Tsg Managed Support Offering - Signature Care Overview
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Transcript of Tsg Managed Support Offering - Signature Care Overview
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SignatureCareManaged ServicesPortfolio Overview
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Overview
TSGSignatureCare is a comprehensive
suite of IT Support Services that improves
operational efficiency, increases network
uptime, increases client and end user
satisfaction, reduces cost, and mitigates risk.
We customize our offerings to meet each clients
IT requirements
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• Founded in 1997 as a complete IT services firm
• Vision and execution of employee ownership program drives all staff to provide consistently outstanding service
• Project based approach for most engagements• Well defined Project/Program Management
Methodology
• TSG consultants have specific expertise in enterprise planning, architecture, and implementation
• Earns extraordinary customer retention and repeat business by providing quality service, consistently surpassing expectations
Who is TSG?
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• Business– Program and project management
– Strategic planning
– Mergers and acquisitions
– Proof of concept, R&D and corporate standards
– Technology process and change management
– Procurement services/management
• Design, Implementation and Support– Managed Services
– Local and Wide Area Networks (LAN/WAN)
– Microsoft Infrastructure Solutions
– Enterprise storage solutions
– Security assessment / Network security
– Unified Communications / Voice over IP solutions (VoIP)
– IP Call Centers
– Unified messaging
– Corporate messaging (Exchange, Lotus Notes, GroupWise)
– Global directory design and implementation
– Network operating system migrations
– Desktop migrations
Core Strengths
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SignatureCare Portfolio
• 24x7 Monitoring and Management
• Network, Server, Applications, Circuits, Telephony
• 3rd party Vendor case management
• Data Protection / Off-Site Data Replication and Archival
• Disaster Recovery and Business Continuity Services
• Desktop/Laptop and Infrastructure Lifecycle Management
• End User Help desk
• IT Escalation Support
• Remote and On-Site Network Administration
• Hosting and Collocation Services
• Historical Trending and Strategic IT Planning
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24x7 Remote Monitoring
and Management
• 24 x 7 Monitoring and Management
• Performance and fault monitoring
- Servers, switches, routers, security,
wireless, VPN, voice and data circuits,
applications, storage & telephony platforms
• Management and problem resolution
• Complete problem ownership & incident
tracking
• Daily configuration back-up and
comparison of network infrastructure
devices
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Performance Monitoring
• Network Performance Statistics - Bandwidth utilization, Network latency
- Packet loss, Interface errors
- Device availability, Circuit status
• Device & Application Performance Statistics- Network device CPU and memory utilization
- Network device buffer and queue performance
- Server CPU, storage, and memory utilization
- Detailed Application performance statistics
- Exchange, Active Directory, SQL, SharePoint
- HVAC and Environmental Controls
- Any SNMP compliant device can be configured and monitored
• IP Telephony- Health of voice servers
- Gateway utilization
- Reports on Call volume details & statistics, Frequently dialed numbers, Call traffic optimization and more
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Vendor Case Management
• Manufacturer contract management and tracking
- Ensure contracts are valid, serial numbers
tracked
• Service Level Agreement management
• Case management
- Telco, Cisco, HP, IBM, Dell, Microsoft, Citrix, etc.
- Manage outages, replacement parts, vendor
tickets, vendor on-site dispatch and complete
ownership of incident resolution
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• Off-Site data protection, backup and Archival
• Augments or replaces existing on-site backup methodologies
• Block level de-duplication
- Saves significantly on bandwidth required to replicate to off-site facility
• Multi-year data retention options
• Includes monitoring of backup equipment and job success/failure
• Includes periodic test restorations to ensure data integrity
Data Protection Replication and
Archival Services
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WWW.TSGINC.BIZ
DATA PROTECTION TECHNOLOGY
W2 W1 W0
CFAUXCONSOLE
ACT
LINK
100 Mbps
ACT
LINK
100 Mbps
FASTETHERNET 0/1 FASTETHERNET 0/0POWER SYS
CISCO3745-IO-2FE
ETM AIM0NPA AIM1
DataDomain
Backup Appliance
Small Client TSG DataCenter
DD Appliance
Array
INTERNET
W2 W1 W0
CFAUXCONSOLE
ACT
LINK
100 Mbps
ACT
LINK
100 Mbps
FASTETHERNET 0/1 FASTETHERNET 0/0POWER SYS
CISCO3745-IO-2FE
ETM AIM0NPA AIM1
MODE
STACKSPEEDDUPLXSTATMASTRRPSSYST
1 2 3 4 5 6 7 8 9 10 11 12
1X
2X
11X
12X
13 14 15 16 17 18 19 20 21 22 23 24
13X
14X
23X
24X
Catalyst 3750 SERIES
1 2
Backup
Server
W2 W1 W0
CFAUXCONSOLE
ACT
LINK
100 Mbps
ACT
LINK
100 Mbps
FASTETHERNET 0/1 FASTETHERNET 0/0POWER SYS
CISCO3745-IO-2FE
ETM AIM0NPA AIM1
W2 W1 W0
CFAUXCONSOLE
ACT
LINK
100 Mbps
ACT
LINK
100 Mbps
FASTETHERNET 0/1 FASTETHERNET 0/0POWER SYS
CISCO3745-IO-2FE
ETM AIM0NPA AIM1
W2 W1 W0
CFAUXCONSOLE
ACT
LINK
100 Mbps
ACT
LINK
100 Mbps
FASTETHERNET 0/1 FASTETHERNET 0/0POWER SYS
CISCO3745-IO-2FE
ETM AIM0NPA AIM1
W2 W1 W0
CFAUXCONSOLE
ACT
LINK
100 Mbps
ACT
LINK
100 Mbps
FASTETHERNET 0/1 FASTETHERNET 0/0POWER SYS
CISCO3745-IO-2FE
ETM AIM0NPA AIM1
DataDomain
Backup Appliance
Medium Client
MODE
STACKSPEEDDUPLXSTATMASTRRPSSYST
1 2 3 4 5 6 7 8 9 10 11 12
1X
2X
11X
12X
13 14 15 16 17 18 19 20 21 22 23 24
13X
14X
23X
24X
Catalyst 3750 SERIES
1 2
Backup
Server
W2 W1 W0
CFAUXCONSOLE
ACT
LINK
100 Mbps
ACT
LINK
100 Mbps
FASTETHERNET 0/1 FASTETHERNET 0/0POWER SYS
CISCO3745-IO-2FE
ETM AIM0NPA AIM1
DataDomain
Backup Appliance
Large Client
MODE
STACKSPEEDDUPLXSTATMASTRRPSSYST
1 2 3 4 5 6 7 8 9 10 11 12
1X
2X
11X
12X
13 14 15 16 17 18 19 20 21 22 23 24
13X
14X
23X
24X
Catalyst 3750 SERIES
1 2
Backup
Server
30+ Day Retention
30+ Day Retention
30+ Day Retention
30-Day Online Retention
Full Annual/Monthly/Weekly
Archival
Near Real-Time Replication of Backups
5
8
1
4 BladeSystem
c3000Enclosure
HP
OA2OA1 Reset Active
UID
NIC1
NIC2
UID
HP
ProLiant
BL460c
NIC1
NIC2
UID
HP
ProLiant
BL460c
NIC1
NIC2
UID
HP
ProLiant
BL460c
NIC1
NIC2
UID
HP
ProLiant
BL460c
5
8
1
4 BladeSystem
c3000Enclosure
HP
OA2OA1 Reset Active
UID
Blade Chassis
NIC1
NIC2
UID
HP
ProLiant
BL460c
NIC1
NIC2
UID
HP
ProLiant
BL460c
NIC1
NIC2
UID
HP
ProLiant
BL460c
NIC1
NIC2
UID
HP
ProLiant
BL460c
VMWare VSphere 4.0
Hosting and Recovery Platform
HP
StorageWorks
XP20000
Disk Array
HP
StorageWorks
XP20000
Disk Array
SAN Storage
Best of Breed Technology
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Help Desk / Desktop Support
• Business Hours and/or 24x7 Support
Options
• Remote Control for Desktop
Remediation
• Application Support
• Full trouble ticket management
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Full Ticketing Lifecycle Tracking
• Robust ticket
management system- Tickets opened by Phone
call, Email, Customized
web portal or traps/alerts
• Client to ticketing
system and receives
hourly and daily
updates on all tickets
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Network Administration
• IT staff augmentation / supplementation
• Server and application administration- Active Directory, VMWare,
Exchange, SQL, file & print, telephony, and much more
- Moves, adds, changes, deletes (MACD)
• Asset management
• Backup management
• Patch management
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Hosted Services
• TSG offers a full line of Hosted Services for Small and Medium sized business- Exchange
Including anti-spam / anti-spyware
- SharePoint
- File Server
- IP Telephony / VoIP
- Conference bridge
- Web meetings
- Anti-Virus management
- Desktop/laptop Backup solution
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Desktop/Laptop Lifecycle Management
• Robust lifecycle management of end user platforms
• Fully integrated into HR and new hire on boarding process
• Standard options refreshed each quarter for various categories of users
Executives Power Users
Mobile Users Standard End Users
• System image design, standardization, and management
• Active Directory configuration/redesign to centralize administration
• Simple submission to TSG starts the process- Procurement
- Staging, burn-in, imaging, user configuration, delivery and setup
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• Client has full access to all monitoring, management,
and ticketing systems
• History maintained for two years for regression
analysis and trending
• Custom Branding
Additional SignatureCare Value
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Historical Trending and Strategic IT Planning
• Planning
- Quarterly business and technology reviews
- Quarterly network health checks
- Disaster recovery and business continuity
planning
- Development of IT strategic plans & budgets
• Trending
- Data trending analysis and recommendations
- Uptime and availability reports
- Regular event and ticket summary reporting
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SignatureCare
A Culture of Excellence
The Signature Group, Inc.
8229 Boone Boulevard
Suite 820
Vienna, Virginia 22182
Phone: 703.734.8720 / 800.953.3692
Fax: 703.734.9477
Email: [email protected]
www.tsginc.biz