xxx Managed Services ans.co.uk

Transcription

1 xxx Managed Services ans.co.uk

2 2 ANS Managed Services ANS Managed Services Our Managed Service capabilities are the lifeblood of our business and stand us apart from our competition. We have over 300 customers ranging from household brands to major government departments who all benefit from our 24x7 Managed Service. Let us take you on a journey through our Managed Service capabilities. The question we are consistently asked by our customers is; How do we transition from a manage and maintain culture to one of change and improve? We believe the answer is a Managed Service. This is the foundation that will drive business value IT and allow your team to focus on the IT needs of tomorrow. How does a typical IT department spend its time? Figure 1 - How IT Departments spend their time Source: Gartner 63% Infrastructure & Commodity Buy Kit/Own I.T./Run I.T. Low Value Add Little Differentiation Time Consuming I.T. Dept. Focused 21% Value Driven Core Applications Room for Value Add Differentiation 16% Tomorrow - Business Value IT Big Data/Analytics Mobile Devices Social business User Centricity Every budget has an I.T. budget An inordinate amount of time is spent in the infrastructure & commodity space buying, building and maintaining commodity equipment, leaving little time to focus on business value IT. When you look in detail at what holds a business back, the answers can typically be split into 3 distinct areas: Time Talent Trust Time spent maintaining servers, storage, networking, security, backups. Lack of skills to maintain converged & virtualised infrastructures. Trusting the infrastructure to deliver the SLAs to the business.

3 ANS Managed Services 3 With a Managed Service you can free up time and resource allowing a move towards business value IT which enables you to create the IT department of tomorrow. Business value IT can mean many things: big data, mobility, user centricity, social business and many more IT-driven business benefits. Fundamentally, these are all forward-thinking initiatives that your IT department simply doesn t have the time to spend on as it is held back by the day-to-day running of the IT infrastructure. This is where a Managed Service can help. Our aim is to revolutionise the way an IT department spends its time, allowing them to spend time and resource where the organisation needs it, driving Business Value IT. Figure 2 - Ideally how IT departments should spend their time. 16% Infrastructure & Commodity Managed Infrastructure Solves time and Talent Trust via Reputation Defined Services and Cost Models 21% Value Driven Core App. Development Value Add services Consumerisation, SaaS Relationship with Business 63% Tomorrow - Business Value IT Big data/analytics Mobility social business Business Centricity How does a Managed Infrastructure look? Effectively, ANS take complete responsibility for the infrastructure up to, and including, the virtual machine layer with the option to add infrastructure applications such as Windows OS, Active Directory, Exchange, SQL, Citrix to the Managed Service. You APPS USERS APPS APPS Business Value I.T. Competitive advantage Efficiency Growth VM VM VM MANAGED SERVICE 70% P1s can be avoided COMPUTE STORAGE NETWORK SLA Performance, Reliability, Scalability 24x7 Monitoring and alerting Robust SLAs Change and Incident Management Security ans.co.uk

4 4 ANS Managed Services 4 With research showing that up to 70% of self-managed infrastructure system-down incidents are caused by human error, trusting your support services to ANS alleviates this risk. Our Managed Services give our customers access to a wealth of expertise that allows them to focus on driving their business forward whilst their infrastructure is safely managed and maintained by specialists. The IT department can spend more valuable time aligning their resource to business objectives by enhancing business applications and user centricity to drive efficiencies, growth and competitive advantage. What can we manage? In a typical Managed Service we will manage the following components: FlexPod Infrastructure - Compute, Storage, Network & Security Cisco UCS Chassis Cisco Blades Cisco Fabric Interconnects NetApp Controllers NetApp Disk Shelves VMware/Hyper-v Hosts Virtual Machines Nexus Switches ASA Firewalls Infrastructure Applications Windows Server Instances Exchange Servers SQL Servers System Centre Servers AD Servers Citrix Servers Lync Servers Cisco Unified Communications Manager servers What does the service include? The service is tiered into three components: Vendor Warranty, Enhanced Support and Fully Managed Support

5 ANS Managed Services 5 All our managed services are underpinned by vendor warranty ensuring that any component failure or escalations are dealt with swiftly. Our high-level relationships with the vendors allow us to place call directly with back line support should we need to, thus saving valuable time. It should be noted that with the exception of a hardware failure, less than 2% of our calls are escalated to the vendor, such is the knowledge and capability of our Service Desk. Enhanced support is the second tier of the service after vendor warranty. This begins with a detailed on boarding health check to understand the intricacies of your environment. During this heath check we will benchmark the infrastructure against best practice and ensure the environment is running at the latest safe harbour release. This is followed by the installation of our bespoke monitoring and alerting service allowing us to tailor thresholds for such things as Disk Space, CPU Utilisation, System Performance etc. to your specific needs. These thresholds not only allow us to constantly monitor the health of your infrastructure but also feed into our TAEO (Trending, Analysis, Efficiency & Optimisation) report which will be delivered by your service manager either in person or via a WebEx, giving you valuable capacity-planning information. Uniquely, in addition to the monitoring service, we take regular snapshots of the configuration allowing us to reinstate this should the need arise. Our ITIL-accredited Service Management team functions as an extension of your own IT team. We deliver dedicated, high quality service and support to customers through a multi-level Service Desk team of experts supported by robust ITIL aligned Incident and Problem management process and procedures. Skilled staff are equipped to handle all incidents with expert knowledge of both the solutions and of the internal workflows and systems that facilitate effective handling and escalation when necessary. Our comprehensive SLAs range from P1 to P5 with a 100% target response on P1s of 30 minutes. A valuable component of the Service Desk is our Change Advisory Board (CAB) allowing you to run potential changes past our subject matter experts and gain access to first hand advice, utilising our skills and knowledge to minimise the risk of any changes and ensuring you are getting the most from your infrastructure. Service Fully Fully managed Fully managed managed ANS take ANS responsibility take ANS responsibility take forresponsibility for Availability Availability & Provisioning Availability & Provisioning SLAs & Provisioning SLAs SLAs Advanced Advanced Change Advanced Change management management Change management & Implementation & Implementation & Implementation process process process Change Change Authority Authority Change Board Authority Board Board Continuous Continuous Service Continuous Service Improvement Improvement Service Improvement Service Enhanced Enhanced Enhanced Support Support Support On-boarding On-boarding health On-boarding check health check health check Enhanced Enhanced monitoring Enhanced monitoring and alerting monitoring and alerting and alerting 24x7 support 24x7 support for 24x7 critical for support faults critical for faults critical faults Configuration Configuration repository Configuration repository repository Service Service management management Service management TAEO Report TAEO Report TAEO Report Root cause Root analysis cause Root analysis cause analysis Change Change advisory advisory Change board member advisory board member board member Enhanced Enhanced Enhanced Support Support Support On site hardware On site hardware On maintenance site hardware maintenance maintenance Telephone Telephone and remote Telephone and diagnostics remote and diagnostics remote diagnostics Vendor Vendor Warranty Vendor Warranty Warranty Vendor Vendor Warranty Vendor Warranty Warranty Vendor Vendor Warranty Vendor Warranty Warranty Enhanced Enhanced Enhanced Support Support Support Fully Fully Managed Fully Managed Managed ans.co.uk

6 6 ANS Managed Services The third tier level of the service is Fully Managed support where ANS take complete responsibility for the availability of your platform. Providing your business with a Utility grade SLA to guarantee your infrastructure. Our multi skilled change team and subject matter experts will provide the seamless implementation of changes through our robust change management process, on your behalf. You can also rest assured that our team of experts are monitoring your critical infrastructure from our Secure Operations Centre in the UK, 24 hours a day, 7 days a week, 365 Days a year. The vast majority of our Fully Managed customers will find that >75% of all incidents are identified by our Event management team, assessed and resolved with no interaction from the customer, freeing your team up to concentrate on driving your business forward. We have over 60 standard changes that are included within the fixed monthly fee covering a range of changes such as: Create new VMware virtual machine from template Create new VMware Virtual Machine with no OS Edit VMware virtual machine CPU or RAM settings Resize Windows 2008/2012 disk (VMware) VMotion VMware virtual machine Create new disk on a VM Resize Windows 2012 R2 disk Hyper-V Resize NetApp LUN Our standard change list is constantly enhance for the direct benefit of our customers. Aside from the time saved by engaging in a Managed Service you also benefit from the SLAs we provide. We target ourselves on 100% availability and provide you with guaranteed SLAs and service credit provision. In addition we will also provide root cause analysis on incidents and continuous service improvement to further drive value from the relationship. Our comprehensive Managed Services Handbook and Service Definitions documents the service and highlight the details ensuring we deliver a high quality service to you. The ANS GLASS portal is available to all enhanced and fully managed customers and will be granted to the named contacts as per your service definition document. Like with your named contacts, varying levels of authority can be enabled. The portal offers an updated and efficient way for you to communicate any requests or notifications with ANS, allowing you to do the following; Log an Incident Submit a Change request View Incident & Change status Update & Close incidents & Changes Notify ANS of any scheduled maintenance Access to the portal is provided at the point of on-boarding to your ANS Managed Service. Resize NetApp Volumes Create new NetApp CIFS shares Create new NetApp LUN

7 ANS Managed Services by Numbers 7 servicedesk@ansgroup.co.uk MANAGED WORKSPACE SERVICES MANAGED INFRASTRUCTURE SERVICES MANAGED PROTECTION SERVICES 24x7 365 SERVICE DESK ITIL ALIGNED PROVIDED YOUR NAMED CONTACTS? ROBUST INCIDENT, PROBLEM & CHANGE MANAGEMENT P1-P5 ANS.CO.UK/MS-DOCUMENTS SERVICE MANAGEMENT R EVIEWS..... CONTACT EMEA SUPPORT AND FLEXPOD PARTNER OF THE YEAR SLA MANAGEMENT ON INCIDENT RESPONSE & CHANGE IMPLEMENTATION TIMES HIGHLY QUALIFIED SUBJECT MATTER EXPERTS P1 ROUND-THE-CLOCK RESPONSE AVAILABLE BI-WEEKLY CAB GLASS.ANS.CO.UK ISO 9001 ISO ISO 27001

8 Get in touch... ANS Group Manchester Office Synergy House, Manchester Science Park, Manchester M15 6SY T F E enquiries@ansgroup.co.uk ANS Group London Office 18 King William Street, London, EC4N 7BP T F E enquiries@ansgroup.co.uk ans.co.uk