Introduction to Information Technology
Infrastructure
(ICT554)
Chapter 3:
3.1 Type of IT Infrastructure
Services
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IT INFRASTRUCTURE SERVICES
Examples of SaaS cloud service providers Cloud services are infrastructure, platforms, or software that are
include Dropbox, G Suite, Microsoft Office 365, and hosted by third-party providers and made available to users
Slack. In each of these applications, users can access, through the internet.
share, store, and secure information in “the cloud.” There are four main types of cloud computing: private clouds,
Two of the best cloud providers available today are Amazon public clouds, hybrid clouds, and multiclouds. There are also
Web Services and Microsoft Azure three main types of cloud computing services: Infrastructure-as-a-
Emails, calendars, Skype, and WhatsApp are cloud Service (IaaS), Platforms-as-a-Service (PaaS), and Software-as-a-
computing examples Service (SaaS).
Data center services are responsible for giving IT Network management is the sum total of applications, tools and
organizations data backup and recovery, networking, processes used to provision, operate, maintain, administer and secure
website hosting, data management and so on. network infrastructure. The overarching role of network management
https://www.cisco.com/c/en_my/solutions/data-center- is ensuring network resources are made available to users efficiently,
effectively and quickly.
virtualization/what-is-a-data-center.html https://www.cisco.com/c/en/us/solutions/enterprise-networks/what-is-
network-management.html#~q-a
What is end user support? In an IT
specialized company, end-user
Security management covers all aspects support provides assistance to IT
of protecting an organization's assets – issues and disruptions. End user
including computers, people, buildings, support specialists are the first line of
and other assets – against risk. help when a user encounters a
problem with software or applications
https://nces.ed.gov/pubs98/safetech/ch
or a defect in an IT program. They
apter4.asp
perform a variety of tasks.
https://nhsfraudandsecurity.co.uk/securi
ty-information/your-security-
management-team/
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IT INFRASTRUCTURE MANAGEMENT SERVICES
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https://m.allianceifa.com.my/index.php?ws=showproducts&products_id=3866041
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https://www.youtube.com/watch?v=GYpeyuc-
lo8
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Introduction to Information Technology
Infrastructure
(ICT554)
Chapter 3:
3.2 Service Provider
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Service Provider
✓ Service Provider is a company that provides organizations with:
➢ *Consulting (https://www.abeam.com/mas/en/) (http://quantum.com.my/)
(https://www.consultingcase101.com/list-of-consulting-firms-in-kuala-lumpur-
malaysia/)
➢ *Legal
➢ *Real estate
➢ *Education
➢ *Communications
➢ *Storage
➢ *Processing
✓ IT professionals sometimes differentiate between service providers by categorizing
them as type I, II, or III. The three service types are recognized by the IT industry
although specifically defined by ITIL.
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Data centre Service Provider
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Cloud Service Provider
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Network Management Service
Provider
• Solanet.my
• OPUS IT
• HPE
• IBM
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End User Support Service Provider
• Thrive Networks
• Transputec
• Orion Technology Services
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https://www.supraits.com/infrastructure/managed-it/end-user-support/
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https://www.muvi.com/product-updates/end-user-support-service-providing-the-best-
experience-with-on-time-support
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Security Management Service Provider
• AIMS
• Fortinet
• MNS Group
• AlgoSec
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Example Service Provider in Malaysia
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https://www.invensislearning.com/blog/itil-service-providers/
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Category of Service Provider
• Type I: Internal Service Provider
→ Operate exclusively within their internal market space, which may be
an internal Business Unit (BU), and they are more common than generally
believed. It depends on the business, but usually, when one business unit
starts to achieve large business growth, and begins earning a big enough
portion of the companies’ profit – that business unit wants to ensure that
all necessary resources are under its own direct control.
→ A service delivered between departments or business units in the
same organization.
→ Embedded in the business unit it serves
→ E.g: InfoTech give authorization to the UiTM staffs and students to
use the IT service. (http://infotech.uitm.edu.my/main/)
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Type II: Shared Service Provider
✓ Shared services is the provision of a service by one part of an
organization or group where that service had previously been found in
more than one part of the organization or group.
✓ Is the idea of 'sharing' within an organization or group. This sharing
needs to fundamentally include shared accountability of results by the
unit from where the work is migrated to the provider.
✓ The provider on the other hand needs to ensure that the agreed
results are delivered based on defined measures (KPIs, cost, quality
etc.).
✓ Internal service provider that provides shared IT services to more
than one business unit.
✓ Provide services to multiple business units
✓ E.g: Best Multimedia (Leasing PC service provider) (provide the
leasing PC to many different faculties &unit)
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https://www.scottmadden.com/insight/what-are-shared-services/
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Type III: External Service Provider (ESP)
ESP perform work that is based on the contract requirements that are
in contracts and blanket purchase orders or on-demand purchase
orders. Some external service providers can provide services such as
maintenance or electrical services. Other service providers can
provide products such as specific assets or the materials that are
required to complete the work.
Example:
An external service provider (ESP) is any Internet based service not sourced from the UiTM
network. Examples of this are:
✓Consumer email services such as Yahoo!, live.com, or Google mail (outside of the
University's Google domain)
✓Internet Service Providers such as TM
✓Web hosting and Web application providers, such as Amazon's S3 or Google Apps (outside
of the University's Google domain)
✓Services provided by other universities (UTEM MOOCS)
✓Application Service Providers (HP services)
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An External Service Provider role
typically performs the following
tasks:
• Manages service level agreements (SLAs)
• Receives and completes work tasks and purchase orders
• Performs corrective, preventive, and condition-based maintenance
• Performs special services such as condition and environmental
inspections, and recommendations for remedial action
• Assigns tasks to technicians based on SLAs, technician availability,
and technician skills
• Reviews day-to-day and longer term metrics for the team and
handles performance that is outside of the defined thresholds
• Creates invoices for completed work
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Type Of Service Provider
❑ Application Service Provider (ASP)
❑ Network Service Provider (NSP)
❑ Internet Service Provider (ISP)
❑ Managed Service Provider (MSP)
❑ Storage Service Provider(SSP)
❑ Telecommunications Service Provider (TSP)
❑ Online Service Provider
❑ Payment Service Provider (PSP)
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Application Service Provider (ASP)
✓ An (ASP) is a company that offers individuals or enterprises
access over the Internet to applications and related services
that would otherwise have to be located in their own personal
or enterprise computers.
✓ Applications include:
➢ Remote access serving for the users of an enterprise.
➢ An off-premises local area network to which mobile users
can be connected, with a common file server.
➢ Specialized applications that would be expensive to install
and maintain within your own company or on your own
computer.
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Benefit of ASP
✓It will reduce their spending and the costs of
keeping systems up.
✓Also offer superior technical support which
may be reason enough for most businesses.
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Example Of ASP
✓ A web hosting company-companies like Verio and webHosting.com
provide a classic ASP scenario. These company provide hardware,
software, bandwidth and people to host web sites for companies
and individuals.
✓ An email provider- A web hosting company usually provides some
sort of e-mail service with your web hosting account.
✓ https://www.erp-information.com/application-service-
provider.html
✓ Two alternatives:
➢ Free services such as Yahoo mail or Hotmail
➢ E-mail server ASPs who run exchange servers, POP servers or IMAP4
servers and distribute them on a monthly fee basis.
➢ allows you to download messages from Gmail's servers onto your
computer so you can access your mail with a program like Microsoft
Outlook or Thunderbird, even when you aren't connected to the
Internet. POP and IMAP access are free for all Gmail users.
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Free ASP tools
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Network Service Provider (NSP)
✓ NSP is a company that provides backbone services to an
Internet service provider (ISP), the company that most Web
users use for access to the Internet.
✓ The NSP routes all traffic and basically provides the
infrastructure needed for Internet connectivity.
✓ The NSP builds, maintains, and expands their infrastructure as
Internet traffic demands. The ISP is responsible for its own
network, sales and marketing, and customer service.
✓ NSP that they in turn provide their customers such as e-mail
service, Web-based e-mail service, personal Web hosting, chat,
discussion groups, and other end-user applications.
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INTERNET SERVICE PROVIDER
(ISP)
✓ Sometimes called an Internet Access Provider.
✓ ISP is a organization that supplies Internet connectivity to
home and business customers.
✓ ISP acts as an intermediary between a small business's
computer system and the Internet.
✓ ISP feeds the small business's outbound information to the
Internet, and also feeds inbound Internet traffic into the small
business's Internet connection.
✓ ISPs take several forms and offer a wide variety of services.
They generally charge their customers for Internet access
depending on their usage needs and the level of service
provided.
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ISP
✓ Wireless Internet service providers (WISPs) have
emerged that offer Internet access through wireless
LAN or wireless broadband networks.
✓ Many ISPs also offer related Internet services like
email, Web hosting and access to software tools.
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Telekom Malaysia (TM)
Jaring
Time
Redtone
P1 Wimax
Metrofon
Maxis
Celcom
Digi
Umobile
Amax
iZZi
Extreme Broadband
V-telecom
Penangfon
VDSL
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MANAGED SERVICE PROVIDER
(MSP)
• For many small and midsize companies, having someone else
remotely monitor and manage their computer network is a no-
brainer.
• The managed service provider can improve efficiency,
reliability, security, and maintenance -- all while lowering costs
and freeing up IT staff to work on more strategic projects.
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MANAGED SERVICE PROVIDER
(MSP) (cont.)
• A managed service provider (MSP) is a third-party company that remotely manages a
customer's information technology (IT) infrastructure and end-user systems.
• Small and medium-sized businesses (SMBs), nonprofits and government agencies hire MSPs to
perform a defined set of day-to-day management services.
• These services may include network and infrastructure management, security and monitoring.
• MSPs often handle management services on a daily basis so customer organizations can focus
on improving their services without worrying about extended system downtimes or service
interruptions.
• While some MSPs may specialize in specific segments of IT, such as data storage, others focus
on specific vertical markets, such as legal, financial services, healthcare or manufacturing.
Managed security service providers, for instance, offer specialized types of services, such as
remote firewall administration and other security-as-a-service offerings.
• Managed print service providers maintain printers and supply consumables. Often, MSPs
perform their tasks remotely over the Internet.
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MANAGED SERVICE PROVIDER
(MSP)
✓ Provides delivery and management of network-based services,
applications, and equipment to enterprises, residences, or
other service providers.
✓ MSP tend to be Web hosting or application service providers
that allow users to outsource their network and application
resource procedures under a delivery agreement.
✓ MSPs rely on a vendor management system (VMS), which is a
software program that provides efficiency and transparency
related to all facts of the dependent and contract workforce.
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Benefits for Managed IT Service
Providers
✓ Provide managed IT services across multiple customers, networks,
and sites from a single console with scalable, cost-effective, and
enterprise-class products.
✓ Gain complete visibility and control of your customers' networks,
applications, servers, virtualization, and storage environments
✓ Receive real-time alerts and notifications based on powerful,
customizable alert engines supporting dynamic service groups and
conditional group dependencies
✓ Remotely troubleshoot your customers' infrastructure using
customizable, drill-down views from a single web console
✓ Customize your customers' views and permissions and limit visibility
to their environment
✓ Provide your customers with proactive service & delivery reports
customized specifically for their environments
✓ MSP branding opportunities to keep your company's brand in front
of your customers
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Diagram of How the MSP remotely manages a
customer’s/company’s information technology (IT)
infrastructure and end-user systems?
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YU0
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Some companies are reluctant to use
MSP because:
• Skepticism over cost savings
• Lack of need
• Reluctance to outsource to an outside
company
• Perceived loss of control by IT or operations
staff
• Concern over disruptions during transition
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STORAGE SERVICE PROVIDER
(SSP)
✓ Any company that provides computer storage space and
related management services.
✓ SSPs typically offer periodic backup and archiving and
some offer the ability to consolidate data from multiple
company locations, so that all locations can share the
data effectively.
✓ Some companies specialize in providing limited storage
service, such as periodic remote backup, to individual
computer users and small businesses.
✓ Two leading SSP companies are Storage Networks and
Managed Storage International.
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SSP
Advantages of managed storage :
✓ Are that more space can be ordered as required.
✓ Depending upon your SSP, backups may also be
managed.
✓ Faster data access can be ordered as required.
✓ Maintenance costs may be reduced, particularly for
larger organizations who store a large or increasing
volumes of data.
Disadvantage :
✓ The cost may be prohibitive, for small organizations or
individuals who deal with smaller amounts or static
volumes of data and that there's less control of data
systems.
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Telecommunications Service Provider
(TSP)
✓ TSP is a type of communications service provider that has
traditionally provided telephone and similar services.
✓ Includes incumbent local exchange carriers, competitive local
exchange carriers, and mobile wireless communication
companies.
✓ While some people use the terms “Telecom service provider"
and “Communications service provider" interchangeably, the
term TSP generally excludes Internet service providers
(ISPs), cable companies, satellite TV, and managed service
providers.
✓ TSPs provide access to telephone and related
communications services.
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Online Service Provider
✓ Online Service provider subscribers with a wide variety of data transmitted
over telecommunications lines. Online services provide an infrastructure in
which subscribers can communicate with one another.
✓ An online service provider can be an Internet service provider, email
provider, news provider (press), entertainment provider (music, movies),
search, e-shopping site (E-commerce), e-finance or e-banking site, e-health
site, e-government site.
✓ The term "online service" was also used in references to these dial-up
services.
✓ An entity offering the transmission, routing, or providing of connections for
digital online communications, between or among points specified by a
user, of material of the user’s choosing, without modification to the content
of the material as sent or received.
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Payment Service Provider (PSP)
✓ A payment service provider (PSP) offers shops online services for accepting
electronic payments by a variety of payment methods including credit card,
bank-based payments such as direct debit, bank transfer, and real-time
bank transfer based on online banking.
✓ They use a software as a service model and form a single payment gateway
for their clients (merchants) to multiple payment methods.
✓ PSP can connect to multiple acquiring banks, card, and payment networks.
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Credit Card Authorization Payment Process
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✓ Full-service PSP can offer risk management services for card and
bank based payments, transaction payment matching,
reporting, fund remittance and fraud protection in addition to
multi-currency functionality and services.
✓ A PSP is thus a much broader term than a payment gateway
which is how the payment card industry refers to them.
✓ PSP fees are typically levied in one of two ways:
➢ As a percentage of each transaction
➢ A fixed cost per transaction.
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Payment Service Provider Process
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