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Accel Frontline BT, India - Remote Infrastructure Capabilities

Accel Frontline BT, India - Remote Infrastructure Capabilities

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Afl rim capabilities Afl rim capabilities Presentation Transcript

  • Remote Infrastructure Management Services [RIMS]
  • About Accel Frontline
    • Accel Frontline Ltd ( A BT Frontline Company ) is a leading "Systems Integrator and Total ICT Solutions Provider.
    • One of the Top 3 Systems Integrators in India
    • 45 offices and 110 service locations across the Globe
    • Around 2 decades of IT experience
    • Current group turnover of 50 Million US Dollars
    • Among the top 10 preferred IT employers in India (DataQuest Sept 2006)
    • Member of NASSCOM from 2005
    • 2900 IT professionals in India
    • ISO 9001: 2000 Certified and CMMi Level 5 compliant
    • 2900 IT professionals in India
  • Partnerships
    • Software
    Infrastructure Storage Security Networking
  • Skills & Certifications Trained and Certified Resource Pool to Address Customer Requirements
    • Solaris
    • HP
    • RedHat
    • AIX
    • ITIL
    • Veritas Volume Manager/Cluster
    • SNIA
    • Brocade
    • Hitachi
    • Veritas Netbackup
    • EMC
  • Services
    • Technology Products & Solutions
    • Data/Storage Consolidation Management
    • Enterprise Network Deployment
    • Disaster Recovery/Business Continuity Platform
    • IT Security Consulting & Implementation
    • IT Consulting
    • Availability Services
    • Web Hosting
    • Network Management & Administration
    • Server Management & Administration
    • Remote Infrastructure Management & Administration
    • Data Center Services
    • Database Administration Services
    • Enterprise Security Services
    • IT Asset Management (ITAM)
    • Facility Management Services
    • Helpdesk Management Services
    • Oracle E-Business Solutions
    • Application Development Services
    • Accel Software Products
    • - Accel UMS
    • - Best B
    • - eProsys
    • - Prodigy
    • Global Software Services
    IT Infrastructure Solutions Infrastructure Management Enterprise Software Solutions
  • Accel IMS & RIMS Portfolio
  • 10/04/10
    • Physical
    • Infrastructure
    • 7000 Sft world-class facility
    • State-of-the-art HVAC System
    • N+1 UPS Redundancy
    • Automatic DC Genset
    • Separate NOC & Datacenter
    • Designed to seat 100 professionals
    • Equipped to run 24 x 7
    • Technology Infrastructure
    • Redundant network design
    • Multiple ISP connectivity
    • Cluster Server architecture
    • Toll-free Numbers
    • World Class Infrastructure tools
    • Web based Dashboard Views
    • Plasma Screens for Monitoring
    • Security
    • Infrastructure
    • 24 x 7 Physical Security
    • Access card based access control
    • IP Surveillance System
    • Authenticated Access
    • Firewall Friendly Infrastructure
    • Encrypted Data Transfer
    • Customer Controlled Access
  • 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
    • Windows
    • UNIX
    • Linux
    • Midrange
    • IIS
    • iPlanet
    • Apache
    • Weblogic
    • Websphere
    • Oracle
    • SQL
    • Sybase
    • DB2
    • EMC
    • IBM
    • HP
    • Hitachi
    • NetApps
    • Dell
    • Tivoli
    • MS Exchange
    • Lotus Notes
    • Custom
    • Applications
    • Router
    • Switch
    • Firewall
    • Link
    • Monitoring
    • WAN
    • Appliance
    L1 Support L2 Support L2 / L3 Support
    • 24 x7 Monitoring
    • Application Support
    • Batch Scheduling
    • Batch Job Execution
    • Inventory Management
    • Upgrade & SW Distribution
    • Logs Management
    • Build
    • Maintenance & Patching
    • System Administration
    • Upgrade & SW Distribution
    • Inventory Management
    • Backup & Recovery
    • Security Admin
    • Technical Support
    • Problem Resolution
    • System Performance
    • Capacity Planning
    • Design & Architecture
    • Inventory Management
    • Backup & Recovery
    • Security Admin
    Hands & Feet (Break fix, Tape Mgmt.) In addition, DR option at a different site with options for data replication and connectivity at <30ms Systems
  • Server Management
    • Remote proactive monitoring & management of servers on a 24x7 basis for fault, performance, and security alerts.
    • Remote resolution of server problems on a 24x7 basis for fault, performance, and security issues.
    • Periodic and real-time scanning for vulnerabilities on servers.
    • Track and report all user activity on critical servers. Identify suspicious activity and take corrective action
    • Proactively backup the critical data stored in servers, and protect servers from any critical data loss or failure of storage.
  • Infra Application Management
    • Remote proactive monitoring of business application on a 24x7 basis for faults, performance, and security alerts.
    • Remote resolution of infrastructure application problems on a 24x7 basis for fault, performance, and security issues.
    • Periodic and real-time scanning for vulnerabilities on applications. .
    • Instantly solve any application issue with real-time access to database, middleware and web-service developers and managers.
    IIS Web Server, Exchange Server, Active Directory, etc., Security Monitoring
    • Intrusion Detection and Prevention.
    • 24x7 monitoring of your mission critical information infrastructure for any internal or external threats.
    • Remote installation, configuration and management of security infrastructure on a 24x7 basis.
    • Track, audit and report all access to corporate information against standard compliance regulations
    • Proactive and timely installation critical patches and manage configurations of all network devices.
    • Prevent downtime and intrusions.
    • Link Monitoring & Alerting
    • Router, Switch, Firewall Monitoring & management
    Network Management Desktop Management
    • Help diagnose and identify root-cause issues for performance and security related issues with the desktop.
    • Ensure that the desktop is free of any virus, mal-ware, ad-ware, etc.
    • Identify and resolve issues related to poor performance with the desktop.
    • Qualified experts can remotely connect to desktop and solve any desktop issues any-time anywhere.
  • Storage management
    • 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              
  • MSOC Monitoring Tool (Sapphire IMS)
  • 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
  • Why Accel?
  • Compliance - Identity Management Case Study
    • About Etihad Airways:
    • Etihad Airways is the National Airline of the United Arab Emirates. Etihad is based in Abu Dhabi, the capital of the United Arab Emirates
    • Customer Challenges:
    • Reduce Cost
    • 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
    • Solution:
    • 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.
    • Business Results:
    • Saved employee time by automating provisioning of access rights
    • 80% reduction in password-related call volume
    • Faster, simpler access to applications and information
    • Streamlined provisioning of new users
    • Managed from remote Accel-MSOC