OUR MANAGEMENT SERVICES

Smile IT recognises no two businesses are the same. We provide highly customised managed IT solutions to ensure specific business needs are met.

A Smile IT team member will meet with you to determine a suitable level of IT services that meet your requirements.

Service levels are customised to ensure that the IT services delivered will be more beneficial for you.

An Executive Summary Report with metrics from the previous months use of our services is emailed to the Primary IT Contact each month.

The report includes metrics such as:

• Number of service requests opened and closed for the month
• Top 5 users for service requests volume
• Service request types (by category)
• Completion time for each service request
• Upcoming warranty expirations.

Onsite quarterly business reviews (QBR).

Allocated two -hour onsite session includes a discussion of:

• The previous quarter’s metrics
• Plans for next quarter
• Refresh cycle updates/minimum standards
• Technology budget update
• Technology updates

Reports on client’s IT system are prepared on request. Information included in the reports include system health, patch compliance, hardware inventory, software inventory, device warranty, automations run, antivirus status.

Our service desk software provides a comprehensive set of service reports, and these can be customised based on client requirements.

Standard reports include (but are not limited to):

• SLA metrics
• Tickets logged (overall, per user, per issue type etc)
• Response times
• Resolution times
• Escalation metrics
• Support hours by type
• CSAT ratings (customer satisfaction)

A comprehensive report is created following a major incident impacting IT service, when requested by the client.

This report identifies details of the incident resolution; provides an assessment of the business impact; outlines steps undertaken in investigating the underlying problem and the findings of the investigation; details any further required actions; and includes any recommendations to be implemented.

Smile IT maintains a record of all managed hardware warranty expiry dates, software maintenance/support service renewal dates, and domain and SSL certificate renewal dates.

These are included in reports which are supplied to the client on request. Does not include software maintenance/ support service renewal dates for software not provided by Smile IT.

Custom forms are used during the setup and deactivation of user accounts. These forms are completed by the client via the online ticketing portal. Our helpdesk technicians onboard and offboard user accounts based on the information specified in the form. This process increases efficiency and accuracy while providing clients with full visibility into exactly what has been configured and which permissions have been granted.

On request, new forms can be added and created in the portal for any service that requires a standardised way to collect information.

Upon request, a review of the client’s service usage with an aim to reduce the number of incidents, and the average time to get the client up and running again. Recommendations will be provided to the client.

Smile IT works with the client to create a planning strategy for the use of IT.

Includes a document that outlines an organisation’s IT objectives and strategies to support and enhance its overall business goals and objectives. This plan encompasses the identification of critical IT processes, resources, and technologies required to drive business success. It provides a roadmap for IT investments, resource allocation, and risk management, ensuring that IT activities are closely aligned with the organization’s strategic priorities.

The IT General Controls Review is designed to provide management with an evaluation of the effectiveness of the organisation’s controls.

The controls assessed are based on the globally recognised COBIT methodology, published by the Information Systems Audit and Controls Association.

A relevant set of COBIT control objectives is agreed with management prior to undertaking the work. The outputs of the review are an Executive Summary comprising:

• A risk matrix
• Key review findings
• Recommendations)
• Detailed findings per control area.

The Cyber Security Review is designed to provide management with an evaluation of the effectiveness of the organisation’s cyber security defence controls and associated recommendations.

The controls assessed are from the ‘Critical Security Controls for Effective Cyber Security Defence’ as recommended by the Centre for Internet Security (CIS).

Includes a software-based network and security assessment.

An IT Health Check is conducted to provide the client with a broad overview of the current health of their IT environment, and to identify any potential areas of concern.

This includes an assessment of the following areas:

• Information Security
• Business Continuity
• Network Performance
• Cyber Security

The components which make up each area are listed and assigned a rating based on their compliance with best standard practice.

Assessment findings are detailed in an easy-to-understand report and discussed with client.

A budget is created to outline expected capital and operational IT expenditure throughout the year.

This allows the client to plan for items such as IT support costs, IT projects, license and warranty renewals, replacement hardware, and service subscriptions such as internet and telephony.

The IT budget helps to ensure that the IT expenditure is aligned with the business goals, optimise value, and mitigate risks.

Review IT expenditure to ensure that IT services and purchases are delivering value. The goal is to assess the efficiency, effectiveness, and sustainability of spending, identify cost savings opportunities, and make informed decisions to improve financial performance.

Includes a cost management process where actual costs are compared to budget. IT costs are monitored and reported. Any deviations are identified, investigated, and assessed.

Develop and maintain documented IT policies to support IT strategy.

Includes:

• Policy intent
• Roles and responsibilities
• Exception process
• Compliance approach
• References to procedures
• Standards and guidelines.

These policies outline the expected behaviour for staff utilising IT systems, protect data security, help comply with legislation and industry regulations, reduce the risk of malware and infection, and for any other required outcome.

Common IT policies include:

• Password policies
• Information security policies
• Privacy policies
• Backup policies
• Physical security policies
• Network access policies
• Cyber security policies

This is the first part of establishing a Disaster Recovery Plan. Business functions and the IT systems and assets required to support them are identified, and a risk assessment is conducted to determine the threats and vulnerabilities to these systems and assets, both internal and external.

The risks of the various threats and vulnerabilities are assessed, and the impact from any disruption to the services is estimated. Risks can include business operations, financial performance and business reputation.

A Disaster Recovery Assessment allows a business to be aware of any risks posed to the IT systems which support business operations, and to begin to plan to mitigate these risks.

This builds on the disaster recovery assessment, and forms part of a business continuity plan. A comprehensive disaster recovery plan is created to outline the strategies and procedures to restore IT services to an acceptable level of performance within required timeframes following a major disruptive event.

The plan is based on risk understanding of potential business impacts and address requirements for resilience, alternative processing and recovery capabilities of key IT services. It covers:

• Usage guidelines
• Roles and responsibilities
• Procedures
• Communication process
• Testing approach

Having a Disaster Recovery Plan means that a business can be confident there are established processes in place for recovering from a disaster and is aware of the estimated time and potential data loss which may occur as a result of various disasters.