ICT Infrastructure Support & Management

It’s essential that a managed service is able to give your people and customers the help they need, when they need it. And it makes a big difference when that service is provided promptly and courteously.

Frame’s Service Desk operators are trained to meet customers’ needs. They’ll collect and action incidents to your complete satisfaction.

Service Desk services include:

• incident and case management
• vendor and other third-party management
• remote resolution
• proactive system monitoring and alerts
• user account management.

Since our processes are aligned with ITIL standards to address all aspects of service delivery and management, you can be confident in receiving consistent call handling and resolution.

With the vast array of technologies your people and customers are expected to use, it helps to give them meaningful assistance when they need it.

Frame’s end-user support covers desktop PCs, mobile devices and virtual desktop infrastructure. We provide the support your people and customers need to get on with doing their job, instead of them being prevented or distracted by annoying and recurring technology issues.

End-user support services include:

• SOE-image deployment and patch management
• basic security management (virus, spam and content filtering)
• operating system, hardware and application support
• asset management.

We also provide support for the deployment and maintenance of web technology, such as Microsoft 365 deployments, ensuring smooth and efficient operations.

Servers house the data and systems your organisation depends on. You can’t afford for your servers to be unavailable or underperforming.
We offer a complete management solution for your server environment. We work with you to identify the mission-critical servers as well as the workhorses, and structure services to ensure your business keeps operating as expected.

Server support services include:

• 24×7 monitoring of availability and threshold events
• support for multi-vendor server environments
• everything from procurement, implementation and operating system management, through to security, backup and recovery
• ongoing capacity management for cloud environments to assist with curbing excessive charges.

Data and communications network technologies are continuously advancing. It is not always feasible for your internal staff to possess expertise in every emerging technology you aim to implement.

Because our ICT consultants and engineers are knowledgeable of and skilled in design and implementation of data network and converged communications infrastructure — using and integrating technologies from different vendors — Frame is exceptionally well positioned to provide support for your data and communications network.

Network and communications support services include:

• Managing and monitoring all aspects of networks and communications
• WAN, LAN, IP telephony and messaging support
• capacity planning
• break-fix services.

What’s more, proactive monitoring and continual improvement projects ensure your communications are secure and available when you need them.

With Frame managed services taking care of your day-to-day ICT operating tasks, you get the ICT support you need from a specialist team with the requisite knowledge and skill.

You receive Service Desk advice and information (level 1 support) with field engineering support for problem rectification (level 2 support).

Our in-house technology specialists are available to provide in-depth problem resolution (level 3 support) and we facilitate vendor support (level 4).

Frame’s ICT and digital support services are aligned to meet and exceed agreed and measurable service levels for all aspects of your operations.

Digital support tools enhance customer interactions and service levels, ensuring a seamless and high-quality experience across multiple support channels.

Service levels benefit from being simple, measurable and realistic. And we work with you to keep them that way, with periodic reviews to ensure they continue to meet your needs and to accommodate better metrics, measurement tools and processes.

Reducing ICT operating expenses and freeing up resources is crucial for organisations to optimise their IT infrastructure and allocate resources more efficiently. Here are some ways to achieve this:

• Implementing Cloud-Based Solutions: By moving to cloud-based solutions, organisations can significantly reduce hardware and software costs. Cloud services offer scalable resources that can be adjusted based on demand, ensuring you only pay for what you use.
• Outsourcing Non-Core IT Functions: Outsourcing tasks such as network management, data backup, and technical support to specialised service providers can help reduce costs and allow your internal team to focus on core business activities.
• Automating Routine Tasks: Automation tools can handle repetitive tasks such as software updates, backups, and system monitoring, minimising manual intervention and reducing the risk of human error.
• Energy-Efficient Data Centers: Implementing energy-efficient solutions in your data centres can reduce power consumption and lower utility bills. This includes using energy-efficient hardware and optimising cooling systems.
• Regular IT Audits: Conducting regular IT audits helps identify areas of inefficiency and optimise resource allocation. Audits can uncover outdated equipment, redundant processes, and opportunities for cost savings.

By implementing these strategies, organisations can reduce their ICT operating expenses, free up resources, and allocate them more efficiently to support their core business operations.

Our focus is on helping you to reduce recurring ICT charges, manage your ICT service providers, and align ICT services to support your day-to-day business operations.

Importantly, you get the help you need to:

• accurately quantify your ICT operating costs and budget for them
• take advantage of our national coverage and volume discounts to reduce your ICT operating expenses
• focus on the ICT projects that move your technology forward and deliver the best business value
• define and document processes and deliverables to eliminate single points of failure
• invest in professional development to enhance employee skills and optimise ICT operations.

You also have access to national order processing for ICT infrastructure assets, as well as coordination of installation works.