Monitoring
AMS oversees the environment with customized, state-of-the-art monitoring software that provides real-time view and on-the-fly reports of IT infrastructure resources. It provides our administrators with the ability to proactively manage the infrastructure instead of only reacting to events.

 

Operating System Maintenance
AMS is typically the single point of contact for IT Systems Support, which will include software support for the OS. Patches are applied, as required to maintain the operability of the systems. The AMS support team will also provide regular day-to-day tasks, related to the continual operation and overall performance of the systems.

 

Hardware Maintenance
Services that repair or optimize hardware, including basic installation, contract maintenance. The service might also include telephone troubleshooting.

 

Network Administration
AMS can manage a wide variety of the Customer’s communication network required for the systems in-scope, e.g. connecting switches. Our specialty is to simplify the management aspect of Network Services, such as LDAP, NIS, DNS, Telnet, RSH, SSH, FTP, NTP by integrating them into a centralized, customized management station.

 

Problem Management
AMS supports phone, email and problem ticket requests to manage the flow of technical support issues for our Clients during normal business hours. After hours technical resources will be available on an on call basis through voicemail or pager activation.

AMS will use support ticketing for tracking all problems for systems and networks. Problems can be logged into this system as a result of individual calls to the AMS Help Desk or when AMS proactively creates a ticket using our automated tools. All problems are tracked to completion with automatic escalation and service level management. Troubleshooting is performed by the on-site team, which should include a senior level technician as lead for high level problem analysis. Timely response is secured by direct escalation paths to AMS and Client Management. Escalation to Hardware or Software vendors, if required, is part of our standard escalation procedure.

 

Capacity Planning & Management
To provide a solution for the growing demands of disk-space and CPU power AMS will use custom monitoring software to constantly watch server disk capacities and CPU performance to ensure efficient use of current resources.

AMS will analyze and classify disk usage data and provide recommendations for a tiered storage solution. Our experience with hardware consolidation, obsolescence planning, 1U and blade server designs enables us to propose solutions that will fit into today’s space and power limitations.