solution based approach : : : : : building relationships through partnerships
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Solution Based Approach : : : : : Building relationships through partnerships. www.sbainfo.in. About Us. Recognitions for growth: Offering IT services & Solutions since 1991 VMware Enterprise Partner NetApp Silver Partner IBM Advance Partner - PowerPoint PPT PresentationTRANSCRIPT
Solution Based Approach : : : : : Building relationships through partnerships
www.sbainfo.in
About UsRecognitions for growth:
• Offering IT services & Solutions since 1991
• VMware Enterprise Partner
• 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
Our DNA:
• Tech Support focused services
• 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)
Application Monitoring & ManagementAsset ManagementData Center Monitoring & ManagementDesktop ManagementMessaging & CollaborationServer Monitoring & ManagementStorage ManagementVirtualization & Consolidation
Network Infrastructure (Back-end Support)
Unified Communications Design Support & Remote Provisioning Converged Network Design & SupportReactive Network Support (Level 1, 2 & 3 Support)
Day 2 Support (Extended NOC Services)
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
SBA Network Operations Center
NMS System
VPN Connectivity To Central
NOC-
Sonic Wall
Customer ALocation
VPN Tunnel to NOC
Internet
Each customer network is connected to the SBA NOC through a secure VPN connection, limiting SNMP and ICMP traffic.
Customer BLocation
VPN Tunnels to Central Office
NMS Tool & Service Deskused by SBA & Client
NMS Backup
NOC Process Overview
Priority Levels
Priority Level Description Response Time*
Resolution Time**
Closure Time***
P1: Critical(5-Very High )
A Problem that affects entire process/Network or 80% of the users in the Head office
< 4 Hours < 8 Hours < 8 hours
P2: Major (4- High )
A problem that affects a typical user < 6 Hour Next Business Day
P3: Minor (3-Normal )
A problem that affects the productivity of a user/users (such as performance of a system is slow)Planned Installation, Movement of equipment, addition / deletion of Hardware / Software
Next Business Day
2 Business Days
P4: Planned Activities(3-Normal )
These are basic activities that involve multiple 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.
As per Mutually Agreeable Terms
*(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
30 minutes to new shift
10 minutes to new shift
5 minutes of new shift
Shift handoff form preparation
Shift handoff takeoff meeting
Shift Takeover signoff and mail
sent
Shift Changeover flowOutgoing Shift Tasks:
Highlight all major priority incidents in the handoff sheet
Prepare schedule activity and maintenance for next incoming shift
Prepare Shift activity report
Incoming Shift Tasks:
Sign on and decide the handling of incidents
Allocate analysts for the schedule activity and maintenance
Shift Lead decides engineer and task allocation
Transition Process
Knowledge Transfer
Stabilize Process
TransitionProgram Plan Layout
>> Current Environment Study
>> Initial Engagement Plan
>> Plans for Knowledge Transfer Phase
>> Study Previous Problems
>> Identify externals & Dependencies
>> Current Environment Study
>> Initial Engagement Plan
>> Plans for Knowledge Transfer Phase
>> Study Previous Problems
>> Identify externals & Dependencies
>> Understand present Infrastructure
>> Understand Technologies Used
>> Understand current process and SLA & Escalation Matrices
>> Quality Process
>> Security Process
>> Reporting Procedures
>> Understand present Infrastructure
>> Understand Technologies Used
>> Understand current process and SLA & Escalation Matrices
>> Quality Process
>> Security Process
>> Reporting Procedures
>> Ramp up as per Schedule
>> Process Transition
>> Establish Performance Parameters
>> Reporting
>> Ensuring SLA Parameters are met
>> Backup Plan
>> Ramp up as per Schedule
>> Process Transition
>> Establish Performance Parameters
>> Reporting
>> Ensuring SLA Parameters are met
>> Backup Plan
>> Finalize Process & Quality guide book in line with SLA
>> Implementation of all processes across all technologies
>> Set up Project Manager
>> Project Management
>> Risk Management
>> 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
Storage
EMC
Netapp
IBM
HP
Hitachi
NMS Tools
Kaseya
Tivoli
HP Openview
Solarwinds
N-Able
IT 360
Nagios
Microsoft
Active Directory Services
Exchange Server
SharePoint
HyperV
Virtualization
VMware
Hyper V
Cisco
Unified communications
wireless
Contact Center
MPLS/ VPN
Security
Citrix
Xen Desktop
Xen Server
Opencloud
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!
SBA – The right Partner with right Delivery
Contact Us:
SBA Info Solutions Private LimitedNo:19, “SBA House”, 46th StreetAshok Nagar, Chennai , Tamilnadu, India. Pin 600083.Ph: +91 44 24897598 (3 Lines)Email: [email protected]: www.sbainfo.in US Phone: +1 206 792 9394