Managed Services

Enterprises today face increased complexities due to changing needs and reduced budgets; it is often found that these challenges distract players from their core business strategies. With a focus DIL has the expertise and experience to manage the infrastructure and run the outsourced operations for our customers smoothly.Our comprehensive set of managed services can effectively manage your IT investments, improves operations performance and availability. We provide mission critical support with the highest level of expert consultation throughout the entire lifecycle of the hosted application. We maximize your hosted environments by combining technical brilliance along with the real world understanding.
DIL Managed Services model is designed to provide complete IT Infrastructure Management solution to our customers, helping them in the process to focus on core operations and exit the non core areas. The entire gamut of our IT infrastructure services can monitor and manage all desktops, network, messaging, servers, database and applications. DIL has the skills and competencies, with services tailored to customer requirements and the flexibility to implement and manage key infrastructure as part of the ongoing operations. This provides our customers the best of both worlds – scalability and flexibility over their information systems without either the pain or increased cost of running them.

DIL IT Facility Management Services

DIL IT Facility Management Services involve an effective combination of people, process and tools to ensure that your IT infrastructure is always up and running. Catering to the 24×7 service demands on your IT infrastructure, we undertake complete responsibility of ensuring availability and performance of yourIT Infrastructure as per SLA. Our skilled professionals, powered by best-in-class practices and state-of-the-art technology,deliver on-site customized solutions for facility and infrastructure need of our customers.We help you build and manage the operations, security and efficiency of your entire network, consisting of monitoring, troubleshooting, problem resolution, and system administration services for your voice and data networks. DIL has been maintaining large facilities for our customers across the country for more than a decade now.DIL Managed Services cover the entire range of IT infrastructure services which include.

Network Management

DIL managed network services help you automate, simplify, and integrate your network to reduce operational costs and improve productivity. Designed to increase network efficiency and availability, our network services use valuable tools for reaching business and productivity goals. At DIL, with over a decade of experience in this field we are sure to revolutionize the way you transact business every day. Tailored to meet the needs of enterprise networks, DIL network managed services can help enterprises meet their business needs by providing services comprising of:

WAN/ Router Monitoring
  • 24×7 proactive monitoring of the network infrastructure and devices.
  • Provides real time visibility into WAN performance.
  • Monitoring VPN and network nodes.
  • Alerts when LAN/WAN performance degrade.
  • Bandwidth management.
  • Availability monitoring for WAN link and device.
  • Enhance network security by tracking network vulnerabilities, and indicating devices nearing end of life.
  • Manage network change and configuration management using device experts.
Switch Monitoring
  • Monitor switch ports for availability.
  • Switch port mapping showing port connectivity.
  • Detect and prevent broadcast storms/worms in the LAN.
  • Live views of discovered switches and ports
Vendor Management
  • Liaison with the 3rd party vendors
  • Maintain 3rd party SLA’s.
Performance Management
  • Manage network performance through real-time reports of key usage metrics.
  • Network management using best of the industry tools.
  • Monitor availability and response time statistics.
  • Enhanced Security Management.
  • SLA availability dashboards for networks.
  • Monitor interface traffic, utilization and error statistics.
  • Proactively identify performance degradations using threshold.
  • Ticketing and scheduled delivery of reports and e-mails.
Fault Management
  • Automatically escalate critical alarms that are unresolved.
  • Supports SNMP traps.
  • Receive e-mail/ SMS notifications.
  • Identify and troubleshoot network issues before they affect productivity.
  • Proactive surveillance and automated troubleshooting.
  • Automatically execute self healing scripts/ programs when a fault occurs.

Server Management

To move ahead towards your goals with confidence, you need a high-availability server environment to support your critical business applications. With multiple options to choose from, DIL Server Management services deliver what you need to succeed. We realize the need for your servers to be running with 99.99% uptime as well as being updated with the most current software and service. It is our job to manage your servers 24*7 and we are here to take that responsibility off your shoulders.
DIL’s server management services provide end-to-end management of your server environment, depending upon your needs. We support all leading operating systems, offer round the clock monitoring through our network operation centers, and deliver best-in-class services. DIL’s server management services include:

Proactive Monitoring
  • 24×7 monitoring and management of server hardware, operating system, and customer URLs.
  • Monitors CPU, memory and disk utilization.
  • Monitors services such as HTTP, SMTP, IMAP, DNS, LDAP etc.
  • Windows server monitoring.
  • Backup log Monitoring.
  • Event log monitoring.
Fault Management
  • Identify service response time degradation.
  • Ticketing and reporting.
  • Automatically execute self healing scripts/ programs when a fault occurs.
  • Monitor, record, classify and resolve OS problems.
Performance Management
  • View active processes and installed software details
  • Identifies servers running on low disk space.
  • Mail traffic / services based events & alerts.
  • Exclusive dashboard reports for Active Directory, Exchange and MS-SQL.
  • SLA availability dashboards for servers.
  • Scheduled e-mail and reports delivery.
  • Escalation of issues.
  • Complete Management of Web servers and critical Web services.
  • Incident management, system administration, and change management technical support .
  • Security audits and vulnerability management
Patch Management
  • Security patching and anti-virus management.
  • Software distribution and regular patch updates.

Database Management

Your database is your repository of critical information and its smooth functioning is essential for all your operations. Our expertise extends globally, with SLA based remote and 24×7 database administration support.

Our services range from database design installation, upgrades, backup/ restoration, performance and capacity management. With multiple levels of management to choose from, DIL can provide Database Management services to augment your existing capabilities or to provide complete 24×7 advanced supports. Our database management services include:

Proactive monitoring
  • 24×7 monitoring and reporting.
  • Optional database clustering services.
  • Control multiple versions of documents and provide version audit trails.
  • Monitor availability and response time statistics.
Performance management
  • Performance tuning and management.
  • ITIL based change and incident management.
  • Scheduled report-mail delivery.
  • Database installation and configuration.
  • Backup and disaster recovery planning.
  • Exclusive dashboard reports for active directory and Exchange
Security Management
  • Maintain asset security, auditing, asset reliability and availability.
  • Database security and user access management.
Fault management
  • Automatically escalate critical alarms that are unresolved.
  • Troubleshooting and ticketing.
  • Real-time diagnosis & Data restoration.
  • View active processes and installed software details.
Back-up and Recovery
  • Data backup, restore, and deleted item retention.
  • Flexible storage options and control for the database.

Managed Messaging Services

Users expect anytime-anywhere access to their email, contacts, and calendars with complete availability, yet messaging systems are increasingly difficult and expensive to manage. DIL can address these needs with our Managed Messaging Services, providing end-to-end, managed messaging solutions, thereby reducing the total cost of ownership.

Standard Managed Messaging Services Features

Each of our solutions include the following features:

Proactive monitoring
  • 24×7 monitoring and management of the messaging infrastructure and application.
  • Increased Availability and Data Redundancy.
  • Advanced diagnostics and measurement.
  • Comprehensive performance reporting.
  • E-mail Archiving.
  • Continuous email, calendar, contacts, and task synchronization.
  • Near-Real-Time Logging and alerts.
Performance Management
  • Server Administration Management.
  • Scheduled Re-boots.
  • Active Directory.
  • Email Client Access and Features.
  • Outlook for Web Access (OWA).
  • Pop3/ IMAP Client Access.
  • Implementation and ongoing maintenance of the Email system.
  • Secure instant messaging.
  • Remote access.
  • Calendaring and scheduling, contact and task management, and public folders.
  • Global address lists and email aliases.
Security Management
  • Spam and virus removal.
  • Multi-layered email security to defend against spam, viruses attacks.
  • Remote IT management capabilities for passwords and other controls.
  • E-mail Protection Services.
Back-up and recovery Management
  • Data backup and restorability.
  • Flexible storage options and control for individual mailbox sizes.
  • Effortless restoration of deleted email.
  • Full-text search and retrieval on all parts of a message, including attachments.
Add-on Managed Messaging Services Features

DIL provides end-to-end managed messaging, including these additional services:

  • Mobile messaging (Using TSync / Blackberry Services).
  • Push e-mail services.

Help desk Services

Our help desk services give you the freedom to focus on your core competencies and provide a single point of contact to deliver the right level of support to your end-users, with the ability to scale as your business needs change. DIL technology enabled Help Desk offers 24×7 dedicated services for lodgement, escalation, management of calls, as well as support packages aligned to DIL expertise in technology and business solutions.

Our state-of-art technology and conventional workflow processes lead to distinct improvements in customer satisfaction levels. The DIL team, with a custom-tailored help desk solution allows you to gain a competitive advantage in the marketplace. Our help desk services comprise of::

  • Remote help desk for 24*7 IT infrastructure support and management.
  • Providing single point of contact for customers of an enterprise across locations and geographies.
  • IT Infrastructure support covering desktop/laptops, servers, operating systems, office productivity suites, email & browser support, network & connectivity issues, line of business & custom applications.
  • Customer specific toll free number and e-mail services.
  • Vendor SLA management and escalation matrix.
  • Incident management or (trouble ticket management) for user queries, so each issue is logged and monitored until resolved.
  • Workflow engine to move issues through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service-level agreement (SLA).
  • Remote management using remote troubleshooting tools for effective first call resolution.
  • Knowledge base creation and updation.
  • Asset & configuration management – Single point for managing hardware and software assets using both remote discovery and asset tracking tools.
  • Security management and virus control.
  • Performance management and reporting.
  • Change management – Trend analysis and pro-active change planning.
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