System Integration

IMS

GEMS >>

Application Acceleration

    Global Enterprise Managed Services

GEMS Overview :

“A service offering that helps organizations to manage their IT infrastructure to meet the stated business objectives more efficiently and cost effectively.“

GEMS as a service offering covers all the aspects of IT Operations management as shown in the figure :

GEMS is broadly classified into two categories: 

Remote Monitoring Services : The service has two modules which are classified as a) Performance Monitoring and b) Availability Monitoring of the IT infrastructure. Both these services measures and tracks performance / availability SLAs as defined by the customer. Timely reporting and escalations helps the respective teams to reduce the downtimes / service disruptions and improve the overall SLA commitments.

Remote Management Services : The service has four modules classified as a) Performance Management b) Availability Management, c) Security Management and d) Change Management. Performance and Availability Management modules include Remote Monitoring Services as well as performs incident management, Root Cause Analysis and problem resolution. Change management module performs the required configuration changes, firmware/OS/patch upgrades etc. as required. Security Management monitors, tracks and ensures the corporate security policies are enforced apart from incident management.

 Apara proposes the following modules to remotely manage Customer's infrastructure effectively 

•          Availability Management

•          Performance Management

•          Change Management

 APARA offers Remote Management Service to monitor and administer networking devices both on a pro-active and a re-active basis from the Network operation Center at Bangalore. The GEMS has the capability to  monitor & manage networking devices at  remote locations across  the globe. The GEMS team performs tasks to check devices for  their working conditions, and help identify any device failures, WAN link errors, data collisions, round trip delays, threshold violations and other statistical data.

 We provide standard SLAs and Customer-specific SLAs using a combination of onsite and offshore resources to provide 24x7 services based on best-of-breed tools and adherence to the ITIL process for service delivery.

Depending on the scope of work the GEMS team can provide customers with real-time notification, trend analysis and offline reports. APARA’s Remote Management Service will assist Customer to proactively monitor, identify and fix faults in the network thereby reducing the Mean Time to Resolve (MTTR) windows.

 Service delivery framework

 Apara has a clearly stated engagement model with its clients for all the GEMS assignments. The engagement goes through clearly defined phases of activity with well stated processes, deliverables and responsibility matrix to ensure the quality of service delivery. The various phases of engagement are as given below.  

 A brief overview of the deliverables at each phase of the project is as given below

 Planning

•  Detailed Requirement Analysis

•  Inventory of managed IT resources

•  SLA definitions

•  Monitoring methods and Tools

•  Reporting formats

Transition

•  On-site data collection

•  Familiarization and Customization

•  Proof of Concept

•  Hand-over

Service Delivery

• Remote Monitoring Services

• Remote Management Services

• Value Added Services

Quality Control

•  Periodic Review

•  GAP analysis

•  SLA Management

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