MANAGED SERVICES

Managed Services at MCube Consulting refers to outsourcing the responsibility for maintaining and managing your Oracle ERP applications, and services of a company to us as a third-party Managed Service Provider (MSP). Here's an overview of the principles and approach of our Managed Services competency :

Service Delivery Principles

Define and agree on the scope of services to be delivered, including the service level agreements (SLAs), metrics, and reporting requirements
Establish a single point of contact for service requests and incidents
Ensure that service requests and incidents are logged, tracked, and resolved within the agreed SLAs
Continuously review and improve the service delivery processes to optimize service quality and delivery efficiency

Service Desk Principles

Establish a 24/7 service desk staffed by certified and experienced technicians
Implement robust incident management, problem management, and change management processes to ensure that service requests and incidents are resolved promptly and effectively
Ensure that the service desk has access to the latest tools and technologies to support incident resolution and root cause analysis

Loading Phase

Implement proactive monitoring and management of the IT infrastructure, applications, and services to identify and resolve issues before they impact the business
Use advanced tools and technologies to monitor and manage the IT environment, including network and server monitoring, security monitoring, and application performance monitoring
Continuously review and optimize the monitoring and management processes to enhance the reliability and performance of the IT environment

Security Principles

Implement robust security measures to protect the IT environment from external and internal threats
Ensure that the security policies and procedures are regularly reviewed and updated to meet the latest industry standards and compliance requirements
Conduct regular security assessments and penetration testing to identify vulnerabilities and remediate them proactively

Reporting And Analytics Principles

Provide regular reports to the customer on the performance of the IT environment, including incident resolution times, availability, and performance metrics
Use analytics tools to analyze the performance data and identify trends and insights that can be used to optimize the IT environment further

The approach to Managed Services typically involves the following steps:

Initiation And Planning

Define the scope of services, establish the service delivery model, and develop the SLAs and reporting requirements

Transition

Migrate the IT environment from the customer's IT team to the Managed Service Provider's team

Operation

Provide the agreed services, monitor and manage the IT environment, and resolve service requests and incidents proactively

Continuous Improvement

Continuously review and improve the service delivery processes to optimize service quality and delivery efficiency, and implement best practices and emerging technologies to enhance the IT environment's reliability and performance.

Overall, the principles and approach of Managed Services at MCube are designed to provide a flexible and scalable IT support model that delivers high-quality services and helps businesses optimize their IT environment while reducing costs and improving efficiency.