The document discusses Skylark Managed Services, which provides IT management and monitoring services to integrate customers' businesses with IT. It outlines Skylark's managed services portfolio, including service desk, monitoring tools, delivery models, and pre-requisites. Customers are provided dashboards and reports for visibility into IT infrastructure and business services.

1. SKYLARK MANAGED SERVICES
We integrate your business with IT
How IT Works

2. Agenda
What is MSP?
MSP Architecture,Tools,Delivery Model
SITL MSP/RIM Portfolio
SITL's Customer On-boarding
Dashboards
MSP/RIM Pre-requisite
Monitoring Offerings
Network Case study
MSP Live Demo

3. What is Managed Services?
Managed services is tactical
leveraging of an external
Service Provider’s Knowledge,
Expertise and Resources to
augment internal competencies
and reduced risk
IT team can spend time for IT
strategy planning to meet their
Business requirement and build
up IT operations along with the
business needs

4. MSP Key Architecture
SITL MSP Connects
Business with
•People,
•Process,
•Technology

5. MSP Delivery Overview
Unified Service Desk
PROACTIVE
ITIL
compliant
Service Desk
Servers
Storage
Network
Application
Hardware,
Windows,Linux,Sun
HP UX,IBM AIX etc
Routers,Switches,Firewall,
L7 devices
App Server, Jboss,DB
Server,ERP etc.
Monitoring
Knowledge Management
Incident Management
Change Management
Problem Management
IT Infrastructure
IT Core infra

6. Skylark MSP Organization Structure
RIM
PLATFORM
Unified
Service Desk
Technicians & Service Desk Co-ordinators (24x7x365)
Technology Teams
Server
Team
Lead
Senior
Engineers
Head Service
Delivery
Head
Professional
Services
Network
Team
Lead
Senior
Engineers
Storage
Team
Lead
Senior
Engineers
Applications
Team
Lead
Senior
Engineers
Hardware
Team
Lead
Senior
Engineers
L2 and above
support &
Professional Services

8. Skylark MSP Tools Overview
· Availability /
Performance/
Capacity
Management
· Web / J2EE
Transactions,
SOA
· Integrated WAN
Traffic Analysis
· Performance
Monitoring
·Automated Incident &
Event Mgmt
· Problem Management
·Change Management
· SLA Management

9. Skyview Service Desk tools
· Incident
·Change
· Problem
·Manage Solutions
· Easy to Use
· Improve Workflows
· Business Rules
· Self Service Portal
·User Survey
·Reports
·Contract
· Purchase
·Asset

10. SITL's Managed Services / Monitoring
Skylark looks at Customer’s Business Process & Services and we deliver the SLA
on Business Services which relates to IT
Sales Logistics Finance
CRM
Network
Internet
Virtualization Server
Service
BUSINESS PROCESS
BUSINESS SERVICE
Backup
Service
Service
Mail ERP
Desktop
Service Storage Antivirus
Service
IT SERVICES

11. SITL's Monitoring and Managed Process
Organizational Understanding &Process initiation
Asset Management
IT Service Landscape
Risk Management
Final SOW and SLA document Sign-Off
Operations Management
Initiate Monitoring Onboarding
Initiation Managed Service Onboarding
Monitoring
MANAGED SERVICE

12. Centralized Dashboard for Business
Services

14. Business View of IT Infrastructure

15. SERVICE DESK DASHBOARD

16. Service Desk Tool Mapping

17. Server Monitoring Overview

18. Oracle Performance Dashboard

19. Trend Analysis Report

20. Network Device Monitoring Overview

21. Typical Statistics of an Interface

22. Netflow Overview

23. WAN RTT Overview

24. Reports

25. Skylark Key Differentiators
> Business Service Approach
> Skyview Reports

26. Monitoring Pre-Requisite
•WMI
•SNMP
•SSH
•SMI-S
•ICMP

27. On-site Probe
EMAIL
SERVER
ERP /APP
SERVER
DATABASE
SERVER
SERVER FARM SWTICH
CORE SWITCH
INTERNET
ROUTER
FIREWALL
INTERNET
ROUTER FIREWALL
CUSTOMER
PORTAL
SKY CENTER
SKYVIEW MDC
SWITCH
SKY PROBE
Connection Between Probe and center
Onsite Probe Server
CUSTOMER INFRA

28. Direct Probing
EMAIL
SERVER
ERP /APP
SERVER
DATABASE
SERVER
SERVER FARM SWTICH
CORE SWITCH
INTERNET
ROUTER
FIREWALL
SKYVIEW MDC
INTERNET
ROUTER FIREWALL
CUSTOMER
PORTAL
SKY CENTER
SWITCH
SKY PROBE
Direct Connectivity to Sky Probe Server
Server with Static IP address
CUSTOMER INFRA

29. Agent Base Communication
EMAIL
SERVER
ERP /APP
SERVER
DATABASE
SERVER
SERVER FARM SWTICH
CORE SWITCH
INTERNET
ROUTER
FIREWALL
INTERNET
ROUTER FIREWALL
CUSTOMER
PORTAL
SKYVIEW MDC
SWITCH
SKYVEIW
SERVER
Agent Base Communication
CUSTOMER INFRA

30. Monitoring Features
S. No Silver Gold Platinum
1 Business Service
Monitoring *

2 Email alerts   
3 SMS alerts**  
4 Manual Callback 
5 Customer Dashboard
Access
 
6 Daily/weekly
reports
  
7 Monthly Summary
Reports++
  
8 AD hoc reports   
9 Data Retention 1 Year 1 Year 1 Year
*One time On – boarding for
consulting and planning
process
**Includes advise from subject
matter experts
++Volume based costing

31. Few Top Benefits of SITL Managed Services
1.FUTURE PROOF SERVICES, USING BEST-OF-BREED TECHNOLOGY
- no additional cost or financial risk to yourself. You never have to worry that
your Managed IT Services will become obsolete.
2.LOW CAPITAL OUTLAY AND PREDICTABLE MONTHLY COSTS
3.FLEXIBLE SERVICE - a pay-as-you-go payment plan allows for quick
growth when necessary, or cost savings when you need to consolidate.
4.EXPERTISE
5.INCREASED SERVICE LEVELS - 24x7x365 support.
6.DISASTER RECOVERY AND BUSINESS CONTINUITY

32. We Integrate Your Business with IT
THANK YOU