Understand the various user and application storage needs and develop an effective storage infrastructure design.
Install and configure storage devices that best meet the needs of end-users and business applications.
Develop backup plans and implement backup solution to backup/archive mission-critical enterprise data for compliance and disaster-recovery scenarios.
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
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
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
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
Etihad Airways is the National Airline of the United Arab Emirates. Etihad is based in Abu Dhabi, the capital of the United Arab Emirates
Simplify user password reset, synchronization and unlock
Reduce password-related helpdesk calls
Simplify provisioning of roles and permissions within the IT system
Centralize management of user accounts across multiple systems
Establish processes for auditing user accounts
Increase the efficiency and robustness of compliance processes
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.
Saved employee time by automating provisioning of access rights
80% reduction in password-related call volume
Faster, simpler access to applications and information