|
IT Facilities Management Services offered by Pentalog High Tech: Rely on the East-West team!
|
| |
More and more companies entrust service providers with the
management of a part or the
whole of their information system.
Pentalog High Tech not only offers its customers the
possibility to transfer a part or their whole information
system, but rather the opportunity of developing a
real partnership. |
| |
| »
Facilities Management: our definition |
 |
|
IT facilities management means
delegating responsibilities
to a service provider for a certain period of time,
expecting a high commitment to service quality.
Pentalog High Tech offers
different types of high added value services:
- system
and network management
-
software management
|
|
Pentalog
High Tech provides on-site
as well as remote
facilities management services:
»
Infrastructure facilities management
»
Third-party maintenance (TPM)
»
Third-party production (TPP)
»
Third-party validation (TPV)
|
|
| -
Remote Administration and Operation services:
|
|
- Administration,
installation of all network and telecommunication
resources, databases, user workstations.
-
Exploitation and follow-up of applications.
- Software
maintenance service.
|
These
remote services are managed from our technical
centre in Bucharest, Romania.
Availability, security and flexibility are the keynotes
of its policy. |
| |
| -
On-site service (on the customer’s premises): |
|
| In
Western Europe
we can offer a complete range of complementary site
interventions across various countries. |
|
| This
service pools the administration, management and
maintenance of the material infrastructures, system,
network and telecommunication resources on all micro
and UNIX platforms, security, backup, storage, helpdesk. |
| |
| »
What Clients/Partners want: |
-
Boost their return on investment
-
Concentrate on their core business and invest
in other functions (new projects, R&D, sales)
-
Have access to external high level competences
(staff being continually trained on new technologies)
-
Get propositions of architecture evolution
- Save
time and improve productivity
-
Increase responsiveness in incident management
-
Benefit from a clear contractual framework
-
Access to operational best practice that would be too
difficult or time consuming to develop in-house
-
Improve quality and cost – savings.
-
Confidence relationship
-
Contractual service
-
Larger intervention time slots
|
| »
Experience in information systems:
|
|
Pentalog High Tech has over 15
years experience in the field of customer information
systems
(network architecture and applications). |
|
| -
Description of our offices: |
Pentalog High Tech has 8 technical sites:
• 1 technical center in France (headquarters)
• 1 local sales office in Germany (Frankfurt)
• 1 technical center in Romania
• 5 offshoring offices in Romania (Brasov,
Bucarest, Sibiu; Iasi) and Moldova (Chisinau)
The combination of client proximity and cost-effectiveness
(offshore centers) allows us to provide the best possible service quality. |
|
| -
Network architecture: |
|
We provide facilities management services to the following
customers: Lexmark, Ordilyon, Valeo, Beerang, ATB SELNI, the
French Ministry of Transport, Orléans Technopole, Lowendal Group...
|
|
| -
Applications : |
|
We also provide offshore/nearshore services for the development
of applications for clients such as Cerib, the French Standardization
Institute, Sipcam Phyteurop, Arvalis, Michelin, France Telecom...
|
|
|
Our secured hosting platform and our information system
are supervised by our office in Bucharest.
|
| |
| »
Service (remote or on-site): |
|
Pentalog High Tech’s IT facilities management offer is based on
4
levels:
|
| -
Level 0: incident collection and dispatch |
Requests and incidents are reported in the incident monitoring tool.
A ticket number is allocated to each new entry in order to ensure better
follow-up.
Each incident is then assigned to a team member to be processed. Every
change linked to an incident is historized: allocation, follow-up notes, ...
|
|
| -
Level 1: Supervision / Setting up and exploitation
|
|
Supervision consists in the follow-up of the supervision tool and
programmed logs reading in the system.
The aim is to detect incidents and
describe them in the management tool (category, criticity, transfer to
another level). This supervision can lead to the execution of simple
procedures such as account creation, resolution of known incidents. The
simple procedures have to be defined with the client.
|
|
 |
|
|
| -
Level 2: Administration / Support |
|
Administration consists in analyzing and resolving unknown incidents
(not managed on the supervision level), writing simple and complex
procedures resulting from this resolution (when possible) and apply them
if need be. Support corresponds to parameterizing services and
installation as well as migration tasks.
|
|
| -
Level 3: Expert |
|
At this level, operators are in charge of resolving incidents that cannot be
processed at the lower levels. They also carry out audits, studies and
consulting missions.
|
| |
| »
Service Organisation: |
|
Our offer is subject to a Service Level Agreement (SLA) defining
the conditions the provider has to comply with, and the expected
level of service quality.
|
|
| 1.
Preparation phase |
 |
-
Describing the situation
-
Defining the scope of services offered
-
Capturing essential knowledge (documentation, test environment...)
-
Retrofitting (material, software, human resources)
-
Describing the teams and their duties for the client and the service provider (who does what)
-
Defining functional procedures
- Scheduling
-
Delivering a Quality Assurance Plan
-
Setting up the necessary technical infrastructure
-
Setting up management tools (Wiki, incident management,
time management…)
|
| 2.
Escalation phase |
-
Infrastructure: what resources have to evolve?
-
Training (service provider’s or client’s staff)
-
Finalization of documents (SLA, Quality Asurance Plan)
-
Activity / Service transfer to the Pentalog team
-
Setting-up reporting (SLA indocators)
|
|
| 3.
Operational Phase |
This phase allows the industrialization and the improvement
of the activities. The tasks are automated and rationalized.
New activities and new services will be added during this phase.
Each change is subject to an amendment made to the contract, the SLA , the QAP.
Follow-up is done using the indicators and reporting tools. |
| |
| 4.
Reversibility phase |
|
It refers to the transfer of the client’s maintenance to a
third-party organization. This phase is launched 4 months
after the client’s request to stop the services.
This optional phase consists in transferring the necessary
knowledge (documents, procedures …) to a new team who is
going to take over the maintenance.
|
|
|
| -
Project management |
|
A monthly follow-up meeting is held for operational issues
and a quarterly-one to handle strategy and organisation matters.
|
|
|
| -
Tools |
| The
client has access to e-Pole
(e-Project On LinE), an online
project management software giving
remote access to all the key information related
to the service: |
-
Incident follow-up
-
Directory of actors involved in the project
-
Source version (if necessary)
-
Planning tool
-
Activity reports
-
Bills
|
| »
Example of services offered |
|
Services |
level
0 |
level
1 |
level
2 |
level
3 |
|
User hotLine (incident collection) |
X |
|
|
|
|
IT service support |
X |
|
X |
X |
|
User computing equipment |
X |
X |
X |
X |
|
Infrastructure supervision |
|
X |
X |
|
|
Core infrastructure (networks - servers) |
|
X |
X |
X |
|
Messaging system administration |
|
|
X |
X |
|
Maintenance and operation services |
X |
X |
X |
X |
|
Web hosting services |
|
X |
X |
X |
|
| |
| »
Definition
of guarantees: |
| Intervention
guarantees
have to be precisely
defined in the contract. |
|
-
Flexible response time
-
On call duty: the client’s phone call
activates the interventions
-
Contractual framework (fixed price or staffing)
-
Technical means used
The
supervision
carried out by our team covers the clients’
business hours.
According to the criticity level, the supervision
can also operate 24
hours a day 7 days a week via
a person alert system
(through SMS, e-mail or phone)
and an incident
management system.
On call duty ensures
service continuity (remote or onsite interventions).
|
| |
| »
Technical
resources: |
|
-
Network and Internet acess:
Pentalog’s network relies on a redundant architecture
organized around a datacenter (2x100 Mbps) with the
usual protection and high security standards: temperature,
hygrometry, fire, access control.
To ensure continuity, the network equipment is systematically redundant.
The Data Center is directly connected to the operators’ xDSL
gates in order to benefit from a direct interconnexion with
the client and thus ensure secure data exchange.
Our offshore offices have a redundant access with 2 or even 3 operators. |
|
-
Hosting:
Our blade-center hosting platform relies on Linux or Windows servers.
Backups: copies on a second Pentalog site. |
|
-
VoIP:
Between our French and Romanian offices we communicate
via IP, and can integrate the client to
this VoIP network via a dedicated line or soft phone. |
|
-
Communication:
For direct communication we use the telephone, instant messaging
(a privileged access is possible for the client) e-mails, and
audio-video conference tools. |
|
| |
| »
Rates: |
|
|
We offer customized solutions adapted to clients’
deadline and responsiveness constraints. |
|
| Please, do
not hesitate to contact us for a free quotation:
Phone:
+33 2 38 25 30 30
e-mail:
ht_en@pentalog.com
|
| |
| »
Case study: Lowendal Group |
Since
August 2004
Mission:
Remote
supervision of the IT system of Lowendal Group and support.
Technical
environment:
Windows 2000 Server and Professional
Involved
staff:
Alex
F., Catalin
C., Aymeric
L. (check their CVs) |
|
Since
August 2004, Pentalog High Tech has taken over the
management of the system, network and software
of Lowendal Group, the European leader in the field
of physical inventory and asset management.
This contract is particularly interesting since
it is based upon Pentalog High Tech’s remote
maintenance service team in Romania. It includes the
administration of the production web servers (Unix),
of the local servers (Windows) on the company’s
headquarters, database administration (MySQL), the operative maintenance of ASP and PDA
applications (Windows CE), the management and administration
of the fleet (several tens). |
| The
users of Lowendal Group notify the incidents per email.
According to the type of incident and the description
of the problem, the intervention will be carried out
either in a remote mode or directly on the company’s
premises. |
