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Xterra Solutions, Inc. Managed Services Overview Xterra Solutions Inc. 655 Montgomery Street, Suite 1020 San Francisco, CA 94111 888.343.0720 [email protected]
Xterra Solutions, Inc. Managed Services Overview
Xterra Solutions Inc.
655 Montgomery Street, Suite 1020
San Francisco, CA 94111
888.343.0720
Managed Services by Xterra Overview | Proprietary and Confidential 2
Contents Xterra Managed Services .................................................................... 3
Service Desk......................................................................................... 5
Monitoring and Operations ................................................................ 7
Hosting Services ................................................................................. 13
Scalable IT Specialists ....................................................................... 14
Install, Move, Add & Change ............................................................. 15
Summary and Next Steps .................................................................. 16
Managed Services by Xterra Overview | Proprietary and Confidential 3
Xterra Managed Services Xterra understands the importance of engaging the right Managed IT Services Provider. We have taken our experience servicing the enterprise legal, financial services, local government, education, and manufacturing markets and evolved a managed services offering that is second to none and available at a fraction of the cost of providing these services in-house
Xterra has created an infrastructure to support these efforts with a complete IT Service Management (ITSM) solution, including a dedicated Service Desk, a 24x7 Network Monitoring Infrastructure, a team of technology Subject Matter Experts (SMEs), Hosted Infrastructure Services, and an Install/Move/Add/Change (IMAC) service. All of this is built around a centralized data-warehousing, ticketing, and workflow system which supports our Information Technology Infrastructure Library (ITIL) based incident, request, change, and problem management process.
Many companies trust Xterra to provide all of their IT needs, but each of Xterra’s five core managed services are combined into a customized package that includes just the pieces necessary to enhance and augment your in-house business-differentiating technology disciplines.
Xterra has made significant investments in best-of-breed monitoring, reporting, and ITSM enablement tools. For instance, Xterra has built a multi-tenancy workflow, ticketing, knowledgebase, and configuration management system using technology from ConnectWise, a market leader in this space. We maintain a dedicated in-house team of experts in ITIL based process management and our own development team specializing in the ConnectWise platform. Each of our clients benefit from their own customizable and personalized portal to these tools at no additional cost. We pride ourselves in our ability to modify our system to meet your business needs; however, they all begin pre-configured to follow field-tested best practices. Choosing Xterra means your ITSM workflows are instantly elevated to industry leading maturity, and you save the time and money it takes to get there.
Xterra’s Managed Services solutions combine tools, process, and people to deliver the highest level of stability, visibility and control to your IT operations. With complete transparency at all levels, our clients can see, touch and feel the inner-workings of their IT support infrastructure. Visibility is one of the key reasons Xterra clients trust in the services we provide. We strive, every day, to ensure technology does not get in the way of your business.
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Xterra’s Managed Services are available as a la carte point solutions, or as bundled flat-rate full-service packages made up of the following components:
Service Desk – Centrally managed end-user computing support. ⋅ Remote and on-site support for end-users ⋅ Expert assistance with desktop and mobile technology ⋅ Instant access to live knowledgeable engineers via dedicated hotline. ⋅ Online and in person request management including service-catalogue based procurement
assistance ⋅ Routine provisioning tasks – account provisioning, password resets, termination
Monitoring & Operations – Proactive and reactive infrastructure health management. ⋅ Comprehensive and automated notifications of events ⋅ Incident management, with Xterra ownership of covered events through resolution ⋅ Web-based portal access to view monitoring details ⋅ Regularly scheduled system and network administration tasks
Hosted Computing – On-demand infrastructure with flexible ownership models. ⋅ Colocation services at world class datacenters ⋅ Virtualized datacenters via our Infrastructure-as-a-Service (IaaS) products ⋅ Subscription access to key applications, such as email, collaboration, and telephony
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Scalable IT Specialists – On-demand access to subject matter experts (SMEs). ⋅ Access to a deep bench of technology experts ⋅ Technology specialists in data and voice networking, systems, virtualization, storage, and security ⋅ Tiered retainer packages that allow you to augment existing staff
Install, Move, Add, Change (IMAC) – Managing daily churn with a service-based approach. ⋅ Installation and relocation of technology hardware at the desktop ⋅ Distributed software installations and upgrades
Clients of Xterra’s Managed Services solution benefit from access to a mature ITSM practice, and are always available to the base included services at no additional cost:
• Customized ticketing and workflow system with tight process and SLA management • Reporting package with trending information and intelligent, actionable analysis • A single point of contact at Xterra for all escalations and business interactions
Service Desk
As first responders, Xterra’s Service Desk will log, track and remediate issues with your end-user computing environment. We believe the support of people, as they use technology, is quite different from managing back-end infrastructure. Xterra’s Service Desk engineers are a dedicated team of full-time technology professionals located within the United States. A live resource answers each call, and Xterra never off-shores this critical responsibility.
Overview
Xterra’s Level 1 (L1) engineers are all qualified to support Windows and Macintosh desktop operating systems, handheld devices, Microsoft Office, Google Docs, email, file, print, Internet and telephony services – and they begin solving your problems immediately. Xterra’s system captures each issue brought to our attention in a unique ticket. Our engineers have visibility to other issues recently reported by the user, and an ability to see associated problems tracked per client. Each ticket has tight Service Level Agreement (SLA) management, rules applied, with mandatory escalation to our Level 2 (L2) specialists in short order, so your users never feel like they have to ask.
A small library of tasks commonly resolves a large percentage of user support requests. Examples of these issues include password and account resets, authorizing access to data and applications, requests for new or replacement hardware and software, and assistance using desktop applications. Our clients’ custom resolution procedures are stored in a secure online Knowledge Base so the
“AS A NEW BUSINESS, I REALLY APPRECIATE THAT XTERRA ALWAYS SEEMS TO MAKE US A PRIORITY. XTERRA IS THE TEAM.”
ELLEN PARK, CEO PEEKADOODLE
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Service Desk can perform these tasks quickly. Issues that are more complex often require advanced problem solving skills. Our L2 team holds certifications from Microsoft, Cisco, VMware, and other leading technology providers, and are the next escalation path for your users.
Xterra can provide customized Application level support for an additional fee for Line of Business applications. No company can say they have domain expertise on all the software in the world, so our only requirement is that clients also have current manufacturer support for the software and supporting hardware. We will be the IT expert that can handle manufacturer issues on your behalf.
When something goes wrong, the goal of incident management is to restore service to normal as quickly as possible while minimizing impact to the end-user and the whole business. Request management refers to a catalog of services available to users, which typically includes small configuration changes and new equipment requests. Xterra can work with clients to build bespoke workflows around each request type to include approval steps within the client’s organization.
Xterra’s Service Desk has modeled its incident and Request Management workflows closely to ITIL v3 standards. We deploy a dedicated ConnectWise client portal, an industry leading ITSM system, for each of our clients. Additionally, we maintain an internal Process & Tools team – a group of ITSM specialists responsible for governing and improving these workflows as well as the administration and customization of our support systems.
The Xterra Service Desk is available to end-users over the telephone at a toll-free number and intelligent call routing to the appropriate engineers. Users can also reach our desk via email, instant messenger, and through Xterra’s web-based user portal. Xterra tracks each user issue with a unique ticket, with email confirmations sent to the client, and a work history visible via our web portal. Xterra governs each ticket with strict SLAs.
Our clients’ internal IT teams have direct access to the same rich incident, request and change management system as our Service Desk. Xterra provides an isolated, customizable interface of ConnectWise to each of our clients, and we encourage them to use it for their internal needs as well.
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Predictable Pricing Model
Your business is easier to manage when your IT spending is controlled and predictable, but flexible enough to grow and shrink with your needs. Xterra provides Service Desk solutions as simple flat rate bundles, based on the number of end-users in your environment. Service Desk invoices from Xterra never reflect hours worked. We absorb the fluctuations inherent in IT support resourcing, so you do not have to.
Monitoring and Operations
In today’s market, it is challenging for businesses to provide secure, fully accessible IT infrastructure and services. Network managers must maintain a constant understanding of the status of each networked device and application to ensure uptime and network security. Having this information is key to running your business, but data collection, analysis and alerting can be costly and challenging. Finding the meaningful data amongst the deluge of metrics available is even more burdensome. Our clients choose to leave these tasks to the experts at Xterra.
Monitoring, however, is not all it takes to run an excellent technology environment. Too often environments are subject to the never-ending roller-coaster ride of “build, decay, break, alert and respond” while the end-user experience is constantly diminishing. At Xterra, we do not wait for something to break before we do the right thing with your technology assets. Modeled after the IT operations practices of the Fortune 500, Xterra has created a team of trained system administrators that perform the nightly, weekly, monthly and quarterly tasks required to maintain high-performance, optimized and protected systems.
Choosing Xterra as your partner for maintaining your critical infrastructure relieves you from providing the pool of skilled people and expensive tools required to do this right.
Proactive Infrastructure Monitoring Capabilities
Network Operations Team
Our network operations team provides 24x7x365 monitoring of your network. We offer a comprehensive solution utilizing a suite of industry-leading applications designed to monitor, discover, manage and troubleshoot your network. Our advanced monitoring and alerting system will continuously poll your networked devices including servers, switches, routers, firewalls, IP telephony, environmental monitoring systems and other data and/or voice-related equipment for activity, status and errors.
Networking, Telephony & Security
Xterra’s network monitoring system includes support for routers, switches, firewalls, wireless access points and wireless controllers, voice gateways and other network appliances that allow for the secure and unimpeded flow of data between your networks. In addition to Up/Down status, traffic performance metrics are also collected. The timely collection of this information combined with reporting and analysis of the data enable immediate detection of significant events.
Voice over IP monitoring (VoIP) includes Quality of Service (QOS) statistics generated from synthetic call transactions such as jitter, MOS Score, latency and packet loss from site to site over the network. These
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metrics are designed to simulate the voice quality of a call from one site to another and will generate alerts if the quality of the call crosses a pre-configured threshold. This monitoring service will also display the percentage of registered/unregistered gateways and phones, concurrently utilized PRI channels, and many other data points.
Systems, Virtualization, Storage & Applications
Server and server application monitoring for Up/Down, CPU, physical memory, virtual memory, disk space, network interface cards, Windows event log, and critical Windows services enables our clients to run on systems that are running at optimal performance.
Xterra enables and tunes alerts and alarms from the Virtualization vendor and Storage Array to provide additional management and monitoring.
Xterra can provide Application level alerting for an additional fee for Line of Business applications.
Datacenter & Facilities
Xterra can deploy environmental monitoring appliances to monitor a wide range of factors including temperature, humidity, fluid, airflow, power, etc. There are predefined thresholds for all categories of environmental monitoring.
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Incident Management
Along with all of Xterra’s monitoring services, we include first level incident Management, including basic triage by qualified engineers, and intelligent escalations and notifications as necessary. Xterra analyzes and compares data captured during the monitoring process against preset rules. When systems breach or trigger predetermined alarm thresholds, installed agents create an automated ticket in the appropriate engineering work queue. During the on-boarding process with Xterra, we will customize workflows, alerts and notifications, SLAs and escalation policies for each type of incident based on criticality of the system affected and the severity of the issue.
Severity and Criticality Qualifiers
Xterra’s monitoring platform classify threshold violations as “Informational” “Urgent” or “Critical”.
⋅ Informational events are logged for event correlation when needed. ⋅ Urgent events can be indicative of a potential issue and are ticketed and assigned to be resolved. ⋅ Critical events are typically associated with some significant level of production impact and require
immediate response.
Xterra maintains preset template values for events based on our industry experience and best practices supported by manufacturers. We then work to customize these templates for the specific needs of each client.
In order to prioritize event handling, and to initiate the appropriate workflows, each node or application is also flagged as “Mission Critical” or not, based on feedback from our client. For instance, a severe issue with a QA or development server has a different priority than a severe issue with a production system.
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Service Level Agreements (SLAs)
Priority: Priority 1 Emergency Response Red Xterra's Response Priority 2 Quick Response Yellow Priority 3 Normal Response Green Priority 4 Next Scheduled Visit Blue Priority 5 Anytime Gray Severity: Severity - Low One user or a small group of users is affected People Related Severity - Medium Departments or large group of users are affected Severity - High Whole company is affected Impact: Impact - Low More of an irritation than a stoppage Business Related Impact - Medium Business is degraded, but there is a workaround Impact - High Critical - Major business processes are stopped High Severity Medium Severity Low Severity High Impact Priority 1 Priority 1 Priority 2 Medium Impact Priority 2 Priority 2 Priority 3 Low Impact Priority 3 Priority 3 Priority 4
Change Management
Another component of successful monitoring is accurate, up to date knowledge of planned changes to the environment. From installing service patches to replacing hardware, it is critical that all stakeholders, representing technology and business ownership, coordinate and communicate changes. Xterra will integrate with our client’s change management process to assist our clients in scheduling, approving and notifying changes. For environments without a formalized change management process, Xterra will develop a custom notification and approval process for each client.
Managed Infrastructure Operations
Proactive System Administration
At Xterra, we believe that a comprehensive IT administration solution requires more than simple monitoring services. In addition to monitoring and measuring the health of your environment, Xterra also provides proactive back-end systems administration services. These services cover the daily, weekly, and monthly tasks that Xterra performs on your infrastructure systems by qualified engineers on a recurring basis. Standard Operating Procedures (SOPs) for each recurring task is stored in our knowledge base for each client. A ticket-scheduling engine places a ticket in the engineering queue for each task, so none ever slips through the proverbial cracks.
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Xterra’s proactive system administration service can help relieve you from having to stretch your own resources during evenings and on weekends to perform these tasks. In addition, because we assign these tasks through our ticketing system, Xterra’s disciplined approach schedules engineers in advance with clients to ensure maintenance windows are met, as well as an audit trail proving to your stakeholders that the work has been done. Xterra delivers a systems update results report to clients after every service ticket is complete.
Xterra has a library of best-practice based administrative tasks that we recommend for maintaining the following systems and applications, and can create additional scheduled tasks to meet the custom needs of our clients:
• Router and Switch administration • Firewalls and Security Gateway Operations • Voice Infrastructure Management • Windows Active Directory Service Management • Microsoft Exchange Operations • Microsoft SQL Server Operations • VMware ESX and vCenter Administration • Citrix XenApp and XenDesktop Administration • Data Backup & Replication Jobs
Additionally, clients may work with us to create additional SOPs and scheduled operations for custom applications and jobs as needed
Predictable Outcome Based Pricing Model
Technology is dynamic, and on any given day, it can throw you a curve ball. Xterra offers services – including proactive system administration –in a flat, outcome-based structure. This affords our clients predictable monthly IT-spend, and the peace-of-mind to know that stability is in everyone’s best interests. For some service providers, faster and better is the enemy. Xterra, however, is constantly motivated to get the job done quickly and adeptly, resulting in stability for your end users.
“XTERRA HAS A PASSION FOR WHAT THEY DO. THEY HELP US ACHIEVE OUR GOALS. I WOULDN’T USE ANYONE ELSE.”
RICHMOND GLENN, IT INFRASTRUCTURE MANAGER, PORT OF OAKLAND
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Reports, Reviews & Portals
Xterra Service Desk and Monitoring clients have access to a reporting dashboard that provides real-time visibility into the ITSM operations we perform. This dashboard gives an executive view of key metrics such as:
⋅ Current infrastructure events ⋅ Open issues and problems – by age, geography, application, business unit ⋅ Trending and utilization statistics in near real-time ⋅ Ticketing access for incident and request management
Additionally, Xterra clients receive an executive report that will reflect the overall health status of their IT services environment. Xterra usually distributes these reports on a quarterly or customized basis depending on the client’s needs. The main goal of these reports are to facilitate thoughtful discussion in which we identify any areas or concerns that may require potentially impactful operations and may require immediate action. Xterra will meet with clients quarterly (or as required) and cover:
⋅ Review previous quarter’s activities ⋅ Review status of aging open tickets ⋅ Review trending information ⋅ Reconcile number of monitored devices ⋅ Review changes in SLAs, notifications and escalations ⋅ Discuss upcoming projects and/or technology changes
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Hosting Services
Xterra has combined its excellent data center team, deep bench of systems and network engineering experts, and best of breed managed service practice to create an industry-leading private hosting solution.
Xterra designed hosting services to provide our clients the most mature infrastructure available today within days of subscribing, all while avoiding prohibitive capital expense. This covers private, public, and hybrid cloud solutions. Our three-tiered approach allows our clients to choose an ownership model that suits them best.
DATACENTER COLOCATION: XTERRA PROVIDES… • Word-class Tier-3 Data Centers • Built and maintained by experts • High densities, flexible configurations • The highest levels of redundancy and
resiliency
• Space • Cooling and Power • Physical Security • Smart Hands and Facilities Engineers
INFRASTRUCTURE AS A SERVICE (IAAS): XTERRA PROVIDES… • Private Virtualized Data Center • Capacity-on-demand • Elastic access to network, compute &
storage • Run by Xterra SME team • Hosted inside Xterra Colocation space
• Server Hardware • Hypervisor and Virtualization Tools • SAN storage • High-speed LAN Switching & Routing • Internet Connectivity and Security
Appliances SOFTWARE AS A SERVICE (SAAS) XTERRA PROVIDES…
• Hosted Applications (Antivirus, Mail, Backup, VoIP, Cloud Storage)
• Subscription based cost model • Zero IT Administration
• Comprehensive services to deliver business applications
• Migration from on premise to cloud services
• Expertise and advice on cloud platforms.
Managed Cloud Antivirus
Xterra provides an industry leading cloud based antivirus solution for both workstations and servers. Our solution fully integrates with our ITSM based management and monitoring platform. Alerts and virus found automatically generate tickets into ConnectWise and Xterra manages the service request from start to resolution.
Xterra engineers will respond to every alert, remediate virus activity, work to remediate the compromised system, and provide analysis on cause and make recommendations to avoid infection in the future.
Subscription to a Service Desk or a Monitoring & Operations package is required for the managed cloud antivirus offering.
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Managed Cloud Backup
Xterra provides assessment of current backup strategies and can provide industry standard solutions for disaster recovery. Data Protection and Business Continuity starts with understanding the business, requirements for uptime, and tailoring the solution to fit the bottom line. Xterra also offers several managed cloud backup solutions and can provide assistance with upgrades and migrations from your platform to ours.
Subscription to a Service Desk or a Monitoring & Operations package is required for a managed cloud backup offering.
Scalable IT Specialists
Xterra offers a full line of network infrastructure solutions for clients looking to upgrade technology, design and deploy networks, integrate new or expanded services, and manage the process of change. Our fault-tolerant solutions improve reliability and enhance security. Xterra provides a comprehensive distributed computing solution tailored to specific business needs.
By staying abreast of the latest changes in technology and understanding our client’s needs, our trained and certified professionals are able to deliver high quality solutions that help businesses succeed. Having business expertise allows Xterra to discuss the limitations of budgets and the need for commitments between IT and executive management for resilient and secure solutions.
Systems & Networks
⋅ Comprehensive or Targeted IT Assessments ⋅ Architect, Design, Engineer ⋅ Budget, plan, project manage ⋅ Comprehensive integration of servers, storage, network, security, and IP telephony ⋅ Client-owned, collocated, hybrid, and cloud deployments ⋅ Implementations and upgrades
Data Center Solutions
⋅ Evaluate and select data centers ⋅ IT design and build services – cabinets, power, cable, and pathways ⋅ Bid process and vendor management ⋅ End-to-end fulfillment
Migrations & Relocations
⋅ Inventory, audit, reconcile
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⋅ Relocate offices and branch locations ⋅ Physical, logical, virtual migrations ⋅ Tools and dashboards to manage key metrics ⋅ Disconnect, reconnect services
Network Security
⋅ Network Security Assessment ⋅ Identify risks, categorize risk ratings, and provide budgetary cost of remediation ⋅ Architect, Design, Engineer, and Implement firewalls, IPS, and AV solutions ⋅ Project management ⋅ Wireless security
Install, Move, Add & Change
Xterra covers all day to day activities associated with the scheduling and installation of hardware and software, changes to configuration, de-installation and relocation of equipment, including connectivity testing, data transfer and user orientation. As your company grows, managing the daily churn of new users and changes can be resource intensive. We take on this function using a fixed fee model.
User Provisioning
Xterra supports user-provisioning activities for a fixed fee. This support includes:
• Procurement, Imaging, and Delivery services • Microsoft OS image (Windows 7 Professional or above). • User Profile configuration
o Microsoft Office (Office 2013 or above) Installation and configuration of Outlook and Lync clients
o Additional licensed software chosen in advance by the client such as Acrobat, Chrome, Skype, 7-Zip, Java, and Dropbox.
o Antivirus o VPN Client
• Remote Management Agent and Support portal configuration • Phone Provisioning • 2-factor security token provisioning (if required) • User training on setup and use of laptop upon delivery.
Laptops and Peripherals
Xterra will provide purchasing coordination for peripherals such as Laptops, Printers, Monitors, and Accessories. This support includes:
Purchasing coordination
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Xterra Solutions Inc.
655 Montgomery Street, Suite 1020
San Francisco, CA 94111
888.343.0720
Quote review and cost estimates Delivery coordination
Extended Onsite Support Services
If an Xterra employee is unable to provide support services in your geographical area, Xterra will provide extended onsite support services through Xterra’s extensive regional partnerships. Extended Onsite support includes:
User scheduling coordination between service provider and user Service Provider coordination for setup and configuration of equipment Post-installation verification of completeness of service delivery Onsite support services for issues that cannot be remediated remotely Full staff augmentation services for onsite support
Summary and Next Steps At Xterra, we provide the leadership to make sure our clients’ infrastructure is not a barrier to success, but rather a significant competitive advantage. Xterra solutions fit your specific needs – from hardware to consulting, managed services or cloud infrastructure implementation services. Each help transform your infrastructure from a cost center to a profit center – what a concept.
We look for partners, not projects. Sure, some engagements are short, but that does not mean we do not treat your company as if it were our own. We focus on taking steps that not only secure a client’s enterprise, but also promote our clients’ long-term growth and prosperity. Our goal is to achieve the optimum balance between infrastructure, security and business acceleration
Contact Us! Please contact us for a quote or a meeting to review your business needs. Odds are we have already met – nearly 100% of our business is through referrals and word of mouth. Our clients love us and we hope you will too!
