solution based approach : : : : : building relationships through partnerships
DESCRIPTION
Solution Based Approach : : : : : Building relationships through partnerships. www.sbainfo.in. About Us. Recognitions for growth: Offering IT services & Solutions since 1991 VMware Enterprise Partner NetApp Silver Partner IBM Advance Partner - PowerPoint PPT PresentationTRANSCRIPT
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Solution Based Approach : : : : : Building relationships through partnerships
www.sbainfo.in
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About UsRecognitions for growth:
• Offering IT services & Solutions since 1991
• VMware Enterprise Partner
• NetApp Silver Partner
• IBM Advance Partner
• Cisco Registered Partner specialized in network infrastructure
Stable & Track Record:
• Consistent growth rate of 40% YoY in revenues
• 98% customer retention• 80% businesses are references and
repeat in nature
Our DNA:
• Tech Support focused services
• Focus on serving Technology Leaders
• Long term, valued partnership
• Process & innovation driven
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Our Partners
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Our Clientele
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Solution Portfolio
Virtualization & Consolidation
Messaging & Collaboration
Data Protection
Information Security
Networking
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Virtualization & Consolidation
• Server, Desktop & Application Virtualization
• Technology adoption recommendations
• Compute, Storage and Network Solutions
• Migrations & On going support– High Level consulting and planning– Business objective focused migration
expertise– P2V Migration based on customer
requirements and licensing options– Contingency Planning, Design,
Implementation, Deployment – Dedicated support ensuring implemented
projects protect their business interests
• Private Cloud Adoption, Self Service Portals and Chargeback Mechanism
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Messaging & Collaboration
Simplified Messaging & Collaboration Solution
Enhancing Communication within and External to Organization
Delivery as On Premise or Hosted Services
MS Exchange, Zimbra, IBM Lotus Notes , Google Apps
Unified Communication Solution with Voice and Video Integration
Complimenting solution – Email Archival, Email Security, Single Sign-on etc
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Information Security
Securing IT Assets & Safe Guarding against Threats
Network, Host and End Point Protection
Threat Vectors to include Applications , Users , Hackers
Protection against Data Leak, Data Corruption , Network
outage
Prevention Technologies DLP SIEM IPS / IDS Web & Email Gateway Firewall & VPN
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Data Protection
Data Backup, Archival and Recovery
Disk to Disk, D2D2T, Far Site / Offsite Backups
Archival Solution Compliance or Process Needs Faster Restoration
Disaster Recovery Solutions
Customer Owned / Hosted DR Sites
Rule Book Automation
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Networking
Experts in Plan, Design, Implement,
Manage Networking
Layer 2 to Layer 7 Networking
Enterprise Secured Wireless Solutions
Switching, Routing, Layer4-7
Application Accelerators, Load
balancers, Secured Application Access
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Services Portfolio
• Managed Services
IT Infrastructure Monitoring and Management
Network Infrastructure Monitoring and Management
Day 2 Support (Extended NOC Services)
Information Security
• Professional Services
Consulting Implementation Migration/Integration
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Services Portfolio – Managed Services
IT Infrastructure (Extended Support)
Application Monitoring & ManagementAsset ManagementData Center Monitoring & ManagementDesktop ManagementMessaging & CollaborationServer Monitoring & ManagementStorage ManagementVirtualization & Consolidation
Network Infrastructure (Back-end Support)
Unified Communications Design Support & Remote Provisioning Converged Network Design & SupportReactive Network Support (Level 1, 2 & 3 Support)
Day 2 Support (Extended NOC Services)
Level 1, 2 & 3 Support
Information Security
Data Loss Prevention (DLP)Security Information & Event Management (SIEM)Unified Threat Management IDS & IPS Signature Management QOS ( Quality of Services) Deep Packet Inspection Reporting & Analysis VPN Security & Port Management Virtual private Network security Encryption and Authentication Manage and block ports
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Technical Support Augmentation Process
Client Central Office
SBA Network Operations Center
NMS System
VPN Connectivity To Central
NOC-
Sonic Wall
Customer ALocation
VPN Tunnel to NOC
Internet
Each customer network is connected to the SBA NOC through a secure VPN connection, limiting SNMP and ICMP traffic.
Customer BLocation
VPN Tunnels to Central Office
NMS Tool & Service Deskused by SBA & Client
NMS Backup
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NOC Process Overview
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Priority Levels
Priority Level Description Response Time*
Resolution Time**
Closure Time***
P1: Critical(5-Very High )
A Problem that affects entire process/Network or 80% of the users in the Head office
< 4 Hours < 8 Hours < 8 hours
P2: Major (4- High )
A problem that affects a typical user < 6 Hour Next Business Day
P3: Minor (3-Normal )
A problem that affects the productivity of a user/users (such as performance of a system is slow)Planned Installation, Movement of equipment, addition / deletion of Hardware / Software
Next Business Day
2 Business Days
P4: Planned Activities(3-Normal )
These are basic activities that involve multiple vendors and are of time consuming. Includes installation of new application software, Migration of existing application, Re-organizing your network, Planned shutdown of Servers for maintenance purpose etc.
As per Mutually Agreeable Terms
*(Excluding Travelling time if involved) ** (Workaround for an issue or that the problem can be reopened)*** (Permanent solution. Will not require to reopen the problem)
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Support Levels
Level 1 Support Monitor, Verify and Notify Alarms Trouble ticket management through Service Desk Basic hardware troubleshooting through NMS Escalation management
Level 2 Support Support for IPT, IP, AVVID, WAN, VPN Networks Diagnose, troubleshoot and resolve complex problems Work with vendors Configuration management Patch and Standard Change management
Level 3 Support Advanced support for end-to-end internetworking issues Diagnose, troubleshoot and resolve highly complex problems Expert engineers work solution with hardware/software vendors, 3rd party service providers etc Root cause analysis
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Extended Support Options
Resource/Device Based (Dedicated resource): Engineers Level 1/2/3, as required Shared NOC Infrastructure Synchronization with client’s Level 3 Engineers
Fixed Time/Task based (Dark Hours/Weekends/Day): Shared engineers Level 1/2/3, as required Shared NOC Infrastructure Shift Hand off-Take off process with client’s NOC Service desk shared with client’s support engineers
24x7 Total Support: Dedicated Engineers Level 1/2/3 Dedicated NOC Infrastructure Synchronization with client’s Level 3 engineers
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Shift Hand Off – Take Off Process
30 minutes to new shift
10 minutes to new shift
5 minutes of new shift
Shift handoff form preparation
Shift handoff takeoff meeting
Shift Takeover signoff and mail
sent
Shift Changeover flowOutgoing Shift Tasks:
Highlight all major priority incidents in the handoff sheet
Prepare schedule activity and maintenance for next incoming shift
Prepare Shift activity report
Incoming Shift Tasks:
Sign on and decide the handling of incidents
Allocate analysts for the schedule activity and maintenance
Shift Lead decides engineer and task allocation
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Transition Process
Knowledge Transfer
Stabilize Process
TransitionProgram Plan Layout
>> Current Environment Study
>> Initial Engagement Plan
>> Plans for Knowledge Transfer Phase
>> Study Previous Problems
>> Identify externals & Dependencies
>> Current Environment Study
>> Initial Engagement Plan
>> Plans for Knowledge Transfer Phase
>> Study Previous Problems
>> Identify externals & Dependencies
>> Understand present Infrastructure
>> Understand Technologies Used
>> Understand current process and SLA & Escalation Matrices
>> Quality Process
>> Security Process
>> Reporting Procedures
>> Understand present Infrastructure
>> Understand Technologies Used
>> Understand current process and SLA & Escalation Matrices
>> Quality Process
>> Security Process
>> Reporting Procedures
>> Ramp up as per Schedule
>> Process Transition
>> Establish Performance Parameters
>> Reporting
>> Ensuring SLA Parameters are met
>> Backup Plan
>> Ramp up as per Schedule
>> Process Transition
>> Establish Performance Parameters
>> Reporting
>> Ensuring SLA Parameters are met
>> Backup Plan
>> Finalize Process & Quality guide book in line with SLA
>> Implementation of all processes across all technologies
>> Set up Project Manager
>> Project Management
>> Risk Management
>> Finalize Process & Quality guide book in line with SLA
>> Implementation of all processes across all technologies
>> Set up Project Manager
>> Project Management
>> Risk Management
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Professional Services - Consulting
• Active Directory• Back-up & Disaster Recovery• Cisco Networks• Cloud Solutions• Data Center• Messaging & Collaboration• Networks• Security - SIEM, DLP, IDS &IPS Signature Management, VPN Security• SharePoint• Unified Communications• Virtualization & Consolidation
Plan
Design
Migration
Implementation
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Professional Services – Implementation & Migration
Implementation
• Cisco – Unified Communications & Telepresence• Microsoft - Active Directory, Office 365, SharePoint• Virtualization - VMware, HyperV, Citrix• Storage – NetApp, EMC, IBM• Messaging – Zimbra, Microsoft Exchange, Google Apps• Security –SIEM, DLP, IDS &IPS Signature Management, VPN Security• Data Center, Disaster Recovery and Back-up• Cloud - Amazon, Softlayer, Rackspace
Migration/Integration
• Cisco Unified Communications, Avaya• Microsoft - Active Directory, Office 365, SharePoint• Virtualization using Cloud• Storage – SAN, D-Duplication• Messaging – Zimbra, Microsoft Exchange, Google Apps• Data Center Migration/ Integration• Cloud - Amazon, Softlayer, Rackspace
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Data Center Services & Support
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Multi Vendor Technologies
Storage
EMC
Netapp
IBM
HP
Hitachi
NMS Tools
Kaseya
Tivoli
HP Openview
Solarwinds
N-Able
IT 360
Nagios
Microsoft
Active Directory Services
Exchange Server
SharePoint
HyperV
Virtualization
VMware
Hyper V
Cisco
Unified communications
wireless
Contact Center
MPLS/ VPN
Security
Citrix
Xen Desktop
Xen Server
Opencloud
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Partnership Benefits
Capabilities• Scalable & skilled talent pool• Quality & secured Infrastructure• Innovation & Creativity• High availability
Competitiveness• Flexible Models & Right costs• Alignment with Business Goals• Integrated Technology &
Operations• Desired end results
Change• Managing Business Cycles• Quick adoption• Sustainability
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Thank You!
SBA – The right Partner with right Delivery
Contact Us:
SBA Info Solutions Private LimitedNo:19, “SBA House”, 46th StreetAshok Nagar, Chennai , Tamilnadu, India. Pin 600083.Ph: +91 44 24897598 (3 Lines)Email: [email protected]: www.sbainfo.in US Phone: +1 206 792 9394