SaintGroup Managed Services represents the ability to proactively manage combinations of technology for networking, infrastructure, applications and end users applying flexible models in service delivery. Our expertise with a suite of services supporting both cloud and on premise deployments is designed to enable the simplification of the management of the estate, with common processes and tool sets across all service variants and scenarios.
Managed Service Desk
The SaintGroup Managed Service Desk is a single point of contact based within South Africa providing a 24x7x365 service to our clients delivering end user support and Infrastructure Management. The Service Desk comprises of 1st, 2nd and 3rd line capability which can also be used to complement customer own or resident resolver groups. At the heart of the Managed Service is our ITIL & Service Desk Management Platform which is integrated with complimentary services such as Pro-active monitoring. The SaintGroup Managed Service desk resolves a large variety of incidents and service requests per month.
End User Support
Managing user estates effectively can be challenging especially where the workforce is across many locations or is mobile. SaintGroup’ Managed Services provides remote assistance for diagnosis, repair and education to the end users including support for laptops, desktops and smart portable devices. The user estate has a single point of contact with the Service Desk and can be remotely assisted on or off corporate networks providing the flexibility to manage these challenges on behalf of our clients.
Device Management including asset management, Antivirus
For most businesses the ability to report on assets in the estate is essential as well as the ability to protect these assets from attack or vulnerability especially when the workforce is spread between locations or is mobile. SaintGroup has designed its services to overcome these challenges whilst providing the protection and visibility of assets within the estate including software management for compliance.
Flexible Coverage Options
Each organisation is individual and will have varying requirements. To accommodate this SaintGroup has developed support coverage options which can be applied to core services to give the best fit for our clients. These options include 24x7, 8-6 and extended hour models which can be applied differently to core services creating a bespoke and management service package.
National Engineering Coverage
SaintGroup Managed Services provides national coverage throughout South Africa where required, either through dedicated placement of resources or via partners. Each field based engineer is provided with smart technology and GPS which enables us to track, schedule and co-ordinate resources with reduced travel and response times, giving increased SLA to our clients. These resources are also utilised to provide intelligent hands support where remote support is not possible.
Hardware & Software Maintenance – Break Fix and Logistics
SaintGroup has a long history of providing break fix services. Utilising our field based and resident resources we provide excellent SLA Response and Fix for equipment which is in and out of manufacturer warranty. Using National Partners strategically positioned across the Country for rapid response and delivery merged with our resource tracking capability. As part of break fix we also carry software kits designed for customers to restore service to clients upon repair where required.
Dedicated or Shared Service Models
SaintGroup has developed its proposition to provide flexible and accountable services to its clients. To achieve this we have dedicated resource or shared service models which accommodate varying environments and requirements. A Dedicated Resource, Shared or Hybrid enables SaintGroup to provide a solution which meets financial, cultural and SLA requirements.
Project & Professional Services
SaintGroup offers Professional Services in project management and technical resource to complete internal projects for clients on an individual basis even if that client does not currently have a Managed Service. Engaging with our project team our clients gain assistance in the planning, design and delivery of key projects.
Infrastructure Management, Server Platforms, Networking & Storage
Via the Service Desk and supported by the field based resources, a client’s infrastructure is fully managed including support, performance tuning, security, patch management and capacity management. Remotely the Service Desk has the capability to provide server and platform support and management 24x7x365 including hardware, operating systems, applications, backups, networking, security, storage and third party engagement. Proactive monitoring and support is enabled with industry leading platforms integrated with our Service Desk Management System.
SaintGroup is proud to adheare to ISO 9001:2000 (Quality Management Systems,) ISO 2000 and ISO 27001 (Information Security) Standards and although we do not maintain certification our systems are proactively maintainted to meet theese stringent requirements.