Comprehensive IT operations from a single source

We take over the partial or full-scale operation of your IT environment, ranging from day-to-day tasks to the management of complex on-premises, cloud and hybrid infrastructures based on Microsoft, Red Hat and VMware. Through proactive monitoring, standardised operational processes, automation and expert support, we ensure the stable and efficient IT operations required for your business. This multi-technology approach is also consistent with SMP’s previous service description.

Our service is regulated and can be tailored to the needs of companies operating in a financial environment, supporting compliance with the requirements of the MNB, ITIL-based service management, and preparation for ISO/IEC 27001, ISO/IEC 27017 and ISO/IEC 27018. The SMP’s internal documentation also lists these certifications.

One team, full responsibility for IT operations

We take charge of the day-to-day operation of the IT environment, from servers, virtualisation and container platforms, and cloud services, right through to managing user requirements.

Through proactive monitoring, capacity management and preventive maintenance, we aim to identify and resolve issues before they cause significant business disruption. We also coordinate technical consultations with manufacturers and service providers, ensuring that the operation of the IT service remains a single point of contact for our customers.

Infrastructure, virtualisation and Microsoft 365

We continuously monitor and operate the key components of the company’s IT infrastructure, including Microsoft Windows Server and Red Hat Enterprise Linux systems, VMware and Hyper-V virtualisation environments, Active Directory and Microsoft 365 services.

We ensure that configurations and versions are kept up to date, that capacities are monitored, and that backup and recovery processes are managed. The service can be extended to on-premises, cloud-based and hybrid infrastructures.

Operating cloud and hybrid environments

In addition to traditional data centre infrastructures, we also support the operation of Microsoft Azure and hybrid environments.

Depending on the client’s environment and SLA requirements, the service may cover the monitoring of infrastructure and services, resource and capacity management, configuration and change management, monitoring, backup and recovery processes, and regular reviews of resource utilisation.

Our unified operational approach also supports heterogeneous infrastructures built using Microsoft, Red Hat and VMware technologies.

Virtualisation and container platforms

Modern infrastructures are increasingly combining virtual machines, containers, on-premises data centres and public cloud services. Our operations service supports the unified management of these.

The technological environment may include, amongst other things, VMware virtualisation, Hyper-V, Kubernetes, Azure Kubernetes Service and Red Hat OpenShift.

Our clients therefore receive not just an operational service limited to a single technology platform, but also an operational model that can be adapted to their existing and future infrastructure.

User support and asset management

We provide a comprehensive helpdesk service to deal with users’ day-to-day IT issues.

We support the IT processes relating to employee onboarding and offboarding, as well as the full lifecycle of laptops, workstations and mobile devices. Using Microsoft Intune and Windows Autopilot, the deployment and centralised management of corporate devices can be automated. We manage Windows, macOS, iOS/iPadOS and Android platforms alike.

ITIL-based, transparent service management

We support IT operations with regulated, ITIL-oriented service management processes. The service focuses not on individual technological components, but on IT services that support business operations.

We manage incidents and service requests, changes, recurring issues, configurations, IT tools, SLAs and continuous service improvement in accordance with structured processes. We also undertake the design and optimisation of ITSM processes.

Automated and efficient IT operations

We regard automation as one of the cornerstones of standardised, rapid and repeatable IT operations.

Depending on the environment, we can integrate solutions based on Infrastructure as Code, Azure Automation, Ansible Automation, Microsoft Intune and Windows Autopilot into our operations. Automation is therefore not limited to Microsoft environments, but can also be a key component in the operation of heterogeneous Windows, Linux, virtualisation and cloud infrastructures.

Operations in line with the requirements of MNB

For financial organisations, IT outsourcing goes beyond technological operations: the service model must comply with the relevant regulatory requirements and the client’s internal control system.

Recommendation MNB, on the use of external service providers, sets out the requirements for financial organisations. According to the recommendation on the protection of IT systems, IT operations may be outsourced in whole or in part, but ultimate responsibility remains with the commissioning financial organisation.

Our service can therefore be structured to include documented areas of responsibility, measurable service levels, regular reporting, traceable operations and documentation to support audits.

Operations and audit support based on ISO standards

Certifications ISO/IEC 27001:2022, ISO/IEC 27017:2015 and ISO/IEC 27018:2019 cover both operations and cloud-based services.

Our experts assist clients in preparing for audits, compiling IT operational documentation, and providing the expert support required during audits.

What do we provide?

• Comprehensive infrastructure management: Support for environments based on Microsoft, Red Hat and VMware technologies
• Cloud and Hybrid IT: Azure – Operating on-premises and hybrid infrastructures
• Virtualisation and containers: support for VMware, Hyper-V, Kubernetes, AKS and Red Hat OpenShift
• User support: helpdesk, asset management and lifecycle management
• ITIL-based operation: transparent and regulated IT service management
• Automation: Infrastructure as Code, Azure: Automation and Ansible Automation
• Proactive operation: monitoring, capacity management and preventive maintenance
• Compliance support: an operational model designed to support compliance with the requirements of MNB
• Audit support: ISO/IEC 27001, 27017 and 27018
• Continuous improvement: regular status reviews and recommendations for improvement