ITSM SERVICES

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OVERVIEW OUR SERVICE PROFESSIONAL SERVICES

WHAT WE DO OUR CLIENTS

OverviewIT Pillars is a dynamic company, which over the past years has served many loyal customers in Saudi Arabia.

IT Pillars provides technology solutions and professional services to many businesses in Saudi Arabia. We strive to be a total technology solutions provider for all of our clients, large and small. IT Pillars started as a software development company, and grew to include information technology services such as integration services, service desk consultancy, network capabilities and VoIP Services.

Our success is driven by our high customer retention rate. Maintaining such a high satisfaction among our customers’ demands that we are both relationship focused and business minded.

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Our ServicesWe believe

GOOD SERVICE IS GOOD BUSINESS. “

Network Performance

Network Monitoring Network Configuration

Management Traffic Analysis & Bandwidth

Monitoring Switch Port & IP Address

Management

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Application Performance

Application Performance Monitoring

Storage Area Network Monitoring

IT Help Desk

ITIL Help Desk & Asset Management

Customer Support Software

Active Directory

Active Directory Management

Active Directory Auditing & Reporting

Self Service Password Management

Exchange Reporting Tool

Log Analysis & Security

IT Compliance & Log Management

Firewall Configuration Management & Log Analysis for Security

Network Security Scanner & Patch Management

Enterprise Password Management

Desktop Management

Windows Desktop Management OS Deployment

Our Services

NETWORK MONITORING NETWORK CONFIGURATION MANAGEMENT

NETWORKPERFORMANCENetwork performance refers to measures of service quality of a communications Service as seen by the customer, there are many different ways to measure the performance of a network, as each network is different in nature and design.

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TRAFFIC ANALYSIS & BANDWIDTH MONITORING

SWITCH PORT & IP ADDRESS MANAGEMENT

Network Performance07

Network monitoring is the use of a systemthat constantly monitors a computernetwork for slow or failing components andthat notifies the network administrator (viaemail, SMS or other alarms) in case ofoutages.

Availability and Uptime Monitoring Network Device Health Monitoring Network Fault Management Threshold based alerting Advanced Alert Management Network Performance Reporting Server Performance Monitoring

NETWORK MONITORING

Network configuration management (NCM) is the process of organizing andmaintaining information about all the components of a computer network. Whena network needs repair, modification, expansion or upgrading, the administratorrefers to the network configuration management database to determine the bestcourse of action.

NETWORK CONFIGURATION MANAGEMENT

Streamlining the processes of maintenance, repair, expansion and upgrading.

Minimizing configuration errors. Minimizing downtime. Optimizing network security. Ensuring that changes made to a device or system do not adversely affect

other devices or systems. Network Performance Reporting Rolling back changes to a previous configuration if results are unsatisfactory. Archiving the details of all network configuration changes.

TRAFFIC ANALYSIS & BANDWIDTH MONITORING

Network Performance08

Internet Protocol address management (IPAM) is amethod of tracking and modifying the informationassociated with a network’s Internet Protocol address(IP address) space. With IPAM, administrators canensure that the inventory of assignable IP addressesremains current and sufficient.

IP Address Management Switch Port Management Detect Rogue Devices DHCP Scope Monitor MAC IP List

SWITCH PORT & IP ADDRESS MANAGEMENT

The general perception about traffic analysis in today’sscenario is about knowing the who-what-when informationin the network.

Bandwidth Monitoring Application and protocol monitoring Department wise bandwidth monitoring Router traffic monitoring Real time traffic reports Site-to-site traffic monitoring Capacity Planning report

APPLICATION PERFORMANCE MONITORING

APPLICATIONPERFORMANCEApplication Performance Management (APM) is the monitoring and management of performance and availability of software applications. APM strives to detect and diagnose application performance problems to maintain an expected level of service. APM is the translation of IT metrics into business meaning.

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STORAGE AREA NETWORK MONITORING

Application Performance10

An storage area network monitoring tool (SANmonitoring tool) aids in the process of monitoring astorage area network, where specific storage hardwareis linked to a server or otherwise consolidated into asingle operating network. SAN monitoring tools helpusers to monitor these networks and to troubleshootproblems or perform diagnostic work. SAN monitoringtools are strategically situated relative to servers andhardware in order to provide specific kinds of access tothe network.

STORAGE AREA NETWORK MONITORING

Storage Infrastructure discovery Visualization Asset Management Fault Management Real Time Graphs Business Reporting Storage Capacity Forecasting

Application performance monitoring (APM) is an area ofinformation technology (IT) that focuses on making suresoftware application programs perform as expected. Thegoal of performance monitoring is to provide end users witha quality end-user experience.

APPLICATION PERFORMANCE MONITORING

Application Server Monitoring

Virtualization Monitoring Database Monitoring System Management ERP Monitoring

Web Server / Web Services Cloud Monitoring Custom Monitoring Web Transaction

Monitoring

ITIL HELP DESK & ASSET MANAGEMENT

IT HELPDESKIn a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem. In many companies, a help desk is simply one person with a phone number and a more or less organized idea of how to handle the problems that come in. In larger companies, a help desk may consist of a group of experts using software to help track the status of problems and other special software to help analyze problems.

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CUSTOMER SUPPORT SOFTWARE

IT Help Desk12

Customer support software that letsorganizations effectively managecustomer tickets, their account & contactinformation, the service contracts and inthe process providing a superior customerexperience

CUSTOMER SUPPORT SOFTWARE

Workflow Ticket Management Account and Contact

Management Customer Experience

Management Reports, Dashboards & KPIs

The helpdesk is a communications center that provides a single point of contact (SPOC)between a company and its customers, employees and business partners. The purposeof a service desk is to ensure that users receive appropriate help in a timely manner.Service desks are designed to handle both incidents and service requests. In thiscontext, an incident is an event that results in a disruption in service availability orquality. A service request seeks help with a routine task, such as helping a user changea password or getting a new user set up in work systems. Other services provided mayinclude change management, release management and configuration-related tasks.

ITIL HELP DESK & ASSET MANAGEMENT

Ticket Management SLA Management Business Rules Notifications Help Desk Reports Knowledge Base Self Service Portal User Survey

Change Management Incident Management Problem Management Service Catalog Asset Discovery Contract Management Purchase Order Management Software Asset Management

ACTIVE DIRECTORY MANAGEMENT

ACTIVE DIRECTORY SOLUTIONSActive Directory is Microsoft’s trademarked directory service, an integral part of the Windows 2000 architecture. Active Directory is a centralized and standardized system that automates network management of user data, security, and distributed resources, and enables interoperation with other directories. Active Directory is designedespecially for distributed networking environments.

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ACTIVE DIRECTORY AUDITING & REPORTING

SELF SERVICE PASSWORD MANAGEMENT EXCHANGE REPORTING TOOL

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Active Directory Solutions

Active Directory management (AD management) is the processof managing and monitoring the operations of the ActiveDirectory service that is mostly found in Windows Serveroperating systems. AD management is part of the server ornetwork monitoring and management processes, which ensurethat Active Directory is behaving as required.

ACTIVE DIRECTORY MANAGEMENT

Spend less time managing everyday AD tasks. Easy delegation of routine tasks to help desks. Generate comprehensive reports on Active Directory users

and objects. Automate crucial AD tasks including Inactive Account

Management.

Windows active directory auditing. Windows logon/logoff auditing. Windows file server auditing. Windows servers auditing

Active Directory contains the keys to the kingdom when it comesto group and user account information. In most cases, if anorganization’s Active Directory deployment were to experience acatastrophic event, no one within the organization would be ableto access the services they need to perform their duties so ActiveDirectory security audit is required to ensure that Active Directoryis being properly managed and protected.

ACTIVE DIRECTORY AUDITING & REPORTING

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Self-service password reset (SSPR) is defined as any processor technology that allows users who have either forgottentheir password or triggered an intruder lockout toauthenticate with an alternate factor, and repair their ownproblem, without calling the help desk.

SELF SERVICE PASSWORD MANAGEMENT

Self Reset Password. Manage Account Unlock. Password/ Account Expiry Notification to

users. Password Synchronizer. Update Personal information on AD. Employee Directory Search.

Active Directory Solutions

Microsoft Exchange Server is, by a distance, the most popularcommunication, collaboration and email messaging applicationtoday! MS Exchange serves as the hub of all email communicationsin most corporate environments that use the Microsoft ActiveDirectory technology. It becomes a necessity to have an Exchangereporting tool that will equip and Exchange Administrator withprecise, granular, comprehensive and actionable data on allaspects of the MS Exchange Server.

EXCHANGE REPORTING TOOL

Exchange Audit Reports Exchange ActiveSync Reports Outlook Web Access Reports Mailbox Properties Reports Mailbox Content Reports Mailbox Traffic Reports Mailbox Permission Reports Distribution Lists Report Public Folder Content Report

IT COMPLIANCE & LOG MANAGEMENT

LOG ANALYSIS& SECURITYSecurity information and event management (SIEM) is an approach to security management that seeks to provide a holistic view of an organization’s information technology (IT) security. The underlying principle of a SIEM system is that relevant data about an enterprise’s security is produced in multiple locations and being able to look at all the data from a single point of view makes it easier to spot trends and see patterns that are out of the ordinary.

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NETWORK SECURITY SCANNER & PATCH MANAGEMENT

FIREWALL CONFIGURATION MANAGEMENT & LOG ANALYSIS FOR SECURITY

ENTERPRISE PASSWORD MANAGEMENT

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Log Analysis and Security

Event log management software (ELMS) is an application usedto monitor change management and prepare for complianceaudits at enterprises. ELMS is a key tool for IT administratorsthat must demonstrate to executives that an organization isprepared for a compliance audit.

IT COMPLIANCE & LOG MANAGEMENT

Log Management Application Log Reports System Log Reports Regulatory Compliance Audits and Reports

Vulnerability Scanning PCI DSS Compliance Open Ports Detection Vulnerability Database Patch Management

Network security scanner that proactively reports on networkvulnerabilities and helps to remediate them and ensurecompliance. With vulnerability scanning , open ports detection ,patch management , Windows file/folder/registry changemanagement and vulnerability reporting capabilities, networkSecurity scanner will help to protects the network from securitythreats and malicious attacks.

NETWORK SECURITY SCANNER & PATCH MANAGEMENT

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Log Analysis and Security

Just deploying the firewall in itself will not secure your network,but the log data from your firewall needs to be continuouslymonitored and analyzed. There is a wealth of vital informationin your firewall logs. With these logs you can detect securitythreats like network intrusion, virus attacks, denial of serviceattacks, anomalous behavior, employee web activities, webtraffic analysis, etc. These logs also allow you to plan yourbandwidth requirement based on the bandwidth usage acrossthe firewalls. But manually monitoring and analyzing these logsis a time consuming task, complex, and is always prone tohuman error.

FIREWALL CONFIGURATION MANAGEMENT & LOG ANALYSIS FOR SECURITY

Firewall Compliance Firewall Device Management Network Security Reports

Eliminating password fatigue and security lapses by deploying asecure, centralized vault for password storage and access.

Improving IT productivity many times by automating frequentpassword changes required in critical systems.

Providing preventive & detective security controls throughapproval workflows & real-time alerts on password access.

Meeting security audits and regulatory compliance such asSOX, HIPAA and PCI.

Enterprise password Management is a secure vault for storing andmanaging shared sensitive information such as passwords,documents and digital identities of enterprises..

ENTERPRISE PASSWORD MANAGEMENT

Anomaly & Bandwidth Alerts Log Management Features Traffic & Bandwidth Reports

DESKTOPMANAGEMENTDesktop management is a comprehensive approach to managing all the computers within an organization. Despite its name, desktop management includes overseeing laptops and other computing devices as well as desktop computers.

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WINDOWS DESKTOP MANAGEMENT OS DEPLOYMENT

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Desktop Management

Windows Desktop management and mobile devicemanagement software helps in managing thousands ofservers/desktops/mobile devices from a central location. Itautomates the complete desktop management and mobiledevice management life cycle ranging from a simple systemconfiguration to complex software deployment. With itsnetwork-neutral architecture, the administrator can easilymanage desktops/servers in any windows networks like ActiveDirectory, Workgroup, or other directory services.

WINDOWS DESKTOP MANAGEMENT

Patch Management Software Deployment Remote Control OS Deployment

OS Imaging OS Deployment Deployment Template Universal Deployment

Operating System Deployment allows you to create operatingsystem images and deploy those images to target computers.

OS DEPLOYMENT

Asset Management Windows Configurations Service Pack Installation Mobile Device Management

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Professional ServicesDelivering technology solutions with Passion.

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Professional ServicesOverviewAre there opportunities to increase efficiency, effectiveness, and service quality of yourIT Department, while reducing costs and increasing revenue? Our ITSM consultingservices will help you increase productivity, drive revenue and reduce costs throughimproved technology, tools and processes in your IT division.

Whether you are deploying a new process or system, assessing your existing processesfor optimization, or working to communicate the value of your operation tomanagement and to customers, IT Pillars has the experience and expertise to deliver.

What We Do?We always strive for our client’s satisfaction.

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What We Do?

Implementation Training IT Consultation Support

Our ClientsCompanies which made us proud…

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Our Clients

Questions are welcome

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Contact Information

No. 136, 1st Floor, Salma Commercial Center, Medina Rd., Jeddah, Saudi Arabia

Phone: +966 12 6575573Fax: +966 12 6576390

email: info@it-pillars.com

IT PILLARS

www.it-pillars.com