SFW’s system engineers don’t just wait for alerts to tell them that there is a problem. They all access and use the Operations Manager console, which gives a real time view of servers, systems and performance so that they can start monitoring, fixing and resolving issues before they happen and before it becomes a problem to your users so downtime is minimised / negated. Each system monitored can also have automated resolutions applied through the SCOM console
SFW uses application management packs from Microsoft for products such as SharePoint, CRM and many others, which are set to adhere to Microsoft’s best practice standards and thresholds, ensuring that your system is managed in an optimal way. Where required, SFW can customise these thresholds to meet the unique needs of individual clients. Management packs are also widely available for non-Microsoft products.
SFW aims to make its delivery of support as clear and transparent as possible so that clients are assured of its dedication and reliability. As such, via SCOM, SFW offers clients the option to gain their own view into its work for them providing, upon request, viewing access of their support requests (open and closed) and reports
SCOM delivers customisable reporting functionality which SFW uses to deliver easy to digest, graphical reports and dashboards which show how well the client application is performing and how SFW’s support is delivering against key Service Level Agreement (SLA) metrics in comparison to previous months.