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MothersonSumi INfotech & Designs Ltd(MIND)IT Infrastructure Services1
Service DomainsInfrastructure Management Proactive monitoring of server and network devicesDevice Management24*7 Global HelpdeskSLA compliance ReportingWAN Management(Leased Lines, VPN, Internet)Network Security Firewall, IDS, IPS (Deployment and Maintenance)Enterprise Antivirus ManagementPatch ManagementVulnerability AssessmentStrong Authentication SolutionsProxy Server, Content FilteringNetwork Monitoring Network/Performance MonitoringSLA MonitoringFault / Threshold MonitoringCapacity PlanningInformation Security Audits IT Security Audits Best Practices IT related legal compliances2Messaging Microsoft Exchange Email Management Microsoft LYNC Unified Communication Cisco VOIP SolutionsServer & Storage Management OS Support (Windows & Linux)Web & Application ServerFile and Print ServerDatabase Servers (MSSQL, MySQL, Oracle)Active Directory SupportStorage solutions (SAN & NAS)Data Backup and ReplicationDatacenter Management Capacity Planning & ReportingInventory ManagementEnvironment monitoringDisaster Recovery and Business ContinuityVendor Management Coordination with ISP, Telco & Suppliers for Servicesdeliveries Tracking Service Level Agreements Contract Renewals
IT Infrastructure ityHostingBackup &DisasterRecovery33NOC &MonitoringIT AuditsMessaging &CollaborationIT ServiceDesk
Work Methodology at ITISGShould be process driven and not person driven.All incidents must be reported.Analysis of issues is essential for better services in future.Proper escalation matrix.4
How to report an IssueMy Computer’s Mouse is not working properly .I have an issue in Outlook My internet is not working .Steps to follow:Send an email to support@mind-infotech.com stating the issueclearlyYou will receive an auto acknowledgement along with a TicketNumberEngineer from helpdesk will call/ visit you within few minutes andresolve the issue5
Some Important GuidelinesAny traffic that is on email, web, Telnet & FTP is being monitored andlogged at central repository.This log is used to generate reports for senior management to check theusage pattern and to stop any misuse.There is no privacy on the email and web related activity and anything andeverything is being / can be monitored and used by Management if itdesires to do so.No bulk forwarding of unofficial mails should be done.Virus/Security Alerts if any should not be forwarded to anyone within oroutside MIND and must be sent only to support@mind-infotech.com forinformation and action.6
Helpdesk Escalation Matrix7Helpdesk:Extension -102First Level:Mr. Anand Kashyap Ext: 365Second Level:Mr. Rohit Dua Ext: 384Third Level:Mr. Gaurav Mathur Ext: 330
Information SecurityInformation Security is Everyone’s ResponsibilityRisks involved in using internet irresponsibly:-Data As On Mrch 31, 20158
Global Support9
Skill Matrix0-2 Years9%2-4 Years5% 10 Years23%8-10 Years20%4-6 Years26%6-8 Years17%Technology Domain CertificationsNo of Engineers / Functional ExpertsMicrosoft35Cisco / Networking19Linux4VMware / Citrix2McAfee3PMP / ITIL4Functional Experts610
Key Products & TechnologyMicrosoft Technologies Network & eSecurityWindows 2000 / 2003 / 2008Exchange 2003 / 2007 /2010Active Directory and DNSOCS and LYNCSQL DatabaseEndpoint Security McAfeeWSUS-Windows Server Update ServiceMicrosoft ForefrontData Leak PreventionGFI LanGuardSymantecTrendMicroVirtualization VMware Citrix Xen & XenApp Microsoft Hypervisor11 Firewalls – Checkpoint, Fortinet, JuniperRouters – CiscoSwitches – Cisco, HP,IPS, IDSBluecoat and McAfee WebGatewayWAN Optimization & Load Balancer MPLSAruba Wi-FiRiverbedF5RadWareCitrix NetscallerNetwork & Application PerformanceMonitoring Quest Foglight Infosim Microsoft SCOM
Service Delivery StructureEnd User / Local IT TeamOnsite / VendorEscalation L1 Monitoring Ownership for allService RequestsFront End SupportEscalationLevel 2 Handle L3 EscalationsService ImprovementsService Account Manager12Level 3 Handle L2 Escalations SLA Management Problem ManagementService Delivery Manager
Delivery Processes & Tools Defined delivery processes with agreed upon SLA and metrics to bemeasured Network Operation Center (NOC) for 24*7 monitoring of infrastructure Network & Application Performance monitoring software & tools Web Based “Helpdesk & Ticket Management System” used for SLAtracking Audio & Video Conferencing equipment to interact remotely with client &partners Remote Technical Support using Microsoft LYNC & Webex Support Center13
IT Managed Services Remote Infrastructure ManagementServer Hosting Network & Application Performance Monitoring Endpoint Security Application Hosting Microsoft Exchange Email Unified Communication (Lync) Helpdesk Service14Server CoLocationInfrastructure asa ServiceSoftware as aService
Helpdesk Escalation Matrix24Countries15110Plants750 Servers9000 Desktops24x7Support
Endpoint Security Management Anti Virus Service Data Loss Prevention Patch Management Vulnerability Assessment16
Application Hosting Service Web Based & Legacy ApplicationHosting Real Time Alert generation from NMStools Schedule Reports on ApplicationPerformance & availability 24x7 support team to help end users DR Service to make application UPand Running in case of any Disaster. Backup & Recovery ServicesMore than 200 Applications hosted in MIND Datacenter17
Network & Application Performance Monitoring Performance Management Fault & Event Management Infrastructure Management Application PerformanceManagement (APM) Configuration Management Service Level Tracking Real User Experience Analysis Reporting18
Microsoft Exchange Email Service7000 Email Accounts30 ServersUptime 99.99%23 Countries19
Microsoft LYNC Unified Communication Service20
Helpdesk & Ticket Management System21
Thank youMothersonSumi INfotech & Designs LimitedC-26, Sector-62, Noida 201 309(INDIA)Website: www.mind-infotech.com22
WAN Optimization & Load Balancer ¾ MPLS ¾ Aruba Wi -Fi ¾ Riverbed ¾ F5 ¾ RadWare ¾ Citrix Netscaller Network & eSecurity ¾ Firewalls Checkpoint, Fortinet, Juniper ¾ Routers Cisco ¾ Switches Cisco, HP, ¾ IPS, IDS ¾ Bluecoat and McAfee WebGateway .
