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Customized Infrastructure Care

Lower your ICT costs by out-tasking service management to a world-class expert.

Orange Business Services

overview

 

full range of capabilities
Customized Infrastructure Care is our premier service management offer based on ITIL® best practices and ISO20000 certified support teams. It provides a full range of monitoring, control and support capabilities. We deliver a single comprehensive and consolidated interface to give you better visibility on your Orange, your own and/or third-party devices and converged communication infrastructures.

complex infrastructure management
You can radically simplify your service management, especially if you have an ICT solution made up of many types of devices from multiple third-party providers. Having an integrated and coherent service management offer in place for all services in your solution is time-and-cost-effective in terms of staffing and incident resolution. You can focus on what you do best and let Orange take care of the management of your ICT infrastructure.

best-in-class people, processes and tools
As an ideal combination of our people, processes and tools, Customized Infrastructure Care has been designed, deployed and delivered by experts: consultants, customer service managers, change managers and service desks are located in all regions. We apply global processes locally, based on ITIL® best practices and use the industry-leading ServiceNow® service management platform and customer portal.

what it does

need to eliminate multi-vendor interfaces?
With Customized Infrastructure Care, you work with a single partner and streamlined, global interfaces (portal, service desk, inventory, service manager) for your entire infrastructure. Trouble-shooting is more efficient: you know exactly who is responsible for incident and/or problem resolution. 

want to check on incidents and change requests more easily?
Customized Infrastructure Care comes with online access to our Service Management System through a user-friendly portal. This enables you to report incidents, request changes and track status in the same place. You can also access reports, such as performance and capacity reports, and display configuration status. We call it your single pane of glass.

is it critical to minimize incident resolution time?
Your infrastructure is monitored on a 24/7 basis by an automated system that consolidates WAN and LAN event monitoring and incident reporting. This proactive approach to infrastructure management improves resolution times and unifies the approach to event monitoring and incident reporting.

how it works

consultative approach
Professional consultants work with you to ensure Customized Infrastructure Care is optimized to meet your requirements, even as they evolve. Our consultants provide IT service management consulting via a series of workshops to understand and validate your requirements, help you to align business and IT goals, and optimize your ICT delivery model during the service lifecycle.

clear interface with Orange
Orange provides you with a designated customer service manager, who ensures your services are available and optimized; a service desk for incident, problem and change management; and a change manager, who ensures changes are implemented with as little impact as possible. Your Customized Infrastructure Care portal provides you with full visibility of your Configuration Management Database (CMDB), which contains details of the entire infrastructure managed by Orange, together with all ITIL process activity and real-time device performance. You can report and track incidents, request and track changes, and create, view and export reports in this portal.

three profiles for ultimate flexibility
Customized Infrastructure Care offers two defined profiles (basic and advanced), which cover services ranging from simple monitoring of your infrastructure to a fully-managed solution complete with SLAs and a customer service manager. A third “à la carte” profile provides ultimate flexibility to define a profile that meets your unique requirements. 

availability
Customized Infrastructure Care is available worldwide throughout our footprint.

                                                                                     

your benefits

lower your costs
You can lower your costs and increase your productivity by out-tasking some or all elements of your service management to Orange Business Services based on your business challenges, specific needs and priorities. No capital expenditure is required, and you can save up to 20% on service management costs as you do not need to devote your own resources to service management. 

focus on your core business
Offload daily operational tasks and minimize the impact of ICT issues; this allows you to focus your staff on delivering your core products and services while being assured of our technology expertise.

customize based on your specific needs
With its three profiles, Customized Infrastructure Care is designed to be flexible and tailored to meet customer requirements: you decide what is managed in-house and what is out-tasked to Orange.

gain full control and visibility of your IT infrastructure
Customized Infrastructure Care gives you end-to-end visibility across a multi-vendor, multi-technology ICT environment. Our advanced portal provides transparency and real-time visibility to all ITIL processes, and consistent, consolidated performance reporting enabling you to make better, more informed decisions. You have single points of contact for account and service issues, plus one service desk to resolve all incidents and requests.

learn more

Customized Infrastructure Care includes:

  • service management consulting:
    • our consultants design the optimal service management solution for your unique environment
    • they can also help you to align business and IT goals and optimize your ICT delivery model during the service life cycle



  • advanced performance monitoring and flexible incident creation options

  • portal customization including e-bonding with your own service management tools

  • advanced reporting features:
    • reporting on the business metrics you need to track
    • catalog of alerts, dashboard reports and predictive analyses enabling you to evaluate actual service quality against pre-defined operational, contractual and financial metrics
    • an SLA manager responsible for setting up and implementing this catalog