IT Service Management

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IT Service Management

One of the key differentiators between Smartdesc and other IT companies is how we manage IT in a proactive and strategic way. We work with most of our customers at their Executive and Board levels, facilitating the development and delivery of their IT Strategy as well as running the IT Service Delivery function as a whole.

Smartdesc adhere to IT best practice, ITIL v3 processes, and we are a Technology Centre of Excellence. To guarantee these services do not fall short, we bring each customer’s IT portfolio into a cohesive service framework called a Service Management Plan (SMP).

This includes

Defining the key services that are in place to ensure we maintain focus on what we need to do.
Defining responsibilities through a RACI matrix, to ensure that the right people focus on the right tasks, and are accountable for their success
Defining scheduled tasks, from daily through to annual. These are used to trigger checks and actions, ensuring the IT infrastructure and surrounding processes are maintained and continuously improved.

Examples include

Asset Management including mobile devices, desktops and servers to keep track of devices and ensure they are always updated with the latest security patches
Advanced Threat Analytics that work in tandem with monitoring tools, looking for unusual behavior on the network, alerting staff at our Security Operations Centre to dig deeper
Annual Risk Register reviews, providing risk reduction strategies and recommendations to facilitate budgeted improvement works tied back to the IT Strategy

Monthly user account audits, to ensure only active users can log on. This helps ensure all staff who have left do not have accounts left enabled.
Quarterly firewall checks, vulnerability scans (from inside the network) and penetration tests (from outside the network) with remediation work to close any gaps identified.
Daily backup checks to ensure data is successfully backed up, and data recovery tests to ensure data is easily recoverable if ever called upon.

Smartdesc’s organisational structure is innovative, modern and adheres to our core values of ensuring efficiency and maximising a high quality, reliable service.

Our staff are embedded at client sites most of the week, and we do not outsource operations

to any other organisation.

Smartdesc is a UK company with onsite and remote support staff as well as our Network Operations Centre and Service Desk based in Greece. All staff are employed by Smartdesc, enabling an exceptionally high quality, proactive Managed IT Service.

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