How Veridical Work what sets our IT support & managed services apart

Veridical deliver better Managed IT Services through an ITIL based service management and delivery system which combined with certain elements of Six Sigma quality processes ensure that we are miles ahead of our competition. This is more than a mere bold statement – it is a fact

Read on more for why that is the case and how we deliver our services

Veridical Expert Service Delivery

Veridical’s Service Level Management software is far ahead of anything else currently available in the market. Veridical’s system defines and tracks our client’s SLA (important things such as intial response time, time to develop a resolution and final resolution time). The Veridical system allows us to create and deliver on either very simple or sophisticated service level agreements designed to exactly meet our client’s specific needs.

ITSM and ITIL

At Veridical, we use Information Technology Service Management (ITSM) to improve the delivery of IT resources at all infrastructure levels. ITSM is the controlling factor which will be used to overhaul your IT systems and look to align them with your business goals. We also devise an extensive Information Technology Infrastructure Library (ITIL) for every client which will enable us to keep track of ITSM targets, improve workflow and achieve optimum service delivery levels network-wide.

We employ advanced service management solutions to ensure 100% effectiveness of any ITSM program. These include Automation technologies will be used at many levels to streamline the processes as much as possible.

Functions that can be automated include:
  • Incident management
  • Problem Management
  • Asset management
  • Change management
  • Service management

The Veridical approach will be a major addition to your IT Systems and will allow them to reach new heights in terms of availability and delivery of services. Our Goal at Veridical is to take into account industry leading practises like ITSM and ITIL to allow us to offer the best possible Managed IT Services packages to all of our customers.

How we deliver our Managed IT Services

So how do we apply this to deliver Managed IT service for your organisation :-

  • Industry leading ITIL based Service Help Desk Ticketing System
  • Veridical provides a solution for managing, controlling, analysing, planning and administration
  • Pro-Active service delivery capabilities from remote desktop monitoring via low resource local agents that result in increased productivity, consistently delivered service levels and cost reduction for our clients
  • Automated resolutions for common problem through remote monitoring and management automated processes
  • Automated Project Management system linked to our client’s infrastructure setup
  • Automated Engineer Dispatcher and Scheduling so that our clients receive an optimal and efficient service
  • Service Ticket Escalation and if required automatically directed to vendor for bug fixes until resolution
  • Optional Inventory and Asset tracking and Management
  • Audit trail
  • Desktop Policy Management
  • Group Policy Management
  • Imaging and Deployment
  • Proactive Network and Systems Monitoring and Alerts
  • Software and patch deployment
  • Encrypted Remote Access and Remote control
  • Mobile Device Management
  • Ability to manage Multiple Active Directory infrastructures from the Veridical network operations centre (NOC)
  • Online Backup
  • Veridical Info Centre and Reporting Centre
  • Mobile Engineer workforce (supplementing the helpdesk resource) enabled with smart devices to be able to respond to tickets anywhere they are and update tickets and work on tickets remotely.
  • Client Access Portal – Facilitates clear and easy communication with our clients by providing them with their own secure web portal to submit tickets and requests, review work statuses and much more
  • Monitor response times and resolution plans for your service tickets
  • Surveys after service ticket resolution to ensure we live up to our client’s expectations.
  • Veridical’s systems tracks, times and records all information
  • Automated failsafe system to prevent service ticket from falling through the cracks
  • Proven helpdesk and remote monitoring and management technology
  • Ability to analyse client metrics that will help you realise your investment into Managed IT Services and ensure both operational efficiency and cost reduction.
  • Optional Anti-Virus and Anti-Malware Management and Updates
  • Veridical’s systems tracks, times and records all information
  • Automated failsafe system to prevent service ticket from falling through the cracks
  • Proven helpdesk and remote monitoring and management technology
  • Ability to analyse client metrics that will help you realise your investment into Managed IT Services and ensure both operational efficiency and cost reduction.
  • Optional Anti-Virus and Anti-Malware Management and Updates
Multiple methods for raising service tickets including:-
  • Phone
  • Fax
  • Automated ticket raised from emails
  • Web portal
  • Agent installed on all laptops and PC’s

Advanced Reporting

Reports will be created for our clients to provide an insight into the work that is being done. These reports will typically include:

  • Information drawn from a timeframe selected by the client, whether this be monthly, quarterly or annually.
  • Ticket resolution statistics sorted by variables such as ticket type, ticket priority or the percentage of met SLA’s.
  • Easy to view graphs and charts to give our clients a deeper view of the problems and how quickly they are being resolved.

Veridical Project management system

With our project management system we deliver projects on time and on budget. We can quickly see what’s due, what’s completed and what’s overdue.

Veridical manage the project and its processes, from start to finish, incorporating:
  • Hassle free installation of hardware and software
  • Automatic tracking of projecting timeframes and expenditures
  • Full IT project management
  • Advanced training for a variety of IT Technologies
  • Proactive maintenance plans. Projects will be outlined with task lists for individual devices, allowing simple event log tracking, patch management and updates to software.

Data Centre

Veridical’s data centre is hosted at multiple locations mostly based in London but also outside of London to cover the North of England too. All of our data centres are with leading, carrier-grade Internet Service Providers. The data centres are fibre optic based facilities with an integrated communications carrier specializing in Ethernet and Transport Data Networking.

Power Infrastructure

We use power feeds from a number of locations which are spread over a set of entry points into the building. We also utilise a backup generator capable of providing a week’s worth of power for use during unexpected power outages.

Network

Connectivity

We use carrier diverse backbone technology and Tier1 providers such as Level 3 ensure uninterrupted connectivity. We also take advantage of fully redundant carrier-class edge routers powered by Cisco Systems to further enhance reliability.

Performance

Full caching and advanced load balancing systems are installed to ensure optimum application performance across the entire network architecture.

Security

We utilise state of the art, application aware security systems to ensure that vital customer data is never at risk. The entire network will be protected using industry leading tools that check 100% of the traffic using Layer 7 filtering and will be fully set up to defend against all types of malicious attacks.

Infrastructure

Servers

Veridical operates using a server farm which will be under constant surveillance to ensure maximum performance. The server farm is made up of physical and virtualised systems which will combine to offer the best possible service. We have implemented full redundancy covering all hardware and software components which we use in our production environment. Redundant Storage, CPU, Power and network interfaces will be put into use on all front servers as well as back up servers.

Storage

We look to ensure constant access to files and fast performance across all storage devices. We use a combination of fibre channel and iSCSI SANs to achieve this, while also providing data protection and effective recovery procedures.

Backup

Backup checks will be performed hourly to protect against any data loss. In addition, full system backups will be performed every night to minimise the data loss window in the event of a network disaster.

Off-site backups are kept secure in the unlikely event of loss of all data.