dl 124, 1st floor, kolkata-700 091 contact: +919830017040 ...€¦ · dl 124, 1st floor,...

DL 124, 1st Floor, Kolkata-700 091Contact: +919830017040, +919163700997

Email: [email protected] | Web: www.primeinfoserv.com

mailto:[email protected]

http://www.primeinfoserv.com/

PRIME INFOSERV LLP

Prime Infoserv LLP is an IT-services company with range of

solutions on wide platforms and technologies. The aim is to

deliver solutions that enhance performance, lower costs,

reduce risk and build competitive value additions by improving

reliability, speed and agility.

Our Vision is to offer the best products and services to

exceed customer expectations resulting customer delight. The

aim is to enable concrete business growth through a process

driven approach along with technology. Prime helps its clients

to transform their business to the next leap in order to

improve their proposition and competitive positioning.

Prime Service Portfolio

Managed Services

Consulting

Technology Integration

Managed Services

Data Center Management

Servers, Databases, Middle Tier Apps, Messaging, Storage Systems

Network Management

Routers, Switches, VoIP devices, Network Links

Security Management

Firewalls, Intrusion Protection Systems, VPNs, PKI, AAA Tools

Desktop Management

Desktops, Laptops, File & Print Servers

Mobile Device Management

Consulting

Vulnerability Assessment & Penetration Testing

Security Policy & Procedure Design

High-level & Detailed Risk Assessment

ISO 27001 -Information Security Management System (ISMS)

ISO 20000 - IT Service Management (ITSM)

Documentation Services - IT Processes, Applications, Policies &

Procedures

Technology Integration

Data Centre/ Infrastructure Built

Server / Desktop Virtualization

Voice-Data Solutions, Connectivity (LAN/WAN)

VOIP/Call Centre Solution

Hardware, Software Supply & Installation

Security Implementation & Support

DLP, Access Control

Mailing Solution

Linux Based Solution

CCTV/IP Camera/Surveillance

Managed Services:

A Brief Synopsis

Get Systems and Applications delivered as an Externally Administered Service

Reduce Investment

Predictable monthly costs, Access to best-of-breed IT, Latest applications

Avoid regular costly and painstaking overhaul of IT Systems

24x7 IT Administration Services

More time for IT personnel to focus on strategic issues

Business Continuity Management

Ensure service continuity

Managed Services is the practice of transferring day-to-day relatedmanagement responsibility as a strategic method for improved effectiveand efficient operations.

MANAGED IT SERVICES - WHAT

MANAGED IT SERVICES - FOR WHOM

The Forces Driving Change

Not all businesses need to take the managed service route, and some

businesses will only require elements of the full managed service package.

Each establishment will have different reasons for considering additional help in the form of a managed service, but here are some of the more common ones: – Lessen the impact of losing experienced support staff

– Recruit and retain appropriately skilled and experienced specialists

– Meet increased expectations and fulfill higher aspirations for ICT

– Optimal use of existing resources by reducing pressure on staff

– Focus on business rather than IT support tasks

– Better cost control and clarity on IT return on investment

– Improved business efficiency through focused use of resources

MANAGED IT SERVICES – WHY?

Managed services are rapidly replacing traditional informationtechnology (IT) management tools and mega-outsourcingarrangements because they provide a more cost-effective methodof managing and protecting enterprise networks, systems andapplications.

Do you want your IT internal staff to focus on corecompetencies rather than juggling with IT challenges?

Do you want to maintain control of Business-CriticalSystems?

Are you increasingly reactive rather than proactivewhen it comes to management of your IT infrastructure?

If you have said "YES" to all of the above questions then its timeyou think about Managed Services.


Simple and timely access to specialist skills & knowledge

Greater control of service levels and performance

Project outputs enhanced by specialist resources


Tighter cost control and clarity on the ROI

Efficiencies through collaborative working

Refined budget and implementation

management


Make best use of stafffor specialist and core

tasks

Transfer the risk for achieving high service

outputs

Effective recruitmentand retention of key

staff

PIL Managed Services Introduction

We take great pride in offering you the Prime Infoserv LLP (PIL)Tiered Managed IT Services Plans. In doing so, we continue tocommit to your business goals:

Provide quality managed services at an affordable price

Help improve our customer's ROI

Maintain security

Maintain peak performance

Reduce system downtime

Reduce reactionary services through proactive management

PIL Managed Services Infrastructure • PIL Central NOC or Global Service Delivery Hub

(GSDH) is located in Kolkata, India.

• Four more RSDHs are planned in Lucknow-India,Hyderabad, India, Birmingham, UK and Bangladeshto further strengthen the service levels in theGlobal region.

• The NOCs are staffed 24x7 by highly trainedmanagement and technical professionals with acumulative experience exceeding 12,00,000 mandays in the IT sector, ensuring the highest level ofservice support.

• A seamless end-to-end view of your service fromthe NOCs provide proactive management and rapidresponse to any issues involving premisesequipment, access, or network services.

PIL Managed Services Infrastructure Network Operations Centers

KOLKATA

PIL Managed Services Infrastructure

Network Operations Centers

Additional benefits of the NOCs include:

Proactive monitoring and management

Fault management

24x7 maintenance support

Performance management and reporting

Continuous life-cycle management including: configuration management, service upgrades (adds, moves, changes), and service evolution planning

Advanced technical support

24x7, secure, on-line account management, reporting, and service support

PIL Managed Services Plans

Tiered Managed IT Service Plans

PIL Managed Services Offerings

All Backed by Business Level SLAs

PIL Managed Services Methodology

Adhering to the ITIL framework for Managed Services, PIL follows

the following steps towards service delivery:

Step 1: Assessment of Customer Requirements based on current

and future business processes, strategies, policies and technology plans

Step 2: Defining the Requirement based on above assessment

Step 3: Aligning the appropriate Support Processes to fulfill therequirements defined.

Step 4: Formulating the Service Delivery Process to deploy and controlthe Support Processes.

Step 5: Continuous monitoring of the entire Service Management

process for further optimization and re-architecting the future ITRoadmap to attain the desired maturity model.

PIL Managed Services Methodology

PIL Managed Services Contents

• The following services are thoroughly covered under our Managed

• Service capabilities: SYSTEM SERVICES

NETWORK SERVICES

DBA LIFECYCLE SERVICES

DATABASE ADMINISTRATION

APPLICATION SERVICES

• Detailed support level availabilities corresponding to the above

• services are provided in the next few slides


Service Level Support

Hardware Management Processors, I/O, Backplane, Memory Chassis Health (temperature, etc)

System Management Operating System, Patch Levels

Storage Volumes, file systems, and disks

Fault Management Detection, remediation, and prevention

Capacity Planning

System Performance Tuning

Kernel Management

Security Management

System Services


Support Level Support

Network Device Monitoring

WAN/LAN Monitoring

Connectivity and Path Maintenance

Switch Management

Router Management

Firewall and Security Management

Storage Management

Capacity Engineering

Performance Tuning

Network Services



MonitoringAvailability Performance Proactive Detection

Administration Performance Tuning/Query Analysis/Capacity Planning

Server Instance Application/SQL

Reporting Summary Emails Monitoring History Detailed Reports

Upgrades

DBA Lifecycle Services


Database Administration


DB Software Installation, Configuration, Patching & Upgrade

Schema Schema Review, Dimensional & normalization

Files & Tables Level Support Table Space layout, Data file Management, Index, LOB, Rollback, and Temporary Segments Library Cache, Data Dictionary Cache, Buffer Cache, Redo Log Buffer, and Java Pool

Database User Administration User Creation, Quota Assignment, Object-level Privilege Administration, Security Management, and Role Creation



Backup & Recovery Database Backup and Recovery Implementation and Management Including Instance Failover to Standby Server, Dataset Propagation, Incremental Backups, Full Backups, Point-in-time/Point-of-failure Recovery, Logical Backups, Logical Recovery

High Availability Configuration Advance Replication Implementation and Management Including Master/Slave and Multi-master Environments Standby & Cluster Configuration and Automated Failover

Tuning Tuning Memory Segment Allocation and Usage Including SGA, PGA, and UGA Database Reorganization Including Tables, Indexes, Clusters, Hash Clusters, & Index Organized Tables



BEA/9ias/Tomcat Installation, Configuration, Monitoring, Troubleshooting, Break-fix, Patching

Components (Discoverer, LDAP, Report Server, etc) Installation, Configuration, Monitoring, Troubleshooting, Break-fix

Applications Environment Modules Installation, Configuration, Monitoring, Troubleshooting, Break-fix, Patching, Cloning

Concurrent Manager Installation, Configuration , Monitoring, Troubleshooting, Break-fix, Patching

Application Services

PIL Managed Services Features

Real Time Alerting and Monthly

Reporting includes all systems,

network devices, as well as website performance.

24 X 7 Monitoring, Alerting and Reporting


Capacity Planning & Predictive Analysis


• Complete summary

of hardware & software.

• Comprehensive

detail of all hardware

and software asset

inventories.

• Up-to-date warranty

status information.

• Identification of

unauthorized software.

Asset Management


Security Assurance

Microsoft Baseline Security Analyzer Report


Security Assurance • Reduced Risk

• Baseline security scanning to detect

security holes.

• Continuous monitoring for viruses,

worms, spam ware, and other malware.

Automated verification of

data backup completion

and identification of

any failed backups.


•Automated delivery of two preventive services.

•Up-to-date security patches for your desktops and servers and

identification of failed or missing patches.

•Comprehensive server health reports for all servers.

Preventive Maintenance


Daily / Hourly Break-up of Availability

Availability & Performance


Ensure Uptimes are Met

Availability & Performance


Event Logs

Event Management


Web Based Trouble Ticket

Event Management


PIL Managed Service includes a Quarterly Business Review (QBR) with yourcompany. Prior to each QBR, PIL will audit all alerts and reports generatedover the preceding 90 days and prepare a comprehensive analysis of ourfindings as well as demonstrate areas of cost savings, increased performance,any security vulnerabilities and an overall health assessment of yournetwork. These meetings are designed to help ensure the following:

• We are aligned with your IT business goals and are able to address anychanges as they occur.

• Present all the reports we have captured over the past quarter - ensuringyou understand its overall impact to your business.

• Review and update you on all the work completed in the last quarter anddiscuss projects in progress.

• Help identify IT solutions that will address existing and future ITrequirements, allowing you to ultimately make informed financial decisions.

Quarterly Business Reports


Executive Summary

• Website Monitoring

• Patch Status Detail

• Site Health

• Server Health

• Site Performance

• Asset Inventory

• Device Performance

• Site Performance

•Website Performance

•Windows Server Health

•Work Completed Summary

• MBSA and Patch Summary

Quarterly Business Reports

PIL Managed Services SLA

Issue Severity Levels


Issue Response Levels


Service Component Delivery Levels

Thank you.

dl 124, 1st floor, kolkata-700 091 contact: +919830017040 ...€¦ · dl 124, 1st floor,...

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