BTAS Optima. Monitoring, Reporting and Incident Management. btas.com.au

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1 BTAS Optima Monitoring, Reporting and Incident Management Keeping your high performance communications environment optimised and effective btas.com.au

2 What is BTAS Optima? BTAS Optima Reporting, Monitoring and Incident Management service is a combination of network software tools and skilled communications engineers working in a state-of-the-art Network Operations Centre (NOC) to keep your communications infrastructure healthy and in peak performance: BTAS Optima is composed of three key elements:.1 Monitoring and Reporting.2 Incident Management.3 End-User Quality of of critical and key through to resolution Experience (QoE) infrastructure components Dashboard-view of performance statistics, traffic and throughput Alarms and triggers for out-of-norm performance Capacity monitoring Monitoring of environment on 8x5x4 or extended hours Diagnosis, filtering, escalation of high priority issues Logging, ticketing, reporting of incidents with third party providers through to incident resolution Reporting on Service Level Agreement performance for third party suppliers Systems-based monitoring and real-time analysis of End-User experience performance - network latency - local hardware - local software stack Identification of causal factors of End-User Quality of Experience issues How does it work? Who is it for? BTAS Optima is offered as a subscription. There are a number of preliminary steps over the first four week period: 1. Discovery map the environment and its critical elements 2. Setup tailored monitoring and reporting for your environment and organisation with specific inclusions and agreed exclusions 3. Tuning Alerts and thresholds are adjusted so that we only report on what is important, when it is important The ongoing monitoring and reporting service will enhance dependability by filling the organisation s internal gaps in tools, know-how and resources to monitor, react to and pre-empt communications issues keeping your environment optimised. BTAS Optima service is designed specifically to provide enterprisegrade communications performance for mid-sized organisations - those with 100 to 1,000 people working across multiple offices. It solves the problem of growing organisations that are always finding themselves short of time or people to dedicate to keeping the communications infrastructure at peak performance BTAS will keep it optimsed. It solves the problem of organisations needing to focus on their business needs and priorities instead of building internal capability on non-core functions BTAS has built that capability. It answers the question of how mid-sized organisations can access robust, enterprise-grade NOC services without needing to invest capital or hire and train expensive experts BTAS has made that investment.

3 Benefits of BTAS Optima service Business Quicker identification of issues means faster resolution when managing service providers and partners; less business downtime Improved Management of Service Levels accountability through independent quantifying, measuring and reporting Greater visibility of the environment and its performance makes it significantly easier to manage the infrastructure and to plan for the future End-User Quality of Experience (QoE) monitoring and performance reporting will improve usability and productivity as well as reduce user frustrations Consider: If the average amount of IT service outages per month can be reduced by 50%. Then the total number of business users supported by IT operations FTE can be increased by more than 100%. If the percentage of false alerts can be reduced by 50%. Then the number of business users supported per-help-desk FTEs can be increased by 300%. Technical Proactively identify and prevent issues - Reduce Downtime - Reduction in Support Calls Freeing up internal resources to working on higher priority activities (instead of solving problems) Consider: If MTTR (mean-time-to-repair) can be reduced by 75%. The man-hours spent in war-room meetings can be reduced by over 59% per month (meeting time more than cut in half). Achieve rapid diagnosis when a fault does occur, speeding up overall resolution time - Decreased time-to-resolution - Increased service levels through proactive action reduces potential business impact and downtime Financial Maximise the effectiveness of the organisation s investment in communications infrastructure by: - Reducing investment in non-core capabilities, freeing capital and expense budgets to apply to core business Improve budget management and financial planning through - More accurate cost predictability - Improved leverage of existing investments in capital, equipment, resources and operating budgets - Reduced costs through capacity right-sizing Consider: If the number of critical incidents with application performance/ availability per month is reduced by 30% or more, then the labour cost to manage application performance can be reduced by 23% on average. Source: computer economics 2012

4 The Deliverables Incident Management Complete start-to-finish incident management, from identification, diagnosis, third-party vendor management, follow-up and closure Alerts and Triggers Thresholds for alerts can also be tuned to your environment so that you can focus on what is important and take action through preventive measures, before they cause a failure Reporting Visibility of network traffic flow, throughput, type and volume. Monthly reporting of exceptions and exceeded thresholds based on pre-agreed criteria 8x5 Live Eyes On Monitoring Experienced communications engineers working within the BTAS NOC alert to network and infrastructure health 24/7 Automated Monitoring Tailored and pre-agreed trigger sensitivity and alarm escalation on automated network monitoring 24 hours by 7 days Network Mapping Live Topology Mapping including Proactive Recommendations and Planning Advice to ensure the communications environment is optimised SLA Monitoring Third party provider monitoring and adherence to Service Level Agreement (SLA) reporting BTAS Network Operations Centre (NOC) Real-Time Network Monitoring Dashboard View Visual status alert of all network connected devices with threshold exceeded reporting. QoE Monitoring Quality of Experience (QoE) monitoring helps identify causal factors on end-user experience issues application responsiveness, collaboration tools, and network related latency. Network Topology Map Network Topology Mapping provides visibility over connected devices and critical infrastructure components. Network Traffic Reporting Visibility of network traffic flow, throughput, type and volume.

5 btas.com.au Process behind BTAS Optima Service Overview of key interactions BTAS NOC* - Expertise, Systems, Monitoring and Incident Management Hosted in Data Centre Firewall Secure Site-to-Site VPN Firewall All Sites across Private WAN s and Internet Live Network Topology View Secured and Accessible via any Browser Scales to thousands of devices *NOC - Network Operations Centre BTAS Monitoring and Reporting on any key infrastructure and its dependencies including: Anything with SNMP or WMI capabilities (almost all ICT systems, where it isn t available we will find a way) Networking Infrastructure & Network Performance (LAN, WAN, Wi-Fi, Internet, Security devices) Core Business Application Servers and other key Infrastructure Elements (CPU, RAM, Disk, FAN, Interfaces) Quality of Experience (QoE) Infrastructure, Applications and End-User Experience

6 Contact us on: btas.com.au