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SMART
T SLA
Index
Invent
Mail/E
Back U
Softwa
Server
Anti V
Patch
Hard D
End P
Opera
x
tory Manage
Exchange Ser
UP & Restor
are Deploym
r Monitoring
Virus Manage
Managemen
Disk Optimiz
oint Security
ating System
SMA
ement/Asset m
rver Monitor
re –Back UP
ment
g & Managem
ement
nt
zation (Hard
y Manageme
Upgrade
ART SL
management
ring & Mana
& DR Servic
ment
d Disk Health
ent
LA
t/Audit
agement
ces
h Check)
P
Page 1
Prelu
•
•
•
SMA
Exec
•
••
•
•
•
•
SMART
ude/Introduc
IT is no lobusiness to
World is bpower andis also bec
One of theIT assets o
ART Inventor
All hardwPhysical h
ution model
In AMS bof a button
All the pre In addition
assets are In AMS m
Expiry Businesse
CPU, etc. In AMS p
the admin Fully auto
T SLA
I
ction:
onger consideoday becoming flatd more importcoming more e biggest chalof the organiz
ry managem
ware and softwhardware deta
is Automate
uilt around Sn. esent assets arn to getting labecoming a i
method, e-mai
s expect a rea owered by SMand stakehol
omated manag
Inventory
ered as an ena
tter as businestantly closer tand more com
llenge in any zation includin
ment Service L
ware of the maails and the so
ed Managed S
MART SLAs
re captured anatest informatimportant busil alert is sent
al time trackin
MART SLA, lders giving dgement of IT
Managem
abler to the bu
ss go to manyto the custommplex IT enterprise ng the hardw
Level Agreem
anaged assetsoftware licens
Services - SM
s, an up-to-da
nd reconciledtion about IT siness need w
to the admin
ng of certain I
certain criticdetails of any Assets is very
ment/Asset
usiness but it h
y geographiesmers. As busin
today is the aare and softw
ment
s will be trackses along with
MART SLA
ate and accura
d from PO, Deassets, the nehich is predom
nistrator and s
IT assets or c
al IT assets archange. y easily achie
t managem
has become a
s where they cness are geogr
ability to get ware
ked and reporth any changes
ate inventory
elivery Challeed to track Wminantly tractake holders o
certain critical
re continuous
evable using S
ment/Audi
a very critical
could find besraphically dis
an accurate a
ted with a SMs would be tra
information c
lan and AssetWarranty and Acked manuallyon the status o
l parameters o
sly monitored
SMART SLA
P
it
component o
st talents, requtributed, IT in
and latest inve
MART SLA oacked and rep
can be obtaine
t Audit AMC informy of AMC & W
of IT assets su
d and e-mail a
A.
Page 2
of any
uire man nfrastructure
entory of all
f 99%. ported.
ed in a click
ation for the
Warranty
uch as RAM,
alert is sent to
o
Meas
T
N
SMART
surement mo
SMART Sand CIO’sand reportconfiguraband reportat real tim
The Reports &
• Physic
• Detail
• Chang
• Chang
• Detail
Necessary Re
1. Summ
2. High L
3. Techn
Overall inve
_______
T SLA
odel in Autom
SLA and Smas convenienceted in the varible and customted in the SM
me.
& Dashboar
cal reconciled
ls of AMC &
ges details in
ge history of a
ls of Non IT A
eports and da
mary /consolid
Level dash B
nical Engineer
entory trackin
____________
mated Manag
art services ace the informatious approprimizable as pe
MART SLA da
ds will reflec
d details of as
Warranty Ex
the Assets
assets based o
Assets ( as pro
ashboard for
dated report to
oard for CXO
rs Report
ng status with
___________
ged Services
ctivities are lotion is groupeate reports an
er the businesashboard so th
ct following-
ssets from PO
xpiry
on Owner & c
ovided by the
r Inventory M
o track and re
Os to take Dec
h respect to re
___________________
- SMART D
ogged in totaled, categorizend dash boards needs and chat CIO’s and
O & Asset Aud
configuration
e organization
Management
eview the stat
cision
econciled phy
________________________
Dashboard
ity in the AMed, tabled andds. These repocan be producd business sta
dit
n changes
n)
t
tus
ysical data - S
____ ___________
MS system andd summarized orts and dashbced. All the SMake holders ca
SMART SLA
____________
P
d database. Fofrom busines
boards are easMART SLA an tangibly se
A status (met/n
___________
Page 3
or IT managess perspectivesily are tracked e the benefits
/not met)
____
r e
s
Prelu
M
SMA
Exec
SMART
ude/Introduc
Microsoft Ex• Micro
• • • • •
• If anyto sen
Users MaIn additionmail box s SMTP QuEmail servfile attachenterprise Email serEmail servlow on resunavailabl
ART Mail Ser
Availabilibusiness c
ution model
Microsoft• In
se• Th
do
T SLA
ction:
change Critiosoft Exchang
Microsoft EMicrosoft EMicrosoft ESimple MaMicrosoft E
y one of the crnd or receive e
ail Box Size: n to mail servsize limit.
ueue cloggingvice is often ament contain.
rver performvice may becosources such ale or severely
rver Service
ity of e-mail scritical mailin
is Automate
t Exchange Cn AMS SMARervice goes doherefore in thown and came
Mail/Exch
ical Services:ge Server runsExchange SyExchange MaExchange Infail Transfer PrExchange Ro
ritical serviceemails
ver failures, m
g: affected due ting a video cl
mance monitoome unavailaas memory, C
y degraded.
Level Agree
service with ang application
ed Managed S
Critical ServiRT service waown, the servihe SMART SLe back up aga
hange Ser
: s the followinstem Attendaanagement formation Storotocol (SMT
outing Engine
s fail, the mai
mail client also
to clogging oflip, it would c
oring: able if the emaCPU, disk spa
ement
a SMART SLn and uninterru
Services.- SM
ices: ay, these critiice is re-starteLA method, tain, thereby av
rver Monit
ng services thaant
ore TP)
il server will
o fails frequen
f SMTP queuclog the netw
ail server itseace, etc. In su
A of 99%. Thupted commu
MART SLA
ical services aed automaticathe users will voiding any d
toring & M
at are very cr
go down imm
ntly because
ue. For exampwork thereby a
lf is not perfoch situations,
his SMART sunication chan
are constantlyally not even com
downtime due
Manageme
itical for the s
mediately and
of the size of
ple, if a user seaffecting all th
orming at its b, the email ser
service ensurennel across th
y monitored an
me to know the to these crit
P
ent
server to be u
d the users wil
f user emails e
ends an emailhe other users
best. The servrvice may eith
es the high ache organizatio
nd if any one
hat a critical seical services.
Page 4
up and runnin
ll not be able
exceeding the
l with a larges in the
ver may run her become
ccessibility of on.
e of the critica
ervice went
ng
e
f
al
Meas
How
SMART
Users Ma• In
apsto
• In SMTP Qu
• Inemth
Email ser
• Inth
• Sesu
• If alpl
In essenceautomatica
surement mo
SMART Ser
SMART Sand CIO’sand reportconfiguraband reportat real tim
Following
• O• Re
Necessary
1. Su2. H3. Te
T SLA
ail Box Size: n AMS SMARpproaches theorage location
n this way, the
ueue cloggingn AMS SMARmail responsibhe user and the
rver performn SMART SLhe parameters everal parameufficient, tempf a hardware uerts much in lanning for th
e, all/most of ally remediat
odel in Autom
rvice is receiv
SLA and Smas convenienceted in the varible and customted in the SM
me.
g reports will
verall uptimeepeated critic
y Reports an
ummary /conigh Level dasechnical Engi
RT services me mail box sizn to free up the user will nev
g: RT services wble for this cle IT Adminis
mance monitoLA method, cr
perform beloeters can be aporary files arupgrade such advance to gi
he upgrade.
the aspects thted in the AM
mated Manag
ved? (Dashb
art services ace the informatious approprimizable as pe
MART SLA da
l be generate
e of mail servecal Issues
nd dashboard
solidated reposh Board for Cineers Report
method, the me limit, old emhe mail box.ver face any e
way, SMTP quogging is iden
strator are not
oring: ritical parameow the expectautomatically re cleaned upas upgrading ive them enou
hat are responMS SMART SL
ged Services
boards/Repor
ctivities are lotion is groupeate reports an
er the businesashboard so th
ed for better
er – 99 % (SL
d for Mail Se
ort to track anCXOs to taket
mail box size imails are auto
email downtim
ueue is continntified and thtified of the ac
eters of the emted level, an ataken care of
p, hard disk is the RAM, CP
ugh time to ta
nsible for emaLA method.
- SMART D
rts)
ogged in totalied, categorizend dash boards needs and chat CIO’s and
visibility:
LA met/not m
erver (Exchan
nd review thee Decision
s constantly momatically arc
me due to ma
nuously monihe email is delction.
mail server arealert is generaf. For example
defragmentePU, etc. is neake necessary
ail server failu
Dashboard
ity in the AMed, tabled andds. These repocan be producd business sta
met)
nge server)
status
monitored andchived and sto
ail box size lim
tored and if thleted from the
e continuouslated proactivee, if the hard
ed if required,eeded, respecty action such a
ure are consta
MS system andd summarized orts and dashbced. All the SMake holders ca
P
d if the user’sored in the de
mit
he queue is cle queue autom
ly monitored aely. disk space is etc., automat
tive IT peopleas procuring t
antly monitore
d database. Fofrom busines
boards are easMART SLA an tangibly se
Page 5
s mail size esignated
logged, the matically and
and if any of
not tically. e are sent the parts and
ed and
or IT managerss perspectivesily are tracked e the benefits
r e
s
Prelu
•
•
•
•
SMA
Exec
••
••
•
•
SMART
ude/Introduc
The IT Stastored on
Backing uhere if any
Absence obackup pr
Most comnot taken time, mon
ART Back UP
For all ma
ution model
Ensure tha All critica
of restore. Every bac This critic
can have c Through a
automaticbackgroun
Backup evvital docuterms of s
T SLA
ction:
aff ensures thsevers, shared
up of data on uy is limited. of a centralizerocess not bein
mmon yet overinto consider
ney and effort
P & Restore
anaged IT ass
is Automate
at the Backupal data are bac. ckup process ical activity is complete visiba highly spontally at specifind. vents are conf
uments and foecurity and al
Back U
hat critical serd drives and suser compute
ed administratng efficientlyrlooked instanation and beinin an eventua
–Back UP &
ets that requir
ed Managed S
p software is icked up autom
is monitored &integrated intbility of all ITtaneous interfic times. Off
figured to enslders all of thlso peace of m
UP & Resto
rver data is bashared foldersers is usually t
tors console ly carried out.nces of data long unprepareally the data i
& DR Service
re backup or
Services - SM
installed on evmatically on s
& alerted to eto the VirtualT Critical actiface, incremefsite replicatio
sure that end uhem are autommind.
ore – Back
acked up ontos too is backethe responsib
leaves room f
oss, damage ed can cause this lost or the
Level Agree
restore, 99%
MART SLA
very managedscheduled bas
ensure smooth Administratoivities. ntal Backups
on too is sched
users data is amatically back
k UP & DR
o Disk/ Tape ded up to the Dility of the us
for errors and
etc that can hahe company aasset is dama
ement
of them will
d IT asset. is & stored sa
h backup opeors console fr
and completduled and all
also protectedked up to ensu
R Services
drives. OrganDisk / Tape Drsers and IT ad
there is high
appen in the eas well as the aged.
be successful
afely in a cen
ration. rom where the
e backups arethis happens
d. Critical sysure an unpara
P
s
nization criticarives dministrations
possibility of
end users envend user los
lly backed up
ntralized locat
e IT Adminis
e scheduled, mseamlessly in
stem files, regalleled user ex
Page 6
al data that is
s involvement
f the data
vironment is ss of precious
p and restored
tion for ease
tration team
made to run n the
gistry changesxperience in
t
d
s,
Meas
SMART
surement mo
SMART Sand CIO’sand reportconfiguraband reportat real tim
The Repo
•
•
•
•
•
Necessary
1.
2.
3.
_______
T SLA
odel in Autom
SLA and Smas convenienceted in the varible and customted in the SM
me.
orts & Dashb
Back up de
Restoration
Trend anal
Heath of S
Backup Sta
y Reports an
Summary /
High Leve
Technical E
____________
mated Manag
art services ace the informatious approprimizable as pe
MART SLA da
boards will re
etails
n details
lysis
torage
atus- 90% (SL
nd dashboard
/consolidated
l dash Board
Engineers Re
___________
ged Services
ctivities are lotion is groupeate reports an
er the businesashboard so th
eflect followi
LA Met/Not M
d for Back U
report to trac
for CXOs to
eport
____________________
- SMART D
ogged in totalied, categorizend dash boards needs and chat CIO’s and
ing-
Met)
UP & Restor
ck and review
take Decision
________________________
Dashboard
ity in the AMed, tabled andds. These repocan be producd business sta
e –Back UP
w the status
n
____ ___________
MS system andd summarized orts and dashbced. All the SMake holders ca
& DR Servic
____________
P
d database. Fofrom busines
boards are easMART SLA an tangibly se
ces
___________
Page 7
or IT managerss perspectivesily are tracked e the benefits
____
r e
s
Prelu
Over
Exec
SMART
ude/Introduc
• Softw• System
compu• It has
Complexitdeploymensoftware i
rview - SMAR
Software Iensures imservice sim
ution model
• In AM• One h
deploy• If the
deploy• In cas• All th
T SLA
ction:
ware installatiom software’s,uters includinbeen observe
ty of softwarent is complicanstallation re
RT Software
Installation wmmediate avaimplifies the IT
is Automate
MS, commonlyhas to simply yed. The softwcomputer is syment will bee if the softwese are done w
on is an impor, applications ng desktops, led that a typic
e’s deployed ated and in tuquires specia
e Deploymen
will be carriedilability of neT Administra
ed Managed S
y deployed soselect the software can eithswitched off (e automaticall
ware deploymewithout the u
Softw
rtant but a tedsoftware’s anaptops and se
cal IT organiz
varies betweeurn creates a ll IT skill in te
nt Service Lev
d out automatiew applicationators tasks and
Services.- SM
oftware’s in eftware that neeher be deploye(not online) dly done as sooent fails, it wi
user interventi
ware Depl
dious, volumind tools need ervers zation installs/
en one softwalot of repeatedechnical peop
vel Agreeme
ically withoutn to all the usd enhances th
MART SLA
enterprises areeds to be deped immediate
during the timon as the comill send an aleion and witho
loyment
inous activityto be installe
/upgrades on
are to the othed work for theple.
ent
t user interveners, to enable
he efficiency.
e pre configurloyed, systemly or schedul
me the deploymmputer comes ert and also crout holding th
y in IT operatied and upgrad
an average o
er. Typically e IT organiza
ntion with SMe business del
red in the autms where the sed for future.
ment is scheduback online.
reate a ticket he users up du
P
ions ded regularly
of 22 software
1 in every 3 ation. Also, co
MART SLA oliverables. Th
omation platfsoftware need uled, the softw
in the Help During softwar
Page 8
across all
e’s in a year.
software omplex
of 90 %. It his SMART
form. ds to be
ware
Desk Systeme deploymentt
Meas
SMART
surement mo
SMART Sand CIO’sand reportconfiguraband reportat real tim
The Repo
• N
• Co
• Re
• Su
• A
• N
Necessary
1. Su
2. H
3. Te
_______
T SLA
odel in Autom
SLA and Smas convenienceted in the varible and customted in the SM
me.
orts & Dashb
umber of So
omplexity de
econciliation
uccess % ( SL
verage time t
umber of Sof
y Reports an
ummary /con
igh Level das
echnical Engi
____________
mated Manag
art services ace the informatious approprimizable as pe
MART SLA da
boards will re
ftware applic
tails of SW d
of Eligible sy
LA met/Not m
taken for insta
ftware Deploy
nd dashboard
solidated repo
sh Board for C
ineers Report
___________
ged Services
ctivities are lotion is groupeate reports an
er the businesashboard so th
eflect the foll
cation Install r
deployed
ystem based o
met)
allation.
yed that failed
d for softwar
ort to track an
CXOs to take
t
____________________
- SMART D
ogged in totalied, categorizend dash boards needs and chat CIO’s and
lowing:
requests
on the Pre req
d in the first a
e deploymen
nd review the
e Decision
________________________
Dashboard
ity in the AMed, tabled andds. These repocan be producd business sta
quisite
attempt
nt:
status
____ ___________
MS system andd summarized orts and dashbced. All the SMake holders ca
____________
P
d database. Fofrom busines
boards are easMART SLA an tangibly se
___________
Page 9
or IT managerss perspectivesily are tracked e the benefits
____
r e
s
Prelu
•
•
•
•
SMA
Exec
••••
•
SMART
ude/Introduc
Servers arof differen
When anymanageme
IT activitytoll on the
There is a considerab
ART Server M
Availabiliof busines
ution model
All critica If any perf For critica Server ma
specific reas to minim
The AMS manageme
T SLA
ction:
re managed usnt servers in ay inconsistencent is pretty my related to see performance
direct impactble loss to the
Monitoring &
ity & uptime oss critical app
is Automate
al server compformance relaal issues, corranagement serequirements thmize the wor way guarantent of service
Se
sing tools spean organizatiocy is noticed omuch the samerver manageme of both the It on business e organization
& Manageme
of servers witlication, unin
ed Managed S
ponents are mated issue is dective issues rvices the AMhat range fromkload on systees that serve
es and applica
erver Mon
ecifically deveon the tools reor degradation
me – swing intment is very cIT Staff as wecontinuity in
n
ent Service L
th a SMART nterrupted serv
Services - SM
monitored 24/7detected in theare performe
MS way provim monitoringtem Administer failures wilations.
nitoring &
eloped for theequired to man in performao the action thcomplex and ell as the servn an eventuali
Level Agreem
SLA of 99%ver operation
MART SLA
7 e server, it is d automaticalide a centralizg processes, aptrators. ll be minimize
& Managem
e particular tyanage the servance is noticedhe minute an decentralizati
ver. ty of server fa
ment
. This SMARn and high upt
alerted to thelly on the servzed solution- pplications an
ed – nay total
ment
ype of Server.vers will also d the IT teamissue is detecion of the ma
failure or malf
RT service enstime of the se
e IT Admin auver a single pane nd services to
lly eradicated
Pa
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m decides to tacted anagement act
function and t
sures the highrvers.
utomatically
of glass to alo auto remedia
d thanks to the
ge 10
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ake a call. Els
tivities take a
this can cause
h accessibility
ll server ating issues s
e proactive
er
se
a
e
y
o
Meas
SMART
surement mo
SMART Sand CIO’sand reportconfiguraband reportat real tim
Following
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• R
Necessary
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2. H
3. Te
_______
T SLA
odel in Autom
SLA and Smas convenienceted in the varible and customted in the SM
me.
g reports will
verall Server
epeated critic
y Reports an
ummary /con
High Level das
echnical Engi
____________
mated Manag
art services ace the informatious approprimizable as pe
MART SLA da
l be generate
Uptime – 99
cal Issues rega
nd dashboard
solidated repo
sh Board for C
ineers Report
___________
ged Services
ctivities are lotion is groupeate reports an
er the businesashboard so th
ed for better
% (SLA met
arding perform
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ort to track an
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t
___________________
- SMART D
ogged in totaled, categorizend dash boards needs and chat CIO’s and
visibility:
t/not met)
mance
Monitoring S
nd review the
Decision
________________________
Dashboard
ity in the AMed, tabled andds. These repocan be producd business sta
Services
status
____ ___________
MS system andd summarized orts and dashbced. All the SMake holders ca
____________
Pa
d database. Fofrom busines
boards are easMART SLA an tangibly se
___________
ge 11
or IT managess perspectivesily are tracked e the benefits
____
r e
s
Prelu
•
••
•
•
•
•
In a T
•
••
SMA
All thIt wil
SMART
ude/Introduc
Antivirus is done fro
Antivirus Infected sy
restoration Antivirus
been enfor Since this
scans is a Failing of
disabling oagain expo
The dama
Traditional m
Manuals S• D• Pa• Te• Pa• A
These patc Patched al
ART Anti Vir
he managed ITll ensure high
T SLA
ction:
software is inom a centralizdefinition fileystems are qun process software scanrced on all this just one anbig challenge
f auto-update aof certain preose the indivige to the quar
model, it invo
Steps Include ownload a paatch acceptanest atch Scan pprove ches require hlso require be
rus Managem
T assets will bh availability o
nstalled and thzed antivirus es are updateduarantined, tak
nning preferene endpoints. nother activitye. and the inabil
eset settings bidual user as wrantined infec
olves
the followingatch nce
human intervee manually tri
ment Service
be protected bof all IT asset
Anti V
hen either theconsole. d through theken off the ne
nces presets a
y that the IT s
lity of the IT y users for egwell as the nected system an
g:
ention iggered and m
Level Agree
by antivirus wts and busines
Virus Man
e user takes th
auto update etwork and w
are used or th
staff has to do
Staff to trackg- Access scanetwork to secund the impact
monitored for
ement
with a commiss application
nagement
he onus of ens
feature of thewhat follows is
he IT staff per
o – enforcing,
k it can again nning of penurity threat t of damage d
failures
itted SMARTns.
suring that it r
e antivirus sofs a lengthy da
rsonally ensur
, managing an
compromise tdrives, media
done cannot b
T SLA of 99 %
Pa
runs well or m
ftware. ata backup, re
res that the se
nd scheduling
the end users a cards etc co
be easily asses
%
ge 12
management
epair and
ettings have
g antivirus
system. Alsoould once
ssed
o
Exec
••••
•
••••
Mea
SMART
ution model
Non MS P Alert for m Automatic Measurabl
Automatic Overall A
“Build Onscan, sche
Ensure tha All the lat Scan and a Auto quar
surement m
SMART Sand CIO’sand reportconfiguraband reportat real tim
The Repo
• U
• V
• C
Necessary
1. Su
2. H
3. Te
T SLA
in Automate
Patch deploymmissing and fac reschedulingle reports on cally scheduleMS with “SM
nce Run Anywedule patchingat the Antivirutest virus file alert for any srantine of infe
model in Aut
SLA and Smas convenienceted in the varible and customted in the SM
me.
orts & Dashb
Updated status
Visibility on V
ompliance- 9
y Reports an
ummary /con
High Level das
echnical Engi
ed Managed
ment ( Can befailed patches g for missing patch status.(ed
MART SLAs”where”, whereg and report inus software isdefinitions arsuspicious actected files and
tomated Ma
art services ace the informatious approprimizable as pe
MART SLA da
boards will re
of virus defin
Virus attack
9 % ( SLA m
nd dashboard
solidated repo
sh Board for C
ineers Report
Services - SM
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