Section 5: Understanding the scope

of services

BY:
R2CTPO expectations
• Ensure networking is running: Optimize their operations by outsourcing IT
services
• IT Management: Able to manage networks, operating systems, reliability,
recoverability, security, computer systems, and associated software and
hardware
• Wireless network management: Keep sustainability of wireless networking system
within organization
• Network and IT security: Data backup processes, software licensing, maintaining
workforce remotely, install of new servers, manage email systems, and other
capacity management services
• IT planning, budgeting, and purchasing: Forecasting of future unprecedented
events would be analyzed so that issues can be minimized and activity-based
costing methodology will be used to identify real-cost of IT development
infrastructure
• Help desk services: Help-desk services would be responsive so that clients get
quick support and ensure smoothness of information systems
• Strategic planning: Execution of business continuity planning (BCP), technical
leadership, and consistency in system upgradations
R2CTPO expectations Cont.
• Virus-free networking because collaboration between clients maybe
threat to data integrity and validity
• Achieved secured networks by strengthening control access and
intrusion detection system
• Virus-free and secured networking system
• Expectations are associated to block 100% unauthorized access on
their system and sustain 99% data backup
Network and IT security
• Network and IT security would be the primary responsibility
• R2CTPO is using firewalls and private key infrastructure systems which
is not suitable in current IT environment
• TPO servers will be provided
• Virus-detection programs such as intrusion detection system (IDS), End-
to-End data encryption, mobile secure gateway, multi-factor
authentication, Runtime application self-protection (RASP), and
computer access control defenses
• Prevent and protect R2CTPO regarding their networking and IT security
• IDS seems most secured program
• Offers multiple software to detect malicious and virus in computer
systems.
Anti-virus scanning plan
• Hosted email filter services will be provided to R2CTPO
• Spam filters protect latest spams and block threats which may impact
computer system
• Whitelist and blocklist server by IP and email domain or addresses
• Protect mail servers against denial of server (DOS) attacks as well as
reduces workload on organization mail server
• If R2CTPO network or main server down temporarily, the hosted filter
serve will queue R2CTPO email temporarily
• Software are Bitdefender Antivirus Plus 2020, F-Secure Antivirus SAFE,
Norton Antivirus Plus, ESET NOD32 Antivirus, and Webroot Secure
Anywhere Antivirus software systems
• Protected from spyware, robust web protection, protect against
phishing attacks, and provides password protection system
 Data backup solutions
• Both onsite and offsite data back-up would be provided to R2CTPO
• Any loss of data can be restored promptly
• Cloud data backup is proposed to R2CTPO
• Customers of R2CTPO can get access anywhere and anytime which
makes sure company had retained lead-time efficacy
• R2CTPO will more resilient and cloud data backup would be the best
contingency plan to manage data effectively
• Compliant with regulation by dictating disaster recovery plans as well
as data backup strategies
• Cloud data backup is the best backup strategy for R2CTPO to retain
fast and easy recovery of both onsite and offsite data
 Approaches to help
desk support
• Foster the business operations
• Required expertise to resolve issues promptly
• Able to manage log service requests and develop reports so that quick
actions have been taken place
• R2CTPO will gain higher customer satisfaction that their IT team is
responsive while managing issues
• IT firms will provide off-site support regarding any troubleshooting
issues and make sure improved productivity for R2CTPO
• Advantages of help desk support are enhanced efficiency, responsive
problem-resolution, boosted productivity, and seamless experiences
 Resolving issues
responsively
Service request Impact scope Priority Remote response Onsite response
time time
High Critical business 1 ½ hour 1 and half hours
functions and
major functions
are unavailable

Medium General function 2 4 hours 5 and half hours

and critical
business functions
are unavailable

Low Administration 3 24 hours 72 hours

issues
Scheduled Scheduled 4 Based on Based on
activity in circumstances circumstances
response of event