IT Managed Services

The world is becoming more and more uncertain; companies are more and more risk adverse and reluctant to invest. This is why, ebrc has developed a consistent portfolio of IT Managed Services on an “on demand” basis.  ebrc invests in technology, processes and people in the long term and through its e-Agility offer allows its clients to transform fixed costs into variable costs.
ebrc IT Managed Services are designed to achieve industry-grade operations on a continuous basis and are delivered according to flexible and quality-driven rules within a strict and controlled environment in full compliance with the national and international regulation requirements .

Based on the ITIL framework, ebrc provides a comprehensive range of Managed Services leveraging full-time expert engineering committed to ensure the client that its critical applications and important data are always secure and available.

Our engineers work in close cooperation with you to design the right solution in accordance with your unique business functional requirements. After a mutual agreement, they will provide a documented statement of work including specific business requirements, services, roles and responsibilities, schedules, service level management …

Our “on demand” Managed Services includes industrialised processes to support on a real time mode the operations of an organisation:

  ·   Continuous Production “Service Support” 
  ·   Functional Business “Service Delivery”

Continuous Production Service Support

Monitoring Services: continuous 24/7 event analysis and alarm notification, available on remote access mode, based on automated processes

Supporting Services: this service level adds to monitoring a set of predefined processes and first reaction support in case of problem

Full Management Services: monitoring and supporting services are delivered  as well as preventive and reactive services on security, network components, systems, databases and applications within the ITIL scope:

  • Configuration management
  • Incident management
  • Problem management
  • Release management
  • Change management
  • Escalation management

A dedicated service manager drives the service delivery activities carrying out  the long-term planning and incremental improvement of the application platform security and availability.

Functional Business "Service Delivery"

  • Service Level Management: continuous cycle of monitoring, reporting, controlling of service level achievements documented in the SLAs
    IT Service Level Management
  • Continuity Management: Business Continuity Management processes  including implementation and maintenance of the BCP & DRP, backup plan, crisis management, awareness, test scenarios according to the BCP Resilience consulting; Continuity Management
  • Capacity Management: monitoring and reporting processes to gain visibility of current infrastructures, hardware and software resources and be able to preventively detect upcoming bottlenecks and document improvements Capacity management
  • Availability management: continuous monitoring of the application value chain availability according to the SLAs
  • Performance management : continuous monitoring of the application value chain performance according to the SLAs
    Availability & performance management   

A dedicated service manager drives the service delivery activities carrying out  the long-term planning and incremental improvement of the application platform security and availability.

Resilience Operations Centre

Based on the ITIL model, ebrc Managed Services enable our clients to benefit from:

  • Granular integrated set of advanced tools to supervise and manage their applications
  • Up-to-date resources and technologies to ensure and maintain capacity and performance
  • A 24x7x365 service desk performed by our Resilience Operations Centre
  • Top Tier infrastructures to host critical applications platform
  • The guarantee of operational transparency through the delivery of top-level dashboards on the performance and availability of the business applications being monitored
  • Flexible Service Level Agreement in compliance with your requirements and the regulatory constraints

ebrc executes all its technical and functional development in house and thus has a complete control on the business process, compliance and integration of the clients’ existing tools and processes.

The status of PFS (Professional of the Financial Sector) places ebrc under the direct supervision of the Banking & Finance Regulator (CSSF) in Luxembourg, just like a bank, with the same responsibilities and capabilities, in particular for financial data confidentiality and internal control.

ebrc ICT teams are ITIL v3 certified and follow the best practices in ICT procedures.

Your applications will be hosted in our world-class datacenters, up to Tier IV classified,  with the highest levels of security and redundancy.

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