first line of support
It Realms provides for its clients professional helpdesk support services, it not call center services since the ones who are handling our clients calls and emails are IT professionals who are able to resolve IT issues through the phone.
get your issues fixed remotley
IT Helpdesk Ticketing System
Help desk agents act as the first point of contact between customers who need technical support and the IT department. They resolve remotely solvable problems but for remotely nonsolvable issues they escalate it via our ticketing system to our specialized 2nd line IT support team who required to be attended there physically in this case. We provide dedicated support engineers for all our clients to be at the issue location at earliest.
Remote support of computers
Remote support of server infrastructure
Remote support of PBX, CCTV
Remote 24×7
Remote consulting and trainings
IT emergency visit
Monthly/weekly regular maintenance visits to check health of PC, servers & network infrastructure
Desktops support
Health management
Emails management
Peripheral devices support
Router & switches management
VPN & firewall administration
Mobile devices management
Cloud solutions
Phone system (PBX)
CCTV & biometric
Server backup & restore
and others
It Realms support packages
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Package 1 Basic
Remote IT Support - For small companies
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Package 2 Standard
Onsite IT Support - For midsized companies
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Package 3 Enterprise
Fully Managed IT Support - For big companies
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL)
Continual Service Improvement
At this stage we use methods from quality management to learn from past successes and failures. We aim to continually improve the effectiveness and efficiency of IT processes and services in line with the concept of continual improvement, and it has seven steps: (identifying improvement strategies, defining what will be measured, gathering data , processing data, analyzing data, presenting and using the information drawn from the data & using the information to improve)
Service Delivery
At this stage comes the set of principles, standards, policies and constraints to be used to guide the designs, development, deployment & operation of the services delivered by IT Realms to your business.
Service Strategy
The purpose of this stage is to provide a strategy for the service lifecycle. We create a strategy Which will be in sync with business objectives. The utility and warranty of this component are designed to ensure that the service is fit for your brand's purpose and fit for its use, respectively. Ensuring this is important, as these two components are what add value to the delivery of services to your customers.
ITIL Framework
As a set of practices that imparts practical and strategic guidance for IT service management, the overall goal of ITIL is to improve the business service. The business service will be improved when its support system – the specialized capabilities of the process, people, suppliers, and technology – is optimized.
Service Transition
In this process we build and deploy IT services, making sure that changes to services and Service Management processes are carried out in a coordinated way.
Service Design
We keep in mind eveything that should be taken into consideration when designing a service. Whereas the design of services and all supporting elements for introduction into the live environment of your business.
Service Operation
At this process we build and deploy IT services, making sure that changes to services and service management processes are carried out in a coordinated for your business.