Service Offerings

AS/400 TSHD specialises in operating outsourced IT facilities and services. This is achieved by consolidating customers' IT facilities into purpose-built centres and operational units based on AS/400 TSHD's proven enterprise architectures and world's best practice operations.

Outsourcing services include traditional AS/400 Midrange centric solutions, distributed computing, telecommunications management, AS/400 Migration Path consulting services, IT desktop operations, IT customer service management and other IT services including print management and security services.

Throughout its global outsourcing business, AS/400 TSHD continues to drive IT infrastructure productivity and performance thresholds to new levels of efficiency. Each technology framework has proven business and operation models which enable the smooth transition and consolidation of customers' facilities into the AS/400 TSHD operation.

Service delivery is the cornerstone of our business. Service levels are clearly defined and agreed with customers for all key areas at the outset of every outsourcing contract. These are tailored to ensure they meet or exceed customers’ particular business needs and expectations.

Many of our customers' staff move to AS/400 TSHD at commencement of new outsourcing contracts. This enables them to obtain new skills and provides expanded career opportunities. It also ensures key skills relevant to a particular customer's operation are retained. Services include the following:

Help Desk

AS/400 TSHD provides customer support services on a global basis for clients in North America, South America, Europe, Asia/Pacific and Australia. We employ continuous improvement, and a follow-the-sun approach for optimal client satisfaction.

By implementing such processes as end-to-end problem management, root cause analysis, and end user customer satisfaction surveys, problems and requests are properly resolved the first time, eliminating repetitive calls.

AS/400 TSHD’s help desk approach is to provide a single point of contact for the user community for all technical problems, requests, services, and inquiries.

Distributed Collaborative Services

AS/400 TSHD's DCeIS solution has a broad scope that covers messaging and groupware, Messaging, desktop, distributed and help desk services.

DCeIS solution provides the complete array of desktop services through four standard packaged service offerings. An end-to-end desktop service can be obtained by subscribing to all four. The service can include the provision of modern hardware and software, all integrated, maintained and financed to meet business needs.

Disaster Recovery

AS/400 TSHD's disaster recovery management process consists of the rules, processes, and disciplines that ensure a client’s business and its customers will continue in the face of catastrophic failure of one or more of the information processing or telecommunications resources upon which their business depends.

The goal of the disaster recovery process is to provide viable, effective, and economical recovery that supports the client’s business process recovery across all technology domains.

Network Engineering Services

AS/400 TSHD’s Network Services are part of a holistic approach to IT outsourcing that provides organisations with a truly global end-to-end integrated service.

AS/400 TSHD’s Help Desk offers remote problem determination and fault resolution including support for onsite customer engineers, vendors and manufactures representatives.

The full range of network services includes: WAN; LAN; Remote Access; Internet; Intranet; Extranet; Conference Services; Security Services and Network Management. Each service is delivered, measured and reported against agreed service levels.

AS/400 Operation Services

AS/400 TSHD's Midrange Services are based on a standard operating environment that is entirely hardware and software independent. Via global agreements with leading vendors and jointly developed technology, we can therefore offer clients leveraged costs, leading-edge technology and access to the very best technical expertise available.

AS/400 TSHD has a huge amount of experience to put at a client’s disposal. Our investment in IBM AS/400 Midrange Systems environments includes skilled operations staff and vast knowledge databases, enabling us to offer:

• Midrange Engineering
  Standard support of the operating environment
  
  
• Print Services
  • Centralised Printing Support
    
  • Distributed Printing Support
    
  • Midrange Printing Support

AS/400 Midrange Services

AS/400 TSHD is committed to becoming the premier provider of midrange outsourcing support services. In order to achieve this goal, AS/400 TSHD has developed a midrange strategy allowing clients’ systems to be remotely managed by AS/400 TSHD within their own facility.

This approach ensures that AS/400 TSHD’s clients realise the benefits promised by outsourcing support and maximise the value of their IT expenditure in the most cost effective and productive way.

The AS/400 TSHD Midrange Service Offering addresses client needs in three key ways:

• Guaranteed service to meet business needs. AS/400 TSHD owns the problems and delivers to agreed specifications
  
• Capacity based pricing with the flexibility to add and remove capacity when business needs dictate
  
• Providing the expert skills to manage your systems to maintain the best value for money for business IT requirements

In a nutshell, outsourcing AS/400 midrange technical support systems to AS/400 TSHD reduces total cost of ownership and improves productivity. The client hands over ownership of all management and support problems, but remains in control and AS/400 TSHD ensures that requirements are met with services including:

• Midrange Problem Determination & Resolution – AS/400
  
• Component Failure and Impact Analysis – AS/400
  
• Midrange Capacity Planning – AS/400
  
• Midrange Performance Tuning – AS/400
  
• Midrange Engineering – AS/400
  
• Database Technical Support – AS/400

Technical Support for Web Services

AS/400 TSHD's Web Services supports WebSphere/400, FireWall/400, and HTTP/400 IBM AS/400 products skills and tools that support worldwide mission critical systems for our customers.

Network Security Services

AS/400 TSHD is able to provide Network Security Recommendation Services such as internet carriage, routing, firewall, external DNS, SMTP, authentication, content filtering, intrusion detection, anti-virus, anti-SPAM, file transfer, reporting and security management.

AS/400 TSHD is able to provide vulnerability and security risk assessments and offer a full range of intrusion detection and security management solutions to ensure that customer data or networks are not compromised.

For further information contact:

Ray Shapp
419.730.4122 / AS/400 Technical Support


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