INSITE. Dimension Data s monitoring offering

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1 Dimension Data s offering

2 What s on your mind? Is your infrastructure management strategy optimal? Are you achieving optimum ROI on your infrastructure management investment? Are you employing the latest technologies and business models to reduce the total cost of your infrastructure? Do you feel under pressure to employ managed services and gain the associated benefits like your competitors in the marketplace? The importance of IT has never been greater. Today you are no longer simply managing an IT infrastructure you are steering the success of your business. Today s infrastructure must be agile, nimble and provide real time information to enable IT to support and add value to your critical business processes. Now is the time to empower your IT with an integrated solution that allows you to move from fire-fighting to proactive service provision. Now, its possible for critical information and communication devices to be located, monitored and managed anywhere in the world. Proactive and pre-emptive network management is now a business imperative At Dimension Data, the belief is that effective infrastructure management demands far more than elementary troubleshooting and device configuration. Today, infrastructure management good practice is all about predictive and preemptive management rather than problem finding or troubleshooting after an event has occurred. That s why Dimension Data have invested in an enhanced Remote Infrastructure Management (RIM) platform within the Global Service Operating Architecture (GSOA), which effectively and consistently provides end-to-end support and management of the client IT assets, regardless of the location. How INSITE is delivered to you Thanks to advances in technology it s not essential nor necessarily desirable that your infrastructure be physically located within the walls of the organisation. Now, it s possible for critical information and communication devices to be located, monitored and managed anywhere in the world. Today, around 90 to 95 per cent of infrastructure issues can be resolved remotely. Some of the key benefits that can be unlocked via the Dimension Data RIM platform include the following: Scalability and flexibility Flexibility is a cornerstone of the Dimension Data remote model. That s because the RIM platform is multi-tenanted and allows for regionalisation and client customisation as needed. This modular and scalable design enables Dimension Data to support a variety of technologies and products. What is INSITE The Dimension Data INSITE Service covers a wide range of technology and different service levels that can be tailored to suit your business needs. The result is improved and more consistent service quality and stability, reduced cost and the ability to respond quickly to changes. INSITE is delivered via a combination of secure systems, people and processes known as the Dimension Data Global Operating Architecture (GSOA). INSITE enables Dimension Data to maintain normality in a client s infrastructure by detecting abnormal events and managing the timely restoration of the infrastructure. All while making and keeping you, the client, aware of all aspects of the event with measurable performance indicators against each. Avoid capital outlays The elimination of the need for hefty capital outlays is another reason that Dimension Data services are being eyed by an increasing number of CIOs. In the past, IT infrastructure management usually consisted of asset based transformations. As an alternative, the Dimension Data remote model allows you to offload IT assets, by subscribing to IT service components, without having to actually acquire hardware. The focus is the reduction of total cost of ownership with simultaneous improvement in service quality. Benefit from an industry good practice approach It is a tall order building a RIM platform that will deliver services that are modular, scalable, automated, allow for the integration of vendor or clientsupplied tools and most importantly, is consistent. For that reason, the Dimension Data advanced RIM platform places a heavy emphasis on ITIL an integrated, process based, set of good practices to manage IT services. Dimension Data is of the belief that employing these good practices is a critical component to providing a scalable, portable, heterogeneous, and adaptable technology infrastructure.

3 INSITE features Dynamic user interface A user-friendly and configurable interface provides a single window of performance Management information Advance reporting capability with complete visibility on IT infrastructure performance Seamless process flow Automatic link with association to incidents, problems, known errors, tasks and changes Enabling security and privacy Ability to segregate and define groups in access and authorisation Service elements Monitoring and event management INSITE will monitor your infrastructure, identify events, diagnose them and recommend steps for quick and effective resolution. Event includes: Event identification, isolation and diagnosis including root cause analysis Event severity classification Initiation of remedial actions in line with the Service Level Agreement (SLA) Multidimensional notification Trouble-ticket generation Event resolution management Escalation management Performance INSITE implements performance metrics to effectively monitor and measure your network. Performance includes: Utilisation and availability Threshold Configurable thresholds Predictive analysis and reporting Identification of areas of concern Configuration management INSITE gathers complete configuration data and monitors changes through specialised tools and applications developed specifically for this task. Configuration management includes: Online infrastructure diagrams Security authentication and activity logs Change control processes Configuration file archiving Hardware and software inventory Technical/information reporting As various network management services are performed, INSITE gathers data and generates reports in response to certain events or milestones as specified by the SLA. Reporting services include: Event analysis vs. measured SLA Infrastructure health, service and statistical reports Situations to Watch proactive analysis Regular INSITE review meetings Service portal As part of your INSITE service, you will receive a dedicated service portal that provides real-time infrastructure management and technical information allowing you to drill down to Incident, problem, change and configuration items. View event information and drill down to the details of the event View reports View infrastructure status and metrics Log and track incident requests Access configuration files Carrier co-ordination When a WAN Failure or event is identified Dimension Data will log a call with the relevant carrier and collaborate with them to identify and resolve the event. Incident logging and tracking Report on incidents logged Service level management A key component of the Dimension Data client service philosophy is the assignment of a service delivery manager (SDM) to the client so as to provide a single point of contact at an operational level, for all technical, logistical and support issues. Service delivery management Regular review meetings Benefits to you Better service delivery Simplicity through intuitive service portal Interface Peace of mind thanks to having a highly resilient architecture Service level-driven and ITIL good practice delivery Globally consistent service delivery and visibility Root cause analysis leads into problem management for quick incident resolution and proactive support Proactive performance reporting enabling capacity planning Event management integrated with incident, change and problem management processes Flexibility Quick and easy customisations to meet your specific requirements with reasonable costs and timelines Modular and scalable architecture supporting a range of technologies and products Transparency Information at your fingertips through dashboards and notifications Real-time control and visibility of your operations and incidents through the Services Portal Investment protection Dimension Data undertakes the required investments for you; platform evolution and skills in new technologies are covered through your services contract

4 Benefits at a glance Cost savings Competitive pricing that aligns to your business needs and reduces your Total Cost of Ownership (TCO). Scalability A pool of certified engineers that achieve consistent service levels and economies of scale. IT infrastructure availability Proactive action to remediate infrastructure availability and performance. Round the clock support Certified engineers; available 24 x 7 x 365 and that adhere to strict SLAs, providing you with peace of mind. The importance of IT has never been greater. Today you are no longer simply managing an IT infrastructure you are steering the success of your business. The infrastructure of today must be agile, nimble and provide real time information to enable IT to support and add value to your critical business processes. Access to good practices Dimension Data follow an ITILbased service management approach, integrated into the RIM platform and ITSM systems. Sharpened management focus: You are freed from day-to-day IT issues to focus on building your company s core business. You are assured of getting the best Service Delivery because INSITE is aligned to the Information Technology Infrastructure Library (ITIL), which is regarded as good practice for IT Service Management across the globe.

5 Levels of service service level 1 (reactive) service level 2 (interactive) service level 3 (pro-active) deployment Initial deployment 56 day baseline with threshhold update User training Report management training Configuration baseline service desk Escalation management Incident registration Incident management Incident closure confirmation Facilitation of service restoration Service level management Notification parameters Alarm initialisation 15min 15min 15min 10min 10min 10min 5min 5min 5min Investigation 30min 30min 30min 25min 25min 25min 20min 20min 20min Update interval 90min 90min 90min 60min 60min 60min 30min 30min 30min Restoration 20min 20min 20min 15min 15min 15min 10min 10min 10min

6 Levels of service (cont.) service level 1 (reactive) service level 2 (interactive) service level 3 (pro-active) event management Available events Configuration events Performance events Capacity events Event correlation notifications Initial notifications Assignment notifications Resolution notifications Interval notifications reporting Management summary Availability Capacity Thresholds Service desk reports SLA reporting Health Historical events Utilisation

7 Levels of service (cont.) service level 1 (reactive) service level 2 (interactive) service level 3 (pro-active) reporting (cont.) Trend Exception Weekly event analysis Monthly detailed analysis Situation to watch configuration item tracking CI maintenance Topology map maintenance pro-active Daily/weekly performance report Proactive engineering Level 3 interactive Basic configuration management Monthly trend report Level 2 reactive Event management Live statistics Level 1 CS / DDCC-0766 / 03/11 Copyright Dimension Data 2011 For further information visit:

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