Managed Services

Organisations depend on increasingly complex networked ICT solutions to underpin their business operations, enabling them to achieve their strategic goals. This complexity prompts many of them to hand over its management to specialist service providers. You want to concentrate on what’s core to your business, rather than the technology that underpins it. BT Ireland is a leader in Managed Services for full or partly outsourced network and IT support. Drawing on global experience and local expertise, a 200-strong team in Ireland covers networks, communications, applications, data centre services, workplace and infrastructure services.

We provide a one-stop shop, a unique end-to-end service that extends from the network (LAN and WAN) to the application layer, out into the data centre and increasingly to the cloud. We currently provide Managed Services to over 500 customers in Ireland, spanning many types of industries sector and size of business. Once you have defined and agreed how you want to leverage BT’s expertise, our design and implementation team fine-tunes the proposition before handing it over to Managed Services for the lifetime of the contract. Our industry-recognised expertise combined with a commitment to customer service, driving operational efficiency through optimisation and cost reduction. Our service level agreements ensure best practice service delivery to meet your business needs, delivered by ITIL aligned people, with processes and systems all validated by our ISO 20000 accreditation.

BT is the only provider in Ireland to validate its Managed Services through Lloyd’s of London. A bi-annual audit from a respected third party ensures continuous improvement from BT to meet the high standards increasingly expected from multinationals, blue-chip companies and government agencies.

Service Desk

First-line support built around people, processes and technology, focused on first call resolution with 24/7 proactive monitoring, measuring availability and capacity to ensure optimum performance. We use BMC Software which regularly features in the Gartner Magic Quadrant for IT Service Support Management Tools.

Service features include:

  • Automated monitoring, alerts and event management
  • Incident and service request logging and tracking online or by phone
  • Onshore support with global reach
  • Auditable for compliance
  • Tailored Service Level Agreements
  • ITIL accreditation in best practice IT management
  • ISO 20000 certification

Technical Services

BT subject matter experts are available to provide highly specialised, second-line support. Averaging over 10-years industry experience, with accreditations in HP, Microsoft, Citrix, Cisco, VMware and other key technologies, they are the technical brains behind our Managed Service proposition.

Service features include:

  • Highest professional accreditations
  • Award-winning skills
  • Global talent pool
  • Global knowledge base
  • Major vendor support
  • ITIL/ISO best practice

Governance and Compliance

To encourage openness and transparency with our customers, we set up boards/committees to embed effective communications in the partnership. This builds trust, drives successful execution with continuous improvement, and provides checks and balances for ongoing compliance.

Service features include:

  • Strengthening relationships
  • Maximising value
  • Continuous improvement
  • Regulatory compliance
  • Proactive trouble shooting
  • Better service delivery

Customer Specific Managed Services

Sometimes customers have requirements beyond the efficiencies of our shared service model. If you have specific security requirements or depend on a unique and critical configuration, we will design and host the infrastructure with dedicated hardware, then maintain it with specialist engineers. A ring-fenced collection of tools and processes will be mapped to your unique business needs, all managed by an accounts team accessed through a single point of contact.

Services include:

  • Multiple vendor options
  • ISO 20000 certified
  • End-to-end service
  • Continuous improvement
  • Seamless upgrades
  • Tailored SLAs
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1800 924 929