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Fully Managed Services

Fully Managed IT Services

TDS Fully Managed Services can provide the peace of mind you need by ensuring that experienced on-shore resources are managing your IT environment, reducing risk and providing comprehensive insight into your IT operating environment.  We can provide 24x7x365 monitoring and remediation for all your IT systems and provide visibility into the end-to-end application environment including applications, servers, storage and networks to quickly detect and diagnose the root cause issues that affect service availability.

TDS consultants have the technical expertise (and the vendor certifications to prove it) to provide all levels of support to your organization.  Perhaps you only need an escalation path for Level 2 or Level 3 support issues, or maybe you want us to take on the entire support burden.  Whatever your organization needs, TDS can create a fully customized package of services to meet your needs.

24x7 Monitoring and Alerting

Your data centers are the lifeblood of your company – their reliable, efficient operation is essential to your business.  TDS can provide 24x7x365 onshore support for all or part of your IT infrastructure or we can back up your internal staff after normal business hours or provide coverage for remote locations.   TDS Monitoring Services assure end-to-end application availability, and the custom dashboards built for each client give you the insight to ensure that the applications, devices, and infrastructure critical to your success are online.

Remote Monitoring & Management: Servers, Applications & Network

Utilizing an optimized mix of best-of-breed remote monitoring and management (RMM) tools TDS automates and monitors routine IT service activities, leading to a dramatic increase in efficiency.  TDS tools connect to a broad range of devices including:

  • Windows servers and workstations
  • Linux, Mac OS X and other server and desktop operating systems
  • Routers, switches and other network equipment
  • Firewalls, security devices and anti-malware appliances and applications

TDS tools provide real-time visibility into the end-to-end application environment including applications, servers, virtualization, storage and network to quickly detect and diagnose the root cause issues that affect service delivery.  And, every client has their own customized, secure portal for full access to all the information and reporting for their environment.

Asset management

Effective asset management provides improved corporate transparency and governance, reduces the cost of support, increases network security and improves budget and upgrade planning.  Along with asset discovery, TDS tools provide comprehensive asset reporting including hardware inventory reports, detailed asset reports, patch levels, security status and software inventory reports.

Reporting

Operational reports are available on-line and will be reviewed with you on a routine basis.  Information contained in the reports includes items such as application availability, performance metrics, resource utilization, infrastructure statistics, service level analysis and risk analysis.

Technical Support

Incident Management

The primary objective of incident management services is to resume the regular state of operations as quickly as possible and to minimize the impact of IT issues on your organization's business.

Typically, TDS provides our clients with 24/7/365 Level 1 support on an SLA basis.  Incident response is managed according to predefined procedures with appropriate escalation to you and to higher-level TDS support personnel.  Client personnel always have access to TDS Service Engineers via telephone and through an online ticketing portal. TDS Service Engineers assist in identifying and, where possible, repairing problems.  In the event that the problem cannot be resolved via Level 1 support, the Service Engineer escalates the issue to a Level 2 or Level 3 TDS Support Engineer.  TDS provides Level 2 and 3 support services as a remediation path for more complex issues related to systems, networks, storage, databases and more.

Online Ticketing Portal

TDS provides an online Ticketing Portal as a fast, secure and convenient way to submit and access your ticket information online. You can use the portal to open a new ticket, make updates to an existing ticket, add attachments, find specific information about an incident and keep apprised of the progress of incident resolution.

Remote Control Support

TDS delivers integrated remote control support to securely connect to a wide range of remote devices, anytime, anywhere. Using innovative technology, TDS can connect to devices located anywhere on the Internet without compromising security and without requiring a public IP address. Our technicians can take control of virtually any device and start troubleshooting and fixing issues immediately – all done securely through a single Web-based management console.

Change Management

TDS responds to both proactive and reactive change requests from your business. Changes to your computing environment are managed with formal control processes that insure that exposure to risks is minimized, the impact of potential service interruption is limited, and the change is implemented successfully on the first attempt. All environment changes are recorded, assessed, prioritized, planned, tested, implemented and documented.

Problem Management

The primary objective of the TDS problem management process is to prevent problems and incidents, eliminate repeating incidents, and minimize the impact of incidents that cannot be prevented.

As part of this service, TDS consultants work to diagnose the root cause of incidents to find permanent solutions, and then insure the solution is implemented through the correct control procedures such as change and release management.

Proactive Operations

In order to deliver IT services in a cost-effective manner, while maintaining required service levels, IT  must adopt a proactive approach to managing the complex and highly dynamic data center. By gathering and analyzing data, and monitoring the development of trends, you can more effectively make both short-term and long term decisions about your IT environment. Acting more proactively requires the ability to anticipate problems based on observed conditions and to take action to prevent those problems.

  • TDS provides proactive services such as:
  • Data collection through monitoring
  • Device and application log file analysis
  • Infrastructure trend report review
  • Capacity planning
  • Patch management
  • Threat prevention

Patch Management

TDS automated Patch Management with centralized reporting simplifies the complex and costly process of managing and distributing patches. With our integrated solution, you get the best of both worlds – a centralized, Web-based patch monitoring, distribution and reporting system with the ability to manage patches across all locations and end-users on the network.