Stress-free IT REMOTE INFRASTRUCTURE MANAGEMENT A Presentation by Prabir Dasgupta Nevaeh Technology Pvt. Ltd. Nevaeh Technology Pvt. Ltd. HB 35, Sector – III, Salt Lake City, Kolkata – 700106. Phone: +91 33 4008 6470 - 71, Fax: +91 33 4008 6479 Copyright 2011 @ Nevaeh Technology Pvt. Ltd.

Elements of IT Infrastructure Management Hardware & Network Software & Application Value Added Services Server Management Storage Management Standard Desktop Support Network Management Printer Management OS Management E-mail Management Patch Management Migration Services Deployment Services Help-desk Services Asset Management Risk Assessment Business Continuity L2, L3 Support M o n i t o r i n g S e r v i c e

Monitoring: Key to Infrastructure Management Proactive Approach Reactive Approach Monitoring Service Downtime & Cost High Low

Challenges (& Stress ‘Accelerators’ !) Manage increasing variety of equipments, software, OS, network & security threats. Monitoring /Measurement Systems often at infancy. Management Largely reactive: - Fire fighting - Planning takes a back seat

Infrastructure Management Changing Perspective Infrastructure Management Change Drivers Increasing organizational dependence on IT Growing sophistication & complexity Need for multi-skilled personnel Demanding customers – move towards tighter SLAs Need to move from reactive to proactive management / support - 24X7 monitoring of health/status Continuous risk assessment & mitigation

Proactive de-risking (through 24x7 monitoring) Single window 24 x 7 monitoring & continuous health checks to provide: Monitoring of performance statistics such as CPU, memory, disk and interface utilization Detection & Reporting on all potential faults. Scanning and reporting on missing patches Monitoring and reporting on login/logout activities by user/device, failed login details and account modification activity Monitoring and reporting on firewall performance, configuration changes, Virtual Private Network (VPN) issues, and Operating System attacks  

Managed Services Remote Infrastructure Monitoring & Management Managed Services : Outsourcing of IT ‘Infrastructure Management’ comprising: 24X7 Monitoring Services: - Heart of ‘Managed Services’ operations - Supported from a central Network Operations Centre (NOC) - Usually housed ‘offsite’ and remotely - Hence Remote Infrastructure Monitoring (RIM) Supported by backend Managed Services Engineers: - Can be located separately or at NOC

RIM Functioning Today, all active devices (& some passive ones) have built in ‘chips’ to control device operations. Chips contain ‘embedded software’ to poll & monitor key functions of device operations. Device status can be read/accessed through communication protocols like SNMP, Modbus, SCADA, etc. RIM functions through non-intrusive, non-invasive software agents loaded at a central server or at each device, which continuously reads each device status. Device status communicated through Internet Cloud to NOC. At NOC, device status of each device continuously displayed on Central Console. Support action initiated on basis of : - Pre set threshold levels to generate alarms at NOC - Help Desk complements NOC operations.

RIM Workflow

Remote Management - Effectiveness Manageability Index Remote Manageability Index Hardware & Network Software & Application Server Management - 80% Storage Management - 80% Standard Desktop Support - 90% Network Management - 95% Printer Management - 80% OS Management - 100% E-mail Management - 100% Patch Management - 100% Migration Services - 80% Deployment Services - 90% NOTE: A ‘HYBRID’ MODEL IS INVARIABLY USED.

Managed Services Evolution Globally most large corporations have Managed Service Providers (MSPs) at some level, supporting NOC monitoring Till recently MSP operations largely restricted to ‘high end companies’ In last few years a variety of NOC software aimed at medium/large & SME users have been launched: - Often Open Source based. - Support inexpensive monitoring - RIM now commercially very attractive for SME companies.

Global MSP Portfolio Emergence Service providers are establishing capabilities across the Globe Source: tpi information services group www.tpi.net

Thank You.