glopore ims rims presentation
DESCRIPTION
Explore how enterprises can reduce TCO of IT Infrastructure Management by 40-60%TRANSCRIPT
GLOPORE IMSGLOPORE IMSRemote Infrastructure Management Services:Remote Infrastructure Management Services:
An Overview An Overview
GLOPORE IMSGLOPORE IMSRemote Infrastructure Management Services:Remote Infrastructure Management Services:
An Overview An Overview
Shwetha BhatBusiness Development Associate [email protected] + 91 9741750999
Our Service OfferingsOur Service Offerings
Consulting &Training Services
Infrastructure & Technology Solutions
Infrastructure Management Services
IMS - Service Delivery ModesIMS - Service Delivery Modes
IMS - Service Delivery ModelIMS - Service Delivery Model
Wide Area Connectivity
GLOPORE IMSGlobal Network Operations Center (GNOC)
Tier-1
Tier-2
Tier-3
SecurityServers
Network Storage
Customer ManagementService Level ManagementRelationship Management
Operations QualityProcess and MetricsContinuous Improvement
Operations Management Shift ManagementPeople ManagementEscalation Management
AutomationProcess AutomationTechnology Testing
CUSTOMER Delivery Center
CUSTOMER Business Users
CUSTOMER IT Infrastructure
(Shared and Location Specific)
CUSTOMER Management
End User Support
Proactive Monitoring and
Management
Service & Service level Agreements, Reviews
Supplier-2
Supplier-1
Suppliers and Partners
CUSTOMER & GLOPORE IMS Partners & Suppliers
Supplier SelectionSupplier CoordinationSupplier Performance Management
Annual Maintenance Contracts
Supplier Payouts
GLOPORE IMS Onsite Support
Call ManagementFirst Level SupportVendor Management
IT Service DeskProactive MonitoringMonitoring & Alerting Service ReportingProactive – First Level
Level-2 Support Trend Analysis Proactive Improvement
Domain Specific Support
User support through Phone, Email, Incident User support through Phone, Email, Incident
ticketing systemticketing system
Incident (call) registration, tracking & update Incident (call) registration, tracking & update
notificationsnotifications
Allocation and escalation of Incidents based on their Allocation and escalation of Incidents based on their
category and prioritycategory and priority
Coordinate and follow-up for Incident resolution Coordinate and follow-up for Incident resolution
and closure and closure
Metrics collection and Report generation on Metrics collection and Report generation on
Incidents as per customer’s processes and proceduresIncidents as per customer’s processes and procedures
Create, establish and maintain effective processes Create, establish and maintain effective processes
and procedure for Service Desk operationsand procedure for Service Desk operations
User support through Phone, Email, Incident User support through Phone, Email, Incident
ticketing systemticketing system
Incident (call) registration, tracking & update Incident (call) registration, tracking & update
notificationsnotifications
Allocation and escalation of Incidents based on their Allocation and escalation of Incidents based on their
category and prioritycategory and priority
Coordinate and follow-up for Incident resolution Coordinate and follow-up for Incident resolution
and closure and closure
Metrics collection and Report generation on Metrics collection and Report generation on
Incidents as per customer’s processes and proceduresIncidents as per customer’s processes and procedures
Create, establish and maintain effective processes Create, establish and maintain effective processes
and procedure for Service Desk operationsand procedure for Service Desk operations
Service Delivery CapabilitiesService Delivery CapabilitiesEnterprise Service DeskEnterprise Service Desk
What We doWhat We do
Sapphire IMSSapphire IMS
CA UnicenterCA Unicenter
Service Desk PlusService Desk Plus
Sapphire IMSSapphire IMS
CA UnicenterCA Unicenter
Service Desk PlusService Desk Plus
Service Desk – ToolsService Desk – ToolsWhat We UseWhat We Use
Installation and configuration of standard desktops, Installation and configuration of standard desktops,
laptops, standard applications and peripheralslaptops, standard applications and peripherals
Support on Windows, MAC &Linux Desktop/Laptop OSSupport on Windows, MAC &Linux Desktop/Laptop OS
Support on the standard desktop applications ( Office, Support on the standard desktop applications ( Office,
Email, Internet etc…)Email, Internet etc…)
First Level Support on custom desktop ApplicationsFirst Level Support on custom desktop Applications
Support on network connectivity Support on network connectivity
desktop and laptop network desktop and laptop network
printer connectivityprinter connectivity
Installation, Configuration & troubleshooting of Printers Installation, Configuration & troubleshooting of Printers
& Scanners& Scanners
Support on antivirus installation, updation, Support on antivirus installation, updation,
configuration and troubleshooting on desktops/ laptopsconfiguration and troubleshooting on desktops/ laptops
Installation and configuration of standard desktops, Installation and configuration of standard desktops,
laptops, standard applications and peripheralslaptops, standard applications and peripherals
Support on Windows, MAC &Linux Desktop/Laptop OSSupport on Windows, MAC &Linux Desktop/Laptop OS
Support on the standard desktop applications ( Office, Support on the standard desktop applications ( Office,
Email, Internet etc…)Email, Internet etc…)
First Level Support on custom desktop ApplicationsFirst Level Support on custom desktop Applications
Support on network connectivity Support on network connectivity
desktop and laptop network desktop and laptop network
printer connectivityprinter connectivity
Installation, Configuration & troubleshooting of Printers Installation, Configuration & troubleshooting of Printers
& Scanners& Scanners
Support on antivirus installation, updation, Support on antivirus installation, updation,
configuration and troubleshooting on desktops/ laptopsconfiguration and troubleshooting on desktops/ laptops
Service Delivery CapabilitiesService Delivery CapabilitiesEnd User SupportEnd User Support
What We doWhat We do
Desktops / LaptopsDesktops / Laptops
Desktop operating systems Desktop operating systems (Windows / Linux/Mac)(Windows / Linux/Mac)
Standard Applications Standard Applications supportsupport
Standard peripherals Standard peripherals support (printers, scanners)support (printers, scanners)
Desktops / LaptopsDesktops / Laptops
Desktop operating systems Desktop operating systems (Windows / Linux/Mac)(Windows / Linux/Mac)
Standard Applications Standard Applications supportsupport
Standard peripherals Standard peripherals support (printers, scanners)support (printers, scanners)
Infrastructure ComponentsInfrastructure Components
Installation, Configuration and administration Installation, Configuration and administration standard Server operating systems standard Server operating systems
Server Monitoring:Server Monitoring:Availability /Capacity /PerformanceAvailability /Capacity /PerformanceAlerting and escalationAlerting and escalation
Server OS ManagementServer OS ManagementAvailability /Capacity /PerformanceAvailability /Capacity /PerformancePatches and Updates/ Service packsPatches and Updates/ Service packsChange and ConfigurationChange and Configuration
OS AdministrationOS AdministrationCreation & deletion of Users, groupsCreation & deletion of Users, groupsConfiguring account policy, Access and Configuring account policy, Access and password controlpassword controlConfiguration & maintenance of standard Configuration & maintenance of standard local and network serviceslocal and network services
Installation, Configuration and administration Installation, Configuration and administration standard Server operating systems standard Server operating systems
Server Monitoring:Server Monitoring:Availability /Capacity /PerformanceAvailability /Capacity /PerformanceAlerting and escalationAlerting and escalation
Server OS ManagementServer OS ManagementAvailability /Capacity /PerformanceAvailability /Capacity /PerformancePatches and Updates/ Service packsPatches and Updates/ Service packsChange and ConfigurationChange and Configuration
OS AdministrationOS AdministrationCreation & deletion of Users, groupsCreation & deletion of Users, groupsConfiguring account policy, Access and Configuring account policy, Access and password controlpassword controlConfiguration & maintenance of standard Configuration & maintenance of standard local and network serviceslocal and network services
Service Delivery CapabilitiesService Delivery CapabilitiesServer ManagementServer Management
What We doWhat We do
Windows ServersWindows Servers2003200320082008SBS 2003SBS 2003
Unix/Linux ServersUnix/Linux ServersSolarisSolarisHP-UXHP-UXRed hat LinuxRed hat LinuxAIXAIX
Standard Network ServicesStandard Network ServicesADADExchange 2003/2007Exchange 2003/2007DNSDNSDHCPDHCPNIS & NFSNIS & NFSSambaSamba … … and moreand more
Windows ServersWindows Servers2003200320082008SBS 2003SBS 2003
Unix/Linux ServersUnix/Linux ServersSolarisSolarisHP-UXHP-UXRed hat LinuxRed hat LinuxAIXAIX
Standard Network ServicesStandard Network ServicesADADExchange 2003/2007Exchange 2003/2007DNSDNSDHCPDHCPNIS & NFSNIS & NFSSambaSamba … … and moreand more
Key Competence AreasKey Competence Areas
Installation, Configuration & Administration of Installation, Configuration & Administration of standard Network Devicesstandard Network Devices
LAN, WAN and VPN Monitoring:LAN, WAN and VPN Monitoring:Availability / Capacity / UtilizationAvailability / Capacity / UtilizationPerformancePerformanceAlerting and escalationAlerting and escalationReportingReporting
LAN, WAN and VPN ManagementLAN, WAN and VPN ManagementAvailability/Capacity/Performance:Availability/Capacity/Performance:Patches and Updates Patches and Updates Change and ConfigurationChange and ConfigurationCoordination with ISPs for LinksCoordination with ISPs for Links
LAN and WAN AdministrationLAN and WAN AdministrationMaintenance of VLANsMaintenance of VLANsIP address Management (LAN/WAN/VPN)IP address Management (LAN/WAN/VPN)Activation and deactivation of PortsActivation and deactivation of PortsPreventive MaintenancePreventive MaintenanceAccess and Password Control Access and Password Control Support on LAN/WAN/VPN issuesSupport on LAN/WAN/VPN issues
Installation, Configuration & Administration of Installation, Configuration & Administration of standard Network Devicesstandard Network Devices
LAN, WAN and VPN Monitoring:LAN, WAN and VPN Monitoring:Availability / Capacity / UtilizationAvailability / Capacity / UtilizationPerformancePerformanceAlerting and escalationAlerting and escalationReportingReporting
LAN, WAN and VPN ManagementLAN, WAN and VPN ManagementAvailability/Capacity/Performance:Availability/Capacity/Performance:Patches and Updates Patches and Updates Change and ConfigurationChange and ConfigurationCoordination with ISPs for LinksCoordination with ISPs for Links
LAN and WAN AdministrationLAN and WAN AdministrationMaintenance of VLANsMaintenance of VLANsIP address Management (LAN/WAN/VPN)IP address Management (LAN/WAN/VPN)Activation and deactivation of PortsActivation and deactivation of PortsPreventive MaintenancePreventive MaintenanceAccess and Password Control Access and Password Control Support on LAN/WAN/VPN issuesSupport on LAN/WAN/VPN issues
Service Delivery CapabilitiesService Delivery CapabilitiesNetwork ManagementNetwork Management
RoutersRouters
CiscoCiscoJuniperJuniperGatewayGatewayDAXDAX
SwitchesSwitches
CiscoCiscoDlinkDlink3 Com3 ComHP HP FoundryFoundry
WirelessWireless
CiscoCiscoDlinkDlinkNet GearNet GearLinksysLinksys
Firewall / UTMFirewall / UTM
CiscoCiscoDlinkDlinkNet GearNet GearLinksysLinksys
What We doWhat We do Key Competence AreasKey Competence Areas
StorageStorageInstallation and configuration of Storage Servers/Devices Installation and configuration of Storage Servers/Devices Storage Management to ensure availability, capacity and Storage Management to ensure availability, capacity and performanceperformancePatch and update management Patch and update management Change and Configuration ManagementChange and Configuration ManagementStorage Administration Storage Administration
Create policies for folder creation and quota managementCreate policies for folder creation and quota managementImplement Access and Password ControlImplement Access and Password ControlSupport on Storage access issuesSupport on Storage access issues
BackupBackupCreation and maintenance of Backup plans and proceduresCreation and maintenance of Backup plans and proceduresSchedule and Perform backups Schedule and Perform backups Monitor for backup failures and take actions Monitor for backup failures and take actions Data restoration – need based Data restoration – need based Housekeeping of Backup LogsHousekeeping of Backup LogsProduce periodic Backup reports Produce periodic Backup reports Backup Media AdministrationBackup Media Administration
Register maintenance for media storage (offsite and Register maintenance for media storage (offsite and onsite)onsite)Media Labeling Media Labeling Media rotation and expiry management Media rotation and expiry management Storage in fire proof cabinetStorage in fire proof cabinet
StorageStorageInstallation and configuration of Storage Servers/Devices Installation and configuration of Storage Servers/Devices Storage Management to ensure availability, capacity and Storage Management to ensure availability, capacity and performanceperformancePatch and update management Patch and update management Change and Configuration ManagementChange and Configuration ManagementStorage Administration Storage Administration
Create policies for folder creation and quota managementCreate policies for folder creation and quota managementImplement Access and Password ControlImplement Access and Password ControlSupport on Storage access issuesSupport on Storage access issues
BackupBackupCreation and maintenance of Backup plans and proceduresCreation and maintenance of Backup plans and proceduresSchedule and Perform backups Schedule and Perform backups Monitor for backup failures and take actions Monitor for backup failures and take actions Data restoration – need based Data restoration – need based Housekeeping of Backup LogsHousekeeping of Backup LogsProduce periodic Backup reports Produce periodic Backup reports Backup Media AdministrationBackup Media Administration
Register maintenance for media storage (offsite and Register maintenance for media storage (offsite and onsite)onsite)Media Labeling Media Labeling Media rotation and expiry management Media rotation and expiry management Storage in fire proof cabinetStorage in fire proof cabinet
Service Delivery CapabilitiesService Delivery CapabilitiesBackup and Storage ManagementBackup and Storage Management
Key Competence AreasKey Competence AreasWhat We doWhat We do
Backup SoftwareBackup Software
VERITASVERITASNetVaultNetVaultAcronisAcronisWindows Windows Native backupNative backupTar and cpioTar and cpio
StorageStorage
DASDASNASNASSANSAN
VendorsVendorsHPHPDELLDELLIBMIBMNetVaultNetVaultVERITASVERITASAcronisAcronis… … &more&more
VendorsVendorsEMCEMC22
SunSunNetAppNetAppHPHPDELLDELLIBMIBM
Configuration and Administration of Information Configuration and Administration of Information Security DevicesSecurity DevicesUTM / Firewall monitoringUTM / Firewall monitoring
Availability / Capacity / PerformanceAvailability / Capacity / PerformanceUTM / Firewall ManagementUTM / Firewall Management
Availability / Capacity / PerformanceAvailability / Capacity / PerformancePatches and Updates Patches and Updates Change and ConfigurationChange and Configuration
Firewall and Antivirus Administration Firewall and Antivirus Administration IPS and IDS IPS and IDS VPNVPNAccess and Password controlAccess and Password controlPolicy creation and enforcement Policy creation and enforcement
Enterprise Antivirus Service ManagementEnterprise Antivirus Service ManagementAntivirus updates for desktop and serversAntivirus updates for desktop and serversAntivirus scan & signature update schedulingAntivirus scan & signature update scheduling
Configuration and Administration of Information Configuration and Administration of Information Security DevicesSecurity DevicesUTM / Firewall monitoringUTM / Firewall monitoring
Availability / Capacity / PerformanceAvailability / Capacity / PerformanceUTM / Firewall ManagementUTM / Firewall Management
Availability / Capacity / PerformanceAvailability / Capacity / PerformancePatches and Updates Patches and Updates Change and ConfigurationChange and Configuration
Firewall and Antivirus Administration Firewall and Antivirus Administration IPS and IDS IPS and IDS VPNVPNAccess and Password controlAccess and Password controlPolicy creation and enforcement Policy creation and enforcement
Enterprise Antivirus Service ManagementEnterprise Antivirus Service ManagementAntivirus updates for desktop and serversAntivirus updates for desktop and serversAntivirus scan & signature update schedulingAntivirus scan & signature update scheduling
Service Delivery CapabilitiesService Delivery CapabilitiesInformation Security ManagementInformation Security Management
Key Competence AreasKey Competence AreasWhat We doWhat We do
UTMUTMFortigateFortigateCyberoamCyberoamDlinkDlinkCisco ASACisco ASASonicwallSonicwallJuniperJuniper… … and moreand more
FirewallsFirewallsCheckpointCheckpointSunscreenSunscreenIptablesIptablesCisco PIXCisco PIX… … &more&more
Antivirus SolutionsAntivirus SolutionsSymantecSymantecMcAfeeMcAfeeKasperskyKasperskyTrend MicroTrend MicroCA eTrustCA eTrust… … and moreand more
Database Management Services include the following: Consulting Database Administration Database Monitoring
Database Consulting Database software evaluation, Database backup and Recovery Design, Capacity planning, Security policies etc
Database Administration Install, create, administer Databases, Performance tuning, Backup and Recovery, Patch installation, Migration, Proactive maintenance and Management etc
Database Monitoring Database instance availability, Query and Transaction Monitoring, Replication, Job Monitoring etc
Database Management: ServicesDatabase Management: Services
Service Delivery CapabilitiesService Delivery CapabilitiesSupplier ManagementSupplier Management
Key Competence AreasKey Competence AreasWhat We doWhat We do
Maintain Supplier databaseMaintain Supplier databaseLog Incidents (calls) with Suppliers.Log Incidents (calls) with Suppliers.Coordinate with the Suppliers for problems Coordinate with the Suppliers for problems resolutionsresolutionsMaintain warranty and AMC detailsMaintain warranty and AMC detailsMonitor and alert AMC/ Warranty renewalsMonitor and alert AMC/ Warranty renewalsGenerate periodic reports and share with Generate periodic reports and share with managementmanagementReceive and update new vendor details from on any Receive and update new vendor details from on any new procurementsnew procurementsProvide details of equipments to asset management Provide details of equipments to asset management interface on requestinterface on request
Maintain Supplier databaseMaintain Supplier databaseLog Incidents (calls) with Suppliers.Log Incidents (calls) with Suppliers.Coordinate with the Suppliers for problems Coordinate with the Suppliers for problems resolutionsresolutionsMaintain warranty and AMC detailsMaintain warranty and AMC detailsMonitor and alert AMC/ Warranty renewalsMonitor and alert AMC/ Warranty renewalsGenerate periodic reports and share with Generate periodic reports and share with managementmanagementReceive and update new vendor details from on any Receive and update new vendor details from on any new procurementsnew procurementsProvide details of equipments to asset management Provide details of equipments to asset management interface on requestinterface on request
SLA MeasurementSLA MeasurementSLA enforcementSLA enforcementSLA negotiationSLA negotiationVendor SelectionVendor Selection
Why GLOPORE IMS?Why GLOPORE IMS?Benefits of ITSM from GLOPORE IMSBenefits of ITSM from GLOPORE IMS
Enable Growth: Customer‘s I T Management Team get to focus on core/strategic initiativesEnable Growth: Customer‘s I T Management Team get to focus on core/strategic initiativesHigher Availability: Through reduced human error and mean-time-to-repairHigher Availability: Through reduced human error and mean-time-to-repairIncrease Quality: Using de-facto IT Service Management standards like ITIL®Increase Quality: Using de-facto IT Service Management standards like ITIL®Increase Agility: By increasing speed to deployment, ability to scale and to reconfigureIncrease Agility: By increasing speed to deployment, ability to scale and to reconfigureReduce Total Cost of Ownership: Through pro-active management and lower Reduce Total Cost of Ownership: Through pro-active management and lower cap-ex/operational costcap-ex/operational costCommitments based on Service Level Agreements and not against resource countCommitments based on Service Level Agreements and not against resource countAccess to larger and best-in-class pool of skills, knowledge, processes and tools available with Access to larger and best-in-class pool of skills, knowledge, processes and tools available with GLOPORE IMSGLOPORE IMSAssured & consistent quality of Service delivery through the process excellence of GLOPORE 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 IMS Managed services practice in alignment with global best practice (ITIL®) and international standards (ISO/IEC 20000 and ISO/IEC 27001)standards (ISO/IEC 20000 and ISO/IEC 27001)
Quality and Continual Service ImprovementQuality and Continual Service Improvement GLOPORE IMS will execute a quality management program to focus on continuous improvementGLOPORE IMS will execute a quality management program to focus on continuous improvementof procedures to provide better customer service and cost efficient services.of procedures to provide better customer service and cost efficient services.GLOPORE IMS utilizes ITIL driven process based approach to achieve Continual ServiceGLOPORE IMS utilizes ITIL driven process based approach to achieve Continual ServiceImprovement. The Continual Service Improvement begins with root cause analysis andImprovement. The Continual Service Improvement begins with root cause analysis andanalysis of services level trends delivered by GLOPORE IMS and end user/customer feedbackanalysis of services level trends delivered by GLOPORE IMS and end user/customer feedbackprocess. process.
Service Quality Measurement & Service Quality Measurement & ImprovementImprovement
SLA BasedSLA BasedResponse Time (From Call Registered to Call Resolution Start)Response Time (From Call Registered to Call Resolution Start)Resolution Time (From Call Registered to Call Closure)Resolution Time (From Call Registered to Call Closure)Timely Technical/Hierarchy EscalationsTimely Technical/Hierarchy EscalationsL1 Resolution RateL1 Resolution RateL2/L3 Escalation RateL2/L3 Escalation Rate
End-user Based Feedback SurveyEnd-user Based Feedback SurveyIncident Closure Satisfaction SurveyIncident Closure Satisfaction SurveyQuarterly End User SurveyQuarterly End User Survey
Continuous Improvement BasedContinuous Improvement BasedIncidents Trend Analysis and RecommendationsIncidents Trend Analysis and RecommendationsQuarterly Increasing the Process Effectiveness and EfficiencyQuarterly Increasing the Process Effectiveness and Efficiency
Customer/End-User Complaint Handling System (CCHS)Customer/End-User Complaint Handling System (CCHS)Ops. Coordinator Account Manager ManagementOps. Coordinator Account Manager Management
Reporting and ReviewsReporting and Reviews
Weekly Reviews with GLOPORE IMS Onsite team and customer’s IT teamWeekly Reviews with GLOPORE IMS Onsite team and customer’s IT teamMonthly Operations Coordinator Meeting with Monthly Operations Coordinator Meeting with customer’s customer’s IT TeamIT TeamQuarterly Operations Coordinator /Account Manager Meeting with Quarterly Operations Coordinator /Account Manager Meeting with customer’s customer’s IT TeamIT TeamAnnual SLR/SLA ReviewAnnual SLR/SLA ReviewManagement Voice of the CustomerManagement Voice of the Customer
GLOPORE IMS Recruitment ProcessGLOPORE IMS Recruitment ProcessHiring procedures for GLOPORE IMS emphasize upon the competency & reference checks to 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 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 checks as mentioned above and would also undergo following trainings from GLOPORE IMS based
on the final scope for the Customer:on the final scope for the Customer:
Culture & Industry OverviewCulture & Industry Overview
Soft Skills TrainingSoft Skills Training
Process & Ticket ManagementProcess & Ticket Management
Technical Training (L1 resources)Technical Training (L1 resources)
Employee Development & Retention:Employee Development & Retention:Process Trainings – ITIL, ITSM, ISO 20000Process Trainings – ITIL, ITSM, ISO 20000
Technology Trainings – General and specialization related trainingsTechnology Trainings – General and specialization related trainings
Rotation policy – new opportunity for new resources , technical promotion to existing Rotation policy – new opportunity for new resources , technical promotion to existing
resourcesresources
Internal trainings and presentation on technical areasInternal trainings and presentation on technical areas
Remuneration on par with Industry standardsRemuneration on par with Industry standards
THANKTHANK YOUYOU