Eureka MSP
ISO 20000 Certified

Eureka is an ISO 20000 certified organization. The audit was performed by British Standards Institute. ISO 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. Globally very few companies, Accenture, IBM, Satyam, to name a few, have been certified. Eureka is proud to be part of this prestigious list of services providers.

For certification Eureka had to meet the ISO 20000 requirements for the following:

Requirements for a management system
Planning and implementing service management
Planning and implementing new or changed services
Service delivery process
Relationship processes
Resolution processes
Control processes
Release processes


Eureka's ISO 20000 Certification >

Eureka's ISO 20000 Certification covers the Management and Monitoring of;

Desktops:
  Configuration support for desktop applications, performance tune-up and monitoring, network integration support, desktop security configuration and monitoring, attached device support and hardware supplier management
Servers:
  Integration and configuration of servers, software maintenance maintaining the software up-to-date, secure and harden servers for stability and security, administration of services and monitor activities & resources against a set baseline
Data center:
  Install, configure, optimize, secure, manage and monitor datacenter infrastructures such as data links, networking devices, perimeter security devices and remote access devices. Monitor and analyze various logs.

Managed Security
Architect solution based on security needs, advice on product selection, install/integrate, configure manage and monitor security solutions such as managed firewall, managed IDS/IPS, VPN, Virus, spam filter server, Single Sign On, regular penetration tests and Vulnerability assessments etc..

Help Desk Operation
Information request handling, monitoring, filtering and notification of events and incidents, incident ticket creation and escalation through different levels of support, supplier coordination


The Team
Apart from having a highly qualified and experienced team Eureka also has one of the highest employee satisfaction ratings in the country.

Skills Matrix

Support Level Qualifications
Level 4

CISSP, CISM, CISA, CEH, MBCS, CCNP, CITP, B.Sc.Eng, MIEEE
Level 3
MCSA, MCSE, CCNP, RHCE, Cisco Firewall Specialist
Level 2
MCP , NCC - IDCS, CCNA, CCDA, MBCS, Cisco Security Information Specialist
Level 1
MCP, MCSE, MCSA, MCTS, BCS, MCTS, MCITP, NIBM, BSc(Hon)in IT, CCNA, NCC, A+, TEC Edexel

TNS Survey
Eureka's Employee Satisfaction Rating : Highest in Sri Lanka - Survey by TNS-Global (Sri Lanka)




Six Sigma

Six Sigma is a business improvement methodology, originally developed by Motorola to systematically improve processes. Today it is widely used in global 500 companies such as GE, Glaxo, etc... The objective is to deliver high performance, reliability and value to the end customer. Eureka drives process innovation via our Six Sigma program and boasts an impressive Six Sigma certified team with 1 black belt and 5 green belts. Eureka has reaped significant benefits using Six Sigma both in terms of streamlining internal processes as well as providing cost effective services and solutions - a direct benefit to our clientele.


ITIL

Developed by the British government and practiced in Global 1000 organizations, the Information Technology Infrastructure Library (ITIL) is a framework of best practices for managing IT infrastructure. Eureka has been practicing ITIL for over 2 years with significant results in improved quality, efficiency and reliability.

While there is no official ITIL certification process for an organization the ISO 20000 standard integrates these practices into its process, and has become the de facto standard for managing IT infrastructure. Therefore, apart from having implemented these processes into our business practices Eureka is now an ISO 20000 certified company.