IT outsourcing

IT outsourcing from ITSG

ITSG provides both one-off IT outsourcing services and ongoing support of a company's information system on a monthly subscription basis.

Every service you need, the agreed response time to a request, the time to resolve an incident and the service hours (round the clock - 24/7/365, or working hours only - 8/5) are set out in the Service Level Agreement (SLA) - you decide yourself what level and quality of service you need.

No business today manages without information technology: how it works directly affects the productivity and profitability of the whole company, but a company can do without keeping a whole IT department: the management of the IT infrastructure, of its individual systems or of the whole of it, can be handed over to outsourcing - external support.

IT outsourcing is a convenient modern tool that lets companies become more efficient, streamline their operations and free up resources to develop new areas and concentrate on the business processes that matter for reaching their goals.

Managed services

The list of services included in the subscription contract for IT infrastructure support and user technical assistance

Monitoring of the IT infrastructure and prevention of incidents
Logging of user requests (Service Desk)
Fault detection and resolution
Emergency incident resolution
Software installation and system updates
Data backup
Data recovery after hardware and software failures
Management of user workplaces (installation, configuration, replacement of hardware and software, configuration of user attributes)
Keeping computer, server and office equipment and peripherals in working order
Remote support, visits to the client's office to carry out the necessary work, permanent presence of an ITSG specialist at the client's site
Information security management
Management of equipment and software procurement.

IT outsourcing services

Staff outstaffing

In some cases there is a need for an ITSG specialist to be present permanently at the client's office, at off-site events, conferences and so on.

ITSG understands this need and can give clients the constant presence of its IT specialist in their office or at an event.

The ITSG system administrator is based at your premises and works to the schedule in place at your company, or to an individually agreed arrangement.

The main advantage of this kind of staff outsourcing is that behind the ITSG employee working in your office stands a whole team of specialists in different fields: our member of staff responds instantly to user requests, advises and trains them, monitors the IT infrastructure and, after preliminary diagnostics, raises technically sound tickets with our support service so tasks can be resolved and incidents cleared promptly.

We also offer other forms of IT staff outsourcing:

ITSG specialists work remotely but come to your office on request;
ITSG specialists cover for your in-house system administrator during illness, holidays and at weekends;
An ITSG team of specialists is brought in for the duration of your projects.

Depending on the nature of the project work, we will select staff for you with the right specialisation and experience.

Personal IT manager

The newest service from ITSG, offering clients a VIP level of care: a personal IT specialist, manager and system administrator in one person, available 24/7/365 and helping with any IT task. The service is typically used by company managers who make active use of IT in their daily lives and work processes.

A personal manager is a specially assigned, highly qualified member of our staff dedicated to you, whose job is to advise and support you on any question in the field of IT products and services.

Always priority IT service
Tailored problem solving
Available 24 hours a day, 7 days a week
Professional advice on products and services
Emergency help with IT tasks
Urgent response to IT security tasks

Turnkey IT infrastructure

An important competitive advantage for a company is an effective IT infrastructure, built with modern business requirements in mind: scalability, flexibility, manageability, and fault tolerance.

ITSG will help design a turnkey IT infrastructure for your office, representative office, new branch or retail outlet. When designing and building a company's IT system we use the newest technical solutions in computing, networking, server and communications technology.

How we build a ready-to-use IT office

ITSG takes full responsibility for organising the IT infrastructure - from the design and purchase of the necessary equipment and the installation through to post-deployment support:

Drawing up the office plan and the layout for running the network equipment;
Selection of all the computer and office equipment, server hardware, peripherals and software you need, and organising their purchase and delivery;
Installation and configuration of equipment and software, setting up staff workplaces;
Development and deployment of corporate email and a website, a data storage server, a CCTV system and IP telephony;
Testing the IT system;
Ongoing subscription support of the IT infrastructure.

The advantages of having ITSG specialists build your IT infrastructure

You get a well-designed office information system that meets all the needs of a modern business and scales easily as the company grows.
When designing an IT infrastructure we use only technical solutions proven in practice, which then avoids unnecessary spending on repairing or replacing equipment that does not work.
By bringing ITSG in to design your IT system you save significantly: the system is designed not by trial and error but correctly from the start, thanks to our many years of experience delivering projects of this kind.
With us you also save the most valuable resource - time: the project is delivered by a team of specialists with different specialisations who know every nuance and pitfall of their own area of work.

As part of a project to build an IT infrastructure, ITSG provides a free "green office" service: we will set up energy-saving mode for all equipment and devices that consume power. The "green office" is an ideal way to save money and protect the environment.

IT infrastructure modernisation

IT infrastructure is one of the tools for reaching a company's goals. It has to work around the clock without failures; downtime can cost a business dearly.

A well-built company IT infrastructure meets three main criteria:

Availability: access to information and resources at the moment you need them;
Reliability: uninterrupted operation of equipment and services with no loss of information;
Security: protection of company data.

ITSG will keep your company's information system running without interruption, help optimise IT spending and minimise failures in the operation of equipment and services.

Service Desk

The technical support service, or ServiceDesk, is an important part of ITIL - the international standard for IT service delivery. It makes it possible to identify problem areas in the IT system and take the steps needed to optimise it. The ServiceDesk is designed to resolve incidents affecting a user's computer, office equipment or software. This service is particularly convenient for supporting the IT infrastructure of a company with geographically distributed branches, retail outlets and representative offices.

As part of the ServiceDesk service, ITSG provides a package of services:

Receiving and logging user requests with the fullest possible information about the problem that has arisen;
Ticket classification;
A preliminary assessment of how complex the problem is, and providing the solution;
Remote incident resolution;
Advising users on technical questions;
In complex cases, routing user requests to the appropriate technical support units;
Preventive work aimed at avoiding failures in the IT system;
IT infrastructure monitoring;
Reporting on the requests received.

The advantages of the Service Desk for ITSG clients

A single service for receiving user requests: tickets are not lost, the service processes every request received and resolves the tasks that arise;
A fast response to requests and prompt resolution of incidents within the timescales set out in the SLA;
Fewer failures in the IT system thanks to constant monitoring and incident prevention;
Minimised staff downtime caused by failures in the IT system;
The ability to optimise the IT infrastructure on the basis of an analysis of consolidated user requests;
Transparency of all IT processes thanks to the reporting provided by the ServiceDesk;
Monitoring of compliance with the support terms under the SLA.

The advantages of IT outsourcing from ITSG

No cost of maintaining an IT department, with workplaces to equip and the mandatory payments for employees - social security and tax contributions, sick pay and holidays;
Lower spending on recruiting, training, upskilling and "motivating" IT staff;
Less dependence on the "human factor" - you are guaranteed IT services when you need them, with no breaks for time off, holidays or sick leave;
A high level of accountability on the provider's side: they take on contractual commitments and risk their reputation in the market if those commitments are not met - unlike an employee, who can resign at the most difficult moment for you;
The ability to launch projects (representative offices, branches, retail outlets) quickly in different regions of the country thanks to the IT provider's large pool of specialists;
Prompt resolution of any task set, because the contractor employs IT specialists of different profiles;
The best IT service providers are always up to date with the newest information technologies and can recommend a solution that will make your business more efficient and competitive;
A high standard of service, because the people providing IT outsourcing services are specialists with huge experience of solving all kinds of IT tasks.

Why do people trust us?

Hours of experience

Tasks completed in the Service Desk

Users under our care

Projects delivered

The advantages of IT outsourcing with ITSG

100% of tasks completed

The tasks you set will be completed: we take on even the most difficult cases, the ones other companies have turned down.

Tailored solutions

You get unique IT solutions for your business thanks to our individual approach to every client and our own in-house developments.

24/7/365 support

We keep your IT infrastructure running without interruption

Savings of up to 35%

You can minimise your information technology costs together with ITSG

Compliance with ITIL standards

We provide IT services in line with the international ITIL standards - the Information Technology Infrastructure Library, which describes the best global practice for organising a company or a division that provides information technology services.

Guaranteed service quality (SLA)

You get IT support of the quality you need: we take on commitments under a Service Level Agreement (SLA) and agree every condition of service provision.

100% confidentiality

We keep confidential information entrusted to us secret: when working with a client's data we sign an NDA - a non-disclosure agreement.

Protection against information loss

You are insured against losing passwords and logins, databases and CRM system logs.

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Questions and answers

Why use an outside firm when you can hire a system administrator on staff?

Good specialists do not come cheap and, although quite a lot of young specialists graduate here, only a handful become true professionals. So finding a good, level-headed system administrator is not at all a simple task.

On top of that, a specialist has to be managed, directed, motivated and kept sufficiently busy. Then you have to check that they are completing the tasks set, and without a clear picture of the technical side of their work that is simply impossible. Unsupervised work by a system administrator will one day lead to a critical situation, which will do your business no good.

If you hand these tasks to an outside company, you can be sure you are working with true specialists and that, whenever important tasks come up, they will be carried out professionally and with a full understanding of the job.

What is a "Service Level Agreement (SLA)"?

An SLA is an agreement that governs the level of service provision and the quality of service. It introduces clearly defined quality standards.

ITSG is obliged to comply with these standards while working with you. The SLA protects your interests. You get guarantees on response times and on incident resolution.

What does an SLA govern?

timescales:

the term of the agreement;
the timescales for clearing faults and failures in the equipment;
service hours;
periods of availability and downtime.

services:

the list of services provided;
the ability to increase the number or volume of services;
the type and number of units of equipment under management;
the cost of services and how pricing works;
the frequency of scheduled and other work.

the sequence of actions:

the service procedure (handling requests, providing reports and so on);
the procedure for interacting with users;
the procedure for clearing incidents and their classification;

contact information:

the list of staff responsible on the customer's and the provider's side;
the terms for ensuring confidentiality.

These are the basic components of an SLA. If necessary the agreement can be extended and supplemented.