IT Infrastructure & Customer Support

Data Center / Network Operations and Customer Service

Anchor provides expert services in IT Infrastructure support following the “IT Infrastructure Library (ITILv3)” framework for “IT Service Management (ITSM)”as well as the “International Organization for Standardization (ISO)” methodologies. We deliver cutting-edge solutions that assist our customers in meeting their organizational goals and objectives. Our people and processes focus on:

  •  Network Design
  •  Network Operations
  •  Data Center Design
  •  Data Center Operations
  •  Security Operations
  •  Help Desk Operations
  •  Training

Our data center services also extend into “Disaster Recovery (DR)” and Continuity of Operations Planning(COOP) including:

  •  Requirements analysis
  •  Development of Recovery Time Objective (RTO) and Recovery Point Objective (RPO) criteria
  •  Failover/failback design and testing
  •  DR and COOP documentation development
  •  Security Operations
  •  Help Desk Operations
  •  Training

 

Customer Support

Anchor provides customer support through a combination of Tier 1, 2, & 3 Help Desk, Training, user documentation, and specialized Technical Assistance (TA) to clients.

Help Desk

For help desk, we work with top IT service support management (ITSSM) tools including BMC Remedy and recently with ServiceNow suite of tools.

Training and User Documentation

For Training and User Documentation, our instructional designers and documentation specialists work with technical Subject Matter Experts (SME) and end users to create engaging training and user documentation content tailored to the environment and organizational user support needs.

Content is developed and re-purposed to be delivered in a variety of formats including classroom-based training, webinars , on-line and on-demand context sensitive training, and user documentation for all levels of users.

Technical Assistance (TA)

Anchor Technical Assistance (TA) Support builds on training and documentation providing an added level and depth of organizational and one-on-one user support to organizations. This includes assisting with challenging activities related to deployed technologies and organizational-level support to facilitate technology adoption and changes within an organization.

Anchor Can Assist Agencies in Improved Service Delivery and Customer Satisfaction Through Proven Experience

From network administration and technical support to help desk, training, and Technical Assistance, Anchor can provide end-to-end IT Operations and Maintenance (O&M) support for your organization .