Ikon Managed Services

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Transcript of Ikon Managed Services

  • Keross Philosophy

    At Keross, we believe the key to business success is the ability to harness and understand conclusions inspired by several un-correlated events Synchronicity. For us, Synchronicity means success found through business and technical harmony which is why we created IKON Managed Services

  • Keross Presence

    Our client and partners span over more than 45 countries across 4 continents

  • Some References

  • Keross Portfolio of ServicesKeross portfolio of services currently includes four lines of business:

    Business Intelligence Services

    Managed Infrastructure Services Vision 24/7

    Managed Security Services Vigilant360

    Managed Voice Services

  • IntroductionMonitoring and NotificationsMicrosoft OS Monitoring and ManagementUNIX OS Monitoring and ManagementNetworks Monitoring and ManagementDatabases MonitoringHelpdesk ApplicationReporting Pricing ModelReferencesContactAGENDA

  • AdvantagesOperational Cost reductionUp to 40% reduction. ROIin less than 6 months. No investment, very low TCO.Downtime ReductionAnticipation of downtime, ProActive Monitoring and Active SupportTechnical FlexibilityIndependant of Customer environment and architectureFree of charge customizationAdaptative PricingCustomer Oriented Pricing to match budget requirements

  • What We ProvideMonitoring and Availability Management24x7 automated network support, with user-defined notification and escalation rulesProactively stop issues before they happen and reduce their impact

    Performance Management Reports for capacity planning and predictive analysis, so you can make informed decisions

    Service Management Measure the value you are getting from vendors and service providersRequests and outages processing using best practices based on ITIL

    Remote Diagnostics, Remote Control and On-site supportNotifications containing important information about the machine and networkAbility to take control of a device for immediate remediationLocal support

  • SystemsLinux, Microsoft Windows, Mac, Z/OS, AIX NetworksCisco, Juniper, Nortel, 3COM, CheckPoint, Fortigate, NetscreenSecurityFirewall, IDS, IPS, log managementDatabasesOracle, DB2, Microsoft SQL, MySQLVoIP, IPTCisco, AsteriskVideo ConfCisco TelePresenceApplicationsERP, SAP, CRM, Core bankingPerformanceWEB, applicationsHardwareDell, HP, IBMMailsMicrosoft Exchange, BlackberryBIDashboard reports with misssion critical informationServiceDesk Full ITIL compliant

    New application can be developed in 2 weeks time free of charge

    Areas Of Interests

  • KEROSS NOCCustomerNotificationsReportsMonitoringManagementThird-party ApplicationsHow It Works Probes and Agents Execute monitoring and management tasks Installed in customers network, behind firewallsAll communication is outbound from customers networkSecure data transfer using HTTPS and 128 bit encryption

    Central ServerInternet facing self-contained appliance located on Keross, Partner or Customer servers

  • Introduction Monitoring and NotificationsMicrosoft OS Monitoring and ManagementUNIX OS Monitoring and ManagementNetworks Monitoring and ManagementDatabases MonitoringHelpdesk ApplicationReporting Pricing ModelReferencesContactAGENDA

  • Operating System APIsAgents query local OS for baseline health metrics

    Log File AnalysisAgents scan application log files (XML & TXT) for regular expressions or stringsWindows Event Logs

    TCP/IPPort monitoring

    WMIMicrosoft proprietary method of collecting data from Windows systems and applicationsSNMP Service EngineCollect performance and availability data from SNMP enabled devices (inc. CCTV cameras, UPS, environment control devices, etc..)

    Syslog / SNMP TrapsMonitor log & trap data from monitored devices (i.e. firewalls)

    ODBCMonitor results of any query sent to an ODBC compliant database

    EDFAPI to allow for custom metric collection for devices which agents are not available (i.e. Backups, etc..)Industry Technologies

  • MethodsBy email and SMSOne or many peopleCustomizable automatic escalation procedure

    UsabilityBased on configurable thresholdsGlobally available for customer (from Internet)Specific to customers and/or devices

    Scheduling and escalationCustomizable schedulesOptional escalations, delays and repeats availableNotifications

  • Introduction Monitoring and NotificationsMicrosoft OS Monitoring and ManagementUNIX OS Monitoring and ManagementNetworks Monitoring and ManagementDatabases MonitoringHelpdesk ApplicationReporting Pricing ModelReferencesContactAGENDA

  • Remote Desktop SupportAttended remote desktop initiated by a customer user requesting technical supportPatching, GPO, configuration, NIC monitoring, hardware issues, etc...Remote ControlUnattended remote desktop connection (important for i.e. MS XP, MS VISTA)Allows remote connections to devices managed by an agent or a probe

    MethodsRemote Support Manager (JAVA based application)VNCTerminal ServicesRemote Control

  • MS supported versions: Windows 2000, 2003, 2008, XP, Vista, Exchange

    Install software remotelyUnattended software installationSchedule for one or many computersStore software centrally on Jeraisy server or on Clients server

    Execute scripts remotelyRemediate problemsRun maintenance tasksSchedule your executionsStore scripts centrally on Jeraisy server or on Clients serverSoftware Distribution

  • Interoperability with WSUS

    Real-time monitoring of patch status

    Configuration / management of groups & computersAutomatically create group when new customers addedMove devices between groups

    Comprehensive integrated patch level reports

    24/7Patch Management

  • Asset discovery

    Asset reports

    Asset tracking for hardware

    License compliance for installed software

    Keep track of warranty, lease and expected replacement dates for your customers equipmentAsset Management

  • Real-time, powerful remote management, 24x7Management of every aspect of a Windows PC or ServerFile transfersWindows service controlKill processesPrinter and drive accessRegistry editingRemote Control and Help Desk ChatScheduling Security SettingsReal-time Performance MonitoringMS Remote Support

  • Standardized Profile-based ConfigurationConfigure and enforce every aspect of the desktop

    Profile Computer SettingsWindows Firewall (XP SP2+) Desktop File Management Manage Outlook Profiles Microsoft Office Preferences Manage Shortcuts Connections to File Servers Add and Remove Printers Lockdown USB and other ports Registry and Permissions ManagementMS Remote Management

  • Real-time status of Windows ServicesBlackberry: Alert, Attachment Service, Collaboration Service, Controller, Database Consistency Service, Dispatcher, Instant Messaging Connector, Messaging Agent, MDS Connection Service, MDS Services Apache Tomcat Service, Police Service, Router, Synchronization Service, User Administration ServiceOn-demand reports about messagesFailed,ExpiredPendingSent per minuteReceived per minuteAdditionallyGeneral server metricsConnecitvity/ Service testsServer Health ChecksBES Management

  • Introduction Monitoring and NotificationsMicrosoft OS Monitoring and ManagementUNIX OS Monitoring and ManagementNetworks Monitoring and ManagementDatabases MonitoringHelpdesk ApplicationReporting Pricing ModelReferencesContactAGENDA

  • DistributionsDistribution independent, our customers use RHEL 3/4/5, CentOS, Debian, Ubuntu, Fedora, Slackware, Z/OS, MAC OS, SuseLinux-based blackboxes such as Beeware

    Standard MonitoringCPU, Memory, Disk, Processes, Interface health/ status, device status and more...

    Application level MonitoringApache,Asterisk

    Custom application Monitoring

    Remote Management MethodSSHOverview

  • Real time Monitoring and Management

    Proactively alert customers aboutSaturated VoIP serviceDanger of going offline

    Monitoring and ReportingActive calls and channels (inc. SIP, ZAP and IAX2)Queues and running threadsOther Asterisk metrics

    Asterisk VoIP

  • Introduction Monitoring and NotificationsMicrosoft OS Monitoring and Management*NIX OS Monitoring and ManagementNetworks Monitoring and ManagementDatabases MonitoringHelpdesk ApplicationReporting Pricing ModelReferencesContactAGENDA

  • Supported devices:Cisco, Juniper, Nortel, Sonic Wall, CheckPoint, Fortigate, Netscreen Any SNMP based network device

    MonitoringBandwidth, Line quality, device status: temperature, fan, etc...Cisco Call Manager,Cisco Telepresence, And many more...

    Remote Management methodSSHtelnetOverview

  • Monitored services:CCM Analog Gateway FXS Port (in service, active, port utilization %)CCM Annunciator (state of call recorded announcements)CCM CTI Activity (state of lines and devices)CCM CTI Registration (state of CTI devices: reg, unreg, lost contact)CCM Call Activity (state of all calls: active, attempted, in progress, completed)CCM Call Mgr Status (availability of applications used to deliver IP Telephony)CCM Conference Activity (all of conference hardware resources)CCM Conference Registration (conference media devices)CCM Gateway Registration (gateway devices)CCM ISDN-Basic Rate Interface (utilization of BRI trunks)CCM ISDN-Primary Rate Interface (utilization of ISDN PRI trunks)CCM ISDN-T1 Trunk (utilization of T1 trunks)CCM MTP Transcoder (state of transcoder resources)CCM Music On Hold (state of MoH)CCM Performance (monitors key performance indicators: delays, throttling, etc..)CCM Phone Registration (monitors presence of telephone instruments)CCM Server (monitors CPU, Disk, Memory utilization)CCM Analog Gateway FXO Port (state of FXO port pn gatewayCCM VoiceM