EBS. Remote Infrastructure Managed Services. EBS Ltd. 12, Mihail Tenev Str Sofia Bulgaria office@ebs.bg

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1 EBS Remote Infrastructure Managed Services EBS Ltd. 12, Mihail Tenev Str Sofia Bulgaria office@ebs.bg

2 IT departments are responsible for ensuring the performance and availability of critical services and applications. That means that IT departments need to know if there is an incident, identify where the problem is, and figure out what is causing the problem, ideally before the users of the applications encounter unavailable service. EBS remote Infrastructure Managed Services are integrated offerings that provide a robust set of services for supporting the delivery of business applications and their underlying technologies. These capabilities can range from technology and solution implementation projects through system event monitoring and triage to the transfer of complete end-to-end support services delivery. Proactive monitoring via corrected events Continuous baseline of infrastructure metrics Support for growth within defined budget Bandwidth for next-generation infrastructure solutions Variable resources to process backlog Expanded domain / technical knowledge Reduced impact of attrition Improved customer satisfaction 2

3 The challenge As enterprises scale their IT infrastructure to support business growth, managing global networks, databases, and applications becomes an extraordinary task that can overwhelm internal resources. In order to remain competitive, companies desire to improve functionality and availability while also optimizing performance and costs. This inevitably leads to the dependency on increasingly complex technology landscape that must support and enable virtually all facets of the business. The expectations Effective management of today's information technologies is measured by its contribution to an overall business success. High achieving companies use outsourcing as a way to drive business value. As a service provider we frequently face the key question ñ whether the measurability of those desired business value (as direct result of outsourcing) will remain tenuous or will have visible and believable proofs. And our message is positive to those who desire improvement, professionalism, productivity and innovation while controlling the costs and time and managing risks. Vladimir Nikolov, Chief Technology Officer, EBS Business is looking to offload daily infrastructure support and administration responsibilities, so that it could focus on its core capability of maximizing customer value thorough its specialized knowledge and offerings. Visibility Timely reporting for greater visibility, real-time control and analysis of historical trends. Risk Mitigation Improved risk-mitigation assured business continuity, minimized downtime and secured integrity of customer data. Cost Reduction Reduced manpower, performance efficiency and capacity Planning resulting in %25-20 reduction in costs. Service Levels Establish critical service levels for performance measurement, tracking, and reporting. Pre-emptive Problem Resolution Through proactive monitoring and event correlation. Focus on Competitive Advantage More free time to adopt technology for competitive advantage and increased market share while keeping the lights on. Quality and Process Process-based approach to problem solving, escalation, quality and more ensures adherence to standards and security controls. Scalability Absorption of the peaks and troughs of manpower needs with automation and common operations framework. 3

4 EBS Offerings In order to address clients challenges, EBS establishes a Managed Services Center with Remote Infrastructure Managed Services at its core. The EBS team is a virtual extension of the clients own IT team and provides end-to-end remote infrastructure support and administration services. Customer focus: High Value Activities EBS focus: Day-to-Day Activities Roll out new functionality; Bring new applications online; Direction & Strategy Maximize Customer Value Through: Early warning for system performance issues Minimized turnaround time to fix incidents and 7/24 support Integrate and rationalization /consolidation initiatives; Planning, design and Project management; Compliance initiatives; Higher value activities. Systems and Database Administration Ensure better-quality user experience Ensured infrastructure uptime and reliability through proactive event identification, verification, tracking, and notification to Infrastructure architecture & design Virtualization Strategy Consolidation & integration (M&A, simplification) Problem determination, source identification and resolution Performance tuning Database administration Capacity planning and management Validate & apply patches and updates Improved existing processes and leveraged level of process maturity and leadership Enabling internal staff to focus on high value and strategic projects - act as the differentiator for the business units and improve end-user satisfaction Application architecture & design Database architecture & design Enhancements & integration (SOA, etc.) Basic Remote Monitoring Monitor servers, storage, network devices Triage & escalate alerts as agreed Monitor & manage production control /batch Perform admin tasks such as backups, etc. Coordinate 3rd party vendors 4

5 Not a One Size Fits All Solution The execution of one-time, massive, monolithic outsourcing agreements is no longer in favor in today s more cautious and flexible environment. Because all clients are different, EBS established an operations center equipped to manage heterogeneous implementations of any size continuously and proactively - a right-sized organization that is small enough to ensure focus and attention, but large enough to leverage clients experience. As such, some of our clients choose to start the relationship through monitoring - polling, detection and notification of predefined events on their managed server environment - and phase in level of system maintenance and management over some period of time. By offloading the day to day tactical operational responsibilities the client could realize the promise of EBS remote Infrastructure Managed Service - to redeploy their own valuable IT skills to focus on higher value activities supporting strategic initiatives - the kind of activity that generally brings greater job satisfaction for IT staff and results in intangible downstream retention benefits. Value Can Be Realized At Every Level Of Engagement Clients are freed to focus on high value activities while EBS will take on the day to day repetitive tasks. These spans from basic remote monitoring of critical servers and applications to a full scope end-to-end services adoption including requests registering and assigning, Solutions / Technology Implementation problem resolution or escalation to upper support level. Servers Configuration Maintenance Monitoring of the Operating Systems Requests - Registering and Assigning Seven Typical Offerings Leverage of EBS RIM Services Incident and Problem Resolution Escalation to Upper Support Level / to Vendor Reporting, Resource Usage Measurement and Trend Analysis 5

6 EBS Expertise We work closely with our clients to deliver infrastructure services that align with their unique business objectives, boost business agility, and enable an environment of innovation and continuous improvement. Clients consider: EBS REMOTE INFRASTRUCTURE MANAGED SERVICE for their optimization initiatives in three main expertise areas: Microsoft Solutions Citrix Solutions Symantec Solutions Why EBS EBS team brings more than 10 years of experience in serving businesses achieve their goals in a modern managed IT environment. Partnering with our clients, understanding their businesses and specific requirements, we apply a mix of people, processes and services, thus achieving cost control, adequate risk management and innovation readiness. We guarantee our services will be provided to our clients only by motivated, humble and respectful professionals with extensive focus on delivering value. We continuously improve the delivery of our technology services and to prove their excellence as well as the effective implementation of best practice in IT management, we certified our IT Management System under ISO/IEC The scope of EBS ISO 20000:2005 certification is one of the broadest on an international basis and cover: The IT Management System that supports provision of the following IT services: Service Desk Operation, Server Management and Support, Windows Network Management, Storage and Archiving, Database Administration, Directory Services Administration, Desktop Support, Internet/Web Management and Application Management to external client organizations as a Service Provider managed. EBS has strong and longstanding relationships with industry standard technology providers who work with us to deliver market-leading infrastructure solutions that best meet our clients' needs. These alliances not only expand and accelerate the value we deliver, but also provide deep knowledge about specific technologies and applications. 6

7 Getting started For ordering information about EBS Remote Infrastructure Managed Services please refer to our Headquarters: EBS Ltd. 12, Mihail Tenev Str Sofia, Bulgaria office@ebs.bg This datasheet is for informational purposes only. EBS MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY For overview of EBS Services please visit