"Advanced operation services increase your business resilience"
In digital transformation, non-core business activities have the potential to distract from the real priorities; this is why outsourcing services allows companies to concentrate their resources and energy on what counts most, and to strengthen their corporate governance.
Lutech’s Managed Services Operations Center has been turning management processes and technologies into “value” for its clients for over 25 years. The current service model involves the supply of services through four specialized structures:
- Service Desk
- Network Operations Center (NOC)
- Next-Generation Security Operations Center (NG-SOC)
- Cloud Operations Center (CLOC).
A team of over 300 specialized technicians manages a wide catalogue of modular and flexible 24/7, vendor-independent services, based on international standards and best practices.
Performance is continuously monitored and guaranteed by a service management structure through Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) laid out in the client contracts.
Service Desk
Lutech’s Service Desk is the multi-channel point of contact (Single Point of Contact) through which Customers can access all the services provided by the Managed Services Operations Center.
Service Desk operators are in charge of recording and classifying the request of support (Request Fulfilment) and to carry out first level ICT and End User Computing support activities. The structure works 24/7 using telephone queue management systems (CTI&IVR) and IT Service Management systems that can be integrated with the Customer’s systems.
Network Operations Center (NOC)
Lutech’s Network Operations Center (NOC) offers a full range of end-to-end services for Telco and Enterprise operators with expertise in network technologies.
More than 200 specialised technicians work 24/7 on over 300 thousand devices, supported by Machine Learning RPA (Robot Process Automation) systems.
The service catalogue of Lutech’s NOC is divided into:
Reactive services
- remote support
- advanced HW replacement
- SW update
- on-site services
- vendor escalation
Proactive services
- monitoring
- alerting
- event & performance management
- change & configuration management
The volumes managed by Lutech’s NOC are:
- 230,000+ devices managed
- 250,000+ technical calls/year
- 190,000+ tickets/year
- 97% response time in 14sec
Digital Services for your future
- Cloud & Technology Services
- Data Architecture
- Cybersecurity Advisory
