Remote Infrastructure Support Services & Managed IT Services

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1 Remote Infrastructure Support Services & Managed IT Services Remote Desktop Services are designed to optimize the customers IT resource utilization and provide a standardized end-user environment. The mature delivery processes are tailored to address the needs of diverse customer segments. The experience is in delivering high-quality Desktop Services. Services Offered Services Asset Remote Desktop Control and Support Software Distribution Client Application Environment Support Migration Services Vendor Professional/Project Services Platform Services Application packaging and core build services Platform Services Platform Design & Deployment Services Platform Migration Services - Desktop (NT to XP) Platform Optimization Services (Windows Active Directory and Networking Services (DNS, DHCP, WINS) Reduce costs and improve end-user efficiency The Enterprise Help Desk Services have a significant impact on the help desk productivity and end user efficiency. This is made possible by the proactive approach which addresses not only escalating issues, but also identifies and prevents recurring issues. The extensive reporting helps in better understanding of issues and improved service delivery. We take care of the enterprise help desk, the clients are certain to experience the benefits of improved efficiency, 24x7 availability and greater control over your IT costs. Services Offered- Integrated Help Desk from Level 1 (Call logging) to Level 3 (System Administration) Facilitating customer change request management, software license management, configuration management, availability management Handling incidents, problems, and service requests In-house developed ITIL compliant helpdesk tool

2 Improved productivity and optimal resource utilization Our End-user Services are designed to improve end-user productivity and provide streamlined services to end-users of enterprises with operations across locations. Our services help standardize processes and the end-user environment by facilitating centralized support. The End-user Services encompass 24x7 management of desktops and operating systems, office automation applications, business applications; troubleshooting of local network issues and technical support services for end-users. Services Offered Centralized Desktop Services Help Desk Services Asset Remote Desktop Control and Support Desktop Applications Support Application Packaging and Core Build Services Roll Out Services Benefits Centralized Desktop Services Improved end-user productivity Increase in end-user Satisfaction Reduction in costs through: Increased first call resolution Reduction in the number of end-user calls Centralization of local Help Desks Optimal IT resource utilization Standardized end-user environment implementation Data Center & Consulting Services According to a study by the Data Center Institute, over 50% of existing data centers will have to undergo a drastic change to cope with evolving business conditions and emerging technologies. This involves large scale expansions, upgrades, migrations and makeovers of existing data center infrastructure. Data center consulting and management are critical to help you manage evolving mission critical environments. The holistic approach to data center services takes into consideration not just the technology but also business objectives. The team works collaboratively with the clients to ensure 24x7 access to data, improved performance, and operational flexibility with minimal business disruption. It Data Center Consulting and Services has been designed for large as well as small and medium businesses. A completely flexible model is offered that allows either dedicated or shared services centers with the option to outsource based on the business needs.

3 Database Administration (DBA) Services ensure 24x7 availability and performance of the business critical databases. The Database Administration experts continuously monitor, manage and ensure optimal performance of the database environment and function as an extended arm of your organization. Clients will benefit from the reports the DBAs generate that enable improved decision making and increased end-user client satisfaction. Additionally, the analytical tool set for database administration can help you evaluate the options and build a better database administration strategy. Core Database High end services competency development Application and Database Grid computing Application Server Business Continuity Database and Application performance Tuning Disaster Recovery Backup and Recovery Core Database Administration services General Support and Maintenance Upgrades and Migrations Database tools and utilities Database implementation and configuration DW Database support and Maintenance New emerging DBA technologies

4 Comprehensive storage management and managed backup services, ensuring an enterprise s businesses run efficiently while you are confident that your data is safeguarded and secure. Recommending data storage solutions and backup solutions that help create a strategy to addresses the challenges you face and optimize the existing infrastructure resulting in the easy reuse of data. The data storage solutions and backup services will help extract the best out of the data storage infrastructure by aligning capacities and performance demands with important business continuity parameters like availability and compliance in a cost-effective manner. Data Storage Solutions and Backup Services Storage Systems Monitoring & Availability Performance of the SAN/NAS Fabric Storage Array Backup Storage LAN Configuration & Zoning Incident Problem Change Configuration Service Level Vendor and 3rd Party Supplier Coordination With challenges like security, compliance requirements and site traffic, constant monitoring and support of the web-based applications is necessary. Web Infra Services ensure your web infrastructure is up and running, and performing 24x7. Our proactive approach to web infrastructure goes beyond mere problem-fixing and ensures optimal utilization of the existing infrastructure. We have designed our web infrastructure services to provide you a reliable, secure and scalable model to accommodate any future changes in the business.

5 Web Availability Monitoring Web Application Web site Administration Web Infra Services Backup (scheduling, backing up, status monitoring, testing) Predefined Thresholds Monitoring for Web Services Change Service Level Vendor and 3rd Party Supplier Coordination Configuration Problem Incident Apache Tomcat Jboss Netscape Microsoft IIS Support Levels Level 1 Support This level of support is designed to act as primary contact for computer support and preventative maintenance for desktop computers, laptops as well as installation of computer peripherals. Level 2 support These customers typically have one or more servers on a network and require a higher level of technical expertise for server maintenance. Technicians can also provide onsite installations of new desktops, laptops, printers and software in a networked environment. Members of the Level 2 support team will also assist on issues escalated beyond the Level 1 support team. Level 3 support There are many specialized technicians' skills that may be required beyond the scope of Level 1 and 2 support services. At Level 3 the support technicians are typically engineers that work on more complex problems and are highly focused in a particular area of development. Support Schedule Frequency Daily Task 1. Data backup log review 2. Telephone support

6 3. System availability monitoring Weekly Monthly 1. Check server error logs 2. Check the storage device statistics 3. Review file server cache statistics 4. Check server disks and volumes 5. Update security patches at the OS and application level 6. Review antivirus definition files 1. Review all users and objects on the network to make sure that there are no intruders, obsolete accounts, or unauthorized accounts. 2. Test the backup device 3. Operating system updates 4. Disk volume maintenance Yearly 1. Asset review and system audit