Graphics: Ongoing services

Infrastructural Services - Hosting, Private and Public Clouds

There are various models for the provision of infrastructural services. The models differ based on the location (On premises or Outsourced) of the property and the infrastructural resource provision model (Traditional or Cloud), as well as the combination of basic infrastructural services provided (Data Centre Client management and administration services and Client management of the Data Centre and hosting and Cloud infrastructural services) and the methods of client management.

Systems management

The objective of the service is to maintain an optimal operating environment in order to guarantee the provision of IT services to support the FS Group activities. Systems management must provide for the performance of all the activities necessary for their proper operation. The service therefore answers the purpose of undertaking, managing and keeping updated and operational the hardware/software infrastructure used for the provision of one or more IT services, implementing the most recent technological innovations released by the market and necessary for the proper provision of the service.

Application management and administration

The “application management” service includes all the activities that must be performed by FST to allow the Client Companies optimal use of their applications, meaning both from the point of view of the correctness and suitability of the functions performed and from the point of view of expected performances. The application management service will be provided on an ongoing basis for the application scope concerned and any future evolutions.

Corrective maintenance

Corrective maintenance includes all the activities necessary to maintain the all the software resources in use operational and efficient, in order to guarantee the delivery of the functionalities as required by the Client Companies and to ensure the ongoing resolution of malfunctions and security issues, with both reactive and preventive measures that can be planned over time.

Service Desk

The aim of the Service Desk is to provide a single point of contact for all ICT service users. It is used as an interface between users and Event Management, Incident Management, Problem Management and Request Fulfilment processes, with which it works very closely.

Disaster Recovery and Business Continuity

The aim is to ensure the Disaster Recovery service for the applications (including all the various systems and environments) listed in the Disaster Recovery Plan (DRP), according to the method stated and at the stated level of performance.

The workstation (WS) management services, including the support activity, are provided by FST to the Client Companies using the specific methods currently in use and which will be agreed between the parties in specific additional documents.

Those services include:

  • Preparation and staging of the workstations and mobile devices, including the installation of operating systems and standard configurations;
  • Install, move, add, change (IMAC).

These services include all the provisioning services of the different types of connectivity required by the Client Company, including support activities:

  • Management and administration of data transmission services in the geographic area and for Internet access;
  • Local area network (LAN) management and administration.

Provision and management of telephony services (fixed and mobile) for employee use.