AHL
"AHL looks to IMC as a proven and reliable provider of IT solutions that grow with our company and its future objectives.
Its solid performance and the ongoing results ensure the IMC continues as a valuable IT partner."
Amalgamated Holdings Limited
IMC Communications
Managed Services
NetActive, ServActive and VoiceActive
IMC Communications provides comprehensive and flexible managed services solutions to ensure that your critical IT Infrastructure is operating efficiently and returning maximum benefit to the organisation.
Mature managed services offerings provide customers with a non-invasive and low risk approach to outsourcing. Services include providing specialised in-depth skills and competencies, flexible tailored support and opportunities to leverage outsourced knowledge and skills in a consultative capacity. This ensures you are kept up to date as the IT environment continues to evolve.
IMC’s Managed Services approach affords customers the closest possible match to an in-house team of specialists without the HR headaches.
Products
NetActive – for your Networking infrastructure such as Routers, Switches, Firewalls, WAN Accelerators, load balancers
ServActive – for your Server infrastructure such as Physical Servers, Virtual Servers, and Supporting infrastructure such as SANS and backup devices.
VoiceActive – for your IP Telephony related infrastructure such as Voice gateways, Call Manager Servers, Voicemail systems
Features
24/7 monitoring
Regardless of the product selected, IMC will monitor your equipment 24 hours a day. We monitor elements that are important to the health and stability of a particular device. The following table illustrates some of the device health metrics we take an interest in.
IMC opens access to our monitoring tools so that you can see the status of your network via a standard web browser.
Statistics
To obtain a true picture of the status and performance of any environment it is critical to capture relevant statistical information. IMC does this through a combination of a comprehensive graphing application which is applicable to all managed devices along with a tailored NetFlow collection and reporting tool applicable to Network devices such as routers , Firewalls and WAN accelerators.
Threshold Breach Alerting
IMC has taken the collection of statistical information further, allowing us to set useful thresholds on key graphs and then generate breach alerts that require action by the IMC Engineers. Not all breaches are faults e.g. a busy WAN link, but some definitely are e.g. Exchange server CDrive over 90% utilised. IMC Engineers treat each breach seriously and after some analysis make a classification, either “Normal Operational Activity” or “Fault”
Preventative Maintenance Testing
We test your environment in an effort to find issues before they become apparent. In the Networking space this means routinely testing backup links and failover scenarios. In the Server space it means performing test restores of backups or Virtual Machine Migrations
Configuration Management
Where possible IMC will collect and archive device configurations and present them via a web based config archive portal which provides both version control and version compare features. This tool lends itself to Network Devices such as routers, switches and firewalls that require text based config files.
Asset Tracking and Control
Every managed device is enrolled into our system. We record device details such as Make, Model, Serial Number, Location, Address, Warranty/Maintenance Contract status. This information is available to you in report format on request.
Issue Identification and Fault Management
When an issue has been identified, IMCs Engineers will take ownership and follow through to resolution. This often requires troubleshooting, gathering evidence, logging calls with, and management of, third parties such as Hardware Vendors and Telcos. All the while we will keep you informed via status update calls, emails and even SMS. Of course you will also have access to the IMC Incident Logging System so you can check ticket progress at any time.
Information and Documentation Repository
It is vital to the success of any IMC project that everyone is on the same page. To enable this IMC provides a managed service portal where all relevant documentation can be housed and accessed. Documentation such as processes, procedures, contact details, network schematics, SLA definitions are housed securely and accessible only to suitably credentialed individuals.
Daily and Weekly and Monthly Activity Reporting
You will receive emails daily, weekly and monthly containing summaries of all tickets relating to your environment, including tickets associated with both faults and scheduled changes. Hyperlinks from within these emails direct you to the call detail held in IMC Incident logging system.
Monthly Management Report
Each month our engineers analyse and compile a Management report that concisely conveys the month’s events. It includes, all tickets, summarised and sorted by root cause, trends identified, capacity planning tasks and reminders and results of maintenance and testing tasks.
TECHNOLOGY CENTRE
All IMC Managed Services are driven from the IMC Technology Centre at our Homebush facility.
The Technology Centre offers a wide range of services that enhance our clients’ existing operations, and provides secure and dependable facilities in the event of a disaster or significant business disruption.
Services such as off-site hosting, co-location, disaster recovery (DR), business continuity, backup and restore testing as well as a modern training environment are available.
Clients can install their own DR equipment in the Centre, or take advantage of our extensive range of servers, communications and IT infrastructure onsite.