Accel Frontline Ltd. Confidential1
Remote Infrastructure Management Services [RIMS]
Accel Frontline Ltd. Confidential
About Accel Frontline
Accel Frontline Ltd ( A BT Frontline Company ) is a leading "Systems Integrator and Total ICT Solutions Provider. One of the Top 3 Systems Integrators in India 45 offices and 110 service locations across the Globe Around 2 decades of IT experience Current group turnover of 50 Million US Dollars Among the top 10 preferred IT employers in India (DataQuest Sept 2006) Member of NASSCOM from 2005 2900 IT professionals in India ISO 9001: 2000 Certified and CMMi Level 5 compliant 2900 IT professionals in India
Accel Frontline Ltd. Confidential
Partnerships
Software InfrastructureInfrastructureStorageStorage SecuritySecurity
NetworkingNetworking
Accel Frontline Ltd. Confidential
► Solaris
► HP
► RedHat
► AIX
► ITIL
► Veritas Volume Manager/Cluster
► SNIA
► Brocade
► Hitachi
► Veritas Netbackup
► EMC
Skills & Certifications
Trained and Certified Resource Pool to Address Customer Requirements
Accel Frontline Ltd. Confidential
Services
Technology Products & Solutions
Data/Storage Consolidation Management
Enterprise Network Deployment
Disaster Recovery/Business Continuity Platform
IT Security Consulting & Implementation
IT Consulting
Technology Products & Solutions
Data/Storage Consolidation Management
Enterprise Network Deployment
Disaster Recovery/Business Continuity Platform
IT Security Consulting & Implementation
IT Consulting
Availability Services
Web Hosting
Network Management & Administration
Server Management & Administration
Remote Infrastructure Management & Administration
Data Center Services
Database Administration Services
Enterprise Security Services
IT Asset Management (ITAM)
Facility Management Services
Helpdesk Management Services
Availability Services
Web Hosting
Network Management & Administration
Server Management & Administration
Remote Infrastructure Management & Administration
Data Center Services
Database Administration Services
Enterprise Security Services
IT Asset Management (ITAM)
Facility Management Services
Helpdesk Management Services
Oracle E-Business Solutions
Application Development Services
Accel Software Products
- Accel UMS
- Best B
- eProsys
- Prodigy
Global Software Services
Oracle E-Business Solutions
Application Development Services
Accel Software Products
- Accel UMS
- Best B
- eProsys
- Prodigy
Global Software Services
IT Infrastructure SolutionsIT Infrastructure Solutions Infrastructure ManagementInfrastructure ManagementEnterprise Software SolutionsEnterprise Software Solutions
Accel Frontline Ltd. Confidential
Accel IMS & RIMS Portfolio
Accel Frontline Ltd. Confidential04/12/23
Physical Infrastructure
7000 Sft world-class facility
State-of-the-art HVAC System
N+1 UPS Redundancy
Automatic DC Genset
Separate NOC & Datacenter
Designed to seat 100 professionals
Equipped to run 24 x 7
Technology Infrastructure
Redundant network design
Multiple ISP connectivity
Cluster Server architecture
Toll-free Numbers
World Class Infrastructure tools
Web based Dashboard Views
Plasma Screens for Monitoring
Security Infrastructure
24 x 7 Physical Security
Access card based access control
IP Surveillance System
Authenticated Access
Firewall Friendly Infrastructure
Encrypted Data Transfer
Customer Controlled Access
Accel Frontline Ltd. Confidential
Vendor / 3rd Party / On–site CoordinationVendor / 3rd Party / On–site Coordination
A C C E L S E R V I C E SA C C E L S E R V I C E S
Data Center Remote Services
Web ServersWeb Servers DatabasesDatabases StorageStorage Infra APPSInfra APPS NetworkNetwork
• Windows• UNIX• Linux• Midrange
• IIS• iPlanet• Apache• Weblogic• Websphere
• Oracle• SQL• Sybase• DB2
• EMC• IBM• HP• Hitachi• NetApps• Dell• Tivoli
• MS Exchange• Lotus Notes• Custom• Applications
• Router• Switch• Firewall• Link Monitoring• WAN Appliance
L1 SupportL1 Support L2 SupportL2 Support L2 / L3 SupportL2 / L3 Support
24 x7 MonitoringApplication SupportBatch SchedulingBatch Job ExecutionInventory ManagementUpgrade & SW DistributionLogs Management
BuildMaintenance & PatchingSystem AdministrationUpgrade & SW DistributionInventory ManagementBackup & RecoverySecurity Admin
Technical SupportProblem ResolutionSystem PerformanceCapacity PlanningDesign & ArchitectureInventory ManagementBackup & RecoverySecurity Admin
Hands & Feet (Break fix, Tape Mgmt.) Hands & Feet (Break fix, Tape Mgmt.)
In addition, DR option at a different site with options for data replication and connectivity at <30ms
SystemsSystems
Accel Frontline Ltd. Confidential
Server Management
• Remote proactive monitoring & management of servers on a 24x7 basis for fault, performance, and security alerts.
• Remote resolution of server problems on a 24x7 basis for fault, performance, and security issues.
• Periodic and real-time scanning for vulnerabilities on servers.
• Track and report all user activity on critical servers. Identify suspicious activity and take corrective action
• Proactively backup the critical data stored in servers, and protect servers from any critical data loss or failure of storage.
Accel Frontline Ltd. Confidential
Infra Application Management Remote proactive monitoring of business application on a 24x7 basis for faults, performance, and security alerts.
Remote resolution of infrastructure application problems on a 24x7 basis for fault, performance, and security issues.
Periodic and real-time scanning for vulnerabilities on applications. .
Instantly solve any application issue with real-time access to database, middleware and web-service developers and managers.
IIS Web Server, Exchange Server, Active Directory, etc.,
Security Monitoring Intrusion Detection and Prevention.
24x7 monitoring of your mission critical information infrastructure for any internal or external threats.
Remote installation, configuration and management of security infrastructure on a 24x7 basis.
Track, audit and report all access to corporate information against standard compliance regulations
Accel Frontline Ltd. Confidential
Proactive and timely installation critical patches and manage configurations of all network devices.
Prevent downtime and intrusions.
Link Monitoring & Alerting
Router, Switch, Firewall Monitoring & management
Network Management
Desktop Management Help diagnose and identify root-cause issues for performance and security related issues with the desktop.
Ensure that the desktop is free of any virus, mal-ware, ad-ware, etc.
Identify and resolve issues related to poor performance with the desktop.
Qualified experts can remotely connect to desktop and solve any desktop issues any-time anywhere.
Accel Frontline Ltd. Confidential
Storage management • Understand the various user and application storage needs and develop an
effective storage infrastructure design.
• Install and configure storage devices that best meet the needs of end-users and business applications.
• Develop backup plans and implement backup solution to backup/archive mission-critical enterprise data for compliance and disaster-recovery scenarios.
Accel Frontline Ltd. Confidential
MSOC – RIM Service ElementManaged Services
Monitoring Services
Unlimited 24X7 Phone and Remote Support for Server Y
Unlimited 24X7 Phone and Remote Support for Desktop Y
Monitoring and Alerting Y YPatch Management for Desktops Y Patch Management for Servers Y Performance Tuning for Desktops Y Performance Tuning for Servers Y Preventive Maintenance Y Security Management and Vulnerability Assessment Y Y
Free - Total Protection for Server Y Free - Protection for Desktop Y Scripting based Management Y Security Auditing Y YEvent Log Monitoring Y YConfiguration Changes Y Dedicated Account Manager Y Environment Documentation Y YAsset Tracking (Asset Management) Y YScheduled Reports Y YUser ID Management Y Procurement Consultation Y New Product Evaluation (PS) Y Notification for Critical Alerts Y YFix Critical Alerts Y
Support Matrix
Accel Frontline Ltd. Confidential
Technical Central Service Desk - Call receipt - Call acknowledgement - Initial diagnosis - Call allocation to L2
Sr. Technical Support Staff- Diagnosis- Remediation & service restoration- Call referral or escalation
Domain Experts- Diagnosis- Remediation- Follow-up & RCA
Onsite Staff Operate under instruction from MSOC Support Staff & SMEs
Third Party Vendor- Device Specific Problems- Manufactures Product - Engineering Defects
Accel Frontline Ltd. Confidential15
Severity SLA
Critical severity 1 (S1) = High business impact
Respond to issues 10 minutes @ 98% of time Restore issues 2 hours @ 95% of time Coverage 24x7
Urgent severity 2 (S2) = Moderate-High business impact.
Respond to issues 15 minutes @ 95% of time Restore issues 4 hours @ 90% of time Coverage 24x7
Normal severity 3 (S3) = Moderate-low business impact
Respond to issues 30 minutes @ 95% of time
Restore issues within one business day (24 clock hours) @ 95% of time Business Hour Coverage
severity 4 (S4) = Scheduled requests
Respond to issues 2 business hours @95% of time Restore issues within 5 business days Only end user agreed to issues can be designated as S3 severity Business Hour Coverage
Type Service Coverage Levels
Tier 1 7AM to 7PM Time, Monday to Friday
Tier 2 7AM to 7PM Time, Monday to Friday + Out of Hours (OOH) support for Sev1 and Sev 2 incidents only
Tier 3 24*7 management service
Service Coverage & SLA / Severity
Accel Frontline Ltd. Confidential
MSOC Monitoring Tool (Sapphire IMS)
Accel Frontline Ltd. Confidential
We make it simple to work with us!
Operations delivers on daily metrics that tie into C-Suite KPIs
Operations delivers on daily metrics that tie into C-Suite KPIs
Reporting & Governance Tools
Reporting & Governance Tools
Quality Focus and Planning Techniques
Quality Focus and Planning Techniques
Operations manager translates imperatives to department goals
Operations manager translates imperatives to department goals
Operations & Transition Management
Operations & Transition Management
Experienced Account Management
Experienced Account Management
History of Long Relationships
History of Long Relationships
Expertise
Rigor
Relationship
Measurement
Consistency
Processes
Training & Recruitment Engine
Training & Recruitment Engine
Key Differentiators
Accel Frontline Ltd. Confidential 18
Why Accel?
Accel Frontline Ltd. Confidential
Compliance - Identity Management Case Study
About Etihad Airways:Etihad Airways is the National Airline of the United Arab Emirates. Etihad is based in Abu Dhabi, the capital of the United Arab Emirates
Customer Challenges: Reduce Cost Simplify user password reset, synchronization and unlock Reduce password-related helpdesk calls Simplify provisioning of roles and permissions within the IT system Centralize management of user accounts across multiple systems Establish processes for auditing user accounts Increase the efficiency and robustness of compliance processes
Solution:Etihad Airways worked with Accel Frontline team to create an identity management solution using a suite of Sun Identity Management product, as well as a new application server environment based on Sun technology. Remotely monitor & manage.
Business Results: Saved employee time by automating provisioning of access rights 80% reduction in password-related call volume Faster, simpler access to applications and information Streamlined provisioning of new users Managed from remote Accel-MSOC