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 Services• Keross 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 Notifications
Microsoft OS Monitoring and Management
UNIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting
Pricing Model
References
Contact
AGENDA
AdvantagesOperational Cost reduction
– Up to 40% reduction. ROIin less than 6 months. No investment, very low TCO.
Downtime Reduction– Anticipation of downtime, ProActive Monitoring and Active
Support
Technical Flexibility– Independant of Customer environment and architecture– Free of charge customization
Adaptative Pricing– Customer Oriented Pricing to match budget requirements
What We ProvideMonitoring and Availability Management
– 24x7 automated network support, with user-defined notification and escalation rules
– Proactively 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 providers
– Requests and outages processing using best practices based on ITIL
Remote Diagnostics, Remote Control and On-site support– Notifications containing important information about the machine and network
– Ability to take control of a device for immediate remediation
– Local support
Systems Linux, Microsoft Windows, Mac, Z/OS, AIX
Networks Cisco, Juniper, Nortel, 3COM, CheckPoint, Fortigate, Netscreen
Security Firewall, IDS, IPS, log management
Databases Oracle, DB2, Microsoft SQL, MySQL
VoIP, IPT Cisco, Asterisk
Video Conf Cisco TelePresence
Applications ERP, SAP, CRM, Core banking
Performance WEB, applications
Hardware Dell, HP, IBM
Mails Microsoft Exchange, Blackberry
BI Dashboard reports with misssion critical information
ServiceDesk Full ITIL compliant
New application can be developed in 2 weeks time – free of charge
Areas Of Interests
KEROSS NOCCustomer
NotificationsReports
Monitoring
Management
Third-party Applications
How It Works
Probes and Agents Execute monitoring and management tasks Installed in customer’s network, behind firewallsAll communication is outbound from customer’s 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 Management
UNIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting
Pricing Model
References
Contact
AGENDA
Operating System APIs– Agents query local OS for baseline
health metrics
Log File Analysis– Agents scan application log files
(XML & TXT) for regular expressions or strings
– Windows Event Logs
TCP/IP– Port monitoring
WMI– Microsoft proprietary method of
collecting data from Windows systems and applications
SNMP Service Engine– Collect performance and availability data from
SNMP enabled devices (inc. CCTV cameras, UPS, environment control devices, etc..)
Syslog / SNMP Traps– Monitor log & trap data from monitored devices
(i.e. firewalls)
ODBC– Monitor results of any query sent to an ODBC
compliant database
EDF– API to allow for custom metric collection for
devices which agents are not available (i.e. Backups, etc..)
Industry Technologies
• Methods– By email and SMS
– One or many people
– Customizable automatic escalation procedure
• Usability– Based on configurable thresholds
– Globally available for customer (from Internet)
– Specific to customers and/or devices
• Scheduling and escalation– Customizable schedules
– Optional escalations, delays and repeats available
Notifications
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and ManagementUNIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting
Pricing Model
References
Contact
AGENDA
• Remote Desktop Support– Attended remote desktop initiated by a customer user requesting
technical support– Patching, GPO, configuration, NIC monitoring, hardware issues, etc...
• Remote Control– Unattended remote desktop connection (important for i.e. MS XP, MS
VISTA)– Allows remote connections to devices managed by an agent or a
probe
• Methods– Remote Support Manager (JAVA based application)– VNC– Terminal Services
Remote Control
• MS supported versions: Windows 2000, 2003, 2008, XP, Vista, Exchange
• Install software remotely– Unattended software installation– Schedule for one or many computers– Store software centrally on Jeraisy server or on Clients server
• Execute scripts remotely– Remediate problems– Run maintenance tasks– Schedule your executions– Store scripts centrally on Jeraisy server or on Clients server
Software Distribution
• Interoperability with WSUS
– Real-time monitoring of patch status
– Configuration / management of groups & computers• Automatically create group when new customers added• Move devices between groups
– Comprehensive integrated patch level reports
– 24/7
Patch 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 equipment
Asset Management
• Real-time, powerful remote management, 24x7
• Management of every aspect of a Windows PC or Server– File transfers– Windows service control– Kill processes– Printer and drive access– Registry editing– Remote Control and Help Desk Chat– Scheduling – Security Settings
• Real-time Performance Monitoring
MS Remote Support
• Standardized Profile-based Configuration– Configure and enforce every aspect of the desktop
• Profile Computer Settings– Windows 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 Management
MS Remote Management
• Real-time status of Windows Services• Blackberry:
– 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 Service
• On-demand reports about messages– Failed,– Expired– Pending– Sent per minute– Received per minute
• Additionally– General server metrics– Connecitvity/ Service tests– Server Health Checks
BES Management
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and Management
UNIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting
Pricing Model
References
Contact
AGENDA
• Distributions– Distribution independent, our customers use RHEL 3/4/5, CentOS, Debian, Ubuntu,
Fedora, Slackware, Z/OS, MAC OS, Suse– Linux-based blackboxes such as Beeware
• Standard Monitoring– CPU, Memory, Disk, Processes, Interface health/ status, device status and more...
• Application level Monitoring– Apache,– Asterisk
• Custom application Monitoring
• Remote Management Method– SSH
Overview
• Real time Monitoring and Management
• Proactively alert customers about– Saturated VoIP service– Danger of going offline
• Monitoring and Reporting– Active calls and channels (inc. SIP, ZAP and IAX2)– Queues and running threads– Other Asterisk metrics
•
Asterisk VoIP
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and Management
*NIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting
Pricing Model
References
Contact
AGENDA
• Supported devices:– Cisco, Juniper, Nortel, Sonic Wall, CheckPoint, Fortigate, Netscreen – Any SNMP based network device
• Monitoring– Bandwidth, Line quality, device status: temperature, fan, etc...– Cisco Call Manager,– Cisco Telepresence, – And many more...
• Remote Management method– SSH– telnet
Overview
• 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 gateway– CCM VoiceMail Registration (monitors presence of voice mail devices)
Cisco Call Manager
• Encountered problems– Video flickering– Voice delay– Link disturbance
• Monitored metrics– Packet Loss %, Availability (TTL), Round-Trip-Time (RTT),– Peripheral status, Peripheral port status (via RS232), Cable status (by
DVI), – Power status
• Advantages– Comprehensive monitoring mechanism,– Providing alerts agains downtime caused by improper network link or
hardware issues
Cisco Telepresence
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and Management
*NIX OS Monitoring and Management
Networks Monitoring and Management
Databases MonitoringHelpdesk Application
Reporting
Pricing Model
References
Contact
AGENDA
• Monitoring and Management of following– Oracle– MySQL– MS SQL– Informix– DB2
• Performance Management– Queue / Process Management– DB Administration
Databases
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and Management
UNIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk ApplicationReporting
Pricing Model
References
Contact
AGENDA
• Log and Refer
• Incident Management
• Problem Management
• Change Management
• CMDB
• Additionally: CRM, Contracts Management, Projects Management, Timesheets, Inventory Management
ITIL Compliant Service Desk
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and Management
*NIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting Pricing Model
References
Contact
AGENDA
• Tactical– Operational and Tactical
• Application and license compliance• Assets• Availability• Incidents• Metrics• Patches
• Strategic– Strategic and Business Value
• Capacity planning• SLA• Usage• Trending
Customizable
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and Management
*NIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting
Pricing ModelReferences
Contact
AGENDA
Light Services Real-time 24/7 monitoring of devices including alerting Asset Management for software and hardware on monitored devices Software distribution License Compliance Checks Logs, System Audit, Security Incident Summary Unlimited standard services per device Real-time unlimited email notifications Real-time dashboards accessible from anywhere at anytime
Express Services Vision 24/7 Light plus: Automatic scheduled MIS reporting 24/7 Online support for troubleshooting technologies and services on monitored devices Unlimited on-request custom development of new indicators, reports and services
Professional Services Vision 24/7 Express Real-time SMS (text messaging) notifications Full management of devices by the Keross Network Operations Centre (KNOC) outside of business hours SLA-based response time: 4hrs for mission-critical devices and 8hrs response time on less critical devices
Enterprise Services Vision 24/7 Professional plus: Full management of devices by the Keross Network Operations Centre (KNOC) 24 hours a day, 7 days a week On-demand reporting Audit trails with ITIL-compliant escalation procedures
Offerings
Keross Vision 24/7 Features Comparison
Light Express Professional Enterprise
Real-time 24/7 monitoring of devices including alerting
Asset Management for software and hardware
Software distribution
License Compliance Checks
Logs, System Audit, Security Incident Summary
Unlimited standard services per device
Real-time unlimited email notifications
Real-time dashboards accessible from anywhere at anytime
Automatic scheduled MIS reporting
24/7 Online support for troubleshooting technologies and services on monitored devices
Unlimited on-request custom development of new indicators, reports and services
Real-time SMS (text messaging) notifications
Full management of devices by the Keross Network Operations Centre (KNOC) outside of business hours
SLA-based response time: 4hrs for mission-critical devices and 8hrs response time on less critical devices
Full management of devices by the Keross Network Operations Centre (KNOC) 24 hours a day, 7 days a week
On-demand reporting
Audit trails with ITIL-compliant escalation procedures
Pricing
• Starting at $49 per Server per month
• No Commitment
• First month free for evaluation
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and Management
UNIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting
Pricing Model
ReferencesContact
AGENDA
• Allianz FR– WAN monitoring and management : 30 Cisco routers + 30 Checkpoint
& Juniper Firewalls, Servers monitoring and management: 15 MS and *NIX servers with services: DNS, Proxy, DHCP, etc.... across 30 countries (4 continents)
• Sodexo– 12 Cisco Telepresence (POLYCOMs) devices Monitoring... across 10
countries
• NewTel NYC– More than 350 concurrent calls based on VOIP (5 x Asteriks)
Monitoring, NYC
Case Studies
Introduction
Monitoring and Notifications
Microsoft OS Monitoring and Management
*NIX OS Monitoring and Management
Networks Monitoring and Management
Databases Monitoring
Helpdesk Application
Reporting
Pricing Model
References
Contact
AGENDA
