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Improve Innovation & Agility through Infrastructure Management Service

Improve Innovation & Agility through Infrastructure Management Service

In today’s hyper-converged environment, you need to quickly respond to changing market dynamics, remain competitive and delight your customers. The IT infrastructure is expected to keep pace with digital diversity and new approaches while keeping an eye on legacy investments, cost pressure and rising customer expectations. This has created a high-stress battle to simply stay in the same place without slipping behind. IT infrastructure management service (IMS) is about administering and managing technology, information and data in a proactive way. Its scope ranges from the desktop to networking, storage, data, security and cloud-based services – not forgetting the people employed to keep everything working.

Having an IMS provides clear boundaries for how your business infrastructure is managed. The primary goal of IMS is to minimise downtime and to keep the business as productive as possible. In addition, an enterprise IT team delivering infrastructure management services is responsible for issues including asset lifecycle management, network and connectivity issues as well as monitoring mobile devices and device maintenance.

The services included under Infrastructure Management Services include:

Service Desk

A service desk is a communications centre where customers (e.g. employees or other stakeholders) can find help from their IT service providers. As the ITIL service desk definition states, this help may take the form of incident resolution or service request fulfilment, but regardless of what type of help is being provided, the goal of a service desk is to deliver high-quality service to customers in a timely manner. The services under Service Desk includes:

Incident Management:

Incident management is the process used by DevOps and IT Operations teams to respond to an unplanned event or service interruption and restore the service to its operational state. An incident is resolved when the affected service resumes functioning in its intended state. This includes only those tasks required to mitigate impact and restore functionality.

Problem Management

Problem Management seeks to minimize the adverse impact of Incidents by preventing Incidents from happening. For Incidents that have already occurred, Problem Management tries to prevent these Incidents from happening again.

Change Management

Change management is the process, tools and techniques to manage the people side of change to achieve the required business outcome. It incorporates the organizational tools that can be utilized to help individuals make successful personal transitions resulting in the adoption and realization of change.

IT Project Management

IT project management (ITPM) is the process of managing the plan, organization, and accountability to achieve information technology goals. Since the reach of IT spans across most of a business or enterprise, the scope of these projects can be large and complex.

Service Catalog

Service Catalog enables organizations to charge forward with their digital transformation and deliver a wide range of products and services through a modern and user‑friendly storefront. The Service Catalog codelessly automates workflows and approvals to enable organizations to improve the customer experience, accelerate service delivery and reduce operational costs. The Service Catalog’s APIs make using internal portals easy – no heavy scripting or customization required.

Asset Management

IT asset management is sometimes referred to as IT inventory management because it typically involves gathering detailed hardware and software inventory information which is then used to make decisions about purchases and how assets are used. Having an accurate IT asset inventory helps companies use their assets more effectively and avoid unnecessary asset purchases by re-using existing resources.

Configuration Management

Configuration management is a process for maintaining computer systems, servers, and software in a desired, consistent state. It’s a way to make sure that a system performs as it’s expected to as changes are made over time.

Change Management

Change management is the process, tools and techniques to manage the people side of change to achieve the required business outcome. It incorporates the organizational tools that can be utilized to help individuals make successful personal transitions resulting in the adoption and realization of change.

Application Support

The field of Application Support deals with people both on a business level and IT level of understanding; the field acts as the technical point of contact to fix application and systems issues, or incidents as they are known, that disrupt the service they depend upon. These are production (live) issues and need immediate attention to resolve. They need Application Support – the Analysts deliver that need in the form of a service.

Digital Workplace Management

M365 usage analytics Microsoft 365 usage analytics combines service usage data with user metadata available in your organization’s Azure Active Directory, to provide rich analytical capability to measure adoption trends.
Secure Score: It helps you assess the organization’s security posture across its entire digital estate and provides threat-prioritized insights and guidance.
O365 support As your Office 365 support backbone, Progressive can help you overcome key challenges with a proven, holistic approach to get the maximum out of your Office 365 investment.
Unified Collaboration When you combine a unified communications solution with Microsoft 365 or G Suite, you will make it easier for employees to work from any location and any device.
Meeting Room Management Our meeting room booking system with Outlook automatically supports all the meeting attendees – easy and straight forward booking.
BYOD – Mobile Device Management Efficiently Manage & Protect All Devices with the Right Balance of Automation and Control. Modernize PC Management to Provide Remote Workers Easy and Secure Access to Apps and Data.
Employee Onboarding and Offboarding: Drastically Improve HR Efficiency and Employee Satisfaction Simultaneously with a Single Unified Solution.
Titan Integrating Microsoft teams with Document Management, Project Management, Task manager and social connect to improve productivity and collaboration. helps save time by eliminating the need for human intervention to conduct time-consuming and tedious routine tasks. Our solutions integrate artificial intelligence (AI) to address task-automation requirements, making service automation smarter and more agile.
Power Platform: The ‘Power Platform’ is a collective term for three Microsoft products: Power BI, PowerApps and Power Automate (previously known as Flow) that provides a unified and simplified data schema so that applications and services can inter-operate.

Hybrid Datacenter Services

A hybrid data center helps businesses leverage new technologies and are being recognized as an ideal solution to scalability and security. The real advantage of hybrid cloud lies in the ability to gain a comfortable and flexible middle ground to ensure all your workloads are treated properly and cost-effectively.

Private Cloud

A private cloud is a single-tenant environment, meaning the organization using it (the tenant) does not share resources with other users. Those resources can be hosted and managed in a variety of ways. Few key players in Private cloud domain include:

Public Cloud

The public cloud is defined as computing services offered by third-party providers over the public Internet, making them available to anyone who wants to use or purchase them. Unlike private clouds, public clouds can save companies from the expensive costs of having to purchase, manage and maintain on-premises hardware and application infrastructure – the cloud service provider is held responsible for all management and maintenance of the system. Public clouds can also be deployed faster than on-premises infrastructures and with an almost infinitely scalable platform. Few key players in Public cloud domain include:

DC Infrastructure

Data center infrastructure refers to the core physical or hardware-based resources and components – including all IT infrastructure devices, equipment and

technologies – that comprise a data center. It is modeled and identified in a design plan that includes a complete listing of necessary infrastructure components used to create a data center. This includes components such as Servers and Storage.


DevOps is the combination of cultural philosophies, practices, and tools that increases an organization’s ability to deliver applications and services at high velocity: evolving and improving products at a faster pace than organizations using traditional software development and infrastructure management processes. This speed enables organizations to better serve their customers and compete more effectively in the market. It includes:

DevOps Services

DevOps Assessment

DevOps Automation

DevOps Management

Dc Operations:

Data center operations comprise the systems and workflows within a data center that keep the data center running. Data center operations include installing and maintaining network resources, ensuring data center security and monitoring systems that take care of power and cooling. The IT requirements of companies that own data centers define many different types of data centers, varying in size, reliability, and redundancy. The growth of cloud computing is pushing data centers to modernize, including updated operations that take advantage of virtualization and automation. DC Operations include:

• Automation

• Monitoring, Alerting & Reporting

• Remediation & Troubleshooting

• Maintenance, Patch Management; Platform Management; Performance Management

• Cost Optimization

• Backup & Recovery

Cloud MSP is a service that allows businesses to tap the potential of cloud computing without the pain of becoming an expert in every emerging technology. Companies that use managed cloud can focus on their core business on building great applications and new products, and landing new customers. Services under Cloud MSPs include:

Governance & Reporting

Next generation enterprise cloud governance is all about applying specific policies and principles to secure applications and data when they are located remotely. These policies and principles should be integrated with existing IT governance and not introduced in isolation.
Security & Health: Cloud security is a responsibility that is shared between the cloud provider and the customer. Cloud security refers to the processes, mechanisms and services used to control the security, compliance and other usage risks of cloud computing.
Migration: Cloud migration is the process of moving data, applications or other business elements to a cloud computing environment.The general goal or benefit of any cloud migration is to host applications and data in the most effective IT environment possible, based on factors such as cost, performance and security.

Partner Portal Center

Partner Portal is an application that lets you create, submit, and manage the app and service listings that you publish to a particlular Cloud Marketplace. Whether you’re an independent software vendor or integrator, a Cloud Marketplace gives you a platform to showcase your apps that complement existing Cloud implementations and market your services, such as consulting and training.
Service Request: A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Service requests are not used in response a failure or degradation of service (which are handled as incidents).


Cloud management is how admins have control over everything that operates in a cloud: the users, data, applications, and services. Cloud management tools help admins oversee all types of cloud activities, such as resource deployment, use tracking, data integration, and even disaster recovery.
Cloud Visibility: Cloud Visibility acts as a single pane of glass for your multi-cloud infrastructure. It aggregates terabytes of your unstructured data into interactive graphical dashboards and customized reports that can be downloaded in various formats.


IT chargeback is an accounting strategy that applies the costs of IT hardware, software, cloud services or shared services to the business unit in which they are used. IT showback is similar to IT chargeback, but the prices are for informational purposes only and no one is billed.


Cloud optimization is the process of correctly selecting and assigning the right resources to a workload or application. When workload performance, compliance, and cost are correctly and continually balanced against the best-fit infrastructure in real time, efficiency is achieved.


Cloud automation is a broad term that refers to the processes and tools an organization uses to reduce the manual efforts associated with provisioning and managing cloud computing workloads and services. IT teams can apply cloud automation to private, public and hybrid cloud environments.


Cloud Architecture refers to the various components in terms of databases, software capabilities, applications, etc. engineered to leverage the power of cloud resources to solve business problems. Cloud architecture defines the components as well as the relationships between them.

IT security management

IT security management consists of processes to enable organizational structure and technology to protect an organization’s IT operations and assets against internal and external threats, intentional or otherwise. These processes are developed to ensure confidentiality, integrity, and availability of IT systems. Under IT Security Management, we have:

Public Cloud

  • Data Centre & Perimeter Protection
  • Endpoint Protection Suites
  • Cloud & Virtualization Security
  • Proxy & Secure Web Gateways
  • Security Assessment Framework For Enterprise

Data Security

  • Data Leakage Prevention (Dlp)
  • Cloud Access Security Broker (Casb)
  • Byod/Mdm
  • Email Security

Managed Services

  • Siem
  • Escalation Management
  • Continuous Monitoring And Assessment Situational Awareness
  • Incident Reporting Detection Response (Cirt)
  • Soc/Noc Monitoring (24×7) Security Dashboard
  • Security Sla/Slo Reporting

Governance, Risk And Compliance

  • Iso 27001 Readiness Assessment
  • Compliance & Process Management
  • Security Assessments & Audit
  • Security Baselining-Information Security Management System(Isms)

Application Security

  • Web Application Firewall
  • Enterprise Application Access (Eaa)


Backup & Restore: Cloud backup is a service in which the data and applications on a business’s servers are backed up and stored on a remote server. Businesses opt to back up to the cloud to keep files and data readily available in the event of a system failure, outage or natural disaster. Backup and Restore services include:

Backup & Restore

Cloud backup is a service in which the data and applications on a business’s servers are backed up and stored on a remote server. Businesses opt to back up to the cloud to keep files and data readily available in the event of a system failure, outage or natural disaster. Backup and Restore services include:

  • Commvault
  • Veeam N2WS
  • Asigra
  • AWS Backup
  • Azure Backup

Primary Storage

Primary storage is mainly defined by its use case. It’s the data most frequently accessed by applications. It’s typically the data accessed using the highest throughput available on the network. The media used for the storage will often by the fastest storage type, such as solid-state drives (SSDs) either entirely or in combination with traditional hard disks. Primary storage is used for mission critical data. Services include:

  • AWS Storage
  • Azure Storage


DRaaS, also known as disaster recovery as a service, is the replication of hosting of physical or virtual servers by a third party to provide failover in the event of a man made or natural catastrophe. DRaaS can be especially useful to organizations that lack the necessary expertise to provision, configure, and test an effective disaster recovery plan (DRP). Services under DRaaS include:

  • Azure Site Recovery
  • AWS Cloud Endure
  • Veeam N2WS


A cloud archive is a storage as a service for long-term data retention. The archive holds data that is infrequently accessed, and may be optimized for security and compliance with data regulation policies. Services under cloud archival include:

  • AWS Glacier
  • Azure Blob Archive