Enterprises look towards remote IT infrastructure management services to provide a competitive advantage. A robust IT infrastructure enables efficient delivery of services and improves overall business agility and performance.

Diligent’s Remote IT Infrastructure Management Services can help design, build, run and manage your IT infrastructure services flexibly, allowing for better integration with the existing processes and resources. Diligent can help achieve the highest levels of business transformation by enabling companies to get the most from their IT infrastructure services. Diligent addresses virtually every aspect of the IT discipline with one of the industry’s broadest service offerings. Whatever your IT infrastructure challenges are, Diligent’s Remote IT Infrastructure Management Services can help keep your infrastructure up and running.

Diligent enables customer growth through increased ROI, lowered TCO, and IT delivery. Our delivery model includes ITIL-governed practices, best practices, and integrated processes. Diligent aims to provide an excellent, efficient, and flexible Remote IT Infrastructure Management Services structure to integrate multiple solutions at multiple levels and locations. This included shared environments, SLA, or task-based services.

Diligent’s Remote IT Infrastructure Management Services

● Server Management

Diligent’s Server Management Services address an enterprise’s entire server platform needs from design, deployment, and migration to optimization. Our services ensure better server utilization rates, improved system availability, and increased performance. Our consolidation services help optimize your server infrastructure by centralizing business-critical applications and servers. We work as part of your team to help regain and retain control over server infrastructure and reduce overall infrastructure costs.

Our enterprise-class server infrastructure means reliable, cost-effective, and secure services spanning outsourced support, remote administration, performance monitoring, fine-tuning, etc. Enterprises of any size and industry can readily leverage without committing upfront investments.

● Database Management

Diligent’s Database Management Services ensure the 24×7 availability and performance of your business-critical databases. Our experts continuously monitor, manage and ensure optimal performance of the database environment and function as an extended arm of your organization. Our clients also benefited from higher efficiency and lowered cost of database management.

Clients who have outsourced their database management to Diligent benefit from the reports we generate that enable improved decision-making and increased end-user client satisfaction. Diligent’s analytical toolset for database management can help you evaluate your options and build a better database strategy.

Our Database Service Offering

Core Database high-end services competency development

● Application and database grid computing

● Application server

● Business continuity

● Database and application performance tuning

● Disaster recovery

● Backup and recovery

Core Database Administration services

● General support and maintenance

● Upgrades and migrations

● Database tools and utilities

● Database implementation and configuration

● DW Database support and maintenance

● New emerging DBA technologies

● Storage Management

We provide a comprehensive suite of remote storage management services, ensuring an enterprise’s businesses run efficiently while you are confident that your data is safeguarded and secure. We can recommend data storage solutions that help create a strategy to address the challenges you face and optimize the existing infrastructure resulting in the easy reuse of data. Our Remote Storage Management Services will help extract the best out of your data storage infrastructure by effectively aligning capacities and performance demands with important business continuity parameters like availability and compliance.

● Network Management

Diligent’s team of network engineers ensures a secure, robust and optimized enterprise network environment. Our services on network management embrace every node and point like routers, switches, firewalls, proxies, load balancers, intrusion detection, and prevention systems, remote access, and through to wireless devices.

In today’s world, IT is facing changes in expectations on three fronts:

• Customers are driving businesses to be innovative. To meet and understand customer demands & expectations, businesses need to adopt emerging technologies. With the cloud, innovation is easier and faster, and the cost of failure is low. Hence,

businesses want to adopt the cloud in some form or other. They want IT to play a key role in helping them innovate.

• Competition drives businesses to build more competitive advantage and become more agile. Companies are looking at newer business models and are leveraging social media & analytics to become more competitive. These initiatives are being driven through the cloud; IT is expected to develop solutions.

• Consumers (End Users) expect access to the latest technologies and want to use the latest technologies at work. The new generation (Millenials) expect a better service experience & faster resolution to their issues. To meet the growing end-user experience expectations, IT needs to again evaluate new technologies, which are being delivered on a cloud backbone by solution providers.

All of these are driving increased adoption of the cloud. It is no longer a matter of whether one should move to the cloud but about which workloads should be moved to the cloud, whether private or public.

Business leaders suggest or push for cloud-based solutions (SaaS), and IT needs to evaluate them from a risk perspective and how it blends in with the existing architecture. IT is now expected to deliver IT-as-a-Service (ITaaS) with a clearly defined service catalog, guarantee & functionality at a feasible cost point. IT needs to understand sourcing, portfolio management, cost accounting, performance & capacity management, and day-to-day operations.

IT needs to stitch together the different components and building blocks to create an integrated Hybrid IT environment. The ITOM tools, other administration & monitoring tools, and operational processes in the traditional IT world needs to be integrated with the cloud environments (private, public or hybrid cloud). An orchestration layer, service management layer, and self-service portal must be built on top of the Hybrid IT environment to provide a seamless Hybrid IT environment. This will enable IT to become a true IT Service Broker and deliver IT-as-a-Service to business and end users.

Challenges of Hybrid IT Services

The broader challenges we see in the market from a Hybrid IT perspective are varying levels of customer readiness & maturity. The highly mature customers have already embarked on their Hybrid It journey or are in the process of doing so. On the other end of the spectrum, we see customers who have not consolidated their infrastructure and not streamlined their processes but are keen to move to the cloud without defining a roadmap.

Moreover, IT needs to understand the concept of a services-led approach and the IT service broker model, and we see challenges here. It is not just about moving workloads to the cloud but also about the final Hybrid IT model that one needs to evolve, keeping business objectives in mind.

Then there are the cultural, skills & expertise-related issues that IT needs to deal with. Business leaders often take cloud decisions without much consultation with IT and

then reach out to IT when issues crop up. As several cloud service providers startup & wind down, taking decisions in silos without proper evaluation & involvement of IT is a sure-fire recipe for failure.

Diligent’s Enterprise Service Desk helps you to realize a significant impact on your service desk productivity and end-user efficiency. Through a proactive approach, we address not only escalating issues in service desk delivery but also identify and prevent recurring issues, thereby providing value to you by reducing average incidents/calls per device. Our extensive reporting helps improve understanding of issues and hence better service levels. With Diligent taking care of your enterprise service desk, you are certain to experience the benefits of improved efficiency, 24×7 availability, and greater control over your IT costs.

● Operations support that includes Capacity Planning, Availability Management, Performance Management, Remote Administration and Monitoring, Technical Troubleshooting, Configuration Management, and generation of management reports

● Network build and integration services that support the implementation and rollout of new network infrastructure, including consolidation of established network infrastructure

● Asset Management and maintenance services that include ensuring CMDB asset accuracy as well as coordination with asset vendors for technical support and replacement when needed

Enterprise Service Desk Offering

● Integrated service desk from Level 1 (Call logging) to Level 3 (System administration)

● Facilitating customer Change Request Management, Software License Management, Configuration Management, Availability Management

● Handling incidents, problems, and service requests

● In-house developed ITIL compliant service desk tool