Multi-tiered, ITIL-aligned service desk that acts as a single point of contact for all IT issues — from password resets to critical system outages. Staffed by certified engineers across L1, L2 and L3 tiers with SLA-backed response times.
Password resets, account unlocks, basic troubleshooting and service requests handled within minutes. 96% first-call resolution rate on L1 tickets ensures minimal disruption to your workforce.
Application errors, connectivity issues, server-level troubleshooting and configuration changes. Our L2 engineers have deep expertise across Windows, Linux, VMware, Active Directory and enterprise applications.
Complex infrastructure issues, performance tuning, architecture-level troubleshooting and vendor coordination. L3 specialists with OEM certifications from Microsoft, Cisco, VMware and Red Hat.
Raise tickets via phone, email, self-service portal or Microsoft Teams integration. Our ITSM portal provides real-time ticket tracking, SLA dashboards and automated escalation workflows.
Monthly service review with ticket analytics, SLA performance, trend analysis and continuous improvement recommendations. CSAT surveys after every ticket closure ensure service quality.
Curated knowledge articles, how-to guides and video tutorials empower your users to resolve common issues independently — reducing ticket volume by up to 30% within 6 months.
24×7 monitoring of servers, network devices, storage arrays, databases and applications — with intelligent alerting, automated remediation and real-time dashboards that give you complete visibility into your IT estate.
CPU, memory, disk I/O, process health and service availability monitoring across Windows Server, Linux, AIX and VMware environments with automated threshold-based alerting.
SNMP, NetFlow and syslog-based monitoring of switches, routers, firewalls, load balancers and WAN links. Interface utilization, error rates and latency tracked in real-time.
SQL Server, Oracle, MySQL and PostgreSQL performance monitoring. Query execution times, lock contention, tablespace usage and replication health tracked continuously.
SAN, NAS and backup infrastructure monitoring. Capacity trending, RAID health, backup success rates and recovery point adherence tracked with proactive alerts before issues impact operations.
Executive and operations dashboards providing at-a-glance visibility into infrastructure health, SLA compliance, incident trends and capacity forecasts — accessible anytime via web portal.
Predefined runbooks automatically resolve common issues — service restarts, disk cleanup, certificate renewals — before they escalate to incidents. Reduces manual intervention by 40%.
Proactive, scheduled maintenance activities designed to prevent failures before they happen — extending equipment life, optimizing performance and maintaining compliance with OEM warranty requirements.
Our maintenance calendar integrates with your change management process to ensure zero-disruption execution during approved maintenance windows.
Scheduled inspection of server hardware, UPS systems, cooling units, storage arrays and network equipment. Predictive failure analysis using vendor diagnostics and SMART monitoring to replace components before they fail.
Controlled deployment of operating system patches, firmware upgrades and driver updates following a tested, staged rollout process. All updates are validated in a staging environment before production deployment.
Regular performance baselining and tuning of servers, databases and applications. Identify resource bottlenecks, optimize configurations and implement capacity recommendations to maintain optimal performance levels.
Quarterly disaster recovery drills and backup restoration tests. Verify RTO/RPO targets are achievable, validate backup integrity and update DR runbooks to reflect infrastructure changes.
Enterprise-grade remote support capabilities that enable our engineers to diagnose and resolve issues without on-site visits — reducing resolution times by 60% while maintaining full audit trails and security compliance.
Encrypted remote sessions with multi-factor authentication, session recording and role-based access controls. Full compliance with RBI and SEBI remote access guidelines.
Secure CLI and GUI access to servers across your data centres, branch offices and cloud environments. All commands logged and auditable for compliance requirements.
All remote access is governed through a PAM solution with just-in-time privilege elevation, session isolation and automatic credential rotation after every session.
Remote troubleshooting for enterprise mobile devices — MDM policy enforcement, app deployment issues, VPN configuration and email setup for iOS and Android devices.
Structured, risk-based patch management that keeps your infrastructure secure and compliant — without the operational disruption of uncontrolled updates. Every patch is tested, staged and deployed with full rollback capability.
Patches prioritized based on CVSS severity, exploitability and your specific asset criticality — not just vendor release dates. Critical vulnerabilities patched within 48 hours.
Every patch is validated in a staging environment mirroring your production setup before deployment. Application compatibility testing ensures patches do not break business-critical workflows.
Patches deployed during pre-approved change windows aligned with your maintenance calendar. Zero-downtime patching for web servers and databases using rolling deployment strategies.
System snapshots taken before every patch cycle with automated rollback procedures if post-patch validation detects any issues. Recovery time under 30 minutes for any failed patch.
Automated patch compliance reports for auditors — showing patch coverage, exception documentation and remediation timelines. Supports RBI, SEBI and ISO 27001 audit requirements.
Beyond OS patches, we manage updates for Java, Adobe, Chrome, Firefox and 200+ enterprise applications — closing the gaps that attackers frequently exploit.
Our service desk follows ITIL v4 best practices across incident, problem, change and service request management — ensuring consistent, measurable and continuously improving service delivery.
Structured incident lifecycle from detection through resolution with automated escalation, priority-based SLAs and post-incident reviews for critical events.
Root cause analysis for recurring incidents. Known error database and permanent fix implementation to eliminate repeat issues and reduce ticket volume over time.
CAB-governed change process with risk assessment, implementation plans, rollback procedures and post-implementation reviews for all infrastructure changes.
Catalogue-driven service requests with automated approval workflows — new user provisioning, software installation, access requests and hardware procurement.
Every Lyseis IT Managed Services engagement is backed by contractual SLA commitments with financial penalty clauses — because we believe our performance should be measurable and accountable.
<15 min
Critical business-impacting incidents acknowledged and triaged within 15 minutes, 24×7.
99.98%
Guaranteed monthly infrastructure uptime across all managed assets with penalty clauses.
<4 hrs
Critical incidents resolved or workaround provided within 4 hours of acknowledgement.
100%
Comprehensive monthly service review with SLA scorecard, incident trends and improvement plans.
Our managed services team has deep domain expertise across regulated and mission-critical industries — understanding not just technology requirements but compliance mandates and operational constraints unique to each sector.
Core banking systems, UPI infrastructure, trading platforms and ATM networks managed with RBI-compliant SLAs and SEBI audit-ready documentation.
E-governance portals, citizen services infrastructure and smart city platforms managed with MeitY guidelines compliance and data sovereignty requirements.
ERP systems, MES platforms, OT/IT convergence infrastructure and supply chain applications managed with near-zero downtime tolerance.
HIS, PACS, LIS and telemedicine platforms managed with HIPAA-aligned practices and healthcare-specific uptime requirements for critical patient systems.
POS systems, e-commerce platforms, inventory management and omnichannel infrastructure managed with peak-season scaling and 24×7 availability.
LMS platforms, campus networks, student information systems and examination infrastructure managed with seasonal scaling and cost-optimized support models.
If you have a question not answered here, our service delivery managers are available to provide a personalised consultation for your organization's specific requirements.
Speak to a ConsultantOur standard managed services engagements are 12-month contracts with options for 24 and 36-month terms at preferential rates. We also offer 3-month pilot engagements for organizations that want to evaluate our service quality before committing to a longer term. All contracts include contractual SLAs with financial penalty clauses.
Yes — we have a proven transition methodology that ensures zero-disruption handover. The process typically takes 4–8 weeks and includes knowledge transfer from your existing team or vendor, documentation of all systems and processes, shadow operations period and phased go-live. We have successfully transitioned over 50 enterprise environments.
We offer flexible delivery models — fully remote, hybrid and dedicated on-site options depending on your requirements. Most clients prefer a hybrid model where 80–90% of support is delivered remotely with on-site engineers for hardware issues, data centre operations and periodic health checks. For large enterprises, we can station full-time engineers at your premises.
Our NOC and service desk operate 24×7×365 with dedicated night-shift engineers. After-hours support follows the same SLAs as business hours — there is no reduced service level during nights, weekends or public holidays. Critical P1 incidents receive the same 15-minute response time regardless of when they occur.
We use ServiceNow as our primary ITSM platform, with the option to integrate with your existing ITSM tool if preferred (Jira Service Management, Freshservice, ManageEngine, BMC Remedy). Our ServiceNow instance includes a branded self-service portal, knowledge base, asset management and automated SLA tracking dashboards accessible to your team.
Whether you need a complete IT operations outsourcing partner, want to augment your existing team or are looking to reduce IT costs while improving service quality — our service delivery managers will design a solution tailored to your organization.