CONTROL-M Level 1 Support Services

This service is sold along with software licenses and replaces BMC Level 1 Support

•GSS America provides telephonic and email support services for BMC CONTROL-M.•Technical advise will be provided to client over email or Telephone Call.•WebEx is used to access CONTROL-M environment for diagnosing and fixing the issues if required.•For every incident reported by client, support team open’s a ticket in remedy and progress can be tracked.

CONTROL-M Training Services

• GSS America has a pool of skilled BMC CONTROL-M trainers and offers training services to clients.

• Enhances the skills of existing CONTROL-M staff.• GSS America provides three levels of training

– Scheduler 1 - Operator Training (Introduction to CONTROL-M and its concepts)

– Scheduler 2 – Scheduler Training

– Administrator Training – Covers all aspects of product administration from installation to troubleshooting

• Training is delivered on-site, online (Web) or at GSS America’s training facilities in Hyderabad.

CONTROL-M Migration Services

• GSS America has wide Upgrade and Migration Experience with CONTROL-M, be it a upgrade/migration from older versions to the latest or migrating from other job schedulers to BMC CONTROL-M.

• Over 500 CONTROL-M Upgrade/Migration projects successfully completed.

• Expertise in migrating the production environment from almost all Job Schedulers to CONTROL-M, including custom developed applications.

• Developed specialized tools to automate the migration process and reduce error percentage, manual intervention, time and Cost.

GSS RIM Support Services for CONTROL-M

ReportsReports

DeliverablesDeliverables

•Server Availability & Performance statistics

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•Service Performance report•Performance & Trend Analysis

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•24 x 7 production job monitoring.

•Alert monitoring and handling.

•Perform simple fixes like job re-run, one time job editing if possible.

•Escalating Job failures, Service delays and other exceptions.

•Providing product documentation / product updates.

•Advising product Fix Packs.

•Job scheduling

•Calendar management

•Trouble shooting with CONTROL-M server and agent connectivity issues

• Trouble shooting with NOTOK jobs.

•CONTROL-M component management from Configuration Manager

• Trouble shooting with EM/Server connectivity issues.

•Creating and managing shout destinations.

•Starting and Stopping services and scripts.

• Job Sysout and Log handling.

•Installing and configuring CONTROL-M components

•Trouble shooting with CONTROL-M Components

•CONTROL-M server Administration

•Migration

•Database mirroring and trouble shooting

•Cluster management

•Database size and capacity planning

•SSL Administration and management.

•Corba configuration and trouble shooting

•CONTROL-M security and Authorizations.

GSS America BMC Relationship

• Elite BMC Partner• Certified Services Provider

– Certified First Level Support

– Certified Training Instructors

– Conversion and Implementation Experts - Real Life Expertise• BMC Technology Alliance Program

– BMC MarketZone Certified Product Offerings• Worldwide Presence• Dedicated Support

– Level 1

– Managed Services• Dedicated Development Team that creates custom CONTROL-M application

enhancements and interfaces

GSS Introduction

• GSS America was founded in 1999 and has since been a leading Global IT Services company focused on providing scalable and cost-effective solutions using global delivery model.

• Acquired Infospectrum Consulting in 2006• Certifications

– CMMi Level 3 Certified– ISO 9001– ISO 2000– ISMS 27001

• Global Footprint includes offices in: – India– Dubai– Kingdom of Saudi Arabia– United States– Singapore/Malaysia

• Annual Revenue of approx. 100 Million USD• Staff of 1,000+ Globally

GSS America BMC Products and Services

• Software– GSS America Application Interfaces– GSS Web – A tool which web enables the BMC Enterprise Manager GUI

(much like Citrix) http://ctm2k3.gssamerica.com/gssweb– GSS Reporting Facility which provides over 75 customizable reports specific

for the customer’s CONTROL-M environment. http://ctm2k3.gssamerica.com/ReportFacility

• Services– Level 1 Application Support– Control-M Upgrade / Migration– Control-M Training– Remote Infrastructure Managed Services Support

Questions?