GLOPORE IMS Remote Infrastructure Management Services: An Overview  Shwetha Bhat Business Development Associate [email_add...
Our Service Offerings Consulting &Training Services Infrastructure & Technology Solutions Infrastructure Management Services
IMS  - Service Delivery Modes
IMS  - Service Delivery Model
<ul><li>User support through Phone, Email, Incident ticketing system </li></ul><ul><li>Incident (call) registration, track...
<ul><li>Installation and configuration of standard desktops, laptops, standard applications and peripherals </li></ul><ul>...
<ul><li>Installation, Configuration and administration standard Server operating systems  </li></ul><ul><li>Server Monitor...
<ul><li>Installation, Configuration & Administration of standard Network Devices </li></ul><ul><li>LAN, WAN and VPN Monito...
<ul><li>Storage </li></ul><ul><li>Installation and configuration of Storage Servers/Devices  </li></ul><ul><li>Storage Man...
<ul><li>Configuration and Administration of Information Security Devices </li></ul><ul><li>UTM / Firewall monitoring </li>...
<ul><li>Database Management Services include the following: </li></ul><ul><ul><li>Consulting  </li></ul></ul><ul><ul><li>D...
Service Delivery Capabilities Supplier Management Key Competence Areas <ul><ul><li>What We do </li></ul></ul><ul><li>Maint...
Why GLOPORE IMS? Benefits of ITSM from GLOPORE IMS <ul><li>Enable Growth: Customer‘s I T Management Team get to focus on c...
Service Quality Measurement & Improvement <ul><li>SLA Based </li></ul><ul><ul><li>Response Time (From Call Registered to C...
GLOPORE IMS Recruitment Process <ul><li>Hiring procedures for GLOPORE IMS emphasize upon the competency & reference checks...
THANK   YOU
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GLOPORE IMS RIMS Presentation

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Explore how enterprises can reduce TCO of IT Infrastructure Management by 40-60%

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GLOPORE IMS RIMS Presentation

  1. 1. GLOPORE IMS Remote Infrastructure Management Services: An Overview Shwetha Bhat Business Development Associate [email_address] + 91 9741750999
  2. 2. Our Service Offerings Consulting &Training Services Infrastructure & Technology Solutions Infrastructure Management Services
  3. 3. IMS - Service Delivery Modes
  4. 4. IMS - Service Delivery Model
  5. 5. <ul><li>User support through Phone, Email, Incident ticketing system </li></ul><ul><li>Incident (call) registration, tracking & update notifications </li></ul><ul><li>Allocation and escalation of Incidents based on their category and priority </li></ul><ul><li>Coordinate and follow-up for Incident resolution and closure </li></ul><ul><li>Metrics collection and Report generation on Incidents as per customer’s processes and procedures </li></ul><ul><li>Create, establish and maintain effective processes and procedure for Service Desk operations </li></ul>Service Delivery Capabilities Enterprise Service Desk <ul><ul><li>What We do </li></ul></ul><ul><li>Sapphire IMS </li></ul><ul><li>CA Unicenter </li></ul><ul><li>Service Desk Plus </li></ul>Service Desk – Tools What We Use
  6. 6. <ul><li>Installation and configuration of standard desktops, laptops, standard applications and peripherals </li></ul><ul><li>Support on Windows, MAC &Linux Desktop/Laptop OS </li></ul><ul><li>Support on the standard desktop applications ( Office, Email, Internet etc…) </li></ul><ul><li>First Level Support on custom desktop Applications </li></ul><ul><li>Support on network connectivity </li></ul><ul><li>desktop and laptop network </li></ul><ul><li>printer connectivity </li></ul><ul><li>Installation, Configuration & troubleshooting of Printers & Scanners </li></ul><ul><li>Support on antivirus installation, updation, configuration and troubleshooting on desktops/ laptops </li></ul>Service Delivery Capabilities End User Support <ul><ul><li>What We do </li></ul></ul><ul><li>Desktops / Laptops </li></ul><ul><li>Desktop operating systems (Windows / Linux/Mac) </li></ul><ul><li>Standard Applications support </li></ul><ul><li>Standard peripherals support (printers, scanners) </li></ul>Infrastructure Components
  7. 7. <ul><li>Installation, Configuration and administration standard Server operating systems </li></ul><ul><li>Server Monitoring: </li></ul><ul><ul><li>Availability /Capacity /Performance </li></ul></ul><ul><ul><li>Alerting and escalation </li></ul></ul><ul><li>Server OS Management </li></ul><ul><ul><li>Availability /Capacity /Performance </li></ul></ul><ul><ul><li>Patches and Updates/ Service packs </li></ul></ul><ul><ul><li>Change and Configuration </li></ul></ul><ul><li>OS Administration </li></ul><ul><ul><li>Creation & deletion of Users, groups </li></ul></ul><ul><ul><li>Configuring account policy, Access and password control </li></ul></ul><ul><ul><li>Configuration & maintenance of standard local and network services </li></ul></ul>Service Delivery Capabilities Server Management <ul><ul><li>What We do </li></ul></ul><ul><li>Windows Servers </li></ul><ul><ul><li>2003 </li></ul></ul><ul><ul><li>2008 </li></ul></ul><ul><ul><li>SBS 2003 </li></ul></ul><ul><li>Unix/Linux Servers </li></ul><ul><ul><li>Solaris </li></ul></ul><ul><ul><li>HP-UX </li></ul></ul><ul><ul><li>Red hat Linux </li></ul></ul><ul><ul><li>AIX </li></ul></ul><ul><li>Standard Network Services </li></ul><ul><ul><li>AD </li></ul></ul><ul><ul><li>Exchange 2003/2007 </li></ul></ul><ul><ul><li>DNS </li></ul></ul><ul><ul><li>DHCP </li></ul></ul><ul><ul><li>NIS & NFS </li></ul></ul><ul><ul><li>Samba </li></ul></ul><ul><ul><li>… and more </li></ul></ul>Key Competence Areas
  8. 8. <ul><li>Installation, Configuration & Administration of standard Network Devices </li></ul><ul><li>LAN, WAN and VPN Monitoring: </li></ul><ul><ul><li>Availability / Capacity / Utilization </li></ul></ul><ul><ul><li>Performance </li></ul></ul><ul><ul><li>Alerting and escalation </li></ul></ul><ul><ul><li>Reporting </li></ul></ul><ul><li>LAN, WAN and VPN Management </li></ul><ul><ul><li>Availability/Capacity/Performance: </li></ul></ul><ul><ul><li>Patches and Updates </li></ul></ul><ul><ul><li>Change and Configuration </li></ul></ul><ul><ul><li>Coordination with ISPs for Links </li></ul></ul><ul><li>LAN and WAN Administration </li></ul><ul><ul><li>Maintenance of VLANs </li></ul></ul><ul><ul><li>IP address Management (LAN/WAN/VPN) </li></ul></ul><ul><ul><li>Activation and deactivation of Ports </li></ul></ul><ul><ul><li>Preventive Maintenance </li></ul></ul><ul><ul><li>Access and Password Control </li></ul></ul><ul><ul><li>Support on LAN/WAN/VPN issues </li></ul></ul>Service Delivery Capabilities Network Management <ul><li>Routers </li></ul><ul><ul><li>Cisco </li></ul></ul><ul><ul><li>Juniper </li></ul></ul><ul><ul><li>Gateway </li></ul></ul><ul><ul><li>DAX </li></ul></ul><ul><li>Switches </li></ul><ul><ul><li>Cisco </li></ul></ul><ul><ul><li>Dlink </li></ul></ul><ul><ul><li>3 Com </li></ul></ul><ul><ul><li>HP </li></ul></ul><ul><ul><li>Foundry </li></ul></ul><ul><li>Wireless </li></ul><ul><ul><li>Cisco </li></ul></ul><ul><ul><li>Dlink </li></ul></ul><ul><ul><li>Net Gear </li></ul></ul><ul><ul><li>Linksys </li></ul></ul><ul><li>Firewall / UTM </li></ul><ul><ul><li>Cisco </li></ul></ul><ul><ul><li>Dlink </li></ul></ul><ul><ul><li>Net Gear </li></ul></ul><ul><ul><li>Linksys </li></ul></ul><ul><ul><li>What We do </li></ul></ul>Key Competence Areas
  9. 9. <ul><li>Storage </li></ul><ul><li>Installation and configuration of Storage Servers/Devices </li></ul><ul><li>Storage Management to ensure availability, capacity and performance </li></ul><ul><li>Patch and update management </li></ul><ul><li>Change and Configuration Management </li></ul><ul><li>Storage Administration </li></ul><ul><ul><li>Create policies for folder creation and quota management </li></ul></ul><ul><ul><li>Implement Access and Password Control </li></ul></ul><ul><ul><li>Support on Storage access issues </li></ul></ul><ul><li>Backup </li></ul><ul><li>Creation and maintenance of Backup plans and procedures </li></ul><ul><li>Schedule and Perform backups </li></ul><ul><li>Monitor for backup failures and take actions </li></ul><ul><li>Data restoration – need based </li></ul><ul><li>Housekeeping of Backup Logs </li></ul><ul><li>Produce periodic Backup reports </li></ul><ul><li>Backup Media Administration </li></ul><ul><ul><li>Register maintenance for media storage (offsite and onsite) </li></ul></ul><ul><ul><li>Media Labeling </li></ul></ul><ul><ul><li>Media rotation and expiry management </li></ul></ul><ul><ul><li>Storage in fire proof cabinet </li></ul></ul>Service Delivery Capabilities Backup and Storage Management Key Competence Areas <ul><ul><li>What We do </li></ul></ul><ul><li>Backup Software </li></ul><ul><ul><li>VERITAS </li></ul></ul><ul><ul><li>NetVault </li></ul></ul><ul><ul><li>Acronis </li></ul></ul><ul><ul><li>Windows Native backup </li></ul></ul><ul><ul><li>Tar and cpio </li></ul></ul><ul><li>Storage </li></ul><ul><ul><li>DAS </li></ul></ul><ul><ul><li>NAS </li></ul></ul><ul><ul><li>SAN </li></ul></ul><ul><li>Vendors </li></ul><ul><ul><li>HP </li></ul></ul><ul><ul><li>DELL </li></ul></ul><ul><ul><li>IBM </li></ul></ul><ul><ul><li>NetVault </li></ul></ul><ul><ul><li>VERITAS </li></ul></ul><ul><ul><li>Acronis </li></ul></ul><ul><ul><li>… &more </li></ul></ul><ul><li>Vendors </li></ul><ul><ul><li>EMC 2 </li></ul></ul><ul><ul><li>Sun </li></ul></ul><ul><ul><li>NetApp </li></ul></ul><ul><ul><li>HP </li></ul></ul><ul><ul><li>DELL </li></ul></ul><ul><ul><li>IBM </li></ul></ul>
  10. 10. <ul><li>Configuration and Administration of Information Security Devices </li></ul><ul><li>UTM / Firewall monitoring </li></ul><ul><ul><li>Availability / Capacity / Performance </li></ul></ul><ul><li>UTM / Firewall Management </li></ul><ul><ul><li>Availability / Capacity / Performance </li></ul></ul><ul><ul><li>Patches and Updates </li></ul></ul><ul><ul><li>Change and Configuration </li></ul></ul><ul><li>Firewall and Antivirus Administration </li></ul><ul><ul><li>IPS and IDS </li></ul></ul><ul><ul><li>VPN </li></ul></ul><ul><ul><li>Access and Password control </li></ul></ul><ul><ul><li>Policy creation and enforcement </li></ul></ul><ul><li>Enterprise Antivirus Service Management </li></ul><ul><ul><li>Antivirus updates for desktop and servers </li></ul></ul><ul><ul><li>Antivirus scan & signature update scheduling </li></ul></ul>Service Delivery Capabilities Information Security Management Key Competence Areas <ul><ul><li>What We do </li></ul></ul><ul><li>UTM </li></ul><ul><ul><li>Fortigate </li></ul></ul><ul><ul><li>Cyberoam </li></ul></ul><ul><ul><li>Dlink </li></ul></ul><ul><ul><li>Cisco ASA </li></ul></ul><ul><ul><li>Sonicwall </li></ul></ul><ul><ul><li>Juniper </li></ul></ul><ul><ul><li>… and more </li></ul></ul><ul><li>Firewalls </li></ul><ul><ul><li>Checkpoint </li></ul></ul><ul><ul><li>Sunscreen </li></ul></ul><ul><ul><li>Iptables </li></ul></ul><ul><ul><li>Cisco PIX </li></ul></ul><ul><ul><li>… &more </li></ul></ul><ul><li>Antivirus Solutions </li></ul><ul><ul><li>Symantec </li></ul></ul><ul><ul><li>McAfee </li></ul></ul><ul><ul><li>Kaspersky </li></ul></ul><ul><ul><li>Trend Micro </li></ul></ul><ul><ul><li>CA eTrust </li></ul></ul><ul><ul><li>… and more </li></ul></ul>
  11. 11. <ul><li>Database Management Services include the following: </li></ul><ul><ul><li>Consulting </li></ul></ul><ul><ul><li>Database Administration </li></ul></ul><ul><ul><li>Database Monitoring </li></ul></ul><ul><li>Database Consulting </li></ul><ul><ul><li>Database software evaluation, Database backup and Recovery Design, Capacity planning, Security policies etc </li></ul></ul><ul><li>Database Administration </li></ul><ul><ul><li>Install, create, administer Databases, Performance tuning, Backup and Recovery, Patch installation, Migration, Proactive maintenance and Management etc </li></ul></ul><ul><li>Database Monitoring </li></ul><ul><ul><li>Database instance availability, Query and Transaction Monitoring, Replication, Job Monitoring etc </li></ul></ul>Database Management: Services
  12. 12. Service Delivery Capabilities Supplier Management Key Competence Areas <ul><ul><li>What We do </li></ul></ul><ul><li>Maintain Supplier database </li></ul><ul><li>Log Incidents (calls) with Suppliers. </li></ul><ul><li>Coordinate with the Suppliers for problems resolutions </li></ul><ul><li>Maintain warranty and AMC details </li></ul><ul><li>Monitor and alert AMC/ Warranty renewals </li></ul><ul><li>Generate periodic reports and share with management </li></ul><ul><li>Receive and update new vendor details from on any new procurements </li></ul><ul><li>Provide details of equipments to asset management interface on request </li></ul><ul><ul><li>SLA Measurement </li></ul></ul><ul><ul><li>SLA enforcement </li></ul></ul><ul><ul><li>SLA negotiation </li></ul></ul><ul><ul><li>Vendor Selection </li></ul></ul>
  13. 13. Why GLOPORE IMS? Benefits of ITSM from GLOPORE IMS <ul><li>Enable Growth: Customer‘s I T Management Team get to focus on core/strategic initiatives </li></ul><ul><li>Higher Availability: Through reduced human error and mean-time-to-repair </li></ul><ul><li>Increase Quality: Using de-facto IT Service Management standards like ITIL® </li></ul><ul><li>Increase Agility: By increasing speed to deployment, ability to scale and to reconfigure </li></ul><ul><li>Reduce Total Cost of Ownership: Through pro-active management and lower cap-ex/operational cost </li></ul><ul><li>Commitments based on Service Level Agreements and not against resource count </li></ul><ul><li>Access to larger and best-in-class pool of skills, knowledge, processes and tools available with GLOPORE IMS </li></ul><ul><li>Assured & consistent quality of Service delivery through the process excellence of GLOPORE IMS Managed services practice in alignment with global best practice (ITIL®) and international standards (ISO/IEC 20000 and ISO/IEC 27001) </li></ul>Quality and Continual Service Improvement   GLOPORE IMS will execute a quality management program to focus on continuous improvement of procedures to provide better customer service and cost efficient services. GLOPORE IMS utilizes ITIL driven process based approach to achieve Continual Service Improvement. The Continual Service Improvement begins with root cause analysis and analysis of services level trends delivered by GLOPORE IMS and end user/customer feedback process.
  14. 14. Service Quality Measurement & Improvement <ul><li>SLA Based </li></ul><ul><ul><li>Response Time (From Call Registered to Call Resolution Start) </li></ul></ul><ul><ul><li>Resolution Time (From Call Registered to Call Closure) </li></ul></ul><ul><ul><li>Timely Technical/Hierarchy Escalations </li></ul></ul><ul><ul><li>L1 Resolution Rate </li></ul></ul><ul><ul><li>L2/L3 Escalation Rate </li></ul></ul><ul><li>End-user Based Feedback Survey </li></ul><ul><ul><li>Incident Closure Satisfaction Survey </li></ul></ul><ul><ul><li>Quarterly End User Survey </li></ul></ul><ul><li>Continuous Improvement Based </li></ul><ul><ul><li>Incidents Trend Analysis and Recommendations </li></ul></ul><ul><ul><li>Quarterly Increasing the Process Effectiveness and Efficiency </li></ul></ul><ul><li>Customer/End-User Complaint Handling System (CCHS) </li></ul><ul><ul><li>Ops. Coordinator  Account Manager  Management </li></ul></ul><ul><li>  </li></ul><ul><li>Reporting and Reviews </li></ul><ul><ul><li>Weekly Reviews with GLOPORE IMS Onsite team and customer’s IT team </li></ul></ul><ul><ul><li>Monthly Operations Coordinator Meeting with customer’s IT Team </li></ul></ul><ul><ul><li>Quarterly Operations Coordinator /Account Manager Meeting with customer’s IT Team </li></ul></ul><ul><ul><li>Annual SLR/SLA Review </li></ul></ul><ul><ul><li>Management Voice of the Customer </li></ul></ul>
  15. 15. GLOPORE IMS Recruitment Process <ul><li>Hiring procedures for GLOPORE IMS emphasize upon the competency & reference checks to assure efficiency and performance. All resources hired for Customers would go through the same checks as mentioned above and would also undergo following trainings from GLOPORE IMS based on the final scope for the Customer: </li></ul><ul><ul><li>Culture & Industry Overview </li></ul></ul><ul><ul><li>Soft Skills Training </li></ul></ul><ul><ul><li>Process & Ticket Management </li></ul></ul><ul><ul><li>Technical Training (L1 resources) </li></ul></ul><ul><li>Employee Development & Retention: </li></ul><ul><ul><li>Process Trainings – ITIL, ITSM, ISO 20000 </li></ul></ul><ul><ul><li>Technology Trainings – General and specialization related trainings </li></ul></ul><ul><ul><li>Rotation policy – new opportunity for new resources , technical promotion to existing resources </li></ul></ul><ul><ul><li>Internal trainings and presentation on technical areas </li></ul></ul><ul><ul><li>Remuneration on par with Industry standards </li></ul></ul>
  16. 16. THANK YOU

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