Wavex IT Management Matrix - Managed Services |
Support Levels |
Scope of Responsibilities |
Function overview |
Wavex Solutions |
Level 3
Consultancy and Planning |
IT Strategy, Policy Management and Budgeting |
• High level planning, business focused
• Management, controls and security
• Financial planning and prioritisation |
• Consultancy services - Business oriented needs assessment
• Current infrastructure assessment - Critical Systems Maintenance Review
• Periodic review meetings with business management to assess IT needs and suitability of infrastructure to meet business drivers |
Level 2
Senior Network Administration |
Infrastructure Management |
• Implementation of IT strategy
• Project management
• Responsibility for service levels and delivery of functionality of systems according to business needs and budget
• Third party ICT supplier management
• Data integrity and accessibility (back-ups, file structure management)
• Network access and remote access services |
• Wavex Dedicated Tier 2 engineer or Senior Administrator on site - full or part time depending on day to day needs
• Wavex support for in-house Tier 1 support if required
• Infrastructure maintenance on pre-defined scheduled maintenance supported by on-site support when required |
Level 1
User Support |
Day to Day IT Support Services |
• Day to day support (user queries and infrastructure support)
• Proactive monitoring and maintenance
• Policy enforcement and monitoring
• |
• Operation of a helpdesk for telephone and remote Tier 1 support (user support, day to day trouble shooting)
• Proactive and Reactive monitoring solutions for servers and connectivity
• Wavex Dedicated Tier 1 engineer or desktop support administrator
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