Managed services have been popular among organizations of all sizes for many years. In essence, the managed services model allows you to outsource some or all of the maintenance, management and support of your AV/IT environment to a third-party provider.

Within that basic definition, however, there’s a tremendous amount of variation. Some managed services providers (MSPs) simply monitor systems for a “green light,” others provide end-user support and still others offer fully outsourced AV/IT infrastructure management. As a result, many customers evaluate managed services based upon a laundry list of tasks rather then the results to be achieved.

At Rahi Systems, we believe managed services requires a strategic approach. Our managed services methodology incorporates everything needed to optimize your AV/IT operations in a fully customizable model that focuses on business outcomes. 

Let’s take a look at the three elements of our methodology and how they work together.

Remote Monitoring and Management

In a previous post, we discussed how remote monitoring and management (RMM) enables us to rapidly detect problems, perform proactive maintenance, and optimize performance across the customer’s environment. We have made significant investments in an array of tools that allow us to not only monitor systems but automatically schedule tasks and generate detailed reports with actionable analytics. We believe that our role as an MSP isn’t just about keeping your systems running. We want to be a partner helping our customers make decisions on future technology buys based on outcomes from their existing technology. Behind the scenes is a team of skilled technicians who can respond to issues and alerts around the clock. There are multiple ways customers can take advantage of our RMM capabilities. We can provide a turnkey solution, or we can give the customer’s in-house AV/IT team access to our tools. In some cases, we’re asked to monitor the tools customers have already deployed because they don’t have the in-house staff resources to maximize the value of those investments. Our flexible approach is focused on the customer’s needs and priorities.

Network Operations Center

The second pillar of our managed services methodology is our Network Operations Center (NOC). More than a place, our NOC is a team of level 1, 2 and 3 engineers who can remotely troubleshoot a broad range of hardware, software and connectivity issues.

Again, customers have multiple avenues for engaging with our NOC. The ticket can come straight from our RMM tools, or the customer can call, email or connect to our support portal. 

We can respond to Tier 1 issues and escalate to the customer’s in-house engineers if needed, or the customer’s help desk team can hand off more complex problems to our high-level engineers. Our objective is to serve as an extension of our customer’s technology support teams with a global presence, 24×7 coverage and focused expertise.

Onsite Technician Presence

In some cases, it’s simply not possible to resolve issues remotely. We can dispatch engineers and technicians to deliver break/fix services or to perform extensive analysis and troubleshooting anywhere in the world. Rahi has technicians around the globe in the case of an area that we don’t have a Rahi technician, we can leverage our vast third party partner alliance to support our customers and meet stringent SLA’s. In all cases, Rahi provides one throat to choke so you are dealing with one company regardless of where you need service.

Our technicians can also go onsite on a regular cadence to perform hands-on preventive maintenance. These preventive maintenance sweeps are especially valuable for A/V systems and endpoint device support.

Some customers leverage our team on a full-time, onsite basis. Embedded staff provide the expertise customers need without the time, headaches and expense of hiring additional IT personnel. Engineers who work onsite are backed by our entire managed services team and can escalate issues as needed.

The Value of Managed Services Today

Rahi’s approach to managed services is more valuable than ever, with remote work models and an explosion of devices and applications. Let us customize a managed services plan that utilizes any or all of our three pillars to precisely meet your needs and objectives.

Sydney: +61 (2) 8488 4700 Melbourne: +61 (3) 8488 7390