Managed IT Services
Our Service Mission
We deliver the following benefits to clients through our Business Optimised Architecture model:
- Strategic targeting of IT expenditure to deliver the highest value ROI
- Maximum utilisation of IT infrastructure and assets to harness the full technical potential
- Accessible and comprehensive compliance and reporting to ensure alignment to business targets
- Strategic technical roadmaps focussed to deliver innovation and retain modern ecosystem
- Delivery of expert technical resource capable of providing fully comprehensive IT support function
- Connection of client technology and ecosystem design with people and processes to help achieve technical excellence
Our Service Desk
Our dedicated team of highly skilled IT specialists have a wealth of experience and knowledge in technologies including User/Endpoint Management, Server/Network Infrastructure, Virtualisation, Cloud, Hyper-convergence, Active Directory, Cybersecurity, Connectivity, Telephony, Backup Maintenance & Disaster Recovery and Line of Business applications plus many more.
Our standard operating hours are 09:00 to 17:30 however we provide additional extended hours support coverage for clients who require wider support hours (up to 24×7) based on requirements. We provision access to a Client Web Portal for transparency and visibility for our clients their ticket estates.
Clients are provided with clear communication and escalation contacts and quarterly account review meetings allow for regular service review and IT strategy planning.
Our Service Level Agreements
We operate an ITIL-based Service Delivery framework powered through an industry leading Service Desk platform (ConnectWise) which enables us to provide our user base with the highest possible level of support and service that adheres to the following Service Level Agreement targets:
|Category||Definition||Resolution Target||KPI Target|
|P1||Total outage to a service affecting all users||< 4 hours||100% within RT|
|P2||Partial outage to a service or slow performance (> 50% users affected)||< 10 hours||100% within RT|
|P3||Single user unable to access a service with no workaround||< 2 working days||75% within RT|
Fully Comprehensive, 3rd Line or Complimentary IT Support Options
We realise that all businesses are different with a unique set of requirements and challenges. With a wealth of experience ranging from managing the end-to-end support for some clients through to seamlessly extending the existing on-premise and/or 3rd party IT resource in other cases, we are highly capable of helping drive the delivery of the bespoke IT & Operational Service Levels suitable for your business.
We understand that a successful IT Service outcome is directly dependant on the quality of service provided by each party involved. As such, we utilise formal Operational-Level Agreements (OLA) to clearly define our roles, responsibilities and expectations which should be viewed in conjunction with OLAs for each other party who will be providing an element of the overall IT support service.
These OLAs not only dictate the processes and procedures each provider will adhere to, but also the Service Level Agreements targets expected for each party. In addition, these OLAs determine the level of access and authorisation we require to perform the necessary functions without compromising our own Service Level Agreement targets.
We believe communication and collaboration is essential to provide the level of service we expect. As such, we will engage directly with your internal and 3rd party resources as necessary and can also manage the overall IT function for your business should this be required.
Our onboarding process includes engagement with each party/resource to ensure management of combined expectations over how the service will be delivered and each party will communicate.
We promote the use of our industry-leading Service Desk Platform (ConnectWise) by internal/3rd party parties to ensure a unified Ticket Management platform and approach is in place. As such, we can provide access to our platform to achieve effective ticket collaboration, efficiency of ticket handling and central visibility across tickets with reporting and compliance capabilities.
Our engineers utilise an artillery of powerful support tools that enable us to monitor endpoints and networks 24×7 proactively and respond efficiently and effectively to incidents and requests.
Security is at the forefront of our minds. Access to infrastructure and endpoints is tightly controlled and we operate an IPSEC VPN with minimum AES 256-bit encryption. All access is subject to (one-time-passcode) token-based 2-factor authentication with auditability and authentication mechanisms in place and regularly monitored.
We provide IT support to a range of businesses with the inclusion of high-profile clients such as BBC Studioworks, Orange Brand Services, multiple global pharmaceuticals and Capita Specialist Insurance Services. Our support services cover an extensive estate of users, endpoints and server/network infrastructure across multiple global locations.
Signal IT Solutions boasts a range of certifications and specialisms including ISO9001 (2015 version), Cyber Essentials. Partner Status (Cisco/Fortinet/Microsoft/Ruckus/ESET/Juniper), CREST, Certified Ethical Hacking, OWASP, PRINCE2
Our Service Delivery Management Approach
At Signal IT Solutions, we focus on understanding the parameters and responsibilities when managing networks on behalf of our Clients.
We believe that a clear concise (documented) understanding is key to agreeing what our responsibilities are when managing your network. This onboarding identification process may also identify some areas of responsibilities that you, the Client, owns or where key responsibilities and ownership is shared – potentially with other third parties.
During the onboarding of our Clients, we pull together a comprehensive document called a Service Catalogue. This document identifies key areas of what will be supported within a Clients environment and the method employed to support the environment(s) from a technical and service management perspective.
Talk to us to find out what we can do for you.