and governed by stringent operational policies and procedures, we ensure critical business data is stored appropriately and recoverable on demand, as needed by the business in case of data loss.

We have assembled technology from the world’s leading vendors in the backup space, including EMC NetwWorker, Avamar, Veeam and Commvault. 

Our Backup & Recovery offering covers the following service areas:

  • Backup services for critical data (Exchange, SAP, Oracle, SQL etc.)
  • Dedicated staff providing 24x7 coverage for all backups.
  • Support various tape libraries including HP, Quantum’s, etc.
  • Secured location for tapes inside the Tier IV Data Center.
  • Off-siting facility with data encryption.
  • Disaster Recovery services for critical backups.
  • Providing 24x7 restores for the services in the backups.
  • Duplication.

Storage Management

Storage Management provides a healthy, redundant and resilient backend, through consistent maintenance and proactive monitoring.

Our dedicated team of storage management professionals ensures optimum delivery of storage services, governed by operational policies and procedures and driven by industry best practices.

Service elements provided under this service are as follows:

  • Provisioning and allocation of the required storage.
  • Storage availability monitoring and management.
  • Storage administration to manage routine and planned storage management tasks, including activities such as request fulfillment, change management, routine health check and performance analysis.
  • Plan and execute firmware/software upgrades on the Managed Storage Service platform.
  • Implement security practices, such as logical unit masking, preventing unauthorized storage access from an unauthorized server.

Network Operations

Underpinning any Digital Transformation plan, behind any growth in Digital Maturity, lays an organisation’s network. Without a robust and efficient network architecture, an enterprise’s IT systems cannot function – and so, increasingly, the enterprise as a whole cannot function.

Whatever the size and complexity of an organisation’s networking requirements, Injazat can take on management of this infrastructure. As one of the leading IT service providers in the Middle East, we have the knowledge and capability to provision even the most complex network environment, improving on service levels that are possible from in-house teams, aligned with business objectives – and providing value for money.

Injazat’s Network Operations Center (NOC) provides a vantage point over all our operations, where our specialized teams of network engineers use state-of-the-art monitoring tools to supervise and maintain our services 24x7, and ensure our clients’ networks are operating at peak efficiency.

Our Services

  • Managed Router Services: Without a robust connection to the outside world, an enterprise cannot function. Injazat can manage the provisioning and maintenance of a Wide Area Network (WAN), ensuring maximum uptime and resilience for connections between sites and to the wider internet.
  • Managed LAN Service: End network downtime, IP address conflicts and poor performance. Injazat can ensure an organisation’s Local Area Network (LAN) operates at peak efficiency, while remaining secure from intrusion.
  • Managed Wireless LAN Services: Wireless networking is now essential to allow access to portable devices and visitors – but providing effective coverage, high speeds and a secure environment is a challenge. Injazat can make sure wireless coverage is consistent and secure at all times.
  • Managed IP Communication Services: Modern Internet Protocol (IP) telephony has simplified communications in many ways, but also requires careful management – and IP video-conferencing adds another level of complexity and demand to network operations. Injazat can ensure an organisation is able to keep talking.
  • Managed Load Balancer Services: For all organisations, but especially those with public-facing servers such as e-commerce or e-government providers, load balancing is essential to ensure continuity of service, and a smooth experience for users. Injazat can take on the task of maintaining and monitoring load balancer operations, making sure they do not become a single point of failure.
  • Network Operation Center Services: With many organisations’ networks now an absolutely critical element of their business infrastructure, they require nothing less than full oversight at all times, and the ability to detect, identify and resolve problems instantly through a NOC. Injazat can provision the NOC with the tools and staff needed to keep the network running smoothly 24x7.

Service Desk and Field Support

A dedicated ICT service desk can be considerable an asset to modern enterprises. Available 24x7, they act as a single point of contact for employees needing help with technical issues. Problems can be fixed more quickly, and employees back to work faster than under an ad-hoc service system – which can also take valuable time from core IT department assets.

But managing a service desk in-house can take considerable resources. In addition to all the normal expenses of a department, service desk operators must receive continual training to keep their knowledge set up to date.

In contrast, an outsourced ICT service desk can be the best of all worlds for many organisations. At Injazat, we ensure our agents are kept up to date on developments with required applications, and are regularly certified on various technology vendors and platforms.

 

Injazat ICT Service Desk provides eight primary functions that give business users easy access and quick resolutions:

  1. Single point of contact: Your employees can report IT problems affecting their ability to work to a single entity, rather than having to track down an IT staff member.
  2. Multiple choice of access: Users can gain access to the helpdesk by whatever method is best for them, such as telephone, email, self-service, online web chat or automated event alerts.
  3. Maximum availability: Our ICT service desk is always available to users – 24 hours per day, 365 days per year.
  4. Wide scope of services: The service desk can support a range of different IT environments, from end-user computing to standard and custom applications and infrastructure.
  5. Remote problem resolution: Through advanced remote-access technology, we have the ability to monitor and take control of a user device to identify and fix problems remotely.
  6. Incident ownership to resolution: All service desk cases are logged through to resolution via Lifecycle Incident Management, providing a record of all actions taken.
  7. Performance monitoring and data: Injazat provides regular detailed service reports, detailing the service desk’s performance, as well as trends with issues – all of which can be used for oversight of the service desk, and feedback for the IT department.
  8. Building and applying knowledge: Over time the service desk will develop a bespoke Knowledge Database, to capture known and common issues affecting an organisation’s users, enabling them to solve problems faster, and without contacting the service desk.

To the end-user reporting a problem, interaction with an external service desk is seamless and instantaneous. Outsourcing enables your organisation to shift its ICT investment model from one based on large capital expenditures to one based on more predictable operating expenditures (OPEX). 

Delivering excellence and continuous quality improvement, the four key objectives of Injazat ICT service desk are:

  1. Service quality: To provide a high quality and effectively managed service desk that adds real business value, through speedy response and resolution to users’ IT and business process issues.
  2. Improvement: To drive improvements that deliver higher service levels and speed of resolution to users, increasing client satisfaction and business efficiency. Our aim is to deliver customer service excellence using the Continuous Service Improvement Process (CSIP).
  3. Quality Accreditation: To achieve relevant industry certification, demonstrating service processes, quality of services and value added to the business.
  4. Innovation: To maintain up to date knowledge and understanding of new technologies, tools and methods that enable service desk services to be smarter, better and more efficient. 

If this is not your core business, it makes sense to strategically outsource to an experienced service provider.

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