CenterBeam Managed Services Overview

Transcription

1 CenterBeam Managed Services Overview Q Accelerating IT to the Speed of Business

2 CenterBeam s DNA Founded as a Cloud Services Provider in 1999 HQ, San Jose, CA NOC and Engineering, San Diego, CA NOC and Customer Care, Saint John, New Brunswick Canada Managed IT service provider extending IT capabilities for mid-size organizations: Build Robust Infrastructure $60 million investment in sophisticated IT infrastructure Manage Overwhelming Complexity Best practices and processes from Fortune 500 Organizations Scale to Meet Ever-changing Demands Breadth of subject matter experts provide a level of support, flexibility and agility Providing over 60,000 daily services across 49 countries and 6 continents Organizational Focus IT staff can focus on strategic IT initiatives instead of day-to-day support and maintenance issues SAS-70 Type II Certified x2 CenterBeam and our Data Center partner Quest are certified 2

3 CenterBeam Approach Leveraging CenterBeam s Pre-defined IT Infrastructure Best Practice Processes Highly Skilled People Passionate About Technology Directory Driven Automation Client Goal Alignment Engineered reliability Maximize end-user productivity Result Over 97.5% user satisfaction rate* 0.6 cases per user per month 3 * Measured by independent third party

4 CenterBeam: Serving the Mid-Market Scale services up or down as needed pay only for services actually used Total Satisfaction Guarantee No long term contracts 7 X 24 X 365 Always On Technology / tool management and upgrades are included in base services Customer IT staff can focus on strategic projects instead of day-to-day support and maintenance issues Overall customer satisfaction : 2010 full-year at 96.1% 2011 YTD 97.5% Control remains with the Client MyCenterBeam.com Portal provides transparency 4

5 Recognized Infrastructure & Cloud Computing Expert Hosting Solutions Security Solutions Mobility Solutions Information Worker Solutions Unified Communication Solutions Advanced Infrastructure Solutions Networking Infrastructure Solutions Cisco Channel Customer Satisfaction Excellence Recognized for Customer Satisfaction by Cisco Channel Program Recognized for Excellence in Customer Service Recognized for Outstanding Relationship Management 5

6 Geo-Redundant NOCs

7 Service Portfolio Customer Premise (Managed Services) Hosted Collaboration (SaaS) Virtual Datacenter (DaaS, IaaS, PaaS) Endpoint Security Remote DBA Virtual Infra Mgmt CenterBeam 365+ Dynamics Apps & Desktop Infrastructure Platform Mac PC Mobility MS-SQL Citrix VMware Server Network Exchange SharePoint Lync CRM Virtual Apps Virtual Desktop Virtual Private Server Web Hosting Database Hosting Helpdesk Management & Monitoring Professional Services Customer Premise & Datacenter Customer Premise Virtual Office 7

8 Endpoint Security Endpoint Security Windows PC Macintosh 24x7 Staffed Monitoring as a Service (MaaS) Helpdesk w/case Tracking & Reporting Incident Management Event Management (Receive, Log, Classify & Notify) SaaS Anti-virus Protection Optional SaaS Anti-Spyware Protection SaaS Patch Management SaaS Software Distribution Automated Hard Drive Defragmentation CenterBeam Continuous Configuration (C3) Self-healing for CenterBeam SaaS Tools Configuration Management SaaS Asset Tracking (Dashboard) Data Protection (Streaming Offsite Backup & Recovery) Data Defense (PC Data Encryption & Destruction) N/A 8

9 Remote DBA Remote DBA Initial Analysis Current Performance & Configuration Backup & Maintenance Process Scaling SQL Server Setup Maintenance Plan Backup Process Proper SQL Configuration Monitoring 24x7 Monitoring of all SQL Activities 24x7 Monitoring of Performance Remote Consulting Remote Support Four Hours of DBA Consulting per Month Streaming Offsite Backup & Recovery Traditional Onsite Backup & Recovery 9 MS SQL Optional

10 Virtualization Offerings Virtualization Portable Applications (Published Applications) Portable Workspaces (VDI) Remote Access (Web Interface) Citrix Micros oft VMwar e Option 24x7 Staffed Monitoring as a Service (MaaS) SaaS Anti-Malware Protection SaaS Windows Security Patch Management Software Installation & Application Compatibility Management OS & Networking Service Management (AD/DNS/DHCP/WINS) Problem Management & Root Cause Analysis (RCA) Change Management (SAS-70 Type II Certified) Planned and Unplanned Maintenance & Remediation Performance Monitoring & Recommendations Server Virtualization Server Consolidation al Streaming Offsite Backup & Recovery Traditional Onsite Backup & Recovery 10

11 Windows Server Management Windows Server Management Basic Standard * 24x7 Staffed Monitoring as a Service (MaaS) SaaS Anti-Malware Protection SaaS Windows Security Patch Management SaaS Software Distribution SaaS Asset Tracking Access to Dashboard Change Management (SAS-70 Type II Certified) OS & Networking Service Management (AD/DNS/DHCP/WINS) Problem Management & Root Cause Analysis (RCA) Configuration Management Planned and Unplanned Maintenance & Remediation Performance Monitoring & Recommendations Proactive Hardware Monitoring & Management Streaming Offsite Backup & Recovery Traditional Onsite Backup & Recovery Optional 11 * Standard Service requires Dell, HP or IBM Enterprise Class Server Hardware which meet CenterBeam Hardware Requirements

12 Network Management Network (WAN & LAN) Management Basic Standard 24x7 Staffed Monitoring as a Service (MaaS) Incident Management SaaS Asset Tracking Access to Dashboard Change Management (SAS-70 Type II Certified) Integrated Response Center (IRC) Case Tracking & Reporting Event Management (Receive, Log, Classify & Notify) Client-specific Escalation & Notification Procedures Configuration Management Problem Management & Root Cause Analysis (RCA) Performance Monitoring & Reporting Planned and Unplanned Maintenance & Remediation Threshold Monitoring and Reporting Proactive Hardware Monitoring & Management Supplier & RMA Management Circuit Remediation with Telco 12

13 Hosted Collaboration Suite Hosted Collaboration Suite (HCS) Offline (OST) & Personal Folders (PST) Support Enterprise Global Address List Shared Contacts, Calendars, Tasks & Folders Full Public Folder Support & Resource Mailboxes Single Mailbox & Single Item Recovery Secure Instant Messaging & Collaboration Secure Document Management & Collaboration Sales Force Automation & Customer Relationship Mgmt Exchange Secure IM SharePoint Dynamics CRM Secure Web Access SaaS Malware Protection (Multi-engine / multi-layered) Secure Web-based Access 24x7 Staffed Monitoring as a Service (MaaS) Change Management (SAS-70 Type II Certified) Wireless Sync (ActiveSync, Good & Blackberry (Rim)) Personal Archive (Virtual PST) Discovery Archive (ediscovery) Compliance Archive 13 (SEC/FINRA) Optional

14 Host Your in the Cloud with CenterBeam 365+ Unique differentiators Experience Integration Security Delivery & Support 26

15 Virtual Datacenter Virtual Datacenter Portable Applications (Published Applications) Portable Workspaces (VDI) vapps VPS Web Hosting SQL Hosting Optional Remote Access (Web Interface) Unique Web Site URLs Software Installation & Application Compatibility SaaS Anti-Malware & Security Patching Problem Management & Exception Handling Configuration Management Planned & Unplanned Maintenance / Remediation 24x7 Staffed Monitoring as a Service (MaaS) Server Virtualization / Consolidation Windows Management & Monitoring Database Administration & Monitoring Streaming Offsite Backup & Recovery Traditional Onsite Backup & Recovery 15

16 100% 80% 60% 40% 20% 0% Overall Satisfaction with the Handling of this Case Not Satisfied Satisfied Very Satisfied Very Satisfied: 91.0% Satisfied: 5.9% Not Satisfied: 3.1% Mean % 16.8% Point Satisfaction Scale Helpdesk Integrated Support Contact Types End User AAC User IS User ATC User BC User 24x7 Help Desk Services via Phone, or Web Single Point of Contact (SPOC) Anywhere Remote Support Feature, Functionality & How-to Support Level II Engineers on the Front Lines CenterBeam Help & Support Bell (EU Access) Percent Service Order Form (wsof) 1.6% 0.6% 1.0% 1.1% 2.1% 2.7% 6.9% CenterBeam Help & Support Bell (Admin Access) Good morning Rourke. Pat O Today is June 14, 2006 SaaS Support Tracking, Reporting & Call Routing 3rd Party Customer Satisfaction Measurement IT & Executive Dashboard (online Portal) CenterBeam Remote Control (CBRC) Access Automated Reporting (Weekly, Monthly & Quarterly) Procurement Support Contract Signatory 16

17 Integrated Solutions Optional Integrated Solutions Storage as a Service - Streaming Server BUR (D-2-D-2-I) Storage as a Service - Streaming PC BUR (Delta-blocking) Cisco Software based VPN Client SaaS Managed Hosted DNS SaaS Internet Fax (Inbound/Outbound) Solutions Prof Svc Telephony - Telecom Expense Management Telephony - Wireless Expense Management Telephony - Hosted PBX (VoIP) Security - Unified Threat Management Web Content Filtering Managed Intrusion Detection (IDS) Managed Firewall LiveVault Connected Security Assessment Network Assessment & Design Virtualization (Citrix/VMware) Assessment & Design Active Directory Assessment & Design 17

18 Professional Services Area of Expertise Network Convergence Description The redesign and deployment of a network to converge data, voice and video services over a single IP Network to reduce overall costs and complexity on both the LAN and WAN side. Common technologies that apply are MPLS, Ethernet, T1, DS3, etc. Network Security Network based security solutions focused on highly available Firewalls, Intrusion Detection, Intrusion Prevention, Secure VPN, and Secure DMZ. Wireless LAN & WAN Systems Engineering Desktop Engineering Wireless based LAN and WAN solutions designed for maximum throughput, coverage and security. Including WiFi, Microwave, Miliwave and more. Deep knowledge of Active Directory and related Networking Services. Strong expertise in server & systems infrastructure design/build services. Ability to manage systems infrastructure from our NOCs Provides planning, design and implementation of MS based desktop operating systems for large scale upgrade and migrations Messaging Engineering Primarily involves Microsoft Exchange based messaging system. Ability to design messaging platforms supporting enterprise scale user environments. Includes Tier I-III engineering and architecture services Virtualization Experts in VMware & Citrix with the ability to perform full life cycle of design, build and manage 18

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