XTIVIA SHARED MANAGED SERVICES

SERVICE OPTIONS FOR YOUR BUSINESS

If you can imagine the business outcome,
XTIVIA can create it with technology.

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Cloud
Support
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Kubernetes
Support

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CRM
Support

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OS
Support

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IT Service Management
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Reporting
Support

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Database
Support

XTIVIA
SHARED
MANAGED
SERVICES

As an XTIVIA Customer, you have exclusive access to all of the “Managed Services” that XTIVIA provides. The idea is you get the services you need – when you need them and where you need them – in one bundled package.

The advantage of this Shared Managed Services Package is you can access what you need as you need it – you can change your mind about where you want to use your hours if things change without signing a whole new agreement to get the various services for your investment in coverage. You can leverage your included service hours from your current agreement to take advantage of our Shared Managed Services. See below for the Shared Managed Services available to you.

Note: this Shared support is available Monday – Friday 7:00 am – 6:00 pm Central Time except for observed holidays. To make a request for these additional included services, you may reach out to your XTIVIA Sales or Account Manager, contact us through our toll-free support desk at (888) 685-3101 ext. 2 or email sharedsupport@xtivia.com.

Cloud Support

These services can be used for any cloud Microsoft Azure or Amazon AWS-related tasks as outlined below. Specific tasks not included here can be identified outside this scope in a separate agreement. Services must be scheduled in advance. To make a request for these additional included services, you may reach out to your XTIVIA Sales or Account Manager, contact us through our toll-free support desk at (888) 685-3101 ext. 2 or email sharedsupport@xtivia.com.

Migration Management

  • Move your existing data centers to the cloud
  • Proactively respect defined service levels
  • Identify potential issues for on-prem / cloud integrations

Infrastructure/Service Management

  • Ensure patches, hot fixes are current
  • Monitor for security issues
  • Streamline maintenance protocols
  • Manage alerts and incidents

Cost Analysis/Optimization

  • Right-size your cloud investments
  • Gain transparency in cost expenditures
  • Understand business needs to optimize (add or reduce) service

Data/Process Management

  • Deploy new features and solutions
  • Review data governance processes
  • Right-size backups and protocols
  • Ensure high availability of data

CRM Support

These services can be used for any Salesforce or Microsoft Dynamics CRM-related tasks as outlined below. Specific tasks not included here can be identified outside this scope in a separate agreement. Services must be scheduled in advance. To make a request for these additional included services, you may reach out to your XTIVIA Sales or Account Manager, contact us through our toll-free support desk at (888) 685-3101 ext. 2 or email sharedsupport@xtivia.com.

Administration

  • Add Users, Profiles, Roles
  • Field Level Security
  • User Access and Sharing Rules
  • Create, update and deactivate users
  • Create, update and deactivate portal users
  • Create and update roles and role hierarchies
  • Create and update public groups
  • Create and update sharing rules
  • Create and update field accessibility
  • Manage password policies
  • Manage session settings
  • Add and update IP ranges

Pardot/Marketing Cloud

  • Pardot / Marketing Cloud Configuration
  • Configure Email Templates
  • Configure Drip Campaigns
  • Configure Landing Pages
  • Email Deployment
  • Configure/Deploy Email Studio
  • Configure/Deploy Content Builder
  • Configure/Deploy Journey Builder
  • Configure/Deploy Ad Studio
  • Configure/Deploy Social Studio
  • Configure/Deploy Interaction Studio
  • Configure/Deploy Salesforce DMP

Reports and Dashboards

  • Assist in creation and modification of reports as necessary
  • Create and update dashboards as necessary
  • Create and update analytic snapshots as necessary
  • Create and update custom report types

Maintenance

  • Create and update custom objects
  • Update standard objects
  • Create and update custom fields
  • Create and update record types
  • Create and update custom buttons and links
  • Create and update list views
  • Create and update queues
  • Create and update assignment rules
  • Create and update escalation rules
  • Create and update workflow rules, tasks, alerts, and field updates
  • Create and update workflow approval processes
  • Create and update Automated processes

Customization and Development

  • Migration to Lightning
  • Developer Services Features
  • Develop Force.com code (Apex) & Force.com pages (Visualforce)
  • Develop coding of Force.com classes and triggers
  • Force.com code and Force.com pages recommendations
  • Web Services API
  • Additional Coding Language and Development as supported by Force.com
  • Salesforce1 Mobile Application Configuration
  • Create HTML letterhead templates
  • Create email templates
  • Create and update quote templates
  • Assistance with Configuration or Support of Salesforce 3rd-Party Apps
  • Web integration assistance and troubleshooting
  • System integration

Database Support

Below is a description of the DBA (database administrator) support services available to support your business requirements. Services must be scheduled in advance. To make a request for these additional included services, you may reach out to your XTIVIA Sales Executive or Account Manager. You may also contact us through our toll-free support desk at (888) 685-3101 ext. 2 as well as via email at sharedsupport@xtivia.com .

Database Support

  • Optional Monitoring
  • Access to DBA/Admin support professionals
  • Database administration break-fix or dev tasks
  • Database Health Checks
  • Database and Cloud Migration Services
  • Replication Services
  • Backup and Recovery
  • Telephone technical support
  • Status and strategy discussions
  • Technical issue resolution
  • System management
  • Mentoring or training
  • Database issue support for App, Dev or Prod teams
  • Represent your interests with DB or App vendor tech support

Supported Platforms

  • Oracle
  • Informix
  • IBM DB2 LUW
  • Microsoft SQL Server
  • MySQL
  • PostgreSQL
  • MongoDB
  • Teradata

IT Service Management

These services can be used for any Atlassian- or BMC-related tasks as outlined below. Specific tasks not included here can be identified outside this scope in a separate agreement. Services must be scheduled in advance. To make a request for these additional included services, you may reach out to your XTIVIA Sales or Account Manager, contact us through our toll-free support desk at (888) 685-3101 ext. 2, or email sharedsupport@xtivia.com.

Advisory Services for DevOps and IT Infrastructure Library (ITIL)

  • DevOps consulting through entire software Development Lifecycle (Plan, Build, Integrate, Deployment, Operation, and Evaluation)
  • ITIL consulting in framework, service improvement, productivity, transparency, and accountability.
  • SACM consulting to remove duplication of processes, optimize asset usage, and provide a complete picture of your IT environment.

Advisory Services for DevOps and IT Infrastructure Library (ITIL)

  • DevOps consulting through entire software Development Lifecycle (Plan, Build, Integrate, Deployment, Operation, and Evaluation)
  • ITIL consulting in framework, service improvement, productivity, transparency, and accountability.
  • SACM consulting to remove duplication of processes, optimize asset usage, and provide a complete picture of your IT environment.

Atlassian Product Consulting

  • Jira Software
  • Jira Service Management
  • Jira Align
  • Confluence
  • Bitbucket
  • Bamboo
  • Opsgenie
  • Statuspage
  • Trello

Atlassian Remote Administration

  • Install and upgrade Atlassian software and associated add-ons
  • Create and manage Atlassian Users and Groups
  • Monitor Atlassian product environment health (e.g., memory usage, disk space, etc.)
  • Interact with Atlassian for support issues
  • Advice on best-practices for Atlassian software usage
  • Implement and update business processes
  • Migrate business processes from non-production to production systems
  • Provide centralized administration to ensure organization-wide consistency in Atlassian software usage
  • Monitor Atlassian product environment health (e.g., memory usage, disk space, etc.)
  • Interact with Atlassian for support issues
  • Advice on best-practices for Atlassian software usage

BMC Remote Administration

  • Helix ITSM
  • Remedy
  • Remedyforce
  • FootPrints
  • Client Management
  • Helix Discovery
  • TrueSight

BMC Product Consulting

  • BMC Client Management
    Administrator Account Management, Query Setup, Global Setup (Rollout Packages), Device Configuration, Inventory Management, Asset Discovery, Patch Management, Operational Rules, Application & Compliance Management, and Reporting
  • BMC FootPrints Service Core
    Permissions/Assignment Management, Workflow Automation, and Customer Workspace & Field Development
  • BMC Remedy
    Full Application Administration, Workflow Customization, Testing & Troubleshooting, Data Management, Security & Alert Administration, and Administration of the full BMC IT Service Management Suite
  • BMC RemedyForce
    Workflow Creation & Testing, SandBox Development, Patching, Security Configuration, Business Process Management, RemedyForce Reporting, Administration of Full Self-Service Site, and Active Directory Importing

Continuous Support

  • Fixes, patches, or workarounds specific to your software.
  • Portal access for reporting issues via phone, email, or website (self-service).
  • Availability to technicians providing prompt, comprehensive issue resolution.
  • 24×7 access to knowledge base for tech & best-practice documentation (self-service).
  • Coordination with vendor, operations, and sales to address opened/reported issues.
  • Log incident with BMC as appropriate and document reported issues.
  • Answers to application questions, ITIL® processes, best practices, and additional information.
  • Troubleshooting of existing business automation process, advice for new implementation of business automation, and suggestions for changes to existing business rules.

SaaS for Applications

  • Private cloud hosting, dedicated servers, and resources, Site to Site VPN for secure connections, daily backups.
  • Software update and upgrade management.
  • Security enforcement with on-site personnel, restricted access, biometric security systems, 24/7 video surveillance, and back-up.
  • Secure cloud storage and Atlassian solutions (in partnership with Contegix).

Kubernetes Support

These services can be used for any Kubernetes-related tasks as outlined below. Specific tasks not included here can be identified outside this scope in a separate agreement. Services must be scheduled in advance. To make a request for these additional included services, you may reach out to your XTIVIA Sales or Account Manager, contact us through our toll-free support desk at (888) 685-3101 ext. 2 or email sharedsupport@xtivia.com.

Installation/Provisioning Services

  • Design Kubernetes overall environment and architecture
  • Migration from existing platform to Kubernetes
  • Insight into aspects of cloud integrations
  • Infrastructure automation to build out systems

Platform Support

  • Assess current Kubernetes environment for needs and opportunities
  • Ensure high availability of data
  • Conduct architecture reviews
  • Design and support deployment pipelines

OS Support

All your organization’s infrastructure components are tied together – your databases live on your servers or in the cloud, SharePoint has a database, Office 365 talks to everything, etc. It’s a lot to manage – that’s where XTIVIA can help make it easier for you. Services must be scheduled in advance. To make a request for these additional included services, you may reach out to your XTIVIA Sales or Account Manager, contact us through our toll-free support desk at (888) 685-3101 ext. 2 or email sharedsupport@xtivia.com.

Operating System Support

  • Optional Monitoring
  • Administration break-fix or dev tasks
  • Telephone technical support
  • Status and strategy discussions
  • Technical issue resolution
  • System management
  • Mentoring or training
  • System issue support for App, Dev or Prod teams
  • Represent your interests with OS or App vendor tech support

Sharepoint Support

  • Optional Monitoring
  • Administration break-fix or dev tasks
  • Telephone technical support
  • Status and strategy discussions
  • Technical issue resolution
  • System management
  • Mentoring or training
  • Issue support for App, Dev or Prod teams
  • Represent your interests with Microsoft or App vendor tech support

Office 365

  • Plan future business needs
  • Tenant and subscription configuration
  • Manage tenant and all admin centers including SharePoint/One drive/Exchange/Azure AD
  • Manage all licensing and services
  • Add/remove of users and licensing support
  • SharePoint Online: Migrations, new build, design implementations
  • Exchange Online: Migrations, Distribution management, public folders, mailbox security and compliance
  • One Drive: Migrations/ Management, documentation
  • Microsoft Teams: Management and documentation
  • Microsoft Applications (Word, Excel, PowerPoint, Outlook, One Note) support and documentation
  • Azure AD: Assist with Azure AD setup of users/groups and configuration of AD Connect if on-prem domain services are active

Reporting

Data is the backbone of your business; getting actionable insights from it is mission-critical. As a Gold Certified Partner with Microsoft, XTIVIA can assist you with Microsoft tools around reporting and analytics with SQL Server and PowerBI.
To make a request for these additional included services, you may reach out to your XTIVIA Sales or Account Manager, contact us through our toll-free support desk at (888) 685-3101 ext. 2 or email sharedsupport@xtivia.com.

Power BI Support

  • Power BI Reporting
  • Power BI Configuration
  • Power BI Training

SQL Server Support

  • SQL Server Reporting Services
  • SQL Server Integration Services
  • SQL Server Analysis Services

Jaspersoft Services Support

  • Reports Development
  • Dashboard Development
  • Custom Development
  • LDAP Authentication
  • Domain Auth
  • Adhoc Development
  • Advice/Coaching/Training
  • Troubleshooting

Software and Subscriptions

As a Gold Certified Partner with Microsoft, XTIVIA can assist you with all your Microsoft licensing and subscription needs. When we help you navigate the licensing maze, you pay only for what you need and get the best-negotiated rates available.

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About XTIVIA

We are glad you asked…

Since 1992, XTIVIA does what it takes to ensure customer success through adaptive technology solutions. Our earned reputation is for delivering the right IT solutions and support that meet our customers’ specific requirements, regardless of project or complexity. We help our customers innovate and implement trusted, customized quality technology-based solutions to enhance their business performance, deliver better customer experience and be more competitive in their markets.

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