A Service Catalogue outlines all of DeployPartners Managed Services service requests available for clients to assist in keeping their services online or to improve their existing deployments.
The purpose of the Service Catalogue is to provide an agreed services that can be requested by clients. This document can be customised for each client or contract.
The client must have an active contract with available hours with DeployPartners.
In order to deliver services DeployPartners personnel must be onboarded to the clients systems. The following systems are typical, but not limited to, the standard enterprise customer environment:
Remote Access
Authentication and Authorisation services (LDAP, AD, SAML, CyberArk, etc)
Privileged Access Management - (CyberArk, Tokens, Cards, etc)
Mail services - (Global Address Lists, Mail client, etc)
File repositories - documentation and processes relevant to role and related roles
IT Service Management - Change, Incident, Problem queues, tools, processes and templates
Verification and Validation - Tools and related systems
Policies - Security, Change, WHS&E, etc
Code/Configuration repositories
Deployment tools
The prerequisites will be managed through DeployPartners Project Management system known as CRUX. The Risks, Issues, Dependencies, Actions and Constraints of projects (RIDAC) will be updated and communicated during the weekly update with the customer until resolved.
Deploy have certification and experience in a large number of systems and vendors which we will support:
Zenoss
IBM Netcool
Netscout
Splunk
Elastic
CyberArk
ScienceLogic
Splunk
InfoVista
BMC (Remedy)
HP (MicroFocus)
Each request will broadly take the following approach with exceptions generated and included as they become apparent:
Review incoming request for completeness and accuracy;
Develop code to specification;
Test the code in the development environment (INT);
Provide to stakeholders for testing;
Create Change Request (if required);
Engage or provide artefacts to the Support Provider to implement changes (if required);
Implement change (unless relevant Support Provider chooses to do so); and
Hand over to relevant support team.
The following is a generic list of services. Additional services can be added upon request.