Transcript Globally Connected :Delivering Technical Support Worldwide

Solution Based Approach : : : : : Building relationships through partnerships
www.sbainfo.in
About Us
Recognitions for growth:
• Offering IT services & Solutions
since 1991
Our DNA:
• VMware Enterprise Partner
• Tech Support focused services
• NetApp Silver Partner
• IBM Advance Partner
• Cisco Registered Partner specialized
in network infrastructure
Stable & Track Record:
• Consistent growth rate of 40% YoY
in revenues
• 98% customer retention
• 80% businesses are references and
repeat in nature
• Focus on serving Technology
Leaders
•
Long term, valued partnership
•
Process & innovation driven
Our Partners
Our Clientele
Solution Portfolio
 Virtualization & Consolidation
 Messaging & Collaboration
 Data Protection
 Information Security
 Networking
Virtualization & Consolidation
•
Server, Desktop & Application Virtualization
•
Technology adoption recommendations
•
Compute, Storage and Network Solutions
•
Migrations & On going support
– High Level consulting and planning
– Business objective focused migration
expertise
– P2V Migration based on customer
requirements and licensing options
– Contingency Planning, Design,
Implementation, Deployment
– Dedicated support ensuring implemented
projects protect their business interests
•
Private Cloud Adoption, Self Service Portals and
Chargeback Mechanism
Messaging & Collaboration
 Simplified Messaging & Collaboration
Solution
 Enhancing Communication within and
External to Organization
 Delivery as On Premise or Hosted
Services
 MS Exchange, Zimbra, IBM Lotus Notes ,
Google Apps
 Unified Communication Solution with
Voice and Video Integration
 Complimenting solution – Email Archival,
Email Security, Single Sign-on etc
Information Security
 Securing IT Assets & Safe Guarding
against Threats
 Network, Host and End Point Protection
 Threat Vectors to include
 Applications , Users , Hackers
 Protection against
 Data Leak, Data Corruption , Network
outage
Prevention Technologies
 DLP
 SIEM
 IPS / IDS
 Web & Email Gateway
 Firewall & VPN
Data Protection
 Data Backup, Archival and Recovery
 Disk to Disk, D2D2T, Far Site / Offsite
Backups
 Archival Solution
 Compliance or Process Needs
 Faster Restoration
 Disaster Recovery Solutions
 Customer Owned / Hosted DR Sites
 Rule Book Automation
Networking
 Experts in Plan, Design, Implement,
Manage Networking
 Layer 2 to Layer 7 Networking
 Enterprise Secured Wireless Solutions
 Switching, Routing, Layer4-7
Application Accelerators, Load
balancers, Secured Application Access
Services Portfolio
• Managed Services
 IT Infrastructure Monitoring and
Management
 Network Infrastructure Monitoring
and Management
 Day 2 Support (Extended NOC
Services)
 Information Security
• Professional Services
 Consulting
 Implementation
 Migration/Integration
Services Portfolio – Managed Services
IT Infrastructure (Extended Support)
Day 2 Support (Extended NOC Services)
Application Monitoring & Management
Asset Management
Data Center Monitoring & Management
Desktop Management
Messaging & Collaboration
Server Monitoring & Management
Storage Management
Virtualization & Consolidation
Level 1, 2 & 3 Support
Network Infrastructure (Back-end Support)
Unified Communications Design Support & Remote
Provisioning
Converged Network Design & Support
Reactive Network Support (Level 1, 2 & 3 Support)
Information Security
Data Loss Prevention (DLP)
Security Information & Event Management (SIEM)
Unified Threat Management
IDS & IPS Signature Management
QOS ( Quality of Services)
Deep Packet Inspection
Reporting & Analysis
VPN Security & Port Management
Virtual private Network security
Encryption and Authentication
Manage and block ports
Technical Support Augmentation
Process
Client Central Office
Customer A
Location
Customer B
Location
NMS System
VPN Tunnels to Central Office
SBA Network
Operations Center
VPN Tunnel to NOC
NMS Backup
Internet
VPN
Connectivity To
Central NOC-
Sonic Wall
NMS Tool & Service Desk
used by SBA & Client
Each customer network is connected to the SBA NOC through a secure VPN
connection, limiting SNMP and ICMP traffic.
NOC Process Overview
Priority Levels
Priority Level
P1: Critical
(5-Very High )
P2: Major
(4- High )
P3: Minor
(3-Normal )
P4: Planned
Activities
(3-Normal )
Description
A Problem that affects entire
process/Network or 80% of the users in the
Head office
A problem that affects a typical user
Response
Time*
< 4 Hours
Resolution
Time**
< 8 Hours
< 6 Hour
Next Business Day
Closure Time***
< 8 hours
A problem that affects the productivity of a
Next Business
2 Business Days
user/users (such as performance of a system
Day
is slow)
Planned Installation, Movement of
equipment, addition / deletion of Hardware /
Software
These are basic activities that involve multiple
As per Mutually Agreeable Terms
vendors and are of time consuming.
Includes installation of new application
software, Migration of existing application,
Re-organizing your network, Planned
shutdown of Servers for maintenance
purpose etc.
*(Excluding Travelling time if involved)
** (Workaround for an issue or that the problem can be reopened)
*** (Permanent solution. Will not require to reopen the problem)
Support Levels
Level 1 Support
 Monitor, Verify and Notify Alarms
 Trouble ticket management through Service Desk
 Basic hardware troubleshooting through NMS
 Escalation management
Level 2 Support
 Support for IPT, IP, AVVID, WAN, VPN Networks
 Diagnose, troubleshoot and resolve complex problems
 Work with vendors
 Configuration management
 Patch and Standard Change management
Level 3 Support
 Advanced support for end-to-end internetworking issues
 Diagnose, troubleshoot and resolve highly complex problems
Expert engineers work solution with hardware/software vendors,
3rd party service providers etc
 Root cause analysis
Extended Support Options
Resource/Device Based (Dedicated resource):
 Engineers Level 1/2/3, as required
 Shared NOC Infrastructure
 Synchronization with client’s Level 3 Engineers
Fixed Time/Task based (Dark Hours/Weekends/Day):
 Shared engineers Level 1/2/3, as required
 Shared NOC Infrastructure
 Shift Hand off-Take off process with client’s NOC
 Service desk shared with client’s support engineers
24x7 Total Support:
 Dedicated Engineers Level 1/2/3
 Dedicated NOC Infrastructure
 Synchronization with client’s Level 3 engineers
Shift Hand Off – Take Off Process
Shift Changeover flow
Outgoing Shift Tasks:
 Highlight all major priority
incidents in the handoff sheet
30 minutes to new shift
Shift handoff
form preparation
 Prepare schedule activity and
maintenance for next incoming shift
 Prepare Shift activity report
10 minutes to new shift
Shift handoff
takeoff meeting
Incoming Shift Tasks:
 Sign on and decide the handling
of incidents
5 minutes of new shift
Shift Takeover
signoff and mail
sent
Allocate analysts for the schedule
activity and maintenance
Shift Lead decides engineer and
task allocation
Transition Process
Program Plan
Layout
>> Current
Environment Study
>> Initial
Engagement Plan
>> Plans for
Knowledge Transfer
Phase
>> Study Previous
Problems
>> Identify externals
& Dependencies
Knowledge
Transfer
>> Understand
present
Infrastructure
>> Understand
Technologies Used
>> Understand
current process and
SLA & Escalation
Matrices
Transition
>> Ramp up as per
Schedule
>> Process Transition
>> Establish
Performance
Parameters
>> Reporting
>> Quality Process
>> Ensuring SLA
Parameters are met
>> Security Process
>> Backup Plan
>> Reporting
Procedures
Stabilize
Process
>> Finalize Process &
Quality guide book
in line with SLA
>> Implementation
of all processes
across all
technologies
>> Set up Project
Manager
>> Project
Management
>> Risk Management
Professional Services - Consulting
• Active Directory
• Back-up & Disaster Recovery
• Cisco Networks
• Cloud Solutions
• Data Center
• Messaging & Collaboration
• Networks
• Security - SIEM, DLP, IDS &IPS
Signature Management,
VPN Security
• SharePoint
• Unified Communications
• Virtualization & Consolidation
Plan
Design
Migration
Implementation
Professional Services – Implementation &
Migration
Implementation
• Cisco –
Unified Communications
& Telepresence
• Microsoft - Active Directory,
Office 365, SharePoint
• Virtualization - VMware,
HyperV, Citrix
• Storage – NetApp, EMC, IBM
• Messaging – Zimbra,
Microsoft Exchange,
Google Apps
• Security –SIEM, DLP, IDS &IPS
Signature Management,
VPN Security
• Data Center, Disaster
Recovery and Back-up
• Cloud - Amazon, Softlayer,
Rackspace
Migration/Integration
• Cisco Unified
Communications, Avaya
• Microsoft - Active Directory,
Office 365, SharePoint
• Virtualization using Cloud
• Storage – SAN,
D-Duplication
• Messaging – Zimbra,
Microsoft Exchange,
Google Apps
• Data Center Migration/
Integration
• Cloud - Amazon, Softlayer,
Rackspace
Data Center Services & Support
Multi Vendor Technologies
Cisco
Microsoft
Virtualization
 Unified communications
Active Directory Services
VMware
 wireless
Exchange Server
Hyper V
 Contact Center
SharePoint
 MPLS/ VPN
HyperV
Security
NMS Tools
 Kaseya
 Tivoli
Storage
Citrix
 HP Openview
 EMC
Xen Desktop
 Solarwinds
 Netapp
Xen Server
 N-Able
 IBM
Opencloud
IT 360
 HP
Hitachi
Nagios
Partnership Benefits
Capabilities
• Scalable & skilled talent pool
• Quality & secured Infrastructure
• Innovation & Creativity
• High availability
Competitiveness
• Flexible Models & Right costs
• Alignment with Business Goals
• Integrated Technology & Operations
• Desired end results
Change
• Managing Business Cycles
• Quick adoption
• Sustainability
Thank You!
Contact Us:
SBA – The right Partner
with right Delivery
SBA Info Solutions Private Limited
No:19, “SBA House”, 46th Street
Ashok Nagar, Chennai , Tamilnadu, India.
Pin 600083.
Ph: +91 44 24897598 (3 Lines)
Email: [email protected]
Website: www.sbainfo.in
US Phone: +1 206 792 9394