IT service management

(ISO 20000 certified)

dbi services offers a comprehensive IT service management for on-premise environments, for Public Cloud, for Private Cloud and hybrid solutions. Our dbi FlexService Service Level Agreements are ISO 20000 certified, ITIL V3 compliant, flexible, transparent, and cost-efficient. You can choose among several levels of responsibilities, subscribe to additional options in order to cover additional technologies (7×24, high availability support, operating system support, license management services, etc.) or get preferred conditions for other activities through our dbi fidelity incentive program. dbi FlexService supports the technologies of your IT infrastructure.

Interested ? Please contact us

Our SLA covers the major databases (Oracle, SQL Server, MySQL, PostgreSQL, NoSQL) and a number of middleware technologies (Documentum, SharePoint, WebLogic, Tomcat, JBOSS). All dbi FlexService SLAs are executed by ITIL V2/V3 certified experts and ISO 20000 certified.

The ISO 20000:1-2011 and the ITIL Foundation certifications are renowned worldwide and stand for excellence in IT Service Management.

You want to compile your dbi FlexService SLA and calculate the costs? Try our SLA Calculator – online and for free!

Service Level Agreements for databases, middleware, and OS

Estimate your Service Level Agreement costs for free! The dbi FlexService SLA contracts are ISO 20000 certified, ITIL V3 compliant, flexible, transparent, and cost-efficient. They are available in three versions with various options and adapted for small and medium companies as well as big enterprises. dbi FlexService supports the technologies of your IT infrastructure: Our SLA covers the major databases (Oracle, SQL Server, MySQL) and a number of middleware technologies (Documentum, SharePoint, WebLogic/Apache). You want a comprehensive offer? Leave us your contact details we will send you an accurate calculation within 48 hours – without engagement from your side! You need a 100 per cent adaptable solution? Tailor-Made SLA! More information

Incident, problem, and change management (ITIL)

Beside the standard problem and incident management, dbi services supports customers throughout the whole IT life cycle (upgrade, capacity management, standard operations).

Our release and change management services are based on the best practices of our experienced consultants.

Configuration Management Database (CMDB)

Managing an IT infrastructure is a complex undertaking. A serious event analysis can only be performed when the IT provider perfectly knows the customer’s infrastructure.

dbi services uses a Configuration Management Database (CMDB) that is initialized at the beginning of each SLA contract and stores all configuration items of the customer’s IT environment.

Thus, the dbi services SLA team possesses all important information necessary to solve the issue and identify the concerned components at each service request or event analysis.

Please contact us !

Continual Service Improvement (ITIL)

The dbi services SLA contracts are ISO 20000 certified, which guarantees an optimal implementation of ITIL processes. The Continual Service Improvement is part of these processes and part of our dbi FlexService SLA.

As a result, the dbi services IT Service Management team will always look for possible improvements and try to optimize the incident solving process as well as the customer communication.

The continual service improvement process is based on the “plan, do, check, act” principle.

Please contact us !

Monitoring of IT infrastructures

dbi services is able to monitor your database (Oracle, MySQL, SQL Server, etc.) or middleware (Documentum, Oracle WebLogic, APEX) infrastructure with industry-wide accepted tools such as Nagios, Oracle Cloud Control, or SCOM, according to the customer’s licensing strategy. If needed, we will also work with your preferred monitoring solution.

A Nagios or Cloud Control based monitoring framework will only be useful if it is configured correctly. Our experienced consultants know which indicators have to be checked and which threshold metrics are adapted in order to react proactively. At the same time, they detect malicious incidents which often presage more serious future problems. dbi services works with well-documented monitoring processes, templates, and standardized rules.

dbi services can also provide a comprehensive monitoring framework for the EMC Documentum platform for Enterprise Content Management. These scripts are meant as a “health” checkup of components such as Documentum Content Server, Index Agent, or Rendition Server.

They can be easily integrated into monitoring solutions like Nagios and HP OpenView.

Please contact us !

IT capacity planning

Defining the resource requirements (sizing) and evaluating the future growth (capacity planning) are among the main challenges for efficient IT infrastructures. The well-tried methods and expertise of the dbi services consultants enable your company to meet these challenges in capacity management.

Based on scalable technologies, virtualization, load generators, and software testing (e. g. Oracle Real Application Testing), dbi services is able to define the right capacity strategy for you.

Our capacity planning experts are able to suggest application deployment strategies based on the expected requirement growth, offer consolidation strategies to cut your IT infrastructure costs, and perform load tests to evaluate possible capacity gaps and offer solutions.

Please contact us !

Cloud SLA

In addition of being cross-technology, our SLA offer does cover on-premise infrastructures as well as Cloud ones. All the services included in our dbi FlexService remain the same while supporting IaaS or PaaS platforms. These are even extended with additional services specific to the Cloud such as environment provisioning or scale-up and scale-down. Whatever you have private, public or hybrid cloud, dbi services is able to support your IT infrastructure.

Pharma SLA

The pharma sector is subject to very strict rules on research, development and the manufacture of products. These special rules translate into a series of good practices, including “Good X Practice” (GxP) for “Good Clinical Practices”, “Good Laboratory Practices” and “Good Manufacturing Practices”. These were introduced by the American Food and Drug Administration (FDA) to ensure consumer safety through the international application of ethical and quality standards.

These standards, which include “Installation Qualification” (IQ), “Operational Qualification” (OQ) and “Performance Qualification (PQ)” ensure the recording, the reporting and the inspection of data. This is why dbi services has an entire team of consultants dedicated to the pharmaceuticals sector. Their main mission is to ensure the administration of Middleware infrastructure (operating systems, databases and application servers) within a framework of SLAs.

Through their knowledge and expertise, our consultants are fully trained in and aware of the procedures in force in the pharmaceutical sector. They implement the required service management tools in a specific and appropriate way. Apart from Middleware infrastructure support, our pharma service desk also gets involved in numerous industry procedures. dbi services thus plays a part in securing evidence through the proper application of system and hardware validation standards, especially IQ, OQ and PQ.

Download our SLA Pharma flyer here.