A tailored managed service is provided covering:
Mobilise consultants will meet with the customer and will carry out the following exercises:
By opting for a fully managed cloud service, customers can realise the following benefits:
Mobilise uses the industry leading Datadog tool to monitor a customer cloud infrastructure in a ‘single pane of glass’. Due to our cloud-agnostic approach, a customer may gain a greater benefit by splitting their infrastructure over multiple cloud providers.
The monitoring tools used by Mobilise realise the benefits of this approach by ensuring all cloud services are brought together into one monitoring tool and so ensuring service levels and availability are maintained as if the customer were using one cloud provider.
The full environment is monitored using a number of metrics and events ensuring that if there is a problem with your environment, Mobilise is already aware and take any proactive or reactive action in real time.
Coupled with monitoring tools, Mobilise uses ServiceNow, a cloud-based service portal, to provide customer support 24x7. The service portal can create and manage tickets raised by several methods such as phone, email, social media.
Mobilise aligns itself with the ITIL framework to provide the customer with incident, problem and change management using the ServiceNow IT service management tool.
ITIL defines an incident as an unplanned interruption to or reduction of quality of an IT service. Mobilise incident management streamlines the process of returning a customer infrastructure into service following an unplanned disruption. Incidents are captured through the ServiceNow platform and assigned to a specialist accordingly. The incident is prioritised based on impact and will be resolved by the specialist within the agreed SLA.
Once the incident is resolved, problem investigation can be carried out along with root cause analysis, if appropriate.
ITIL defines a problem as the cause of one or more incidents. Mobilise problem management will firstly diagnose the problem and validate any known workarounds. Problems are tracked through the ServiceNow platform, and once the problem has been diagnosed and a workaround verified, the problem becomes a ‘known error’, which is then tracked through a Known Error Database (KEDB).
This KEDB is used for future incidents to assist in speeding up the resolution process.
ITIL change management is a process designed to understand and minimise risks when making changes to IT systems. Mobilise again utilises the ServiceNow platform to track change requests raised by customers. ServiceNow allows Mobilise specialists to review, track, evaluate, approve and coordinate the implementation of changes and ensures the change process minimises service downtime whilst delivering a successful change.
“..it was great to have Mobilise Cloud Services managing our web infrastructure during the European Championships – we had a massively successful campaign on the pitch which generated millions of hits at peak moments without any service slowdown and with 100% availability”
Rob Dowling, New Media Manager
Football Association of Wales