eircom Managed Services

eircom Managed ServicesProviding better value for your ICT investmentProvidingg bettter value for your ICT investment

2 eircom Managed Services

Introduction to eircom Managed Services

Aligning business and IT has never been more important

Business today moves faster. Customers expect rapid service, business systems need to run 24/7 and there’s a heightened focus on driving effi ciencies. With increased pressure on IT teams to enable business change and growth, there’s no time for downtime.

To keep pace with change and the market, organisations are turning to more sophisticated Information and Communications Technology (ICT) solutions. Businesses use ICT to drive productivity and improved customer service, but fi nd themselves challenged by complex solutions that integrate a wide variety of technologies.

Get more from your IT investment

We developed eircom Managed Services to help organisations get better value from their ICT investments. Our customers benefi t from a partnership that unites the best technologies with Ireland’s best engineering talent, a team that is experienced in delivering and managing some of the largest ICT projects in the country.

eircom is Ireland’s number one integrator of converged solutions across fi xed voice, mobile, data, security and IT infrastructure. Our managed services help reduce cost and improve the reliability of the ICT estate that your productivity depends on, no matter how complex your estate becomes.

eircom Managed Services are easy to scale up or down and they’re available on an operational expenditure basis, so your technology investment is predictable and controlled.

Aligning business and IT has neverbeen more important

Business today moves faster. Customers expectrapid service, business systems need to run 24/7 and there’s a heightened focus on drivingeffi ciencies. With increased pressure on IT teams to enable business change and growth, there’sno time for downtime.

To keep pace with change and the market,organisations are turning to more sophisticatedInformation and Communications Technology (ICT) solutions. Businesses use ICT to drive productivity and improved customer service, but fi nd themselves challenged by complexsolutions that integrate a wide varietyof technologies.

Get more from your IT investmmment

We developed eircom Managed SServices tohelp organisations get better vaalue from theirICT investments. Our customerrs bbenefi t from a partnership that unites the beest technologieswith Ireland’s best engineering talent, a team that is experienced in deliveringg annd managing some of the largest ICT projectss inn the country.

eircom is Ireland’s number one inttegrator of converged solutions across fi fixeed voice, mobile, data, security and IT inffrasstructure. Our managed services help reducee cost and improve the reliability of the ICTT estate that your productivity depends on, nno matter how complex your estate becomes.

eircom Managed Services are eeasyy to scale up or down and they’re available oon aan operationalexpenditure basis, so your technology


investment is predictable and conttrolled.

eircom Managed Services 3

Achieve the ICT quality business demands

eircom has built Ireland’s most advanced Customer Response Centre, a centre of engineering excellence. The eircom CRC provides a single point of contact for our managed service customers in the event of an incident or event, 24 hours a day. Our CRC engineers use proven ITIL processes to manage customer queries to resolution, which means your service quality is consistent and of a high standard.

eircom Managed Services have achieved the quality standard for IT service management, ISO 20000. This accreditation confi rms that the way we provide, manage and service eircom Managed Services has been certifi ed as best in class and that we strive for continuous improvement.

“eircom fully embraced the ‘certifi cation journey’. It was clear from the outset that there was a real commitment to achieving certifi cation to improve service, not just for the ‘standard’. The standard was used as a benchmark, most defi nitely, but throughout the process, it was clear that the team wished to change the culture of the service delivery organisation. They managed to take the right amount of time to get their processes right, both to ensure adherence to the certifi cation, but always putting the customer fi rst.”

Catherine Howard ISO 20000-1 Certifi cation Specialist


Achieeeve the ICT quality business demaaands

eircom has built Irreland’s most advanced Customer Respponnse Centre, a centre ofengineering exccellence. The eircom CRCprovides a single ppoint of contact for ourmanaged servicce ccustomers in the event of an incident or eeveent, 24 hours a day. Our CRC engineers use pprooven ITIL processes to manage customer queriies to resolution, which means your service qualitty is consistent and of ahigh standard.

eircom Manageed Services have achieved the quality standardd foor IT service management, ISO 20000. Thiss acccreditation confi rms that the way we proovidde, manage and service eircom Manageed Services has been certifi ed asbest in class andd that we strive for continuousimprovement.

“eircom fully embraced the ‘certifi cation journey’. It was clear from the outset that there was a real commitment to achieving certifi cation to improve service, not just for the ‘standard’.The standard was used as a benchmark, mostdefi nitely, but throughout the process, it was clear that the team wished to change theculture of the service delivery organisation.They managed to take the right amount oftime to get their processes right, both toensure adherence to the certifi cation, butalways putting the customer fi rst.”

Catherine HowardISO 20000-1 Certifi cation Specialist


Contents & quick links



Contents at a glance

Overview of Managed ServicesManaged Services that drive business value ISO certifi ed eircom AssureNet eircom Managed Security eircom Managed IT Powerful reporting capabilities

Why eircom Managed ServicesCustomers trust eircom Managed Services Meet our team Why choose eircom?

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Contenttts at a glance

Overview off Managed ServicesManaged Services thhat drive business valueISO certifi ed eircom AssureNet eircom Managed Securittyeircom Managed IT Powerful reporting caapaabilities

Why eircom Managed ServicesCustomers trust eircom Managed Services Meet our teamWhy choose eircom?

68

10121417

202227


Overview of eircom Managed Services



.

Choosing eircom Managed Services delivers business value by helping you save time and optimise your ICT practices. The scale of eircom’s capabilities and experience, and the integrated service we offer, allow you to partner with confi dence while you focus on your core business activities.

Our engineers, ISO-certifi ed processes and industry-leading platforms deliver you reliable network performance, better security and a clear return on your ICT investment:

Leverage our economies of scale. We have • invested in our people, our next generation network and our managed services centre so that you don’t have to.

Free up your IT resources to work • on strategic projects that enhance competitiveness.

Access up-to-date skills including advanced • network management, IT security and virtualisation expertise.

Simplify and modernise IT practices and • infrastructure that may be affecting your productivity and business agility.

Improve your ability to look ahead and • budget for IT, with affordable services on an operational expenditure basis, eliminating the need for capital expenditure.

Managed Networks

Managed ITManaged Services withworld-class data centresat the coreeircom Managed Services are housed in our network of world-class Irish data centres, resiliently interconnected to ensure consistent availability of critical services. eircom has invested signifi cantly to create Ireland’s largest network of carrier-neutral data centres, with low latency interconnectivity with US, European and UK links.

Managed Networks

ManagedSecurity

Managed IT

Managed services that drive business value


.

Choosing eircomm MManaged Services deliversbusiness value bby hhelping you save time andoptimise your ICCT practices. The scale of eircom’s capabilitiees and experience, and theintegrated service we offer, allow you to partnerwith confi dencee wwhile you focus on your corebusiness activities.

Our engineers, ISO-certifi ed processes andindustry-leading platforms deliver you reliablenetwork performance, better security and a clear return on your ICT investment:

Leverage our economies of scale. We have•invested in our people, our next generationnetwork and our managed services centreso that you don’t have to.

Free up your IT resources to work•on strategic projects that enhance competitiveness.

Access up-to-date skills including advanced•network management, IT security and virtualisation expertise.

Simplify and modernise IT practices and • infrastructure that may be affecting yourproductivity and business agility.

Improve your ability to look ahead and • budget for IT, with affordable services on an operational expenditure basis, eliminatingthe need for capital expenditure.

Managgedd Networks

Managed ITMannnaged Services withManaged ITManaged ITworrld-class data centres

Managed ITManaged IT

at thhhe coreeircommm Managed Services are housed in ourr network of world-class Irish datacentrrees, resiliently interconnected to ensurree consistent availability of criticalserviccees. eircom has invested signifi cantlyto creeate Ireland’s largest networkof carrier-neutral data centres, with low laaatency interconnectivity with US, Europppean and UK links.

MMManagedNNNetworks

ManagedSecurity

Managed IT


ISO certifi ed: your guarantee of ICT service quality eircom has achieved the demanding ISO 20000 certifi cation, the quality standard for IT service management. This assures our customers that the eircom Managed Services they rely on are delivered professionally, perform reliably and contribute to the success of their organisations. The certifi cation signifi es that the way we service, provide and manage eircom solutions is world-class.

Our ISO accreditation allows our customers to initiate and deepen their ICT partnerships with us in confi dence, and see enhanced benefi ts as the technologies they use become more sophisticated and more business-critical.

Industry-leading processes and technology

We have invested in next generation IT infrastructure management platforms, which are at the heart of our ability to deliver a suite of proactive managed services. Our platforms, together with our expert teams and up-to-date ITIL processes, allow us to maintain the integrity, availability and performance of your business-critical systems. Features include:

Comprehensive Service Desk• capabilities including service request, problem management, change and release management, knowledge management and service level management.

eircom has achieved the demanding ISO 20000certifi cation, the quality standard for IT service management. This assures our customers that the eircom Managed Services they rely on are delivered professionally, perform reliably andcontribute to the success of their organisations.The certifi cation signifi es that the way weservice, provide and manage eircom solutions isworld-class.

Our ISO accreditation allows our customers toinitiate and deepen their ICT partnerships with us in confi dence, and see enhanced benefi ts as the technologies they use become more sophisticated and more business-critical.

Industry-leading processes and technology

We have invested in next generratiion IT infrastructure management plaatfoorms, which are at the heart of our ability too deeliver a suiteof proactive managed services. Ouur platforms,together with our expert teamss annd up-to-date ITIL processes, allow us to mainntain the integrity, availability and performance off yoour business-critical systems. Features include:

Comprehensive Service Desk•


capabilities including service request, probblemmanagement, change and releeasemanagement, knowledge mmanagementand service level managemeentt.


Intelligent problem management• capability including root cause analysis, revealing where multiple incidents are connected to a common cause that demands a permanent workaround.

Advanced event correlation• allows faster remediation, avoiding problems of alarm swamping that can delay fault resolution.

Intelligent monitoring • tools, which predict system failure before business disruption occurs. Our proactive fi x activity ensures better business continuity.

Automated confi guration management • which reduces the risk to your network and supports your compliance objectives.

Integrated reporting and dashboards• allow eircom customers to track activity across their infrastructure and run custom reports from a dedicated portal.

The benefi t to your organisation is improved consistency, quality and reliability in the business-critical ICT services you use, and a continuous drive on our part to keep getting better improvements.

View our service transformation video


Inteeelligent problem management•capability inncluuding root cause analysis, revealing wwheere multiple incidents are connected tto aa common cause that demands a peermanent workaround.

Advvvanced event correlation• allows faster remediationn, aavoiding problems of alarm swamping tthaat can delay fault resolution.

Inteeelligent monitoring• tools, which predict systeemm failure before business disruption oocccurs. Our proactive fi x activity ensures bettterr business continuity.

Autttomated confi guration management•which reducess the risk to your network andsupports yoour compliance objectives.

Inteeegrated reporting and dashboards•allow eircomm ccustomers to track activity across theirr inffrastructure and run custom reports fromm aa dedicated portal.

The benefi t to your organisation is improvedconsistency, quality and reliability in thebusiness-critical ICT services you use, and a continuous drive on our part to keep getting better improvements.

View our service transformation video


eircom AssureNet



eircom AssureNet, a managed network service that monitors the availability and performance of your enterprise network, helps you better support your critical business functions. We proactively monitor and resolve incidents on your network, such as hardware or circuit faults, before they impact your operations. By aligning our activities to your business priorities, you can rest assured that the most business-critical issues are addressed quickly and resolved fi rst.

Features

Tailored service designed around your critical • business functions

Network events that impact the business are • prioritised for action

Pro-active service resolves issues before they • cause business disruption

Storage, control and rollback of • confi guration fi les for network devices

Business-relevant reports on network • performance, with drill-down detail

Benefi ts

Increase stability and predictability of the • network

Reduce IT time spent on diagnostic and fi x • activity

Ensure that restoration of business-critical • services is always prioritised

Improve business continuity of critical • activities such as invoicing, contact centre and databases

Keep all stakeholders actively informed • during network incidents


eircomm AssureNet, a managed network service that monitors tthe availability and performance of your enterprrisee network, helps you bettersupport your crriticcal business functions. We proactively monnitoor and resolve incidents on your network, ssucch as hardware or circuit faults,before they imppacct your operations. By aligningour activities too yoour business priorities, you can rest assured thaat tthe most business-critical issues are addressed qquickly and resolved fi rst.

Featuures

Tailored servvicee designed around your critical•business functtions

Network evvennts that impact the business are•prioritised ffor action

Pro-active sservvice resolves issues before they•cause businnesss disruption

Storage, coontrrol and rollback of •confi guratioon fi les for network devices

Business-relevvant reports on network•performancce, with drill-down detail

Benefifi ts

Increase staability and predictability of the•network

Reduce IT tiimee spent on diagnostic and fi x•activity

Ensure thatt resstoration of business-critical •services is alwaays prioritised

Improve businness continuity of critical•activities such as invoicing, contact centreand databaasess

Keep all staakeholders actively informed •during netwworrk incidents


eircom Managed Security



eircom Managed Security is a SIEM based solution (Security Information & Event Management) that helps you protect your infrastructure and your customers -- an increasing challenge as the network grows busier, threats evolve and compliance requirements change.

eircom Managed Security helps you mitigate risk by offering automated, real-time analysis, compliance reporting, and alerting of security events on your network.

Where authorised, our specialists can act immediately to maintain the security and integrity of your network.

Features

Gain the ability to see into every corner of • your IT estate

Log all telemetry from key IP devices you • nominate

Real-time analysis of security event data •

Advanced SIEM technology intelligently • recognises unusual patterns

Incidents are managed according to • business relevance, using ITIL processes

Expert interpretation and analysis of reports • by our IT security specialists

Benefi ts

Better protection of your customer data, • brand and reputation

Enhanced corporate Governance, Risk, • Compliance (GRC) activity

Faster, more comprehensive reporting on • network security

Rapid pinpointing of the source of • malicious traffi c

Secure, more effective log management 24 • hours a day

Consumption-based pricing model makes • your IT budget more predictable


eircomm Managed Security is a SIEMybased solution (Seecurity Information & Event Managemmeent) that helps you protect your infrastructturee and your customers -- an increasingg chhallenge as the networkgrows busier, thhreeats evolve and compliance requirements channge.

eircom Manageed Security helps you mitigate risk by offering auutomated, real-time analysis, compliance repportting, and alerting of security events on your neetwork.

Where authorissedd, our specialists can act immediately to maaintain the security and integrity of youur nnetwork.

Featuures

Gain the abbilitty to see into every corner of•your IT estaate

Log all telemmetry from key IP devices you •nominate

Real-time analysis of security event data •

Advanced SSIEMM technology intelligently•recognises uunuusual patterns

Incidents arre mmanaged according to •business rellevaance, using ITIL processes

Expert interrpreetation and analysis of reports •by our IT securrity specialists

Benefi ts

Better protection of your customer data,• brand and reputation

Enhanced corporate Governance, Risk,•Compliance (GRC) activity

Faster, more comprehensive reporting on • network security

Rapid pinpointing of the source of•malicious traffi c

Secure, more effective log management 24 • hours a day

Consumption-based pricing model makes• your IT budget more predictable


eircom Managed IT



eircom Managed IT eliminates the capital expenses required to build and maintain suitable facilities to house mission critical systems. Utilise our world-class data centres and benefi t from the high levels of redundancy offered by eircom’s carrier grade facilities and services provided by a 24x7 manned operations bridge. Our Managed IT services are hosted in eircom data centers which have earned ISO 27001 certifi cation, the quality standard for information security management.

Features

Data Centre Services.• Managed carrier-neutral facilities with supporting services to house IT and telecommunications equipment.

Business Cloud / Instant Infrastructure.• Infrastructure as a Service utilises virtualisation to provide processing, memory and storage on demand, based in a secure cloud. Virtualised servers help rationalise your IT estate.

Infrastructure Management.• ITIL compliant active management of eircom or customer-provided IT and networking infrastructure.

Recovery and Resilience Services• address data and application availability strategies.

Desk side and Application Services• support personal computing requirements and business applications on a managed and/or licensed only basis.

Benefi ts

Eliminate the need to purchase, manage • and upgrade physical hardware

Respond faster to opportunities or risk by • scaling capacity as needed

Achieve better business continuity with real-• time failover when needed

Save time and improve IT service quality by • consolidating vendor relationships

Greater return on investment through better • utilisation and faster time to value

Reduce the cost of deployment and growth • – deploy only the resource you require.

Skilled engineers on site, around-the-clock

With eircom Managed Services, our Customer Response Centre (CRC) engineers become part of your virtual team. Contact the CRC 24 hours a day, where you’ll speak to an engineer who knows your infrastructure and can usually resolve your question on the spot. 95% of all identifi ed incidents are resolved by our Level 1 engineering team. Our knowledge and our ITIL processes are your assurance that incidents will be rapidly acted on and addressed to your satisfaction.

Find out more about our engineers


eircomm Managed IT eliminates the capital Texpenses requiredd to build and maintainsuitable facilitiees to house mission critical systems. Utilisee ouur world-class data centres and benefi t from tthe high levels of redundancyoffered by eircoom’s carrier grade facilities andservices provideed by a 24x7 manned operationsbridge. Our Maanaaged IT services are hostedin eircom data ccennters which have earned ISO27001 certifi caatioon, the quality standard for information seccurrity management.

Featuures

Dattaa Centre Services.• Managed carrier-neutral facilitiees with supporting services to house IT annd telecommunicationsequipment..

Bussiness Cloud / Instant Infrastructure.•Infrastructuure as a Service utilises virtualisatioon tto provide processing, memory and storagee on demand, based in a secure cloud. Virtuualissed servers help rationaliseyour IT estaate.

Infrastructure Management.• ITIL compliantactive management of eircom or customer-provided IT and networking infrastructure.

Recovery and Resilience Services• addressdata and application availability strategies.

Desk side and Application Services• supportpersonal computing requirements andbusiness applications on a managed and/or licensed only basis.

Benefi ts

Eliminate the need to purchase, manage • and upgrade physical hardware

Respond faster to opportunities or risk by •scaling capacity as needed

Achieve better business continuity with real-• time failover when needed

Save time and improve IT service quality by •consolidating vendor relationships

Greater return on investment through better • utilisation and faster time to value

Reduce the cost of deployment and growth•– deploy only the resource you require.

Skillleed engineers on site, arouuund-the-clock

With eeircom Managed Services, ourCustoomer Response Centre (CRC) enginneeers become part of your virtualteam. Contact the CRC 24 hours a day, whereee you’ll speak to an engineer who knowwss your infrastructure and can usuallyresolvvee your question on the spot. 95% of all ideenntifi ed incidents are resolved by our Level 11 engineering team. Our knowledgeand oouur ITIL processes are your assurancethat innncidents will be rapidly acted on and addreesssed to your satisfaction.

Find ooout more about our engineers


Reporting service



eircom’s suite of managed services offers a range of reporting options designed to make it easier for you to measure and report on the performance of your ICT infrastructure. These include dashboards, incident and alarm screens and reporting options that are easy to manage, interpret and share as required.

Self-serve reports are available through a dedicated customer portal. These reports can be customised from a library of templates to meet your specifi c business requirements.

A monthly performance reporting pack is issued outlining our performance against agreed SLA commitments.

Finally, for customers who require ongoing consultation, an eircom CCIE engineer reviews the capabilities and fi ndings from monthly reports, culminating in a regular face-to-face meeting, with an appropriate plan of action for ongoing improvements and optimisation in your network and ICT infrastructure.

Powerful reporting capabilities


eircom’s suite oof mmanaged services offers a range of reporttingg options designed to make it easier for youu too measure and report on theperformance off yoour ICT infrastructure. Theseinclude dashbooardds, incident and alarm screens and reporting oopttions that are easy to manage,interpret and shharre as required.

Self-serve repportts are available through adedicated custoommer portal. These reports canbe customised froom a library of templates tomeet your speccifi cc business requirements.

A monthly perfoormance reporting packAis issued outlining our performance against agreed SLA commmmitments.

Finally, for customers who require ongoingconsultation, an eircom CCIE engineerreviews the capabilities and fi ndings frommonthly reports, culminating in a regular face-to-face meeting, with an appropriateplan of action for ongoing improvements andoptimisation in your network and ICT infrastructure.

Port Outbound Discar MNS01-hq-6509 [ 6/2 outDiscards=100.00 ( 27-Aug-2012 10:06:30

Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26

Port Outbound Discar MNS01-hq-6509 [ 6/2 inUtil=88.18 (thresho 27-Aug-2012 10:05:26





Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26


Network Dashboards

Type:

! Ann Description Source # Impact Details Last Seen

Open To: Severity: For:now all allFrom: no limit Count: 1

InSight Center Explorer Events Maps Reports Tools Administration Preferences Help


1

1

1

1

Status Summary

Views

National WideArea Network 0 0 01 195.7% 0 0N/A 12

Data Centre 0 0 00 0100.0% 0 0N/A 8

International WideArea Network

0 0 01 195.7% 0 0N/A 7

All Devices 0 0 00 095.7% 0 0N/A 2500

ServicesServicestatus Devices

Current Reachability

Open Events

ToolsCritical Severe Minor Major Info Total

Ulster

Connaught

Munster

Leinster

MNS10-letterkenny-bip-dsl

MNS08-sligo-bip-dsl

MNS03-cavan-bip-dsl

MNS04-athlone-bip-dsl

MNS07-galway-bip-dsl

MNS06-limerick-bip-dsl

MNS01-hq-bip-dsl

MNS20-madrid-bip-dsl

MNS05-waterford-bip-dsl

MNS09-cork-bip-dsl

MNS17-warsaw-bip-dsl

MNS18-berlin-bip-dsl

MNS19-paris-bip-dsl

MNS16-london-bip-dsl

MNS15-manchester-bip-dsl

MNS14-glasgow-bip-dsl

MNS13-derry-bip-dsl

MNS02-dundalk-bip-dsl

MNS12-belfast-bip-dsl

MNS01-hq-6509

Si

ESP 8.65M

17.0M

16.0M

15.0M

14.0M

13.0M

12.0M

11.0M

10.0M

9.00M

8.00M

7.00M

6.00M

5.00M

4.00M

3.00M

2.00M

AH 1.14M

Unknown 227k

smtp 214K

set 33.6k

capwap-data 30.9k

www-http 28.0k

microsoft-ds 9.94k

commplex-main 8.77k

connected 5.19k

Device:

Breakdown:Interface ApplicationHost tion) QOS (All, DSCP, IP Precedence) Protocol Port

Interval: Chart style: Top-N:

Selected Filters: [Gi0/1.1] GigabitEther ter=bcy

h323gatestat 605

domain 658

vinainstall 1.38k

ICMP 1.59k

snmptrap 1.85k

netbios-ns 2.37k

bb 3.90k

snmp 3.94k

Application Average bps

Flow Analysis

5 minute samples Last 30 minutes Last hour Last 2 hours1 hour samples Last 4 hours Last 8 hours Last 24 hours Last 2 days6 hour samples Last 4 days Last week1 day samples All

Last 30 minutesmns01-router-bcy Stacked Area 5 Add to flow dashboard

Network Dashboards InSight Center Explorer Events Maps Reports Tools Administration Preferences Help

4416

11816

5247

25

257

445

139

17000

5000

80

Device:

Breakdown:Interface ApplicationHost (All, Source, Destination) QOS (All, DSCP, IP Precedence) Protocol Port


Selected Filters: [Gi0/1.1] GigabitEthernet0/1.10 on mns01-router-bcy

16998

1806

16996

47159

1984

161

1670

17002

Port

83.5K

83.5K

61.6K

24.0K

17.1K

15.8K

12.1K

9.17K

8.09K

6.13K

2.78K

2.92K

3.25K

3.30K

3.86K

4.03K

4.62K

5.66K

Average bps

Flow Analysis

Last 4 daysmns01-router-bcy Pie 20 Add to flow dashboard


Incidents & Alarms – our managed services are designed around your critical business needs. We tailor and prioritise the service with SLAs that match your requirements.


Port Outbound Discar MNS01-hq-6509 [ 6/2 outDiscardds=100.00 ( 27-Aug-2012 10:06:30







Port Utilization High MNS01-letterkenny-bipPort Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26inUtil=88.18 (thresho 27-Aug-2012 10:05:26


Network Dashboards

Type:


Open To: Severity: For:now all allFrom: no limit Count: 1

InSight Center Explorer Events Maps Reports Tools Administration Preferences Help


1

1

1

1

Status Summary

Views


Data Centre 0 0 000 0100.0% 0 0N/A 8


0 0 011 195.7% 0 0N/A 7

All Devices 0 0 000 095.7% 0 0N/A 2500



Open Evvents

ToolsCritical Sevvere Minorr Major Info Total

Ulster

Connaught

Munster

Leinsterster

ipeetterke-lletterkeetterkenny-bip-dslMNS10-leMNS10-letterken00SS1100-letterkenny-bip-dnnNNMM

MNS08-sligo-bip-dsldsgo-bip-dd08-sligo-bip-dssS08-sligo-bip-dsllMNS08-sligo-bip-d

i-bip-ddaavvv nn iii slsddbbaa pppMNS03-cavan-bip-dslcavan-bipNS cava dsbip-aaaccS03SNNMNS03-caaa03-

hlone-bip-dsllonoMNS04-athlone-bip-dslloMNS04-athlone-bip-d

NSSMNS07S07-galway-bip-dslM

MNS06-limerick-bip-dsl

bip-dslMNS01-hq-b pq bip-dsS01-hq-bip-dslMNS01-h d01-hq --hq- i

MNS20-madrid-bip-dsl

MNS05-waterford-bip-dslMMNS05-waterford-bipM 05-waterford-bi

S09-cork-bip-dslMNS09-c99 oS0 cc rMNS0 - -dsl

MNS17-warsaw-bip-dslMNS1M

MNS18-berlin-bip-dsl

MNS19-paris-bip-dslMNS19-paris-bip-dsl

MNS16-london-bip-dsl6-londondon-bip-do66S16-london-bip-dslnllMNS16-london-bip-d

MNS15-manchester-bip-dsl

MNS14-glasgow-bip-dsl

MNS13-derry-bip-dslrrM

bip-dslk-lk-alMNS02-dundaMNS du2-d -ba paaaaundudd bip-dsbS0 k-bip-dsllkl2-dun2NNMM aa0 ddundd -bip----- i

ast-bip-dslMNS12-belfast-beN p-delfaste bip-dsS12-belfast-bip-dslNS12-belfaNMNS12-belfa d--belfast-e i

MNS01-hq-65099-hq-65qq 6601-hq-65099S01-hhMNS01-hq-650q---

Si

ESP

17.0M

16.0M

15.0M

14.0M

13.0M

12.0M

11.0M

10.0M

9.00M

8.00M

7.00M

6.00M

5.00M

4.00M

3.00M

2.00M

Device:

Breakdown:Interface ApplicationHost tion) QOS (All, DSCP, PP IP Precedence) Protocol Port


Selected Filters: [Gi0/1.1] GigabitEther ter=bcy

Application

Flow Analysis

5 minute samplesLast 30 minutes

Last hour Last 2 hours1 hour samples Last 4 hours Last 8 hours Last 24 hours Last 2 days6 hour sample Last 4 days Last week1 day samples All

Last 30 minutesmns01-router-bcy Stacked Area 5 Add to flow dashboard


Device:

Breakdown:Interface ApplicationHost (All, Source, Destination) QOS (All, DSCP, PP IP Precedence) Protocol Po


Selected Filters: [Gi0/1.1] GigabitEthernet0/1.10 on mns01-router-bcy

Flow Analysis

Last 4 daysmns01-router-bcy Pie 20 Add to flow dashboard


Incidents & Alarms – our managed services are designed around your critical business needs. We tailor and prioritise the service with SLAs that match your requirements.









Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26Port Utilization High MNS01-letterkenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26




1

1

1

1

Status Summary

Views


Data Centre 0 0 00 0100.0% 0 0N/A 8


0 0 01 195.7% 0 0N/A 7

All Devices 0 0 00 095.7% 0 0N/A 2500



Open Events

ToolsCritical Severe Minor Major Info Total


mns02-bip-dundalk-reach

mns01-bip-hq

mns01-bip-hq

[5/2] Uplink to MNS_F2_Sw1







[6/6] GVPN_Router

[6/6] Compaq 1 Rack 2

[8/6] Snap Manager Rack 3

[8/8] Prolient 4 Rack 2


[8/12] MNSDUBFPO1 Rack 2 Management Level: Full (MgmtPort Only Certified: Certified CISCOManufacturer

mns011-bip-london

mns08-bip-sligo

mns03-bip-cavan-reach

mns09-bip-cork-dsl

mns07-bip-galway-dsl

Browse Drop Box

Key Metrics

Ports

General Info

Events

No open events (View Event History)

CPU% Memory% Latency (ms)CPU% Latency (ms)

24.8%16% 4 ms

Showing all 23 ports

CPU Utilization% Memory Used%

07:00

100%

50%

0%

20

10

5

15

0

100%

50%

0%08:00 09:00 10:00 07:00 08:00 09:00 10:00 07:00 08:00 09:00 10:00

ICMP Latency (ms)

Dashboards - our dashboards have been designed to provide at a glance views. You can customise your own dashboards to focus on what is important to your business.

Reporting Functionality – having access to the right knowledge at the right time is critical. With real time reporting capabilities, you can choose from a library of existing templates or we can help you tailor reports to your business requirements.



Port Utilization High MNS001-letterkeenny-bip inUtil=88.18 (thresho 27-Aug-2012 10:05:26



Port Utilization High MNS001-letterkeenny-bip i Util 88 18 (th h 27 A 2012 10 05 26

Port Outbound Discar MNS001-hq-65099 [ 6/2


Port Utilization High MNS001-letterkeenny-bipPort Utilization High MNS001-letterkeenny-bip




1

1

1

1

Status Summary

Views

National WideArea Network 0 095.7%N/A 12

Data Centre 0 0100.0%N/A 8


0 095.7%N/A 7

All Devices 0 095.7%N/A 22500

ServicesServicestatus DDevices

Current RReachability Critical Se


mns02-bip-dundalk-reach

mns01-bip-hq

mns01-bip-hq








[6/6] GVPN_Router

[6/6] Compaq 1 Rack 2

[8/6] Snap Manager Rack 3



[8/12] MNSDUBFPO1 Rack 2 Management Level: Full (MgmtPort Only Certified: Certified CISCOManufacturer

mns011-bip-london

mns08-bip-sligo

mns03-bip-cavan-reach

mns09-bip-cork-dsl

mns07-bip-galway-dsl

BrowseBrowse Drop BoxDrop Box

Key Metrics

Ports

General Info

Events

No open events (View Event History)

Memory%CPU%CPU% Latency (ms)Latency (ms)

24.8%16% 4 ms

Showing all 23 ports

CPU Utilization% Memory Used%

07:00

100%

50%

0%

20

10

5

15

0

100%

50%

0%08:00 09:00 10:00 07:00 08:00 09:00 10:00 07:00 08:00 09:00 10:00

ICMP Latency (ms)

Dashboards - our dashboards have been designed to provide at a glance views. You can customise yourown dashboards to focus on what is important toyour business.

Reporting Functionality – having access to the right knowledge at the right time is critical. With real time reporting capabilities, you can choose from a library of existing templates or we can help you tailor reports to your business requirements.



Customers trust eircom



AIB selected eircom to provide Managed Communications Services for its operations across Ireland, Northern Ireland and Great Britain. eircom is delivering a portfolio of services to AIB including a 300 site Next Generation Network for delivery of data, voice and video solutions across the three geographies. The next-generation telecommunications network will provide a foundation for the ‘OneAIB’ transformation programme.

“We partnered with eircom because nobody else in Ireland had the technology, the people or the capability to deliver an urgent network upgrade in record time. eircom were absolutely willing to do whatever was required to meet our deadline.”

Andy Johnston, Head of

Telecoms, AIB.

AIB

With an extensive ICT network spanning the Dublin metropolitan area, Dublin City Council and its ICT team manage one of the most dispersed and mission-critical networks in Irish Local Government. Recognising that the most cost-effective and effi cient way to manage key network equipment and security services vital to business performance is through a managed services partnership, Dublin City Council chose eircom as its managed services partner.

“All the elements we required were there in the managed service eircom proposed. The relationship between our own team and eircom has proven very productive and we are continuing to realise the cost benefi ts of the managed services model.”

Brian Curtis, Head of ICT,

Dublin City Council

Dublin City Council

Northern Ireland Civil Service (NICS) is undergoing one of the most exciting periods in its history, with an expansive modernisation and reform programme that includes a 10-year programme of ICT-enabled investment.

The NICS chose eircom Northern Ireland to deliver its mission-critical, managed wide area network, Network NI, a powerful communications platform for the successful delivery of shared services across the public service.

“eircom understands what is important to us now and in the future. By collaborating with us and responding to our needs they have provided us with a fully managed service that makes communication easy for over 20,000 civil servants.”

Northern Ireland Civil Service.

Northern Ireland Civil Service


AIB selected eircom to provideManaged CommunicationsServices for its operationsacross Ireland, Northern Irelandand Great Britain. eircom isdelivering a portfolio of servicesto AIB including a 300 siteNext Generation Network fordelivery of data, voice and video solutions across thethree geographies. The next-generation telecommunicationsnetwork will provide afoundation for the ‘OneAIB’ transformation programme.

“We partnered with eircom because nobody else in Ireland had the technology, the people or the capability to deliver an urgent network upgrade in record time.eircom were absolutely willing to do whatever was required tomeet our deadline.”

Andy Johnston, Head of

Telecoms, AIB.

With an extensive ICTT network spanning the DDublin metropolitan area, Dublin City Council and its ICT teeamm manageone of the most dispeersed andmission-critical netwoorkks in Irish Local Government. RRecoognising that the most cost-efffecctive and effi cient way to mmaanagekey network equipmeentt and security services vital to businessperformance is throuughh amanaged services partnnership,Dublin City Council cchoose eircomas its managed servicces partner.

“All the elements wee reequired were there in the maanaagedservice eircom propooseed. The relationship between oour own team and eircom has pproven very productive and wee are continuing to realisee thhe cost benefi ts of the manaageedservices model.”

Brian Curtis, Head oof IICT,

Dublin City Council l

Northern Ireland Civil Service (NICS) is undergoing one of themost exciting periods in its history, with an expansive modernisation and reform programme that includes a 10-year programme of ICT-enabled investment.

The NICS chose eircom Northern Ireland to deliver its mission-critical, managed wide area network, Network NI, a powerful communications platform for the successful delivery of sharedservices across the public service.

“eircom understands what isimportant to us now and in thefuture. By collaborating with usand responding to our needs they have provided us with afully managed service that makescommunication easy for over20,000 civil servants.”

Northern Ireland Civil Service.


Meet our Team



Martin CarrySecurity and Network Infrastructure Principal

Mark CawleyManaged IT Services Principal

Andrew O’KellyChief Architect

Ronan McCarthyManaged Networks Principal

Jason O ConaillCloud and Data Centre Principal


Martin CarrySecurity and Network Infrastructure Principal

Mark CawleyManaged IT Services Principal

Andrew OOO’KellyChief Architeecct

Ronan McCarthyManaged Networks Principal

Jason O ConaillCloud and Data Centre Principal


Mary MurphyHead of Customer Response Centre

Allan RochfordHead of Managed Services Centre

Enda DoyleDirector, Assure and Customer Service

Our EngineersLargest engineering force in the country with the highest number of industry partner certifi cations.

10 years experience.CCIE, CCSP, ENS, NCSSP

13 years experience.CCIE and various IPTaccreditations

5 years experience.CCNA, CCVP.

5 years experience.CCNA, CCNP, CCVP.

2 years experience.CCNA

5 years experience.IP /VoIP.

10 years experience.

21 years experience.Holds various voice accreditations.

10 years experience. CCNP.

15 years experience.CCNA, CPSI, CIPTS.

15 years experience. CCIE.

15 years experience.CCIE, CCNP, CCNA.


20 years experience.Avaya, Nice, Verint.

10 years experience. CVP.

15 YEARS EXPERIENCE. CCIE, CCNP, CUDS,

18 years experience.Avaya.

Highly certifi ed and experienced team

7 years experience.CCIE, CCNP, CCIP, CCSP.


Mary MurphyHead of CustomerResponse Centre

Allan RocchfordHead of MManaged Services CCentre

Enda DoyleDirector, Assure andCustomer Service

Our EngineersLargest engineering force in the country with the highest number of industry partner certifi cations.

10 years experience.CCIE, CCSP, ENS, NCSSP

13 years experience.CCIE and various IPTaccreditations

5 years experience.CCNA, CCVP.

5 years experience.CCNA, CCNP, CCVP.

2 years experience.CCNA

5 yeears experience.IP /VVoIP.


21 years experience.Holds various voice accreditations.

10 years experience.CCNP.

15 years experience.CCNA, CPSI, CIPTS.

15 years experience. CCIE.

15 years experience.CCIE, CCNP, CCNA.


20 years experience.Avaya, Nice, Verint.

10 yyears experience. CVPP.

15 YEARS EXPERIENCE.CCIE, CCNP, CUDS,

18 years experience.Avaya.

7 yeaars experience.CCIEE, CCNP, CCIP,CCSPP.

eircom Managed Services 25 eircom AssureNet 25

eircom prides itself on its engineering capability. Our teams contain highly certifi ed and experienced engineers who specialise in Local Area Networking, Wide Area Networking, Network Security, Data Systems, Voice Systems, Data Centre Infrastructure and Mobile technologies.

Our engineers are accredited with a mix of certifi cations from our supply partners and non-vendor aligned certifi cations. In addition, we hold company level partner accreditations (including Cisco Gold partner) and partner awards (including Cisco Partner of the Year).

Our engineering achievements include certifi cations from Cisco (CCIE, CCSP, CCNA), Fortinet (FCNSP, FCNSA), RSA Security (RSA-CSE), International Information Systems Security Certifi cation Consortium (CISSP), and ISACA (CISA, CRISC).

Did you know?

The eircom 24–7 Customer Response Centre and Customer Network Management Centres are the largest and the most advanced management facilities in the country.

eircom has the largest engineering force in the country with the highest number of partner certifi cations. eircom has more CCIE certifi ed engineers than any other Irish company and is Cisco Gold Partner of the Year 2012.

Our expert engineers can conduct on-site reviews of your network performance to help you plan your future requirements.

eircom AssureNet 25

eircom prides itself on its engineering capability. OOur teams contain highly certifi edand experieenced engineers who specialise in Local Areea Networking, Wide AreaNetworkingg, Network Security, Data Systems, Voice Systems, Data Centre Infrastructure andMobile techhnologies.

Our engineers are accredited with a mix ofcertifi cationns from our supply partners and non-vendorr aligned certifi cations. In addition, we hold commpany level partner accreditations(including CCisco Gold partner) and partner awards (including Cisco Partner of the Year).

Our engineering achievements include certifi cationns from Cisco (CCIE, CCSP, CCNA),Fortinet (FCCNSP, FCNSA), RSA Security (RSA-CSE), Internnational Information Systems SecurityCertifi cation Consortium (CISSP), and ISACA (CISA, CRISCC).

Did you know?

The eircom 24–7 Customer Response Centre and Customer Network Management Centres are the largest and the most advancedmanagement facilities in the country.

eircom has the largest engineeringforce in the country with the highest number of partnercertifi cations. eircom has more CCIEcertifi ed engineers than any other Irish company and is Cisco GoldPartner of the Year 2012.

Our expert engineers can conduct on-site reviews of your network performance to help you plan yourfuture requirements.

eircom AssureNet 25

26 eircom Managed Services26 eircom Managed Services


Why choose eircom?

28 eircom Managed Services28 eircom Managed Services

A unique end-to-end solution

eircom, Ireland’s leading service provider , can offer a total voice and data solution for your business. Our experts can evaluate, design, deliver and manage a complete solutions package tailored to your company’s unique requirements.

Industry experts

Our people are some of the best in the business so you know you’re in good hands. Our voice, data & ICT solutions experts are industry leaders who can provide innovative solutions for your business. Our dedicated account managers deliver a personalised service, and, we have Ireland’s largest specialist team of project managers, architects and engineers. Our longstanding relationships with industry partners like Cisco, Avaya, Siemens and other leading brands mean that we can bring you the very latest technology innovations as and when they happen.

Outstanding service, 24x7x365 At eircom we understand just how important an uninterrupted service is to your business and how essential it is to avoid any downtime, which is why our service team are on call 24 hours a day, 7 days a week, 365 days a year. We offer a range of Business SLAs, providing peace of mind for your business.

Based in Ireland, our highly skilled engineering team is the largest of its kind in the country and has the experience to deal with any issues you may have, quickly and effi ciently.

“Our objective is to have a proactive, best in class security infrastructure that will protect our customers’ and our own data. That’s why we chose eircom for our managed security needs. Their expertise covers a wide range of technologies, which allows us to have a single point of contact to address any challenges we might have.”

Mike Costello, IT Infrastructure and Security Manager, Southwestern BPO

“Strategic partnerships in IT are the way of the future and eircom understand that. When we looked at the market we couldn’t see anyone else who could do it. eircom can provide an integrated set of services that’s very diffi cult to beat.”

John Shaw, CIO, Mainstream Renewable Power

eircom Managed Services 29 eircom Managed Services 29

Unrivalled experience delivers benefits for your organisation

Across the island of Ireland, organisations trust eircom to deliver and manage the most complex ICT projects, supported by best-in-class ongoing service.

Some of the largest ICT projects in Ireland are managed by eircom, including Croke Park, Convention Centre Dublin, the Education Network for Northern Ireland (C2K) and AIB’s new managed network.

We have a deep understanding of your communications needs and the required service levels throughout your business. Partnering with eircom for managed ICT services not only provides a robust solution designed and supported by our local, highly qualifi ed team, it also gives you the following:

• Cost benefi ts: eircom managed services are value-driven solutions. Our objective is to meet your budgetary requirements, add value to your operations and remain fl exible to meet your needs as they evolve.

• Better agility and fl exibility: Our engineering teams and our core network have supported the changing operations and offerings of our broad customer base throughout the island of Ireland. Our managed solutions extend this fl exibility and scalability to your business.

• A proven model: eircom’s managed service and delivery and national operations model has been in existence for a number of years, and is unparalleled.

• Expert programme management: we help organisations during times of signifi cant change in their businesses, with our experienced delivery management team. Our professional planning and implementation methods have already delivered on-time, risk-managed rollouts for some of Ireland’s largest ICT and managed network projects.

“Good account managers not only save me time, which of course saves money, but also they do take on the role of being a trusted advisor to me in their area of specialty. This is a commercial world, and like a lot of people I have to do the same or more this year with fewer resources. It’s vital to fi nd people who are good partners to work with, and that’s what we get from eircom.”

Roger Turner, Senior IT Manager Ireland/EMEA,Microsoft


eircom for BusinessTechnology you can count on

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Get in touchTo fi nd out how eircom Managed Services can benefi t your business, please contact your eircom account manager or call 1800 400 200.

www.eircomforbusiness.ie

To fi nd out how eircom Managed Services can benefi t your business,please contact your eircom account manager or call 1800 400 200.

www.eircomforbusiness.ie

Documents

eircom Managed Services