Background and challenge:
Our client is a specialised Asset Manager we have been supporting with our IT know-how since the foundation of the company and whose business is continuously growing. To meet the IT and regulatory requirements, the Asset Manager was looking for a certified outsourcing partner to take over the IT function for them. In addition to pure operation, the infrastructure also had to meet the current requirements of Cloud delivery on a Microsoft basis.
An absolutely suitable challenge for oraïse, and this is what the solution looks like in concrete terms:
The solution components and the concept:
The oraïse service includes the operation of the entire infrastructure with change and capacity management in the sense of a significant outsourcing according to KWG §25b and MARisk AT9. In addition to the regulatory requirements, the most important SLA parameters for the customer were also contractually agreed. The achievement levels of the KPIs are reported to the customer in a monthly report.
In addition to the elimination of faults and the escalation or ticket handling vis-à-vis the hardware and software manufacturers, the service desk response times for severity 1,2, and 3 are included in the contract, too:
Operation from 7 a.m. – 7 p.m. on working days, excluding stock exchange holidays
Actual service time provided per year: 99.5%.
Maintenance windows outside operating hours by arrangement
Software license management (excluding licenses purchased directly by the client)
Unlimited processing of incidents and service requests with an attractive commercial arrangement agreed.
The service includes proactive monitoring of all server components (software processes and system parameters) and proactive capacity management of all components. This takes place both in the Data Centre environment and in the Cloud.
Administration of the Office 365 platform: The basis for the structure is the Azure Active Directory. OneDrive and Sharepoint are used for the file services. MS Teams is used as a communication tool.
The end devices (workstations, notebooks, smartphones) are managed via Microsoft Intune.
Combination of oraise services and on-site service provision:
The operation of the infrastructure is provided by oraïse from the remote maintenance centres in Frankfurt and Zurich. On-site service by oraïse technicians at the customer’s location is also ensured, should this be necessary.
In addition to remote management via the Internet, the connection to the Microsoft Cloud also offers the possibility of managing private end devices (BYOD).
The decisive advantages for the customer in this case were:
– An infrastructure solution tailored to the needs of the customer
– No need for an own IT department and corresponding personnel
– State-of-the-art technological solution based on Microsoft 365 and Azure.
– The implementation and guarantee of all regulatory requirements
– Comprehensive service and a permanent support team and
– oraise’s experience as an IT service provider for the Financial Services industry.