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Managed Services Linking to the Future
Managed Services
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Introduction – Our Servicesq More than 43 years of experience in KSA Market and
q Wide Customer base;q Four offices in KSA (Riyadh, Jeddah, Khobar & Madinah)q International offices in Egypt, Lebanon and Jordan.
q Solutions provider, systems integrator and Managed Services;
q Proactively Support your Information & Communication Technology Infrastructure, 24/7/365, While You Focus on your Core Business;
q Highly skilled engineers and Technicians covering KSA;
q High Standards; q ISO 9001:2005 Quality Management. q ISO 27001:2013 Information Security Management.q ITIL Compliant Service Desk.
Operators/Service Provider
Ministries
Military
Financial
Government Agencies
Health
Transportation
Oil & Utilities
Industrial
Education
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What is Teccmanage?
Our Managed Services comprises a Network Operation Center (NOC) located in Jeddah;
Teccmanage is a Division within BTC; introducing IT Managed services for the Enterprise customers
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Services Scope
OptimizeManageMonitor
24/7 remote Monitoring & Remediation
Email Notification Alert
Helpdesk Support for End-user question
Monthly reports on performance statistics
Onsite support-only if issues not resolvable remotely
operation of existing IT infrastructure (unless window cannot accommodate working hours)
Change management and change control
Built-in Patch Management and Asset tracking
Lifecycle management
Annual Assessment of IT infrastructure
Annual recommendations to enhance IT performance and to align with Business needs
MMO
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ü24/ 7 Monitoring
üTicketing System
ü Immediate alerting and remediation Services
üEscalation to Level 2
üHighly efficient dispatching system
• Reporting
üPeriodic reporting on raised tickets (Closed & Pending), Resolution time
üStatistics on performance
üReporting on re-occurring issues to plan accordingly and conclude root cause
Deliverables & Service Level
üEliminate operations overhead
üChange Management and Change Control
üPeriodic Health Checks
• Reporting
üTrack of Changes in the IT infrastructure
üLong-term trend analysis and best practices solutions
üPeriodic Assessment
üLifecycle Management
üAsset Management
üPatch Management
• Reporting
üAssets updates
üAssessment outcome
üReports on Solution Lifecycle
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PortfolioService Desk »
ITIL compliant service deskExperienced service desk expertsIncident, problem & change control managementHelp desk support
Network » Data Centers, Campus, Branch NetworksCore, Distribution, Access SwitchesSpine/Leaf and Fabric ArchitecturesWired and Wireless Infrastructure
Security »Next Gen FW, Perimeter UTM FirewallsIPS, SSL Decryption, Content FilteringEnd-Point Protection, VPN Concentrators
Computing » Rack and Blade ServersVirtualization (Private & Public) & Cloud Management
Applications Services » Load Balancers, SSL off-loadersProxy Servers, Content Cache, Access Control
IT Infrastructure» Domain Controllers, Active DirectoryExchange, DHCP, DNS, Databases
OS & Virtualization» Microsoft Windows, Linux, Vmware, OpenstackVoice Infrastructure»
Unified CommunicationsContact Centers
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NOC Services ..
• Around the clock Proactive Monitoring.• Efficient Ticketing & dispatching system;• Problems resolution, escalation and field force dispatching• Tracking of support contracts for each element.• Lifecycle Management, Hardware & Software.• Asset management.• Incidents and Change Management system;• Annual Network & Security Assessment.• Periodic reports on assets, incidents, performance and utilization.
What is Monitored?
• Availability Monitoring• System Health Monitoring• Performance Monitoring• Traffic Monitoring• Service Monitoring
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Escalation and Dispatching Procedure
Escalation
•Email•Phone•Website•Observed by NOC Engineer
•Automatic based on incident Alert
Notification
•Manual or automated ticket.
•Assigning case severity
•Assign Engineer to handle the case
•Notified to supervisor
Analysis & action plan
•Immediate or Workaround resolution
•Notifying stakeholders on progress and proposed actions
Resolution
•Documenting the resolution
•Communicating the steps taken to avoid any similar faults in the future
Assign
•Assign Engineer/Technician who would work on this ticket
Spare Parts
•Allocate any hardware or/and hardware required to resolve the issue
Logistics
•Logistics, Travel arrangements
•Licensing/working window and any other arrangements
Dispatch
• Dispatch
Field Dispatch
Escalation
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Connectivity
Connectivity
Client A Client B Client C
BTC NOC
Teccmanage Appliance
Teccmanage ApplianceTecc,anage ApplianceTeccmanage Appliance
Equipment Networking ToolsNOC RoomDocumentation
HelpdeskCall HandlingAssign CasesProvide StatusCustomer Feedback
NOC ManagerManage OperationsReview PerformanceReview Report & SendManage Staff & Shifts
Support Team L1/2Device MonitoringEvent MonitoringIncident Investigation & ResponseService RequestReport HandlingRemediation & Solutions
Monitoring & AlertingAsset ManagementSecurity AssurancePreventive MaintenanceReporting
StaffingOperationsIncident HandlingResolutionReporting
Clients
Teccmanage NOC
Teccmanage Staffing
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Connection through direct hardware VPN
Connection through hardware VPN and using Teccmanage appliance
Connectivity
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Connection through embedded VPN client on Teccmanage appliance
Connection through software VPN client
Connectivity
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Racoon ApplianceTeccmanage appliance is white labelled for BTC Managed Services
Appliance will be deployed at Client’s network (in case required)
The appliance features are;
ü Secure and Hardened Remote Monitoring and Service management appliance
ü Leading open-source operational tools plus proprietary tools
ü Monitored data & logs can remain on-site or forwarded to Teccmanage NOC
ü Provides tremendous flexibility and customization options
ü Allows remote support and access
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Getting Customer on Board
Due-Diligence Transition Steady State Optimized state
Physical Site Visit
Network & Systems AnalysisPatch & Vulnerability scanning
Asset Inventory
Delivery of Findings & Recommendations
Customize the Quote based on customer requirements, service Plan,
SLA, etc.
Optimizing the contract to address customer needs.
Contract sign off
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Security
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SecurityNOC Systems Security
• All NOC Staff ISO 27001 trained• Best of breed Firewall/IPS with
deep applications protection• Customer Data stored at customer
premises through Tecc-appliance• All servers based on Linux with
daily patching• Complete end-point-protection
with real-time compliance monitoring
Connectivity & Access Security
• Connectivity via three different paths for resiliency and high availability
• Dedicated firewalls for VPN connectivity
• 2 factor authentication for remote access
• Industry standard AES256 secure tunnels with PKI for maximum transit security
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Benefits• Cutting on Overhead of managing, administrating IT
infrastructure and resources- Cost of resources.- Management and administering of different resources.
• Eliminating hassle of administration and management• Meeting target Service levels• Asset Management• Lifecycle Management• Alignment & Evolution according to Business needs
Action & Resolution
Monitoring
Escalation
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You Ask ... We Answer
• How can I have Complete Visibility of my existing hardware & software components?
• How can I Improve the services offered to my clients?• How can I Make huge Changes with reduced Risk?
