RIMS
Service Offerings
CMC's RIM Services offers a reliable, high quality and cost effective Remote Management and Monitoring solution to its business partners. The offering includes the following services and it is delivered through ITIL framework and an integrated Service Desk:
- Datacenter Services (Server, Storage and Backup)
- Network Services
- Database Services
- Application Services (Messaging, IIS, Active Directory, Terminal Services, Custom Business application)
- End User Services
- Security Services
Overview of the delivery model
- Provide a captive secure environment for customers data within CMC premises
- Establish Internet connectivity for Service Desk
- Deploy tools for Service Desk and Remote Support operations
- Provide Helpdesk and Remote Support services to customers
- Escalate / Notify calls as required
- Generate reports on Service Desk, Remote Support and Onsite service performance
RIMS deliverables include
- Provide Single Point of Contact (SPOC) assistance for the agreed SLA
- Attempt to provide first call resolution of incidents or requests by checking the 'knowledge base'
- Log Incident tickets according to the severity levels defined in SLA, assign the tickets to the appropriate resources for resolution, track the progress of tickets, keep the end user informed, escalate to the appropriate levels as required and close them with concurrence from end user
- Maintain documentation related to Service Desk processes, procedures and SLAs and make them available to authorized users as required
- Route calls to technical teams to address complicated incidents and problems.
- Coordinate with listed vendors of customer for Hardware resolution
- Generate reports on RIMS deliverables, as required
CMC's Value proposition
- Cost Savings
- Resource Optimization
- SLA & Best Practices
- Predictable Service Delivery
- Flexibility
- Quality & Process Edge
- Resource Availability
CMC can partner with customer in the following engagement models
- Dedicated Facility (CMC can setup dedicated RIMS facility for customer at their premises)
- Shared Facility