Infrastructure Management

Trilogy’s IT Infrastructure Management service offers greater flexibility, control and certainty across your physical, virtual and cloud environments. Working alongside your IT department, we tailor defined sets of support services to enable the business to deliver on its strategy – without exposing it to external risk.

With Trilogy as your IT managed services partner, you can be confident that your infrastructure – servers, databases, storage, network, applications, end-point devices – are being actively managed, monitored and supported.

We ensure that your infrastructure performs optimally and that any changes or issues are efficiently managed in a non-disruptive manner. By monitoring performance we resolve problems quickly and easily with minimum impact.

ITIL

Trilogy uses the ITIL framework which is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. ITIL is used to demonstrate compliance and to measure improvement. The components of the typical ITIL based MITaaS being offered by Trilogy are:

1. Incident management
2. Problem management
3. Event management
4. Change management
5. Configuration management
6. Release management
7. Service management
8. Infrastructure healthcheck
9. Vendor management

On boarding health check

We conduct an infrastructure health check across all desktop and data centre hardware. This provides baseline performance information, identifies areas of over or under utilisation and can provide an immediate return for the business in terms of cost and risk management.

Performance portal

edge/point is Trilogy’s own web portal with an intuitive interface that offers an accurate, single view of your IT assets – providing real-time performance data for you to share business-wide.

Smart monitoring

We offer infrastructure and application wide monitoring 24/7/365, with intelligent alert routing, resolution and reporting.

Capability evolution

We monitor and track recurrent problems, looking to identify better ways to manage your infrastructure. This enables us to detect and resolve potential problems and reduce management load.

Customer support process

Rapid diagnosis and fix of issues via automation and remote support is critical to efficient infrastructure management. Guided by our customer support process our help desk and on-site engineer teams deliver expert support under agreed response times.