IT Services

Doctus is leading systems integration, technology services and consulting company. Over the years, Doctus has earned the reputation as a unique firm in a competitive, dynamic market place. Our uniqueness lies in the approach of being pioneers in early adoption of technology, critically analyzing & customizing it as per customer needs and thus maximizing business & value for our customers. Doctus provides a complete range of IT Infrastructure Services by leveraging best of breed domain & business expertise, compliance & best practices and strategic alliances with partners & industry leaders. At Doctus, we enable companies to realize their business vision by virtue of information technology solutions. We understand the customer’s business priorities, their existing IT infrastructure, anticipate forthcoming trends in terms of both business and technology and accordingly craft solutions to withstand the test of times.
Our focus is on reducing incremental IT spends, enhancing incremental business benefits and delivering a rich ROI at the lowest TCO.

CIOs today face the challenge of providing high-quality services while reducing their costs. Using remote services to complement in-house IT staff is one potential solution. Gartner estimates that “70% of IT support for infrastructure services can be performed, from a remote location” and “remote infrastructure services can reduce labor costs by 10% to 50%, depending on the delivery location, resulting in a 3% to 30% overall net savings, excluding one-time transition charges.” The potential benefits that the remote model offers would make the organization more nimble, freeing space for more strategic planning and enhancing the core competency.
The following is but a snap shot of the benefits you can derive from option the Remote Infrastructure Management model:

  • Includes comprehensive monitoring and management solutions for server, storage, network and middleware
  • Enables you to focus on your core business and leave the IT management to certified and experienced subject matter experts
  • Offers both agent and agent-less approaches depending on your requirements for advanced management function
  • Improves infrastructure availability with 24×7 proactive monitoring
  • Provides real-time reports, automated notifications and alerts
  • Gives you access to the right combination of specialized remote competency centers and on-site capabilities


RIM Services Snapshot

Remote infrastructure management would involve managing the entire gamut of IT from a remote center with all the necessary technology and the attendant expertise. The following are the services covered:
  • Servers
  • Storage
  • Database
  • Network
  • Security
  • Email management
  • Desktop support
  • Provide Service Help Desk
  • Production Support
  • Professional Services


Service Delivery Model

To deliver a RIM support to the delight of the customers, one needs to factor in the infrastructure requirement to support the services. The infrastructure revolves around having the following:
  • Datacenter
  • RIM Center
  • Data and Voice connectivity
  • Enterprise Management Tools
  • Remote Service Desk

The above acts as the most vital cogs in the smooth functioning of the RIM wheel and therefore needs a good look into the components that go into their making.


Data Center

This is the repository and custodian of all data, connectivity and the necessary hardware to fire the RIM services. At most care is taken to build a class of datacenter to support the services to be rendered in the remote mode. The following outlines what goes into the building of a datacenter and the facilities it provides:
  • Houses all the servers hosting the service critical and business critical data
  • The necessary tools for the effective remote services are also hosted
  • False roofing and flooring for optimum heat conduction
  • Precision A/c to maintain the optimum temperature for the servers
  • Power Management for keeping the servers up and running 24×7
  • All network components required are hosted here
  • Rodent repellant systems for protecting the hardware cables from snapping
  • WAN, V LAN and other such needed network modeling
  • Physical separation is a must for the Datacenter from the remote center

The above acts as the most vital cogs in the smooth functioning of the RIM wheel and therefore needs a good look into the components that go into their making.


Remote operating center

The nerve center of all the activities to be carried out and hence needs a good understanding of its making. The remote operating center receives customer calls, monitors the customer assets and network proactively using the state of the art tools. It houses the man power necessary for the thorough conduct of the call answering and issue resolution of the customer. The following form the default part of any world class Remote Operating Center:
  • Network Operating Center for proactive monitoring of the networks
  • Security Operating Center for proactive monitoring of the network security operations
  • Service Desk with the necessary tools to take the calls and resolve the customer queries



Data and voice connectivity

This is the repository and custodian of all data, connectivity and the necessary hardware to fire the RIM services. At most care is taken to build a class of datacenter to support the services to be rendered in the remote mode. The following outlines what goes into the building of a datacenter and the facilities it provides:
  • Houses all the servers hosting the service critical and business critical data
  • The necessary tools for the effective remote services are also hosted
  • False roofing and flooring for optimum heat conduction
  • Precision A/c to maintain the optimum temperature for the servers
  • Power Management for keeping the servers up and running 24×7
  • All network components required are hosted here
  • Rodent repellant systems for protecting the hardware cables from snapping
  • WAN, V LAN and other such needed network modeling
  • Physical separation is a must for the Datacenter from the remote center



Data and voice connectivity

The remote model of support, as it replaces the physical IT support team, needs data and voice connectivity for its effective and error free operations. The links have to be optimum, maintaining a good redundancy as service failure is the least a remote infrastructure service provider can withstand. The data and voice traffic are measured and the links needed for the same are decided along with the redundancy.

Enterprise Management Tool and Remote Service Desk

Now that we have established a world class remote monitoring center, the need for the state of the art monitoring tools arises. Each customer presents us with a unique environment of servers and the usage, methods and policies followed for data security and the global policies of what can go into the network and what cannot. These are complex and sometimes difficult to solve. A good remote monitoring center should have a state of the art monitoring tools to monitor the servers, network components and the end user demands. The server monitoring tools would report the usage, optimum utilization of the cpu and ram, the idling time of serves and other such necessary details. For proactive monitoring the tools would flash the signs of the server encountering problems of any kind. Although the tools are intelligent enough to do the job proactively, human intervention is required at various levels. The reporting of the issues found, helping the IT team fix the same and guiding the team with the upgraded and the best in class solutions would entail human intervention and in remote monitoring set up the Service Desk manned by able associates, qualified and up to the standards are the guys to go to. A good remote center would have proper connectivity and facility to maintain the quality standards and secrecy/privacy of the data being handled.

What Services can be delivered remotely ?

Over 80% of the Datacenter activities can be done remotely
  • Application monitoring and support
  • Server monitoring and support
  • Storage monitoring and management
  • Network monitoring and management
  • System monitoring and management
  • Desktop monitoring and support
  • Firewall, Routing configuration, support and management
  • Capacity Planning
  • Performance monitoring and tuning
  • Incident, Problem and Change management
  • Availability monitoring
  • Back up scheduling and monitoring
  • Recovery from back up failure
  • Disaster Recovery planning and recommendation



The People Factor

Remote infrastructure management although runs on technology need people to manage, control and enhance it usage. The server, network and end user appliance monitoring requires skilled man power to administer the tools and guide the customer to the optimum utilization of the resources. A good remote center should invest on skilled manpower covering all the gamut of the service coverage. The vital ones to be taken note of are:
  • Systems Administrators
  • Storage Administrators
  • Network Administrators
  • Database Administrators
  • Security Administrators
  • Service Desk Engineers

The above help support on issues ranging from L1, L2 and L3
The required credentials of the manpower would be as follows:
  • ITIL certification
  • PMP certification
  • CCNA certification
  • CCNP certification
  • CISA certification
  • MCSE certification
  • HP UX certification

Organizations worldwide engaged in remote support invest on man power with the necessary credentials to maintain their standards and strive for the customer delight.
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San Jose, CA – 95148, USA.

E: info@doctususa.com
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