Level 1
- Proactive monitoring and responses with actions based on agreed processes and procedures.
- Initial Service Desk triage
- Escalating alerts and proactive checks where required
About the company
Information Technology Operations Twenty-Four by Seven (ITO 24x7) is an internationally based company specialising in around-the-clock, proactive management and monitoring of IT services and systems.
Over many years, the ITO team has experienced (and lived through) a common outcome and challenge with both outsourced IT and internal IT, namely:
- inconsistent service quality
- a lack of flexibility regarding hours of support
- unknown costs
Based on these challenges, a highly experienced, motivated and dedicated team has been constructed with a mission to provide companies with cost effective, high class levels of IT operational services. These are delivered around the clock, 7 days a week, 365 days a year.
Our mission statement underpins this:
ITO 24x7 — International IT support organisation using Technology and Operational excellence to provide world class levels of service to customers 24 hours a day, 7 days a week.
Business service offerings
ITO24x7 offers a range of operational services that can be perfectly aligned with various business needs:
| Managed Service | Defined responsibilities and proactive managed services with responsibility for quality of service based upon service levels (SLA’s) and performance indicators (KPI’s). |
| Service Desk & Call Centre | Company specific Service Desk related services with ‘white label’ capabilities where ITO24x7 answer calls and respond to communications using the customer call signs and scripts. |
| Proactive Monitoring | Proactive checking of systems and services and intelligent escalations based on human interactions complimenting automation. |
| Professional Services & Consultancy | Design, install and configuration of IT systems and services. |
IT solutions examples
ITO 24x7 provides a diverse range of Support services. In today’s multi-vendor environments, finding the right level of support to complement your in-house team can be a challenge, we provide a number of services which aim to address this challenge, these are designed to either complement or substitute your in-house team.
Our Infrastructure Management Services Include:
| Infrastructure | Proactive 24x7 Infrastructure Monitoring and Management |
| Database | Database and Server Management and Monitoring |
| Point Fix | Upgrades, Patching and Point Fix |
| Remote Rollout | Remote Server Installation and Configuration |
| Security | Security Management and Monitoring |
| Network | Network Management |
| Database | Database Management and Migration |
| Endpoint | Endpoint Protection |
| API | Proactive API Management Services |
All of which are delivered using our flexible chargeback models.
Delivery Model
The underlying capability within ITO24x7 is based on an Operational Centre of Excellence model.
This model is summarised below:
Level 2
- Performing initial fault diagnosis
- Following technical procedures (performing restores, for example)
- 2nd line Service Desk triage
Level 3
- Responding to LEVEL 2 escalations
- Performing deep technical fault diagnosis
- Liaising with software/hardware vendor support teams
Delivery manager
- Maintaining service quality to customers
- Management of ITO24x7 LEVEL 1, 2 & 3 teams
- Continual Service Improvement
Contact US
We are not like most of the other IT companies out there! Our registered customers can contact ITO24x7 directly, at any time, 24x7 ☺:
If you are not registered, we’d love to hear from you, right now! ☺ Please choose your preferred method to contact us below: