As an AWS Managed Service Provider, Mobilise have been independently assessed by AWS to ensure our capabilities meet the highest requirements set by AWS. In order to obtain AWS certification, Mobilise are 1 of only 9 UK providers to have been successfully audited on the following criteria:

• Business Health
• Business Management
• Customer Obsession
• Solution Design Capability
• DevOps Capability
• Infrastructure and Application Migration Capability
• Security
• Next Generation Service Management
• Service Level Agreements
• Optimisation
• AWS Billing and Cost Management
• AWS Knowledge

Our customers can be safe in the knowledge that Mobilse have the capabilities, business processes and engineering skills in place to deliver enterprise grade support across AWS.

Monitoring

Mobilise uses industry leading tools to manage, monitor and improve your AWS cloud infrastructure, ensuring maximum uptime, rapid incident response and system governance. Next generation monitoring tools (such as Epsagon & Instana) allow Mobilise to automatically track newly deployed resources, perform anomaly detection using machine learning and use statistical analysis algorithms to generate insights into workloads. Mobilise can monitor customers IT landscapes for security events that could lead to intrusions or attacks. Using the Elastic stack; logging, audit, metric and network data can be collated and analysed using the Security Information and Event Management tooling which uses machine learning to identify threats in real time. AWS Services such as AWS Config alert the Mobilise Service Desk instantly when a resource is configured incorrectly or intentionally subverted. AWS Organisations provide collective resources to enforce tagging, security policies and CloudTrail audit events to keep your AWS accounts safe.

Alerting

Mobilise use event management to capture events generated from the IT ecosystem and filter them based on priority ruling. This ensures that if an incident is raised a ticket is automatically created on the Service Desk and an AWS certified engineer is immediately called out using the automation software, PagerDuty. Engineers are placed on a primary and standby rota for 24/7 callouts with automated escalation ensuring that there is always an AWS certified expert able to deal with an incident. By taking this proactive approach to managing systems, Mobilise can preempt a major incident before it has caused any reputational damage or service outage.

Service Desk

Coupled with monitoring tools, Mobilise uses a UK based ISO 27001 certified incident management service and offers a cloud-based service portal, to provide customer support 24x7. The service portal can create and manage tickets raised by several methods such as phone, email and social media. Incident, Problem and Change Management Mobilise aligns itself with the ITIL framework to provide the customer with incident, problem and change management using the HaloPSA IT service management tool. Once the incident is resolved, problem investigation can be carried out along with root cause analysis, if appropriate.

Problem Management

Mobilise problem management will firstly diagnose the problem and validate any known workarounds. Problems are tracked through the HaloPSA platform, and once the problem has been diagnosed and a workaround verified, the problem becomes a ‘known error’, which is then tracked through a Known Error Database (KEDB). This KEDB is used for future incidents to assist in speeding up the resolution process.

Change Management

Mobilise utilises the HaloPSA platform to track change requests raised by customers. HaloPSA allows Mobilise certified engineers to review, track, evaluate, approve and coordinate the implementation of changes and ensures the change process minimises service downtime whilst delivering a successful change.

Customer Obsession

Mobilise conducts regular customer review meetings with customers to analyse incidents and ensure SLAs are being met.