Security Global Managed Service Capabilities

IT support provided 24/7/365. Local KDDI staff stops problems before they occur.

KDDI Support Areas

24/7 Dedicated Service Desk

Service Desk Management

Incident Management

Issue Management

Vendor Escalation

Request Fulfillment

Configuration Management

System Administrator Support

Patch Management Support

Customer Management

Review and Reporting

Document Management and Updates

Compliance Enforcement

Continuous Service Improvement

24/7 Active Monitoring

Alert Notification Management

Escalation Management

Report Submission on Operational Performance and Availability

Service Desk

Dedicated customer service desk
Trouble ticket creation, contract validation, escalation and assignment, and status management until the ticket is resolved
Basic support such as operating procedures, brief training, and scripts

Support Services

Remote and on-site diagnosis, correction, and solution of reported incidents and problems as required
Escalation to vendors for software, performance, or configuration issues
RMA and parts replacement in case of hardware issues
Restoration to original hardware configuration

Service Operations

Emergency security patches and timely firmware upgrades
Monthly management of Microsoft Windows endpoint patches
Performing service requests with predefined standard (minor) changes
IT operations support, including functional configuration backup, log collection, and daily tasks
Maintenance and updating of IT asset information and inventory lists

Service Implementation

A comprehensive contact point for service-related matters
Periodic review meetings to confirm customer satisfaction with service delivery
Summarized reports on monitoring results, issued tickets, and critical problems that need to be communicated to customers
Proposals for reviews and continuous service improvement