Operations and technical support services

OVERVIEW

OPERATIONS & TECHNICAL SUPPORT SERVICES

In the rapidly developing market for operations and technical support services in Vietnam, HPT stands out as a leading candidate for providing these services. HPT is an IT service company with 27 years of experience, specializing deeply in the field of information technology. With a team of IT engineers and experts holding international professional certifications, HPT has successfully supported and partnered with over 1,000 customers in implementing IT in their operations. HPT's advantage lies in its experts' capability to deliver services throughout the entire lifecycle of IT projects.


Challenges in Technology and Information Security

The pace of technological updates and changes is faster than ever in the Fourth Industrial Revolution, especially with the digital transformation process. Under the pressure of creating digital replicas of entities, IT infrastructure must change its architecture to become intelligent, flexible, and quickly adaptable to each application's purpose. This requires administrators to have comprehensive knowledge and skills, understanding everything about applications from hardware to operations to make correct decisions.

The prevalence of smart devices, especially smartphones, has changed the IT application habits of most users. For businesses, the BYOD (Bring Your Own Device) culture is becoming widespread and strong. Behind these conveniences lies heavy pressure on IT teams to ensure readiness, meeting the demand for access to applications anytime, anywhere, and on any device.

Alongside the explosion of technology and connectivity are constantly increasing risks in information security. Cyberattacks are not just random but can be targeted attacks with tactics and tools tailored to each specific case. To respond to information security threats, the administration team must continuously monitor system operations while constantly updating, reinforcing the system, applying security patches, and potentially testing the system's intrusion prevention capabilities.

Challenges in operational process and compliance

To ensure the most basic requirement for IT, which is safe and continuous operation, the operation of IT systems requires the implementation of various processes. These processes are necessary to prevent and mitigate risks that could affect the confidentiality, integrity, and availability of information, which are the organization's assets. However, in practice, compliance with operational processes remains modest, especially for non-IT companies. The consequences may include undetected intrusions for extended periods, system crashes due to hardware failures, and even the inability to recover due to incomplete backup data. During operations, businesses cannot avoid IT incidents. When incidents occur, coordinating with multiple units—different product manufacturers and service providers—and managing these units to identify the cause and resolve the issue can be difficult and time-consuming. This can lead to business disruptions or even financial losses.

Challenges in IT force

Ensuring the safe and continuous operation of IT systems requires more than just investing in products and technology solutions; it needs a comprehensive approach that includes processes, technology, and humans working together systematically and efficiently. Therefore, even with modern technology, businesses still depend on effective system management capabilities.

In the context of rapidly changing technology, administrators must constantly update their knowledge, concepts, and skills. Additionally, the pressure to innovate and quickly deploy new IT applications for business operations demands that system administrators possess deep, broad, and versatile expertise (full stack engineers). In Vietnam, the shortage of skilled IT forces and a high employee turnover rate of over 25% make recruiting and retaining talent become a significant challenge for organizations.

Considering the scale of IT infrastructure and the corresponding operational resources, meeting the basic requirement of safe and continuous operation can cause overload for the team, leaving little time for professional development and system upgrades. IT teams often face incidents and routine tasks that prevent them from focusing on strategic IT projects.

Outsourcing IT Services as a Viable and Optimal Solution for Businesses


To alleviate the burden of operating IT systems, there are several solutions, including investing in products, utilizing IT applications as cloud computing services (XaaS), or outsourcing IT operations, technical support, maintenance, user support, and other services. Depending on the characteristics and technical requirements of each system, businesses can choose the appropriate outsourcing solution. The trend of outsourcing IT services is currently widespread. This approach helps businesses optimize operating costs and allows them to focus on core activities.


HPT's Operational and Technical Support Services – HPT Managed Services – Distinguished by Experience: In the burgeoning market of operational and technical support services in Vietnam, HPT stands out as a leader in supplying these services. HPT is an IT service company with 27 years of experience, specializing in IT services. The company boasts a team of IT engineers and experts with international certifications, who have successfully supported over 1,000 clients in applying IT to their operations. HPT's advantage lies in its experts' capability to provide comprehensive services throughout the entire lifecycle of IT projects.






Service Packages

Operational and Technical Support Services

Review, Assessment, and Periodic Maintenance Services

Periodic Information Security Awareness Training Services

Approach and Service Implementation Method

HPT provides IT services based on a comprehensive approach, focusing not only on advanced technology and technical expertise but also on integrating processes and people. This ensures that the quality of services provided to customers is continuously improved and remains aligned with core business operations. HPT's services are built on compliance with quality management systems (ISO 9000), information security management systems (ISO 27000), and the best practices and guidelines of the ITIL framework.

HPT proposes a three-step, reasonable, and simple process for implementing IT services. The specific details of the service implementation process will be customized by experts based on the unique needs and systems of the enterprise.


Step 01 – Establishing System Records, including:

  • Building and managing the system configuration database

  • Creating system operation documentation

  • Coordinating to develop or operate procedures, protocols, and guidelines (depending on the scope of work, processes and guidelines can be reduced or supplemented)


Step 02 – Establishing Monitoring Plans and Implementation Guidelines, including:

  • A checklist of periodic or unplanned monitoring tasks

  • Guidelines for performing monitoring, handling incidents, and recording reports and system logs


Step 03 – Establishing Reports and Recommendations:

  • Daily/weekly reports (system administration logs): status after inspections, warnings and assessments, incidents (if any) and corrective actions, recommendations (if any)

  • Monthly/quarterly reports

  • Annual reports


Processes and Tools for Service Implementation

To ensure commitment to service quality, HPT has developed and adheres to various management processes such as regular inspection procedures, incident management processes, change management processes, etc. Below are some examples of service implementation processes.



Periodic Inspection Procedure



Incident Reception and Service Request Handling Process

To manage and control incident response and service support, providing contingency plans for resources to ensure service quality commitments. Additionally, it facilitates easy coordination among relevant units and personnel.

HPT service engineers are trained and experienced in deploying and operating popular system management tools such as Solarwinds, PRTG, MRTG, Zabbix, Nagios, IBM Tivoli Network monitoring, Cacti, as well as system management tools from Cisco, HPE, DellEMC, and Vmware. The proficiency of service engineers in using and exploiting system management tools helps customers maximize the value of their infrastructure investment.

In addition to the aforementioned common tools, HPT also develops advanced system management and evaluation solutions such as HPT SmartNOC, HPT Oracheck, and others.

Dashboard for monitoring system load status in HPT SmartNOC



Incident handling process



Flexible and Immediate Information Reception and Response Channels



  • Technical Support Portal: https://ticket.hpt.vn
  • Contact via email: csp@hpt.vn
  • Contact via hotline: Specified in the service contract

  • Contact via Contact Center: 18006686 


HPT will provide accounts to access the management portal and technical support. At this portal, customers can create technical support requests, provide error information, and interact with service engineers during incident handling or management of their technical support requests.



Service Benefits

The operational and technical support services provided by HPT help businesses alleviate the burden of managing IT infrastructure incidents, focus on rapidly deploying IT strategies.

• Easily control and estimate IT operation costs

• Free up IT operation resources to focus on strategic projects

• Benefit from the expert guidance of highly skilled engineers certified by leading global IT companies

• Manage multiple requests through a single provider

• Quickly assess the effectiveness of IT operations through detailed reports

• Simplify the management process

• Efficiently utilize invested infrastructure

• Increase device lifespan through regular maintenance activities

• Proactively mitigate risks and forecast IT infrastructure conditions