Proactive IT Management
Our core business is supporting your IT systems.
Our clients demand, and we deliver, a reliable, effective and quick response to their issues. Every business is different and therefore your requirements will be different from our existing clients. We do not burden you with a standard offering that only meets some of your needs. We have no points system where you cannot budget your costs nor do we have a bronze, silver or gold level of service. Every client has a level of service that is designed to meet their exact requirements with flexibility to change as you change.
Our support is delivered by trained engineers by telephone, remote access and on site. Support is available on a 24/7 basis.
Our Network Operations Centre ( NOC ) is manned 24/7 and has over 400 engineers. We monitor our clients systems 24 hours a day, 7 days a week and react to your problems before you even know they exist!
How OCM do IT ?
How we do IT ? A very broad question indeed.
Engineering
Every client has a dedicated lead engineer. When we come to your site it will usually be this dedicated engineer. Sometimes it is one of our specialist engineers eg a VoiP specialist depending on the reason for the visit. OCM have helpdesk, onsite, and specialist engineering teams.
Network Operations Centre ( NOC )
Our NOC is staffed by 600 IT professionals 24 hours a days, every day. The NOC utilises our monitoring/alerting /patch management /backup platforms to ensure the smooth operation of our clients infrastructure.
We can offer 24 hour support to critical systems such as servers
Technology
We use technology, lots of IT.
OCM have an advanced IT automation platform that integrates monitoring, alerting, ticketing, patch management, asset inventory, asset change, security, backup and reporting . This platform in a fault tolerant data centre.
Additionally we have data centre based resources that can provide our clients with antivirus, spyware, spam and web filtering without any equipment onsite.
Account Managers
All clients have an account manager. Our account manager’s job is to learn about our clients business so relevant and pertinent advice is given and also to keep our clients informed as to any projects or issues, liaison between the client and our engineering and to be a central easy point of contact for the client.
Communication
Good communication is the key.
Our clients are provided with a non chargeable helpdesk and where appropriate an out of hours contact facility.
Support requests can be raised 24/7 by email and through a dedicated client web portal.
During the life of a support incident clients are kept informed of progression to resolution at each stage.
Client’s management are provided with a monthly report as to system operations and key system parameters such as downtime, diskspace, viruses etc.