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Product /Service Included Features  
Server Watch

Analysis and escalation monitoring policies:

v  24x7 NOC Monitoring Team  

v  Technology Platform  

v  Alert Analysis, Filtering & Notification 

v  Security Patch Management  

v  Two forms of Remote Control (RDP, LogMeIn)  

v  SNMP & POSIX Monitoring   

v  Advanced Scripting Engine for automating Windows tasks  

Proactive     Server Care
  
 

Analysis and remediation for monitoring policies:  v  24x7 NOC Remote Support Team 

v  24x7 NOC Monitoring Team 

v  Technology Platform  

v  Critical Issue Alert, Escalate and Fix   

v  Security Patch Management  

v  Two forms of remote control (RDP, LogMeIn)  

v  SNMP & POSIX Monitoring  

v  Advanced Scripting Engine for automating Windows tasks  

RemoteServer Care

Remote Service Request Support. Analysis and remediation for monitoring policies.  

v  24x7 NOC Service Request Team  

v  24x7 NOC Remote Support Team6  

v  24x7 NOC Monitoring Team3  

v  Technology Platform  

v  Critical Alert Notification 

v  Security Patch Management  

v  Two forms of remote control (RDP, LogMeIn)  

v  SNMP & POSIX Monitoring  

v  Advanced Scripting Engine for automating Windows task

 
Vulnerability Assessment
 
 Scans for system vulnerabilities and produces an overview report  

1.         Agent based system managed from ITSupport Portal: The agents run routine monitoring checks and scheduled jobs to maintain client systems based on monitoring policies compiled from an internal list of “Best Practices” for supporting server systems. These monitoring policies are automatically applied to servers after a system analysis. 

2.         24x7 NOC Monitoring Team: This team monitors incoming server alerts and event logs, which are analyzed and cross referenced against our internal database. Steps to resolution are escalated to the Site Administrator for remediation. This team does not have access to remote control server machines.

3.          Critical Alert Notification: NOC Teams notify Administrators via an escalation matrix for issues directly affecting end users. (E.g. Server or network device down, Exchange failure, Active Directory failures, etc…) Escalation points are contacted via phone and email.

4.         SNMP & POSIX Monitoring: The server agent is able to remotely monitor and report SNMP information to the IT Support Portal. (E.g. Device status, interface monitoring, % of errors, % of discards, port utilization. CPU utilization and Free MB of memory for supported devices.) POSIX provides performance monitoring for Linux Red Hat.

5.          24x7 NOC Remote Support Team: This team remediates server alerts and event log issues raised by the 24x7 NOC Monitoring Team. Issues may be escalated back to the Site Administrator. This team has access to remote control server machines.

6.         24x7 NOC Service Request Team: This team handles inbound services requests from Administrators. (E.g. Exchange DB defrag, SQL maintenance, moving log files, server drive defrags, perform check disk, review Event Log for issues). This team has access to remote control server machines.

Server Agent Schedule

Highlights

v  Our Network Operations Center (NOC) provides 24x7visibility with Remote Monitoring and Managementcapability for Windows or Linux Servers – including Applications. This allows you to proactively manage Serversfor businesses that come under preview of regulatory compliances the likes of HIPAA, SOX, etc.

v  Reduction of your operational costs can be achieved without increasing your overhead. You'll have a staff of employees monitoring your client networks 24x7.

v  Improvement of the productivity of your existing staff because our staff intelligently escalates the information itreceives from the alerts. Your people can focus on the Critical events, problem analysis and steps for resolution.

v  Improve quality of life for you and your staff by having more time over nights, weekends and holidays.  

Server Watch

Remote Server Care

Ø  24x7 monitoring by NOC

Ø  Alerts and Intelligent Escalation

Ø  Categorization of alerts (Critical and Non-Critical) by NOC

Ø  Problem analysis by NOC expert team

Ø  Steps to resolution and ticket by NOC staff

Ø  Remediation of issues by Administrator, staff/engineer only

Ø  24x7 monitoring by NOC

Ø  Alerts and Intelligent Escalation

Ø  Categorization of alerts (Critical and Non-Critical) by NOC

Ø  Problem analysis by NOC expert team

Ø  Steps to resolution and ticket by NOC staff

Ø  Remediation of issues on best effort basis by NOC staff. Administrator is alerted is problem cannot be resolved.         

Solution: 

Server Watch solution is comprised of several components that work in tandem.  These componentsinclude: the technology platform, autonomic Server monitoring policies, provisioning processes for alerts, 24x7NOC monitoring, the Critical and Non-Critical alert categorization processes at the NOC, the process forconducting problem analysis and the ticketing system. 

Technology Platform: The platform provides completely secured environment for monitoring andmanaging Servers – Windows OS, Linux and applications. 

The autonomic Server monitoring policies: When the Server Agent is installed on a Server, it runs automatedprocesses and a self-check routine to determine what ports, services and processes are currently running on the machine. This information is analyzed carefully and based on our knowledge base; policies are applied to monitor the Server. 

The provisioning processes for alerting: Advanced provisioning process allows you to define the alert escalationmechanism on a per-site basis. This gives you enough flexibility to automatically send alerts to different staffmembers when a Critical event occurs. 

24x7 monitoring processes: NOC is staffed 24x7to provide monitoring services. The NOC has more than 130staff members, who work in 3 shifts to provide monitoring services. 

Categorizing Critical and Non-Critical Alerts: Over the years, the NOC has developed processes wherein thealerts coming in from Servers are segregated into Critical and Non-Critical categories. Every Server sends about 10-15 alerts per day and categorizing these alerts is a time consuming process that requires skilled staff. 

Personal Phone Alert and Problem Analysis: On receiving a Critical alert, the NOC team looks into the provisioning system and makes a personal phone call alerting your team about the occurrence of that Critical event. This call is made within 15 minutes of receiving the alert. Subsequently our expert team swings into action to analyze the cause of the problem and document the steps for resolution 

Ticketing system: NOC team opens a ticket in the ticketing system informing you about the Critical alert,the problem analysis and possible steps of resolution. 

Security/Preventive Maintenance Services:  NOC services include White and Blacklisting of critical Microsoft(OS & applications) security patches and many more preventive maintenance services. 

Bundled Anti-virus package and management: Our NOC conducts checks to ensure Anti-virus signatures are updated on Servers at regular intervals. Remote Server Care program comes bundled with AVG Anti-virus network edition and e-mail server edition, if desired. 

Asset Tracking: There is a comprehensive tracking of all software and hardware on each server. Changes are alsotracked and aid in problem resolution. 

Primary Benefits:

v  Reduced investment in infrastructure: Eliminates the need for building and maintaining infrastructure for providing 24x7 monitoring services under an SLA of 15 minutes response time.v  Manpower (staff to monitor alerts around the clock, help desk dispatcher, Server experts). However, you need to have staff on board to handle onsite remediation services.

v  Building processes for internal NOC operations –knowledge base for what to monitor, understand what is Critical and Non-Critical, etc.

v  Eliminating your investment in aTicketing System or Buying expensive tools that provide for extensive monitoring, detailed reporting, trending and remote control over the WAN. Have it all in one system. 

Selective provisioning per site:

v  Online provisioning system enables Administrators to select a site for Server Watch option and restrict the use of remote control by our NOC.  

Proactive approach:

v  The NOC carries out multiple preventive checks each week reducing chances of failure.

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