opsmart itsm

23
WE TAKE THE GUESSWORK OUT OF IT

Upload: nocsmart-fz

Post on 10-Dec-2014

126 views

Category:

Software


0 download

DESCRIPTION

OpSmart ITSM is MSP’s main Enterprise Management and Operations Support System.

TRANSCRIPT

Page 1: OpSmart ITSM

WE TAKE THE GUESSWORK OUT OF IT

Page 2: OpSmart ITSM

Service Delivery Cost Optimization

ITIL Focused Operations Efficiency

Integrated Infrastructure Automation

The OpSmart Vision

Page 3: OpSmart ITSM

04/10/2023

3

Product Architecture: ITIL Based Technology Focus

Monitoring

CRM

DNS

Load Balancer

VM Ware

Filer Management

Hardware Fault

Log Analysis

FunctionOrchestration CMDB

Production

DR

Inventory Management

Service Mapping

Monitoring Dashboard

Problem Management

Contract Compliance

SLA Management

Decision Center

Change Management

Incident Management

Task Tracking

Fullfilment

Orchestration

CEWD

Performance Management

DC1 DC2

ITIL Service Management Modules

Colocation - Datacenters

DC3 DC4

Product of

Page 4: OpSmart ITSM

04/10/2023

4

OrchestrationPackage Prototype / Runbook /

Blueprint of Complex tasks:Example: Creation of a Firewall Rule

IntegrationSolid APls / Hooks into

third party devices:Peoplessoft, Uptime, Netapp, Infoblox, Scalent, etc.

ITSM Modules CMDB Management, Change Management, Incident Management, Provisioning, Account Management

Absolute Automation Alert to Resolution AutomationDocument > Validate > Orchestrate > Resolve

2009 / 2011

2008 / 2009

2007 / 2008

2004 / 2007

The Opsmart Vision: Development History

Page 5: OpSmart ITSM

04/10/2023

5

Event Management Asset Management Incident Management Change Management Remote System Management

Persona Management DNS Management Storage Management Configuration Management Load Balancer Management Firewall Management

Real-time Alert Response Self-Healing Intelligence Defined Fix Execution Automatic Resource Mgmt Auto CR management Auto Incident Closure

30 Remote Resources

20 Remote Resources

10 Remote Resources

45 Onsite Resources

Management / Integration

Orchestration Total Automation

2004 - 2007 2008 - 2009 2009 - 2013

The Opsmart Vision: ITSM OPEX Optimization

Page 6: OpSmart ITSM

04/10/2023

6

# Modules Year Opsmart Module Name

32005 Inventory Management

2005 Client Notification System - MH Notify

2005 System Administration (Remote Commands)

6

2007 Client Account Management

2007 Incident Management

2007 Change Management

2007 Project Task Management

2007 Provisioning - Fullfillment

2007 Contract Compliance - Insight

9

2008 MH Staff Contact Management

2008 Monitoring - Ops Panel

2008 SLA Management

2008 Advance Reporting - CEWD

2008 Virtualization Management - ApSmart

2008 DNS Management - NameSmart

2008 Filer Storage Management

2008 Datacenter Management

2008 Vendor Management

Product Maturity - What does Opsmart Do?

Page 7: OpSmart ITSM

04/10/2023

7

# Modules Year Opsmart Module Name

32013 Virtualization Management for VMWare

2013 NetApp Integration/Automation Module

2013 NetApp Autogrow/Autoreclaim Module

21 Modules, ~3 million lines of code powering :

13 Datacenters

1800 Oracle

DBs

300 Netapp Storage

Filers

7000 VMs

700 NetworkDevices

120 Esxi

Product Maturity cont.

Page 8: OpSmart ITSM

04/10/2023

8

Business Impact Summary

Business Intelligence Solutions

Advanced Reporting, SLA Management and Client Early Warning Detection Reports. These solutions provide in-depth insight into the quality of Managed Hosting Services provided to clients as well as proactive indicators and preventive measures to reduce

cancellations.

CollaborationIntegrated Monitoring Dashboard, Incident Management, Change Management and

client Notification provide superior collaboration capabilities for the Managed Hosting Teams to communicate and escalate issues through resolution and closure.

Data / Systems Integration Integrated DNS Appliance Management along with inventory, CRM and Monitoring Systems reduce process break-downs and increase productivity and service quality

Continuity / Risk Management

A Complete Disaster Recovery site in the event of outages to the production site ensures service continuity, Furthermore, built-in auditing and logging mechanisms

ensure control, security and compliance.

Business Process Management

Integrated provisioning system, contract compliance and client reporting solutions ensure accurate delivery of Managed Hosting Services and enforcement of contractual

limitations that result in further revenue recognition.

Virtualization / AutomationSimple User Interface in Opsmart provides a powerful ability to provision a client in

virtual datacenters in minutes vs. days in the old manual processes. The automation of client provisioning using combined templates/blueprints have increased productivity,

reduced mistakes and ensured on time delivery of MH Services.

Page 9: OpSmart ITSM

04/10/2023

9

3,795Contracts

Provisioned

350Opsmart Active

Users

1,200Clients Hosted

7,333Devices Managed

4,200Project Tasks

Handled

252,721Incident Tickets

350,000Client

Notifications Sent

57,123Change Requests

Numbers: A case study…

Page 10: OpSmart ITSM

04/10/2023

10

2012 2013 20140

20

40

60

80

100

120

140 122133

79

No. of Accounts created

June July Aug (upto 11th)0

1000

2000

3000

4000

5000

6000 5533 5191

1532

No. of Incidents created

June July Aug (upto 11th)0

1000

2000

3000

4000

5000

6000

4854 5000

1442

No. of Change Requests created

June July Aug (upto 11th)0

100020003000400050006000700080009000 7961 8062

2739

No. of Daily Logins

Page 11: OpSmart ITSM

04/10/2023

11

June July Aug (upto 11th)0

20406080

100120140160180 164

102

33

No. of Fulfillment Requests created

June July Aug (upto 11th)0

500

1000

1500

2000

2500

3000

23282529

806

No. of Client Notifications sent

Page 12: OpSmart ITSM

04/10/2023

12

Achieving Tasks Via Automation - Netapp

Page 13: OpSmart ITSM

04/10/2023

13

90%+ of Storage Escalations handled by Remote Team

Page 14: OpSmart ITSM

04/10/2023

14

* Snapshot of Client Early Warning Detection Report. Correlation of Massive Client Data.

... Increasing Service Quality

Goal: Enhance Client Service Experience by proactively reaching out to unhappy clients to show that we care.

Page 15: OpSmart ITSM

04/10/2023

15

Page 16: OpSmart ITSM

04/10/2023

16

CMDB Map (VmWare Auto-Discovery)

Page 17: OpSmart ITSM

04/10/2023

17

Storage Management Module

Page 18: OpSmart ITSM

04/10/2023

18

Central Monitoring Dashboard - Firefight View

Page 19: OpSmart ITSM

04/10/2023

19

Event Correlation

Page 20: OpSmart ITSM

04/10/2023

20

Single Pane of Glass

Page 21: OpSmart ITSM

04/10/2023

21

Capacity Management

Page 22: OpSmart ITSM

04/10/2023

22

WE TAKE THE GUESSWORK OUT OF IT

Page 23: OpSmart ITSM

04/10/2023

23

951 Russell Avenue

Suite C

Gaithersburg, MD 20879

Phone: 301-337-7164

Email: [email protected]

No.30-A,Kamaraj Nagar,

Kalapatti Road, SITRA,

Coimbatore-641014.

Tamil Nadu,

INDIA

Phone: 0422-4273396

Flat No. G-8, 6-2-40,

Dollar Chambers Complex,

A.C. Guards,

Hyderabad - 500053.

Andhra Pradesh,

INDIA

USA INDIA

www.nocsmart.com