Its vast experience, know-how and ability to manage big projects make Sirti the ideal partner to manage large portions of the chain of value on behalf of its customers.
Specialised areas of expertise
THE MAIN AREAS IN WHICH SIRTI CAN PROVIDE QUALIFIED RESOURCES
- Carrier Networks (WAN)
- Multi services Networks (MAN)
- Enterprise Networks (LAN)
- Broadcasting Networks
- Backup & Recovery
- Intrusion detection
- Electrical plants
- Physical security
- Software development
- Applications management
- Operating Support Systems
- Work station management
- IMAC management
- Release management
- Smart Parking
- Smart Lighting
- Smart Waste
HOW THE MANAGED SERVICES CAN BE PROVIDED
Sirti offers its managed services from the numerous offices all over Italy. The services offered form part of 3 main categories:
A COMPLETE RANGE OF SERVICES PLANNED TO MANAGE COMPLEX SITUATIONS
Contact Centre Services
Single Point Of Contact –
Dispatching toward Technical Team –
Coordination Field Operation –
Generally provided through the Sirti central operations centre, but also available at the customer’s offices. These services provide a single customer service centre to deal with the problematic issues. The contact centre staff will receive the requests from users and technicians, open the files on the trouble ticketing system, classify the problem and dispatch the applicable technicians to deal with it. Its role as the first contact makes this function a reference point for the field technicians and the customer.
Monitoring & Troubleshooting
Monitoring Networks, Systems and Applications –
First Level Troubleshooting –
Dispatching toward Technical Team –
This service was created for those situations where the critical applications and technological infrastructures have to be guaranteed uninterrupted service. Specific software is used for this function to reveal any malfunctions, carry out the initial technical checks and employ standard problem-solving methods to try and solve the problem. The next level of assistance will be provided if the problems are more complex.
Infrastructures creation –
Installation & Commissioning –
Acceptance Testing –
This function is in charge of deployment processes and the creation of technological infrastructures. In accordance with the specific context, the output of this area of services can be very varied:
- creation of a network
- installation and configuration of a server
- installation and configuration of a CCTV system
- installation of a technological kit
- construction of electrical plants and panels
Site Survey –
Inventory DB Management –
This function is in charge of planning, site surveys and production of the documentation for permit applications. It involves a team of about 60 technicians who are specialised in the design of state-of-the-art technological infrastructures. The computer systems used by this team allow them to work either in the office or in the field, using the same geospatial database. The functions available will provide the technicians with aided planning in order to reduce human error and ensure full compliance with the specification standards of each customer, from the on-site inspection documentation to the permit applications, the executive plans and the as-built drawings.
The site survey activities will be carried out with the support of state-of-the-art tablets and internally developed apps. The information gathered in the field will populate a centralised geospatial database in real time so that it will be immediately available to the technicians in the office.
Technical Support & Assurance
Technical Help Desk –
Incident & Problem Mngt –
Second Level Troubleshooting –
Escalation toward Technology Supplier –
Operation Support Systems –
This area provides support for preventive maintenance on a proactive, corrective basis to ensure that customers’ assets are maintained at maximum efficiency levels. This service is in charge of resolving complex problems that may require intervention in the field or interfacing with specialised vendor staff (TAC). They are specialised technicians who operate at the Central Operations Centre or at the customers’ offices.
Delivery & Maintenance
Customer Provisioning and Roll Out –
Corrective Maintenance –
Time Based Maintenance –
Proactive Maintenance –
This is a functional area comprising about 2000 field teams who carry out preventive, proactive and corrective maintenance. These technicians are coordinated by the Central Operations Centre and are in constant contact with the company computer systems through state-of-the-art tablets. The mobile workforce management app allows them to receive instructions from the central operations centre and forward information on the state of progress of the activities and the use of spare parts.
Logistics & Spare Parts Management
Warehouse Management –
Spare Part Management –
Life Cycle of Parts Management –
Inventory DB Management –
This is the life cycle management logistics service for spare parts. This service involves the strategic measurement and distribution of inventories, in addition to purchasing supplies or acquiring certificates of guarantee from the vendor. This department also provides packaging, customisation and asset configuration services. Couriers are organised to make the parts available on site in accordance with the SLAs agreed with the customer.
Application Management –
Software Operations –
Fleet Management –
Software Development –
Software Integration –
This is the set of services relating to the analysis, planning, development, testing and management of software applications. The team develops software, and comprises about 50 specialised and certified technicians, working in accordance with the AGILE and ITIL methods to implement software solutions for the first time or add market products. Some of the most important software instruments for the activities carried out by Sirti come from the work of this team. The software operations team also work in this area, and are in charge of managing the applications and monitoring the correct functioning of the software systems.
Project SLA monitoring –
Sales Support –
There are 170 specialists working in project management. This area is in charge of managing complex projects. The Sirti project managers have the necessary technical, managerial and commercial skills thanks to their constant training, and are reliable, versatile resources, who can deal with the most critical situations, employing the most refined problem-solving techniques.