Accel Frontline Remote Infrastructure Capabilities


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Accel Frontline Remote Infrastructure Capabilities

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  • May 1, 2009 This is a Sample Footer
  • May 1, 2009 This is a Sample Footer
  • May 1, 2009 This is a Sample Footer
  • Accel Frontline Remote Infrastructure Capabilities

    1. 1. Remote Infrastructure Management Services [RIMS]
    2. 2. About Accel Frontline <ul><li>Accel Frontline Ltd ( A BT Frontline Company ) is a leading &quot;Systems Integrator and Total ICT Solutions Provider. </li></ul><ul><li>One of the Top 3 Systems Integrators in India </li></ul><ul><li>45 offices and 110 service locations across the Globe </li></ul><ul><li>Around 2 decades of IT experience </li></ul><ul><li>Current group turnover of 50 Million US Dollars </li></ul><ul><li>Among the top 10 preferred IT employers in India (DataQuest Sept 2006) </li></ul><ul><li>Member of NASSCOM from 2005 </li></ul><ul><li>2900 IT professionals in India </li></ul><ul><li>ISO 9001: 2000 Certified and CMMi Level 5 compliant </li></ul><ul><li>2900 IT professionals in India </li></ul>
    3. 3. Partnerships <ul><li>Software </li></ul>Infrastructure Storage Security Networking
    4. 4. Skills & Certifications Trained and Certified Resource Pool to Address Customer Requirements <ul><li>Solaris </li></ul><ul><li>HP </li></ul><ul><li>RedHat </li></ul><ul><li>AIX </li></ul><ul><li>ITIL </li></ul><ul><li>Veritas Volume Manager/Cluster </li></ul><ul><li>SNIA </li></ul><ul><li>Brocade </li></ul><ul><li>Hitachi </li></ul><ul><li>Veritas Netbackup </li></ul><ul><li>EMC </li></ul>
    5. 5. Services <ul><li>Technology Products & Solutions </li></ul><ul><li>Data/Storage Consolidation Management </li></ul><ul><li>Enterprise Network Deployment </li></ul><ul><li>Disaster Recovery/Business Continuity Platform </li></ul><ul><li>IT Security Consulting & Implementation </li></ul><ul><li>IT Consulting </li></ul><ul><li>Availability Services </li></ul><ul><li>Web Hosting </li></ul><ul><li>Network Management & Administration </li></ul><ul><li>Server Management & Administration </li></ul><ul><li>Remote Infrastructure Management & Administration </li></ul><ul><li>Data Center Services </li></ul><ul><li>Database Administration Services </li></ul><ul><li>Enterprise Security Services </li></ul><ul><li>IT Asset Management (ITAM) </li></ul><ul><li>Facility Management Services </li></ul><ul><li>Helpdesk Management Services </li></ul><ul><li>Oracle E-Business Solutions </li></ul><ul><li>Application Development Services </li></ul><ul><li>Accel Software Products </li></ul><ul><li>- Accel UMS </li></ul><ul><li>- Best B </li></ul><ul><li>- eProsys </li></ul><ul><li>- Prodigy </li></ul><ul><li>Global Software Services </li></ul>IT Infrastructure Solutions Infrastructure Management Enterprise Software Solutions
    6. 6. Accel IMS & RIMS Portfolio
    7. 7. 10/04/10 <ul><li>Physical </li></ul><ul><li>Infrastructure </li></ul><ul><li>7000 Sft world-class facility </li></ul><ul><li>State-of-the-art HVAC System </li></ul><ul><li>N+1 UPS Redundancy </li></ul><ul><li>Automatic DC Genset </li></ul><ul><li>Separate NOC & Datacenter </li></ul><ul><li>Designed to seat 100 professionals </li></ul><ul><li>Equipped to run 24 x 7 </li></ul><ul><li>Technology Infrastructure </li></ul><ul><li>Redundant network design </li></ul><ul><li>Multiple ISP connectivity </li></ul><ul><li>Cluster Server architecture </li></ul><ul><li>Toll-free Numbers </li></ul><ul><li>World Class Infrastructure tools </li></ul><ul><li>Web based Dashboard Views </li></ul><ul><li>Plasma Screens for Monitoring </li></ul><ul><li>Security </li></ul><ul><li>Infrastructure </li></ul><ul><li>24 x 7 Physical Security </li></ul><ul><li>Access card based access control </li></ul><ul><li>IP Surveillance System </li></ul><ul><li>Authenticated Access </li></ul><ul><li>Firewall Friendly Infrastructure </li></ul><ul><li>Encrypted Data Transfer </li></ul><ul><li>Customer Controlled Access </li></ul>
    8. 8. Vendor / 3 rd Party / On–site Coordination A C C E L S E R V I C E S Data Center Remote Services Web Servers Databases Storage Infra APPS Network <ul><li>Windows </li></ul><ul><li>UNIX </li></ul><ul><li>Linux </li></ul><ul><li>Midrange </li></ul><ul><li>IIS </li></ul><ul><li>iPlanet </li></ul><ul><li>Apache </li></ul><ul><li>Weblogic </li></ul><ul><li>Websphere </li></ul><ul><li>Oracle </li></ul><ul><li>SQL </li></ul><ul><li>Sybase </li></ul><ul><li>DB2 </li></ul><ul><li>EMC </li></ul><ul><li>IBM </li></ul><ul><li>HP </li></ul><ul><li>Hitachi </li></ul><ul><li>NetApps </li></ul><ul><li>Dell </li></ul><ul><li>Tivoli </li></ul><ul><li>MS Exchange </li></ul><ul><li>Lotus Notes </li></ul><ul><li>Custom </li></ul><ul><li>Applications </li></ul><ul><li>Router </li></ul><ul><li>Switch </li></ul><ul><li>Firewall </li></ul><ul><li>Link </li></ul><ul><li>Monitoring </li></ul><ul><li>WAN </li></ul><ul><li>Appliance </li></ul>L1 Support L2 Support L2 / L3 Support <ul><li>24 x7 Monitoring </li></ul><ul><li>Application Support </li></ul><ul><li>Batch Scheduling </li></ul><ul><li>Batch Job Execution </li></ul><ul><li>Inventory Management </li></ul><ul><li>Upgrade & SW Distribution </li></ul><ul><li>Logs Management </li></ul><ul><li>Build </li></ul><ul><li>Maintenance & Patching </li></ul><ul><li>System Administration </li></ul><ul><li>Upgrade & SW Distribution </li></ul><ul><li>Inventory Management </li></ul><ul><li>Backup & Recovery </li></ul><ul><li>Security Admin </li></ul><ul><li>Technical Support </li></ul><ul><li>Problem Resolution </li></ul><ul><li>System Performance </li></ul><ul><li>Capacity Planning </li></ul><ul><li>Design & Architecture </li></ul><ul><li>Inventory Management </li></ul><ul><li>Backup & Recovery </li></ul><ul><li>Security Admin </li></ul>Hands & Feet (Break fix, Tape Mgmt.) In addition, DR option at a different site with options for data replication and connectivity at <30ms Systems
    9. 9. Server Management <ul><li>Remote proactive monitoring & management of servers on a 24x7 basis for fault, performance, and security alerts. </li></ul><ul><li>Remote resolution of server problems on a 24x7 basis for fault, performance, and security issues. </li></ul><ul><li>Periodic and real-time scanning for vulnerabilities on servers. </li></ul><ul><li>Track and report all user activity on critical servers. Identify suspicious activity and take corrective action </li></ul><ul><li>Proactively backup the critical data stored in servers, and protect servers from any critical data loss or failure of storage. </li></ul>
    10. 10. Infra Application Management <ul><li>Remote proactive monitoring of business application on a 24x7 basis for faults, performance, and security alerts. </li></ul><ul><li>Remote resolution of infrastructure application problems on a 24x7 basis for fault, performance, and security issues. </li></ul><ul><li>Periodic and real-time scanning for vulnerabilities on applications. . </li></ul><ul><li>Instantly solve any application issue with real-time access to database, middleware and web-service developers and managers. </li></ul>IIS Web Server, Exchange Server, Active Directory, etc., Security Monitoring <ul><li>Intrusion Detection and Prevention. </li></ul><ul><li>24x7 monitoring of your mission critical information infrastructure for any internal or external threats. </li></ul><ul><li>Remote installation, configuration and management of security infrastructure on a 24x7 basis. </li></ul><ul><li>Track, audit and report all access to corporate information against standard compliance regulations </li></ul>
    11. 11. <ul><li>Proactive and timely installation critical patches and manage configurations of all network devices. </li></ul><ul><li>Prevent downtime and intrusions. </li></ul><ul><li>Link Monitoring & Alerting </li></ul><ul><li>Router, Switch, Firewall Monitoring & management </li></ul>Network Management Desktop Management <ul><li>Help diagnose and identify root-cause issues for performance and security related issues with the desktop. </li></ul><ul><li>Ensure that the desktop is free of any virus, mal-ware, ad-ware, etc. </li></ul><ul><li>Identify and resolve issues related to poor performance with the desktop. </li></ul><ul><li>Qualified experts can remotely connect to desktop and solve any desktop issues any-time anywhere. </li></ul>
    12. 12. Storage management <ul><li>Understand the various user and application storage needs and develop an effective storage infrastructure design. </li></ul><ul><li>Install and configure storage devices that best meet the needs of end-users and business applications. </li></ul><ul><li>Develop backup plans and implement backup solution to backup/archive mission-critical enterprise data for compliance and disaster-recovery scenarios. </li></ul>
    13. 13. Support Matrix MSOC – RIM Service Element Managed Services Monitoring Services Unlimited 24X7 Phone and Remote Support for Server Y   Unlimited 24X7 Phone and Remote Support for Desktop Y   Monitoring and Alerting Y Y Patch Management for Desktops Y   Patch Management for Servers Y   Performance Tuning for Desktops Y   Performance Tuning for Servers Y   Preventive Maintenance Y   Security Management and Vulnerability Assessment Y Y Free - Total Protection for Server Y   Free - Protection for Desktop Y   Scripting based Management Y   Security Auditing Y Y Event Log Monitoring Y Y Configuration Changes Y   Dedicated Account Manager Y   Environment Documentation Y Y Asset Tracking (Asset Management) Y Y Scheduled Reports Y Y User ID Management Y   Procurement Consultation Y   New Product Evaluation (PS) Y   Notification for Critical Alerts Y Y Fix Critical Alerts Y  
    14. 14. Technical Central Service Desk - Call receipt - Call acknowledgement - Initial diagnosis - Call allocation to L2 Sr. Technical Support Staff - Diagnosis - Remediation & service restoration - Call referral or escalation Domain Experts - Diagnosis - Remediation - Follow-up & RCA Onsite Staff Operate under instruction from MSOC Support Staff & SMEs Third Party Vendor - Device Specific Problems - Manufactures Product - Engineering Defects
    15. 15. Service Coverage & SLA / Severity Severity SLA Critical severity 1 (S1) = High business impact Respond to issues 10 minutes @ 98% of time Restore issues 2 hours @ 95% of time Coverage 24x7 Urgent severity 2 (S2) = Moderate-High business impact. Respond to issues 15 minutes @ 95% of time Restore issues 4 hours @ 90% of time Coverage 24x7 Normal severity 3 (S3) = Moderate-low business impact Respond to issues 30 minutes @ 95% of time Restore issues within one business day (24 clock hours) @ 95% of time Business Hour Coverage severity 4 (S4) = Scheduled requests Respond to issues 2 business hours @95% of time Restore issues within 5 business days Only end user agreed to issues can be designated as S3 severity Business Hour Coverage Type Service Coverage Levels               Tier 1 7AM to 7PM Time, Monday to Friday           Tier 2 7AM to 7PM Time, Monday to Friday + Out of Hours (OOH) support for Sev1 and Sev 2 incidents only Tier 3 24*7 management service              
    16. 16. MSOC Monitoring Tool (Sapphire IMS)
    17. 17. We make it simple to work with us! Reporting & Governance Tools Quality Focus and Planning Techniques Operations & Transition Management Experienced Account Management History of Long Relationships Expertise Rigor Relationship Measurement Consistency Processes Training & Recruitment Engine Key Differentiators Operations delivers on daily metrics that tie into C-Suite KPIs Operations manager translates imperatives to department goals
    18. 18. Why Accel?
    19. 19. Compliance - Identity Management Case Study <ul><li>About Etihad Airways: </li></ul><ul><li>Etihad Airways is the National Airline of the United Arab Emirates. Etihad is based in Abu Dhabi, the capital of the United Arab Emirates </li></ul><ul><li>Customer Challenges: </li></ul><ul><li>Reduce Cost </li></ul><ul><li>Simplify user password reset, synchronization and unlock </li></ul><ul><li>Reduce password-related helpdesk calls </li></ul><ul><li>Simplify provisioning of roles and permissions within the IT system </li></ul><ul><li>Centralize management of user accounts across multiple systems </li></ul><ul><li>Establish processes for auditing user accounts </li></ul><ul><li>Increase the efficiency and robustness of compliance processes </li></ul><ul><li>Solution: </li></ul><ul><li>Etihad Airways worked with Accel Frontline team to create an identity management solution using a suite of Sun Identity Management product, as well as a new application server environment based on Sun technology. Remotely monitor & manage. </li></ul><ul><li>Business Results: </li></ul><ul><li>Saved employee time by automating provisioning of access rights </li></ul><ul><li>80% reduction in password-related call volume </li></ul><ul><li>Faster, simpler access to applications and information </li></ul><ul><li>Streamlined provisioning of new users </li></ul><ul><li>Managed from remote Accel-MSOC </li></ul>