GLOPORE IMSGLOPORE IMSRemote Infrastructure Management Services:Remote Infrastructure Management Services:

An Overview An Overview

GLOPORE IMSGLOPORE IMSRemote Infrastructure Management Services:Remote Infrastructure Management Services:

An Overview An Overview

Shwetha BhatBusiness Development Associate shbhat@gloporeims.com + 91 9741750999

Our Service OfferingsOur Service Offerings

Consulting &Training Services

Infrastructure & Technology Solutions

Infrastructure Management Services

IMS - Service Delivery ModesIMS - Service Delivery Modes

IMS - Service Delivery ModelIMS - Service Delivery Model

Wide Area Connectivity

GLOPORE IMSGlobal Network Operations Center (GNOC)

Tier-1

Tier-2

Tier-3

SecurityServers

Network Storage

Customer ManagementService Level ManagementRelationship Management

Operations QualityProcess and MetricsContinuous Improvement

Operations Management Shift ManagementPeople ManagementEscalation Management

AutomationProcess AutomationTechnology Testing

CUSTOMER Delivery Center

CUSTOMER Business Users

CUSTOMER IT Infrastructure

(Shared and Location Specific)

CUSTOMER Management

End User Support

Proactive Monitoring and

Management

Service & Service level Agreements, Reviews

Supplier-2

Supplier-1

Suppliers and Partners

CUSTOMER & GLOPORE IMS Partners & Suppliers

Supplier SelectionSupplier CoordinationSupplier Performance Management

Annual Maintenance Contracts

Supplier Payouts

GLOPORE IMS Onsite Support

Call ManagementFirst Level SupportVendor Management

IT Service DeskProactive MonitoringMonitoring & Alerting Service ReportingProactive – First Level

Level-2 Support Trend Analysis Proactive Improvement

Domain Specific Support

User support through Phone, Email, Incident User support through Phone, Email, Incident

ticketing systemticketing system

Incident (call) registration, tracking & update Incident (call) registration, tracking & update

notificationsnotifications

Allocation and escalation of Incidents based on their Allocation and escalation of Incidents based on their

category and prioritycategory and priority

Coordinate and follow-up for Incident resolution Coordinate and follow-up for Incident resolution

and closure and closure

Metrics collection and Report generation on Metrics collection and Report generation on

Incidents as per customer’s processes and proceduresIncidents as per customer’s processes and procedures

Create, establish and maintain effective processes Create, establish and maintain effective processes

and procedure for Service Desk operationsand procedure for Service Desk operations

User support through Phone, Email, Incident User support through Phone, Email, Incident

ticketing systemticketing system

Incident (call) registration, tracking & update Incident (call) registration, tracking & update

notificationsnotifications

Allocation and escalation of Incidents based on their Allocation and escalation of Incidents based on their

category and prioritycategory and priority

Coordinate and follow-up for Incident resolution Coordinate and follow-up for Incident resolution

and closure and closure

Metrics collection and Report generation on Metrics collection and Report generation on

Incidents as per customer’s processes and proceduresIncidents as per customer’s processes and procedures

Create, establish and maintain effective processes Create, establish and maintain effective processes

and procedure for Service Desk operationsand procedure for Service Desk operations

Service Delivery CapabilitiesService Delivery CapabilitiesEnterprise Service DeskEnterprise Service Desk

What We doWhat We do

Sapphire IMSSapphire IMS

CA UnicenterCA Unicenter

Service Desk PlusService Desk Plus

Sapphire IMSSapphire IMS

CA UnicenterCA Unicenter

Service Desk PlusService Desk Plus

Service Desk – ToolsService Desk – ToolsWhat We UseWhat We Use

Installation and configuration of standard desktops, Installation and configuration of standard desktops,

laptops, standard applications and peripheralslaptops, standard applications and peripherals

Support on Windows, MAC &Linux Desktop/Laptop OSSupport on Windows, MAC &Linux Desktop/Laptop OS

Support on the standard desktop applications ( Office, Support on the standard desktop applications ( Office,

Email, Internet etc…)Email, Internet etc…)

First Level Support on custom desktop ApplicationsFirst Level Support on custom desktop Applications

Support on network connectivity Support on network connectivity

desktop and laptop network desktop and laptop network

printer connectivityprinter connectivity

Installation, Configuration & troubleshooting of Printers Installation, Configuration & troubleshooting of Printers

& Scanners& Scanners

Support on antivirus installation, updation, Support on antivirus installation, updation,

configuration and troubleshooting on desktops/ laptopsconfiguration and troubleshooting on desktops/ laptops

Installation and configuration of standard desktops, Installation and configuration of standard desktops,

laptops, standard applications and peripheralslaptops, standard applications and peripherals

Support on Windows, MAC &Linux Desktop/Laptop OSSupport on Windows, MAC &Linux Desktop/Laptop OS

Support on the standard desktop applications ( Office, Support on the standard desktop applications ( Office,

Email, Internet etc…)Email, Internet etc…)

First Level Support on custom desktop ApplicationsFirst Level Support on custom desktop Applications

Support on network connectivity Support on network connectivity

desktop and laptop network desktop and laptop network

printer connectivityprinter connectivity

Installation, Configuration & troubleshooting of Printers Installation, Configuration & troubleshooting of Printers

& Scanners& Scanners

Support on antivirus installation, updation, Support on antivirus installation, updation,

configuration and troubleshooting on desktops/ laptopsconfiguration and troubleshooting on desktops/ laptops

Service Delivery CapabilitiesService Delivery CapabilitiesEnd User SupportEnd User Support

What We doWhat We do

Desktops / LaptopsDesktops / Laptops

Desktop operating systems Desktop operating systems (Windows / Linux/Mac)(Windows / Linux/Mac)

Standard Applications Standard Applications supportsupport

Standard peripherals Standard peripherals support (printers, scanners)support (printers, scanners)

Desktops / LaptopsDesktops / Laptops

Desktop operating systems Desktop operating systems (Windows / Linux/Mac)(Windows / Linux/Mac)

Standard Applications Standard Applications supportsupport

Standard peripherals Standard peripherals support (printers, scanners)support (printers, scanners)

Infrastructure ComponentsInfrastructure Components

Installation, Configuration and administration Installation, Configuration and administration standard Server operating systems standard Server operating systems

Server Monitoring:Server Monitoring:Availability /Capacity /PerformanceAvailability /Capacity /PerformanceAlerting and escalationAlerting and escalation

Server OS ManagementServer OS ManagementAvailability /Capacity /PerformanceAvailability /Capacity /PerformancePatches and Updates/ Service packsPatches and Updates/ Service packsChange and ConfigurationChange and Configuration

OS AdministrationOS AdministrationCreation & deletion of Users, groupsCreation & deletion of Users, groupsConfiguring account policy, Access and Configuring account policy, Access and password controlpassword controlConfiguration & maintenance of standard Configuration & maintenance of standard local and network serviceslocal and network services

Installation, Configuration and administration Installation, Configuration and administration standard Server operating systems standard Server operating systems

Server Monitoring:Server Monitoring:Availability /Capacity /PerformanceAvailability /Capacity /PerformanceAlerting and escalationAlerting and escalation

Server OS ManagementServer OS ManagementAvailability /Capacity /PerformanceAvailability /Capacity /PerformancePatches and Updates/ Service packsPatches and Updates/ Service packsChange and ConfigurationChange and Configuration

OS AdministrationOS AdministrationCreation & deletion of Users, groupsCreation & deletion of Users, groupsConfiguring account policy, Access and Configuring account policy, Access and password controlpassword controlConfiguration & maintenance of standard Configuration & maintenance of standard local and network serviceslocal and network services

Service Delivery CapabilitiesService Delivery CapabilitiesServer ManagementServer Management

What We doWhat We do

Windows ServersWindows Servers2003200320082008SBS 2003SBS 2003

Unix/Linux ServersUnix/Linux ServersSolarisSolarisHP-UXHP-UXRed hat LinuxRed hat LinuxAIXAIX

Standard Network ServicesStandard Network ServicesADADExchange 2003/2007Exchange 2003/2007DNSDNSDHCPDHCPNIS & NFSNIS & NFSSambaSamba … … and moreand more

Windows ServersWindows Servers2003200320082008SBS 2003SBS 2003

Unix/Linux ServersUnix/Linux ServersSolarisSolarisHP-UXHP-UXRed hat LinuxRed hat LinuxAIXAIX

Standard Network ServicesStandard Network ServicesADADExchange 2003/2007Exchange 2003/2007DNSDNSDHCPDHCPNIS & NFSNIS & NFSSambaSamba … … and moreand more

Key Competence AreasKey Competence Areas

Installation, Configuration & Administration of Installation, Configuration & Administration of standard Network Devicesstandard Network Devices

LAN, WAN and VPN Monitoring:LAN, WAN and VPN Monitoring:Availability / Capacity / UtilizationAvailability / Capacity / UtilizationPerformancePerformanceAlerting and escalationAlerting and escalationReportingReporting

LAN, WAN and VPN ManagementLAN, WAN and VPN ManagementAvailability/Capacity/Performance:Availability/Capacity/Performance:Patches and Updates Patches and Updates Change and ConfigurationChange and ConfigurationCoordination with ISPs for LinksCoordination with ISPs for Links

LAN and WAN AdministrationLAN and WAN AdministrationMaintenance of VLANsMaintenance of VLANsIP address Management (LAN/WAN/VPN)IP address Management (LAN/WAN/VPN)Activation and deactivation of PortsActivation and deactivation of PortsPreventive MaintenancePreventive MaintenanceAccess and Password Control Access and Password Control Support on LAN/WAN/VPN issuesSupport on LAN/WAN/VPN issues

Installation, Configuration & Administration of Installation, Configuration & Administration of standard Network Devicesstandard Network Devices

LAN, WAN and VPN Monitoring:LAN, WAN and VPN Monitoring:Availability / Capacity / UtilizationAvailability / Capacity / UtilizationPerformancePerformanceAlerting and escalationAlerting and escalationReportingReporting

LAN, WAN and VPN ManagementLAN, WAN and VPN ManagementAvailability/Capacity/Performance:Availability/Capacity/Performance:Patches and Updates Patches and Updates Change and ConfigurationChange and ConfigurationCoordination with ISPs for LinksCoordination with ISPs for Links

LAN and WAN AdministrationLAN and WAN AdministrationMaintenance of VLANsMaintenance of VLANsIP address Management (LAN/WAN/VPN)IP address Management (LAN/WAN/VPN)Activation and deactivation of PortsActivation and deactivation of PortsPreventive MaintenancePreventive MaintenanceAccess and Password Control Access and Password Control Support on LAN/WAN/VPN issuesSupport on LAN/WAN/VPN issues

Service Delivery CapabilitiesService Delivery CapabilitiesNetwork ManagementNetwork Management

RoutersRouters

CiscoCiscoJuniperJuniperGatewayGatewayDAXDAX

SwitchesSwitches

CiscoCiscoDlinkDlink3 Com3 ComHP HP FoundryFoundry

WirelessWireless

CiscoCiscoDlinkDlinkNet GearNet GearLinksysLinksys

Firewall / UTMFirewall / UTM

CiscoCiscoDlinkDlinkNet GearNet GearLinksysLinksys

What We doWhat We do Key Competence AreasKey Competence Areas

StorageStorageInstallation and configuration of Storage Servers/Devices Installation and configuration of Storage Servers/Devices Storage Management to ensure availability, capacity and Storage Management to ensure availability, capacity and performanceperformancePatch and update management Patch and update management Change and Configuration ManagementChange and Configuration ManagementStorage Administration Storage Administration

Create policies for folder creation and quota managementCreate policies for folder creation and quota managementImplement Access and Password ControlImplement Access and Password ControlSupport on Storage access issuesSupport on Storage access issues

BackupBackupCreation and maintenance of Backup plans and proceduresCreation and maintenance of Backup plans and proceduresSchedule and Perform backups Schedule and Perform backups Monitor for backup failures and take actions Monitor for backup failures and take actions Data restoration – need based Data restoration – need based Housekeeping of Backup LogsHousekeeping of Backup LogsProduce periodic Backup reports Produce periodic Backup reports Backup Media AdministrationBackup Media Administration

Register maintenance for media storage (offsite and Register maintenance for media storage (offsite and onsite)onsite)Media Labeling Media Labeling Media rotation and expiry management Media rotation and expiry management Storage in fire proof cabinetStorage in fire proof cabinet

StorageStorageInstallation and configuration of Storage Servers/Devices Installation and configuration of Storage Servers/Devices Storage Management to ensure availability, capacity and Storage Management to ensure availability, capacity and performanceperformancePatch and update management Patch and update management Change and Configuration ManagementChange and Configuration ManagementStorage Administration Storage Administration

Create policies for folder creation and quota managementCreate policies for folder creation and quota managementImplement Access and Password ControlImplement Access and Password ControlSupport on Storage access issuesSupport on Storage access issues

BackupBackupCreation and maintenance of Backup plans and proceduresCreation and maintenance of Backup plans and proceduresSchedule and Perform backups Schedule and Perform backups Monitor for backup failures and take actions Monitor for backup failures and take actions Data restoration – need based Data restoration – need based Housekeeping of Backup LogsHousekeeping of Backup LogsProduce periodic Backup reports Produce periodic Backup reports Backup Media AdministrationBackup Media Administration

Register maintenance for media storage (offsite and Register maintenance for media storage (offsite and onsite)onsite)Media Labeling Media Labeling Media rotation and expiry management Media rotation and expiry management Storage in fire proof cabinetStorage in fire proof cabinet

Service Delivery CapabilitiesService Delivery CapabilitiesBackup and Storage ManagementBackup and Storage Management

Key Competence AreasKey Competence AreasWhat We doWhat We do

Backup SoftwareBackup Software

VERITASVERITASNetVaultNetVaultAcronisAcronisWindows Windows Native backupNative backupTar and cpioTar and cpio

StorageStorage

DASDASNASNASSANSAN

VendorsVendorsHPHPDELLDELLIBMIBMNetVaultNetVaultVERITASVERITASAcronisAcronis… … &more&more

VendorsVendorsEMCEMC22

SunSunNetAppNetAppHPHPDELLDELLIBMIBM

Configuration and Administration of Information Configuration and Administration of Information Security DevicesSecurity DevicesUTM / Firewall monitoringUTM / Firewall monitoring

Availability / Capacity / PerformanceAvailability / Capacity / PerformanceUTM / Firewall ManagementUTM / Firewall Management

Availability / Capacity / PerformanceAvailability / Capacity / PerformancePatches and Updates Patches and Updates Change and ConfigurationChange and Configuration

Firewall and Antivirus Administration Firewall and Antivirus Administration IPS and IDS IPS and IDS VPNVPNAccess and Password controlAccess and Password controlPolicy creation and enforcement Policy creation and enforcement

Enterprise Antivirus Service ManagementEnterprise Antivirus Service ManagementAntivirus updates for desktop and serversAntivirus updates for desktop and serversAntivirus scan & signature update schedulingAntivirus scan & signature update scheduling

Configuration and Administration of Information Configuration and Administration of Information Security DevicesSecurity DevicesUTM / Firewall monitoringUTM / Firewall monitoring

Availability / Capacity / PerformanceAvailability / Capacity / PerformanceUTM / Firewall ManagementUTM / Firewall Management

Availability / Capacity / PerformanceAvailability / Capacity / PerformancePatches and Updates Patches and Updates Change and ConfigurationChange and Configuration

Firewall and Antivirus Administration Firewall and Antivirus Administration IPS and IDS IPS and IDS VPNVPNAccess and Password controlAccess and Password controlPolicy creation and enforcement Policy creation and enforcement

Enterprise Antivirus Service ManagementEnterprise Antivirus Service ManagementAntivirus updates for desktop and serversAntivirus updates for desktop and serversAntivirus scan & signature update schedulingAntivirus scan & signature update scheduling

Service Delivery CapabilitiesService Delivery CapabilitiesInformation Security ManagementInformation Security Management

Key Competence AreasKey Competence AreasWhat We doWhat We do

UTMUTMFortigateFortigateCyberoamCyberoamDlinkDlinkCisco ASACisco ASASonicwallSonicwallJuniperJuniper… … and moreand more

FirewallsFirewallsCheckpointCheckpointSunscreenSunscreenIptablesIptablesCisco PIXCisco PIX… … &more&more

Antivirus SolutionsAntivirus SolutionsSymantecSymantecMcAfeeMcAfeeKasperskyKasperskyTrend MicroTrend MicroCA eTrustCA eTrust… … and moreand more

Database Management Services include the following: Consulting Database Administration Database Monitoring

Database Consulting Database software evaluation, Database backup and Recovery Design, Capacity planning, Security policies etc

Database Administration Install, create, administer Databases, Performance tuning, Backup and Recovery, Patch installation, Migration, Proactive maintenance and Management etc

Database Monitoring Database instance availability, Query and Transaction Monitoring, Replication, Job Monitoring etc

Database Management: ServicesDatabase Management: Services

Service Delivery CapabilitiesService Delivery CapabilitiesSupplier ManagementSupplier Management

Key Competence AreasKey Competence AreasWhat We doWhat We do

Maintain Supplier databaseMaintain Supplier databaseLog Incidents (calls) with Suppliers.Log Incidents (calls) with Suppliers.Coordinate with the Suppliers for problems Coordinate with the Suppliers for problems resolutionsresolutionsMaintain warranty and AMC detailsMaintain warranty and AMC detailsMonitor and alert AMC/ Warranty renewalsMonitor and alert AMC/ Warranty renewalsGenerate periodic reports and share with Generate periodic reports and share with managementmanagementReceive and update new vendor details from on any Receive and update new vendor details from on any new procurementsnew procurementsProvide details of equipments to asset management Provide details of equipments to asset management interface on requestinterface on request

Maintain Supplier databaseMaintain Supplier databaseLog Incidents (calls) with Suppliers.Log Incidents (calls) with Suppliers.Coordinate with the Suppliers for problems Coordinate with the Suppliers for problems resolutionsresolutionsMaintain warranty and AMC detailsMaintain warranty and AMC detailsMonitor and alert AMC/ Warranty renewalsMonitor and alert AMC/ Warranty renewalsGenerate periodic reports and share with Generate periodic reports and share with managementmanagementReceive and update new vendor details from on any Receive and update new vendor details from on any new procurementsnew procurementsProvide details of equipments to asset management Provide details of equipments to asset management interface on requestinterface on request

SLA MeasurementSLA MeasurementSLA enforcementSLA enforcementSLA negotiationSLA negotiationVendor SelectionVendor Selection

Why GLOPORE IMS?Why GLOPORE IMS?Benefits of ITSM from GLOPORE IMSBenefits of ITSM from GLOPORE IMS

Enable Growth: Customer‘s I T Management Team get to focus on core/strategic initiativesEnable Growth: Customer‘s I T Management Team get to focus on core/strategic initiativesHigher Availability: Through reduced human error and mean-time-to-repairHigher Availability: Through reduced human error and mean-time-to-repairIncrease Quality: Using de-facto IT Service Management standards like ITIL®Increase Quality: Using de-facto IT Service Management standards like ITIL®Increase Agility: By increasing speed to deployment, ability to scale and to reconfigureIncrease Agility: By increasing speed to deployment, ability to scale and to reconfigureReduce Total Cost of Ownership: Through pro-active management and lower Reduce Total Cost of Ownership: Through pro-active management and lower cap-ex/operational costcap-ex/operational costCommitments based on Service Level Agreements and not against resource countCommitments based on Service Level Agreements and not against resource countAccess to larger and best-in-class pool of skills, knowledge, processes and tools available with Access to larger and best-in-class pool of skills, knowledge, processes and tools available with GLOPORE IMSGLOPORE IMSAssured & consistent quality of Service delivery through the process excellence of GLOPORE Assured & consistent quality of Service delivery through the process excellence of GLOPORE IMS Managed services practice in alignment with global best practice (ITIL®) and international IMS Managed services practice in alignment with global best practice (ITIL®) and international standards (ISO/IEC 20000 and ISO/IEC 27001)standards (ISO/IEC 20000 and ISO/IEC 27001)

Quality and Continual Service ImprovementQuality and Continual Service Improvement GLOPORE IMS will execute a quality management program to focus on continuous improvementGLOPORE IMS will execute a quality management program to focus on continuous improvementof procedures to provide better customer service and cost efficient services.of procedures to provide better customer service and cost efficient services.GLOPORE IMS utilizes ITIL driven process based approach to achieve Continual ServiceGLOPORE IMS utilizes ITIL driven process based approach to achieve Continual ServiceImprovement. The Continual Service Improvement begins with root cause analysis andImprovement. The Continual Service Improvement begins with root cause analysis andanalysis of services level trends delivered by GLOPORE IMS and end user/customer feedbackanalysis of services level trends delivered by GLOPORE IMS and end user/customer feedbackprocess. process.

Service Quality Measurement & Service Quality Measurement & ImprovementImprovement

SLA BasedSLA BasedResponse Time (From Call Registered to Call Resolution Start)Response Time (From Call Registered to Call Resolution Start)Resolution Time (From Call Registered to Call Closure)Resolution Time (From Call Registered to Call Closure)Timely Technical/Hierarchy EscalationsTimely Technical/Hierarchy EscalationsL1 Resolution RateL1 Resolution RateL2/L3 Escalation RateL2/L3 Escalation Rate

End-user Based Feedback SurveyEnd-user Based Feedback SurveyIncident Closure Satisfaction SurveyIncident Closure Satisfaction SurveyQuarterly End User SurveyQuarterly End User Survey

Continuous Improvement BasedContinuous Improvement BasedIncidents Trend Analysis and RecommendationsIncidents Trend Analysis and RecommendationsQuarterly Increasing the Process Effectiveness and EfficiencyQuarterly Increasing the Process Effectiveness and Efficiency

Customer/End-User Complaint Handling System (CCHS)Customer/End-User Complaint Handling System (CCHS)Ops. Coordinator Account Manager ManagementOps. Coordinator Account Manager Management

Reporting and ReviewsReporting and Reviews

Weekly Reviews with GLOPORE IMS Onsite team and customer’s IT teamWeekly Reviews with GLOPORE IMS Onsite team and customer’s IT teamMonthly Operations Coordinator Meeting with Monthly Operations Coordinator Meeting with customer’s customer’s IT TeamIT TeamQuarterly Operations Coordinator /Account Manager Meeting with Quarterly Operations Coordinator /Account Manager Meeting with customer’s customer’s IT TeamIT TeamAnnual SLR/SLA ReviewAnnual SLR/SLA ReviewManagement Voice of the CustomerManagement Voice of the Customer

GLOPORE IMS Recruitment ProcessGLOPORE IMS Recruitment ProcessHiring procedures for GLOPORE IMS emphasize upon the competency & reference checks to Hiring procedures for GLOPORE IMS emphasize upon the competency & reference checks to

assure efficiency and performance. All resources hired for Customers would go through the same assure efficiency and performance. All resources hired for Customers would go through the same

checks as mentioned above and would also undergo following trainings from GLOPORE IMS based checks as mentioned above and would also undergo following trainings from GLOPORE IMS based

on the final scope for the Customer:on the final scope for the Customer:

Culture & Industry OverviewCulture & Industry Overview

Soft Skills TrainingSoft Skills Training

Process & Ticket ManagementProcess & Ticket Management

Technical Training (L1 resources)Technical Training (L1 resources)

Employee Development & Retention:Employee Development & Retention:Process Trainings – ITIL, ITSM, ISO 20000Process Trainings – ITIL, ITSM, ISO 20000

Technology Trainings – General and specialization related trainingsTechnology Trainings – General and specialization related trainings

Rotation policy – new opportunity for new resources , technical promotion to existing Rotation policy – new opportunity for new resources , technical promotion to existing

resourcesresources

Internal trainings and presentation on technical areasInternal trainings and presentation on technical areas

Remuneration on par with Industry standardsRemuneration on par with Industry standards

THANKTHANK YOUYOU