LEAPS - IT Operation - Lintasarta

Benefits

Managed Service IT Operation is a service that allows IT teams to focus on more valuable tasks such as digital transformation, customer experience, business growth by delegating company IT operations to Lintasarta who has experience in bringing best practices to IT operations. Lintasarta is responsible for all or part of the customer company's IT operations, as agreed in the Service Level Agreement (SLA).

Service Features

Coverage Area

Managed Service IT Operation service covers all areas of Indonesia supported by 50 Lintasarta branch offices from Sabang to Merauke

On Demand Flexibility

Owns IT-based and data communication services
Possible to be bundled with other Lintasarta offerings

SLA (Service Level Agreement)

Service level guaranteed based on severity level up to 99%
Including incident & management tools (free for customer)
Managed Service IT Operation are equipped with more than 400 IT experts who own special skill certifications such as Cloud service certified, Data Center certified, Managed Service certified, Security certified, Internet Protocol certified, Support & Management certified, Information Technology certified

Services Excellence

The SLA-Based Service Package is an IT service that ensures the achievement of the SLA in accordance with the agreement, which includes the benefit as follows:


Level 1	Manage IT-related complaints and resolutions that come from internal employees, (for example: password and device reset, connection test from branch to HQ, or HQ to branch, and application test) and ensure agreed SLAs.		IT Helpdesk Call Center

Level 2	Manage complaints or requests from the IT Helpdesk or Call Center, (for example: handling troubleshooting on site, remote access, etc.).		Managed Branch Managed Server Managed Network Managed Storage and Backup Managed Virtualization Managed Database and Apps

Level 3	IT system improvement and further complaint escalation, (for example: configuring, troubleshooting system dependencies such as between databases, storage, etc.), performing change management in IT (for example: replacing devices, installing new applications, etc.).		Advance Technical Support Principal

What are the scopes of Managed Service IT Operation?

IT Service Management:
Incident Management Problem Management Configuration Management Change Management	Operations Management Service Level Management Reporting Contract Management	Software License Tracking Hardware Inventory Tracking Hardware Procurement Request Management	Technical Support Remote Tech Support On-site Tech Support L1, L2, L3 Support

Data Center & Infrastructure Management
- Data Center facility Management
- Server Management
- Storage Management
- Database Management
- Operating System
- Backup and Restore
- Disaster Recovery Center
- LAN Data Center

EUS & Service Desk
- Service Desk
- Desktop Management
- Voice & Video Conference Management
- Mobile Device Management

IT Network Management
- LAN & WAN Office
- Call Center Infrastructure
- Network Operation Center & Monitoring

IT Security Management
- Vulnerability Assessment
- Security Operation Center
- VPN
- Firewall

Office Automation Management
- Domain Controller Management
- DHCP Management
- DNS Management
- File & Storage Management

Hybrid Cloud Management
- Private Cloud Administration
- Public Cloud Administration

What makes Managed Service IT Operation different?

1. Compliance with industry standard
SMK3 PP (Occupational Safety & Health) PCI (service Provider Compliance with payment card industry Data) ISO27001 (Information Security Management System)	ISO14001 (Environmental Management System) ISO20000-1 (Information Technology Service Management System)	ISO 9001 (Quality Management System) OHSAS 180001 (Occupational Occupational Health and Safety Assessment Series)

2. Process Improvement Methodology
Define Define Problem & Goal Statement	Measure Quantify current process & performance then collect data	Analyze Create cause-effect diagram, analyze graph and chart, bring up hypothesis	Improve Generate, evaluate, select solution, pilot test and implement	Control Control factors that impact performance, validate goal statement

3. Tools and support service:
Software ticketing management service desk Software NOC Laptop/PC	IP Phone Digital Attendance Machine 24x7 monitoring dan incident response with IT Operation Center	Uniform PPE (personal protective equipment)