Specialist Service Management
Enable your university’s IT aspirations by freeing your IT team from mundane tasks. Minimise disruptions and maximise productive hours with proactive monitoring, system optimization, and seamless maintenance carried out by our 24/7 UK Network and Security Operations Centre.
The Challenge
Over the years, there has been a significant shift in how higher education institutions perceive the adoption of public cloud/multi-cloud services. Many organisations have now embraced a hybrid cloud operating model or have plans to transition to this model within the next 12-24 months. However, this shift has presented several challenges.
One of the main challenges is the increased workload burden on already overwhelmed IT teams. University IT managers now find themselves supporting a variety of on-premise storage, computing, and data protection platforms, in addition to their public cloud counterparts. This situation further strains the limited resources available to IT teams.
Moreover, financial resources and staffing levels are not increasing in line with the demands of digital strategies. As a result, IT managers are forced to allocate resources across multiple platforms and provide training to existing staff in new technologies. However, this approach can lead to a lack of practical experience, compromising the quality of service provided to faculty and students.
While cloud solutions offer accessibility from anywhere, they also pose risks if mistakes or misconfigurations occur, potentially exposing highly sensitive information. IT teams face the dual challenge of managing the cloud as a new platform while ensuring its security and data protection measures match those of on-premise infrastructure.
Our advantages lie in our ability to function across multiple platforms.As customers move from on-prem to Public Cloud (or back again) we have the flexibility to support them in this journey.
With our expertise, we handle these tasks for numerous clients on a daily basis. Enable your team to concentrate on tasks that bring value, while we take care of infrastructure management, security, and backups.
The Solution
Proact’s Service Management offers a comprehensive solution for monitoring, support, and incident resolution tailored specifically for IT teams in higher education.
Our service operated from UK Network/Security operation centres in Glasgow, Manchester and Chesterfield. Providing continuous 24/7, monitoring of your chosen IT environment aspects. Additionally, our dedicated teams handle routine infrastructure tasks such as patching, backup, testing, and issue resolution.
By opting for our Service Management, higher education institutions benefit from Proact assuming responsibility for downtime incidents, with our teams mobilized round the clock to promptly address any issues. We offer Service Management expertise in various areas including storage, servers, networks, hypervisors, backup, and public cloud.
Contact us to discover how Service Management can enhance your university’s IT operations:
- Complete peace of mind: By entrusting Proact with infrastructure maintenance, your team can focus on maximizing IT capabilities while we take charge of resolving any problems that may arise.
- Always accessible: Our round-the-clock service surpasses the capabilities of in-house teams and minimises the requirement for expensive shift schedules within the higher education sector. Moreover, it enables us to cater to institutions worldwide, irrespective of their time zone.
- Broad expertise at your disposal: Employing specialists to support various technologies would be cost-prohibitive for universities. By utilizing Proact's Service Management, you gain access to a vast pool of over 500 extensively trained technical consultants located across Europe.
- Protect your productive time: With improved availability, access to specialized expertise and skills, and continuous optimization, our service ensures the safeguarding of your valuable working hours in higher education.
- Streamline data management: Our teams continuously assess the expansion of your Core Data Records in higher education, analysing the data types responsible for growth and their frequency of access. Based on this evaluation, we provide recommendations on data storage, ensuring that low-priority data is stored on cost-effective platforms and deduplicated whenever possible.
- 'Fix first' approach: We prioritise resolving issues over assigning blame or responsibility in the higher education sector. Our focus is on promptly fixing the problem at hand. Afterward, we engage in discussions to understand the cause and implement preventive measures.
- Active-active patching: Our systems enable active-active patching for specific types of infrastructure. This allows for seamless patching without requiring system downtime, as the workload is seamlessly transferred between nodes during the process.
- ITIL-aligned premium support: Our premium support services adhere to the standards set by ITIL (Information Technology Infrastructure Library), a comprehensive framework for IT service management. This ensures that our support practices are in line with industry best practices and aligned with the specific needs of higher education.
- Dedicated service delivery manager: As part of our offering, you will have your own dedicated service delivery manager.
