IT Managed Services

Allow us to take over your IT operations and simplify your business.

At DAITA we pride ourselves on being able to tailor our services to the specific requirements of each of our customers. Through our range of Managed IT services our goal is to simply enable you to make the best use of IT in your organisation within budget. DAITA’s flexible approach means that we can undertake a full outsource of you IT department, or work in a co-source capacity alongside your existing teams and service providers. Whether you’re looking for financial savings, services quality improvements or skills coverage, we’re confident that our services will exceed expectations in every area.

Our Managed IT services include

Whilst our service desk team are highly capable from a technical perspective they are also schooled in the softer side of service delivery, ensuring an empathetic approach to your user’s problems and providing a personalised service. DAITA’s Service Desk is a 24/7/365 manned operation delivered from our operations center in Centurion Pretoria.

Service features:

  • Enterprise-ready 24/7 service
  • Extensive remote support and management capabilities (99%+ remote fix)
  • Highly skilled Service Desk engineers (Microsoft accredited as standard)
  • Third-party supplier interaction
  • Enterprise class IT Service Management system
  • Robust and extensive Knowledge Management process
  • Evolving 1st line of Business (LoB) support – our Service Desk is constantly learning to ensure we can address ever more at the first point of contact

Infrastructure Management

No business underestimates the criticality of keeping their server and network infrastructure up and running. In many cases when server/network outages or service degradation occurs it can prevent your entire business from operating. With this in mind it is crucial that appropriate measures are taken to safeguard your systems and applications. DAITA provides a comprehensive Infrastructure Management service that maximises uptime and ensures that your systems and applications, be they on premise, hosted, or Cloud based, are optimally configured for performance.

We adopt a three-pronged approach to Infrastructure Management:

  • Support – In essence keeping the lights on and ensuring appropriate technical resource is available 24/7 to address issues rapidly and prevent/reduce downtime.

  • Monitoring – Keeping a comprehensive eye on the availability, performance and health of your systems and applications. When issues occur we identify and address them rapidly. Reports are generated monthly and analysed by our team to ensure developing trends are captured.

  • Management – Broken down as:
  • Configuration – Ensuring appropriate configuration of your infrastructure and adapting it as your requirements develop and change.
  • Administration – Assuming the role of the old-fashioned Systems Administrator. Undertaking frequent housekeeping routines to ensure that you’re getting the best from your systems and applications.
  • Optimisation – Continually assessing the configuration and performance of your systems and applications to ensure optimal performance and usability.

Service Features

  • 24/7 service delivered by a team with extensive enterprise-level skills and experience
  • Comprehensive coverage encompassing the management of backups, end-point security and patch deployment
  • Strong knowledge and experience in supporting and implementing infrastructure solutions.
  • ITIL aligned (but not constrained) support processes with a strong focus on change management
  • Broad range of technical capabilities and accreditations covering Microsoft, Citrix, VMWare, Cisco, Apple, Linux, NetApp, and many more

Service Management

Effective Service Management is at the core of the DAITA’s Managed IT Services portfolio. We believe passionately about building positive and enduring relationships with our customers. This is based on a foundation of excellent service quality supported by continuous improvement programmes to deliver real benefits to our customers.

Our Approach

Our service account management team are service driven rather than sales driven, which translates for our customers to a focus on delivering service excellence rather than a purely sales orientated approach. As with all our services our approach to service management is tailored to the specific requirements of our customers. It is typically based around regular service review meetings which form the basis for our service improvement discussions.

The DAITA service experience is underpinned by our enterprise-class IT service management system which captures and provides the necessary business intelligence upon which we can make informed decisions to improve your systems and services. This analysis is presented in our monthly report pack.

Because we work with clients of all shapes and sizes, we can also bring the experiences of similar organisations to help inform your business decisions. This might be from a business in the same sector, of a similar scale, or one that has overcome the same challenges that your business may be facing.

The Benefits

  • Tailored approach to service management to suit your business requirements
  • Informative monthly reporting pack demonstrating service performance
  • Continual service improvement programme
  • Shared experiences from other customers to help inform your business decisions
  • Strategic guidance to help define your IT roadmap

Service Integration and Management (SIAM)

"Supplier Sprawl" is becoming an often used term as the proliferation of service delivery avenues continue. Organisations now frequently find themselves engaging with internal resource, cloud services (as both public and private commodities) and various managed service providers in their hunt for the most appropriate and cost-effective IT solutions. With our SIAM service DAITA acts as the service broker on behalf of our customers ensuring that the complexity of multi-vendor relationships is reduced, and internal management overhead is kept to a minimum.

Our Approach

Through years of industry experience, DAITA’s service management team have generated a strong pedigree of managing large end-to-end multi-vendor services and relationships across both the public and private sector.

The following core principles govern our approach to SIAM:

  • Define – understand business objectives, develop business cases and assist in supplier selection
  • Transition – ensure customers procurement objectives are met through implementation and development of a service catalogue
  • Run – manage service streams and relationships, measure and report, and ensure service excellence and value for money are achieved
  • Evolve – minimise risk and complexity, promote simplicity, automate, innovate and integrate where possible, and ensure services are benchmarked from a quality and commercial perspective

The Benefits

Your business can realise the following benefits by deploying DAITA’s SIAM service:

  • Consolidation and simplification of supplier management responsibilities
  • Single point of contact for engagement with supply base (including internal teams if necessary)
  • Benefit from the skills and experience of our service management team
  • Obtain timely, audience friendly MI about your business through tailored dashboards and balanced scorecards
  • Increase visibility of managed resources and utilisation/consumption
  • Achieve value for money and cross platform service excellence, across the supplier base