IT SERVICE CATALOG
The “IT Service Catalog” is a comprehensive guide detailing the various IT services available at Vitrux. This catalog aims to provide a clear understanding of the services we offer, how they can benefit your organization, and the ease with which you can access these services. Our goal is to enhance your IT business operations with efficient, reliable, and innovative IT solutions
What do we offer ?
We provide comprehensive IT Infrastructure and End-User Support Services to keep your organization running smoothly and securely. Our infrastructure solutions include network management, server and cloud optimization, data storage and backup, robust security, and disaster recovery planning. For end-users, we offer reliable help desk support, remote and onsite assistance, device management, secure access control, and application support, ensuring your team has seamless access to the tools and services they need to stay productive
Business IT Support Services
- IT Help Desk, Remote & Onsite Support
- Application Support & software Mgmt
- User Account and Access Mgmt
- Hardware Maintenance and Support
- IT Asset Management
- Self-Service and Knowledge Mgmt
- IT Projects Mgmt
- Mobile device management
- Device Provisioning and Deployment
- Application Development
- Security Management
- Network and Connectivity Support
- Monitoring and Reporting
- IT Policy and Compliance Mgmt
IT Help Desk, Remote & Onsite Support
Help Desk Support:
Tier 1: Basic troubleshooting for common issues (e.g., password resets, software installations).
Tier 2: Advanced support for more complex problems.
Tier 3: Escalated issues requiring specialized expertise, often involving engineers or third-party vendors.
Remote Support:
Remote Desktop Support allows technicians to access devices remotely to diagnose and resolve issues. Phone and Email Support offers assistance through our dedicated helpdesk or email, while Chat Support provides real-time help via live chat.
Onsite Support:
Deskside Support delivers direct, in-person assistance for hardware, network, or software issues. Field Support is available for remote locations needing physical troubleshooting.
Application Support & Software Management
Our Application Support & Software Management services ensure your business applications run smoothly and securely. We provide comprehensive solutions including software installation, updates, troubleshooting, performance monitoring, and license management. Our team specializes in essential applications, offering user training, bug resolution, and optimization to enhance productivity and maintain compliance. Key services include application setup, patch management, real-time performance tracking, dedicated issue resolution, and management of software licenses to ensure compliance and reduce costs. Additionally, we offer tailored support for custom or in-house applications.
Key Services
Application Installation and Setup:
Full support for deploying and configuring new software, ensuring applications are correctly integrated and fully functional.
Issue Resolution and Troubleshooting:
Dedicated support team for resolving technical issues, bugs, and unexpected application behavior, minimizing disruptions.
User Training and Documentation:
Training sessions and resources to help users maximize the functionality and benefits of their applications, boosting productivity.
Custom Application Support:
Specialized support for custom or in-house applications, including configuration, updates, and user assistance.
Software Updates and Patch Management:
Regular updates and patch management to keep applications secure, compliant, and up-to-date with the latest features and security protocols.
Performance Monitoring and Optimization:
Real-time performance tracking to identify issues and optimize application efficiency, ensuring smooth operation and minimal downtime.
License and Compliance Management:
Managing software licenses to ensure compliance and avoid penalties, optimizing license usage to reduce costs.
User Account and Access Management
Our User Account and Access Management service provides secure, efficient control over user access to systems, applications, and data. We handle user account setup, role-based access permissions, and multi-factor authentication (MFA) to safeguard sensitive information. Our team also supports password resets, account recovery, and ongoing access reviews to ensure compliance with security policies, enabling seamless access while maintaining robust protection for your organization.
Key Services
User Account Creation and Provisioning:
Setting up new user accounts with the appropriate access and permissions based on role requirements.
Identity and Access Management (IAM):
Implementing IAM solutions to centrally manage and control user identities, ensuring secure access to resources.
Role-Based Access Control (RBAC):
Assigning access based on user roles to limit access to only the data and applications necessary for each role.
Multi-Factor Authentication (MFA):
Enforcing MFA to add an extra layer of security, protecting accounts with a combination of passwords and additional verification methods.
Password Management and Account Recovery:
Providing password reset support, account recovery, and management of password policies to enhance security.
Access Review and Auditing:
Regularly reviewing and auditing user access to maintain compliance with security policies and regulations.
De-provisioning and Offboarding:
Revoking access and deactivating accounts promptly for users who leave the organization, ensuring data security.
Hardware Maintenance and Support
Our Hardware Maintenance and Support service ensures your organization’s devices and equipment operate reliably and efficiently. We provide routine maintenance, diagnostics, repairs, and replacement services for computers, servers, printers, and other critical hardware. With proactive monitoring and timely issue resolution, we help minimize downtime, extend hardware lifecycles, and keep your systems running smoothly.
Key Services
Routine Maintenance and Diagnostics:
Regularly scheduled check-ups and diagnostics for computers, servers, printers, and network devices to prevent potential issues.
Hardware Repair and Troubleshooting:
Expert repair services to address issues quickly, minimizing downtime and ensuring smooth operation of essential equipment.
Hardware Replacement and Upgrades:
Support for replacing aging or faulty equipment and advising on upgrades to enhance performance and compatibility.
Onsite and Remote Support:
Immediate assistance through remote troubleshooting or onsite visits for in-depth diagnostics and repairs.
Warranty and Vendor Management:
Managing warranty claims and coordinating with third-party vendors to ensure timely hardware repairs and replacements.
Lifecycle Management:
Monitoring and managing the lifecycle of hardware assets, from procurement through decommissioning, to optimize investments.
Device refresh:
Our Device Refresh Service keeps your organization’s devices up-to-date and efficient. We manage the entire process—assessment, replacement, setup, data migration, and secure disposal—ensuring seamless upgrades that enhance performance and security with minimal disruption.
IT Asset Management
Our IT Asset Management services offer a comprehensive, end-to-end solution for tracking, managing, and optimizing all of your organization’s IT assets throughout their entire lifecycle. From acquisition and deployment to maintenance and eventual disposal, we ensure that every piece of hardware and software is accurately accounted for, fully utilized, and strategically aligned with your organization’s unique goals. By implementing efficient management processes, we help maximize the value of each asset, reduce unnecessary costs, and minimize resource waste. Our approach guarantees that your IT assets are not only functional but are also contributing effectively to your overall operational efficiency and success.
Key Services
Asset Inventory and Tracking :
Comprehensive tracking of all IT assets, including hardware, software, and licenses, for clear visibility and control.
Lifecycle Management:
Managing assets from procurement through disposal, ensuring timely upgrades and replacements to maintain efficiency.
License and Compliance Management:
Tracking software licenses, ensuring compliance, and optimizing licensing to reduce costs and avoid penalties.
Vendor and Warranty Management:
Coordinating with vendors for asset procurement and warranty claims to streamline support and replacement processes.
Financial Management and Cost Optimization:
Monitoring asset costs, usage, and depreciation to support budgeting and achieve cost savings.
Asset Security and Disposal:
Secure decommissioning and disposal of outdated assets to protect data and comply with environmental regulations.
Self-Service and Knowledge Management
Our Self-Service and Knowledge Management services empower users with on-demand access to resources, enhancing productivity and reducing dependency on IT support. We create and maintain a comprehensive knowledge base, allowing users to resolve common issues, access how-to guides, and find answers to frequently asked questions.
Key Services
Knowledge Base Development:
Creating and curating articles, guides, and FAQs to address common technical issues and support needs.
Self-Service Portal:
Providing an intuitive portal where users can find solutions, request services, and manage tickets independently.
AI-Powered Chatbots:
Deploying chatbots to answer routine questions, provide guidance, and assist with troubleshooting 24/7.
Content Management and Updates:
Regularly updating resources to ensure users have access to accurate, relevant, and up-to-date information.
User Feedback and Analytics:
Gathering feedback to refine knowledge resources and using analytics to identify trending issues and knowledge gaps.
Need a One-off IT Project ?
Whether it’s a self-managed project or a full design and delivery project, our clients trust our Project Managers to deliver when it matters most. Our comprehensive project road-maps ensure everyone is kept up to date on the latest developments and regular catch-ups ensure the project stays on track and on budget.
IT Projects
Device Refresh and Upgrades:
Implementing hardware upgrades, such as new laptops, desktops, or mobile devices, to improve performance and user experience.
Virtual Desktop Infrastructure (VDI):
Deploying VDI solutions to enable secure, remote access to the workplace, providing flexibility and secure data access.
Application Standardization and Deployment:
Standardizing and deploying key applications across the organization, ensuring users have consistent, efficient tools.
Office Relocations, Desk Moves:
Moving your IT
New Joiner/starter Orientation:
Assign, Build and Deploy business OS images for early adopters as per business needs and compliance
IT Disposals:
Free Environment Safe IT Secure, Disposals & Recycle
Security & Compliance Management
Our Security & Compliance Management services ensure your IT infrastructure and data remain protected and meet regulatory standards. We provide firewall management, intrusion detection, and endpoint security to guard against threats. Our compliance management includes policy enforcement, risk assessments, and regular audits to ensure adherence to industry regulations. Additionally, we offer data encryption, multi-factor authentication (MFA), and incident response to maintain data integrity and support a proactive security posture.
Key Services
Endpoint Protection:
– Install and manage antivirus, anti-malware, and other endpoint protection solutions.
– Conduct regular scans and remediate identified threats.
Security Patches:
– Apply security patches and updates to operating systems and applications
– Ensure timely installation of critical patches to prevent vulnerabilities.
Compliance Assistance:
– Ensuring users adhere to organization policies on data handling and security.
Data Encryption:
– Implementing data encryption both in transit and at rest to protect sensitive information from unauthorized access.
Identity & Access Management (IAM):
– Ensuring that only authorized users access resources through identity management, role-based access controls, and multi-factor authentication (MFA).
Mobile Device Management
Our Mobile Device Management (MDM) services provide comprehensive solutions to secure, manage, and optimize mobile devices within your organization. With the increasing use of smartphones and tablets for work purposes, our MDM services ensure that devices are compliant, secure, and effectively integrated into your IT environment.
Key Services
Device Enrollment and Configuration:
Streamlining the enrollment of devices into the MDM system and configuring settings for security and compliance.
Security Management:
Implementing security policies such as encryption, remote wipe, and password requirements to protect sensitive data.
Application Management:
Distributing, updating, and managing applications on mobile devices to ensure users have access to the latest tools.
Monitoring and Reporting:
Continuous monitoring of device health and performance, along with reporting on usage, compliance, and security incidents.
Compliance Management:
Ensuring that all mobile devices adhere to organizational policies and regulatory requirements, facilitating audits and reporting.
Remote Support and Troubleshooting:
Providing remote assistance to users for troubleshooting device issues, ensuring quick resolution and minimal downtime.
User Training and Awareness:
Offering training sessions and resources to educate users about mobile device policies, security practices, and best usage.
Device Lifecycle Management:
Managing the lifecycle of mobile devices from procurement to decommissioning, ensuring optimal performance and secure disposal.
Device Provisioning and Deployment
Our Device Provisioning and Deployment services streamline the process of setting up and delivering devices to users, ensuring a smooth transition and optimal functionality from day one. We manage the entire lifecycle of device provisioning, from initial setup to final deployment, enabling organizations to enhance productivity and user satisfaction.
Key Services
Initial Assessment and Planning:
Evaluating organizational needs and determining the specifications and quantities of devices required for deployment.
Device Configuration:
Pre-configuring devices with necessary software, security settings, and user profiles to ensure they are ready for immediate use.
Imaging and Customization:
Creating and applying standard images for operating systems and applications, tailored to specific user roles or departments.
Asset Tagging and Inventory Management:
Tagging devices for easy identification and maintaining an up-to-date inventory for tracking and reporting purposes.
Logistics and Distribution:
Coordinating the shipping and delivery of devices to users or locations, ensuring timely arrival and efficient distribution.
Onsite Deployment Support:
Providing onsite assistance during deployment to help users set up their devices and address any initial issues.
Post-Deployment Support:
Providing ongoing support to resolve any issues and ensure devices continue to meet user needs effectively.
Application Development Services
Our Application Development Services deliver tailored software solutions that meet the unique needs of your organization. We focus on creating scalable, secure, and user-friendly applications that enhance productivity and streamline business processes.
Key Services
Custom Application Development:
Designing and building custom applications that address specific business requirements, using the latest technologies and frameworks.
Mobile Application Development:
Creating mobile applications for iOS and Android platforms, ensuring a seamless user experience across devices.
Web Application Development:
Developing robust web applications that are accessible, responsive, and optimized for performance.
Application Integration:
Ensuring seamless integration of new applications with existing systems and third-party services for enhanced functionality.
User Experience (UX) and User Interface (UI) Design:
Focusing on user-centered design principles to create intuitive interfaces that improve user engagement and satisfaction.
Quality Assurance and Testing:
Conducting thorough testing to identify and resolve bugs, ensuring applications meet performance and security standards.
Maintenance and Support:
Providing ongoing maintenance and support to ensure applications remain functional, secure, and up-to-date with evolving business needs.
Agile Development Methodology:
Utilizing agile practices for iterative development, allowing for flexibility and rapid adjustments based on user feedback.
Trust and Worth
Our Clients
