ActioNetManagedServices™ is a suite of high quality, resilient managed services that can be rapidly deployed in a virtual private, public or hybrid cloud environment. We help customers migrate the enterprise to a managed services model with no disruption to users.
ActioNetManagedServices™ offerings leverage our partners’ (Amazon, Microsoft, Cisco, ServiceNow, Salesforce, T-Metric, Oracle, etc.) proven platforms to provide an extensive catalog of secure services for our clients. ActioNet has the expertise and knowledge to assist clients migrating to a fully managed IT enterprise solution at any service layer. Governance and security are critical – our end-to-end managed service offerings ensure that process automation and operational controls enable people in the organization to focus on mission activities, while lowering the threat profile and reducing costs.
Managed Infrastructure & Platform Services
Infrastructure Services include the core infrastructure capacity and services for compute, storage and network access needed to support systems’ requirements. Platform Services include systems engineering and integration technologies and environments to realize mission-enabling applications.
Managed End User Services
Managed end-user services with contact center through deskside support, delivering Tiers 0 through 3. ‘Shift-Left’ with our easily accessible, on-demand and highly automated user incident and request services that facilitates user self-help and resolution on first contact. Also offered are on-premise dispatch, depot, and walk-up service, as well as 24/7 contact support for any level, including VIP service.
Managed Unified Communications as a Service (UCaaS)
A fully managed UCaaS solution including the hosted backend UC service, end-user UC application and device provisioning, and end-to-end O&M. Our UC desktop and mobile device solutions provide a robust set of communication capabilities for enterprise messaging, presence technology, online meetings, team collaboration, IP telephony (VoIP) and video conferencing.
Managed Cybersecurity Services
DDoS protection, managed vulnerability capability (e.g., end-to-end management that includes scanning, prioritization and patching on behalf of the customer), DR and COOP, identity and access management, secure messaging gateways, secure web gateways, and web application firewalls.
Managed Low/No-code services
Our combination of user- and non-user-facing service offerings and tools (e.g., ServiceNow, SalesForce, etc.) are part of our suite of capabilities ensuring the operation, maintenance, versioning, upgrade, enhancements, transformation, and modernization of applications to meet mission objectives.
Deployment of our Tailored ActioNetDesk Managed Service Solution for Agency End-User Support
Our client desired a managed service desk solution for end-user IT support. They were transitioning their on-premise contact centers and support to a centralized managed shared services mode to be more scalable, modernized, and expansive in terms of support provided. Additionally, deskside support was transformed to service tiers, including VIP service.
What We Did
ActioNet leveraged our ActioNetDesk capabilities to integrate into the customer environment all of the aspects of the service desired – ranging from the contact center’s full T0/1+ offering, through remote, on-call and on-premise Tiers 2+, including VIP service. The service was driven by ITIL, HDI and CX processes, and the contact center met Government security requirements for FISMA and CMMC compliance. Further, ActioNetDesk’s Tier 0/1+ services are fully redundant and deliver the high availability expected of a ‘utility-style’ service, meaning it’s always on during required operational hours – up to 24/7.
ActioNet delivered an ITIL/HDI-based service desk that provided our client with a Single Point of Contact (SPOC) solution on a cloud-based, FedRAMP certified automated call distribution platform. Our ActioNetDesk service: met or exceeded all SLAs and KPIs, including call/ticket handling, response, and resolution metrics; met or exceeded agency FCR targets (>90%); achieved high customer satisfaction ratings (97+%); provided an extensive repository of searchable Knowledge Base articles; and, established proactive customer communications via an interactive user accessible dashboard.