1. SMART SLA
T
SMA
ART SL
LA
Index
x
Invent
tory Manage
ement/Asset m
management
t/Audit
Mail/E
Exchange Ser
rver Monitor
ring & Mana
agement
Back UP & Restor –Back UP & DR Servic
U re ces
Softwa Deploym
are ment
Server Monitoring & Managem
r g ment
Anti Virus Manage
V ement
Patch Managemen
nt
Hard Disk Optimiz
D zation (Hard Disk Health Check)
d h
End Point Security Manageme
y ent
Opera
ating System Upgrade
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2. SMART SLA
T
Inventory Managem
I ment/Asset managem
t ment/Audi
it
Prelu
ude/Introduc
ction:
• IT is no lo
onger conside
ered as an enaabler to the bu
usiness but it h become a very critical component o any
has of
business tooday
• World is bbecoming flat as busines go to many geographies where they c
tter ss y s could find bes talents, requ man
st uire
power and more import
d tantly closer t the custom
to mers. As busin are geogr
ness raphically distributed, IT in
nfrastructure
is also bec
coming more and more com mplex
• llenge in any IT enterprise today is the a
One of the biggest chal
e ability to get an accurate a latest inve
and entory of all
IT assets o the organiz
of zation includin the hardware and softw
ng ware
SMA
ART Inventor managem
ry ment Service L
Level Agreem
ment
All hardw and softw of the ma
ware ware anaged assets will be track and report with a SM
s ked ted MART SLA of 99%.
Physical h
hardware deta and the so
ails oftware licens along with any changes would be tra
ses h s acked and rep
ported.
Execution model is Automate Managed S
ed Services - SM
MART SLA
• In AMS built around SMART SLAs an up-to-da and accura inventory information c be obtaine in a click
s, ate ate can ed
n.
of a button
• All the pre
esent assets ar captured an reconciled from PO, De
re nd d elivery Chall and Asset Audit
lan t
• In addition to getting la
n atest informat
tion about IT assets, the ne to track W
eed Warranty and A AMC information for the
assets are becoming a important bus
i siness need which is predom minantly traccked manually y
• In AMS m method, e-mai alert is sent to the admin
il nistrator and stake holders o the status o AMC & W
on of Warranty
Expiry
• Businesses expect a rea time trackin of certain I assets or c
al ng IT certain critical parameters o IT assets su as RAM,
l of uch
CPU, etc.
• In AMS powered by SM MART SLA, certain critical IT assets ar continuous monitored and e-mail a
re sly d alert is sent to
o
the admin and stakehol lders giving d
details of any change.
• Fully autoomated manag gement of IT Assets is very easily achie
y evable using S SMART SLA A.
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3. SMART SLA
T
Meas
surement mo
odel in Autom
mated Manag Services - SMART D
ged Dashboard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totality in the AM system and database. Fo IT manager
MS d or
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
The
T Reports & Dashboards will reflec following-
ct
• Physic reconciled details of as
cal d ssets from PO & Asset Aud
O dit
• Detail of AMC & Warranty Ex
ls xpiry
• Chang details in the Assets
ges
• Chang history of assets based o Owner & c
ge a on configuration changes
n
• Detail of Non IT Assets ( as pro
ls A ovided by the organization
e n)
Necessary Re
N eports and da
ashboard for Inventory M
r Management
t
1. Summ
mary /consolid
dated report to track and re
o eview the stat
tus
2. High L
Level dash Board for CXO to take Dec
Os cision
3. Techn
nical Engineer Report
rs
entory trackin status with respect to re
Overall inve ng h econciled phy
ysical data - S
SMART SLA status (met/n met)
A /not
_______
____________
____
_______
____________
___________
____________
____________
___________
____________
___________
____
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4. SMART SLA
T
Mail/Exch
hange Ser
rver Monit
toring & M
Manageme
ent
Prelu
ude/Introduc
ction:
Microsoft Exchange Criti Services:
M ical :
• Micro osoft Exchang Server runs the followin services tha are very critical for the s
ge s ng at server to be u and runnin
up ng
• Microsoft Exchange System Attenda
E ant
• Microsoft Exchange Ma
E anagement
• Microsoft Exchange Inf
E formation Stoore
• Simple Ma Transfer Pr
ail rotocol (SMTTP)
• Microsoft Exchange Ro
E outing Engine
• If any one of the cr
y ritical services fail, the mai server will go down imm
il mediately and the users wil not be able
d ll
to sen or receive emails
nd e
Users Ma Box Size:
ail
In addition to mail serv failures, m client also fails frequen because of the size of user emails e
n ver mail o ntly f exceeding the
e
mail box s limit.
size
SMTP Qu ueue clogging
g:
Email serv is often affected due t clogging of SMTP queu For examp if a user se
vice a to f ue. ple, ends an email with a large
l
file attachment containing a video cl it would c
lip, clog the netw
work thereby a
affecting all th other users in the
he s
enterprise.
Email serrver perform
mance monito oring:
Email serv may beco unavaila if the ema server itself is not perfo
vice ome able ail orming at its b
best. The serv may run
ver
low on res
sources such as memory, C
a CPU, disk spa etc. In such situations, the email ser
ace, , rvice may eith become
her
unavailabl or severely degraded.
le y
rver Service Level Agree
ART Mail Ser
SMA ement
Availabili of e-mail service with a SMART SLA of 99%. Th SMART s
ity s his service ensure the high ac
es ccessibility of
f
business c
critical mailin application and uninterru
ng n upted commu
unication chan across th organizatio
nnel he on.
Execution model is Automate Managed S
ed Services.- SM
MART SLA
Microsoft Exchange Critical Servi
t C ices:
• In AMS SMAR service wa these criti services a constantly monitored an if any one of the critica
n RT ay, ical are y nd e al
se
ervice goes doown, the servi is re-starte automatica
ice ed ally
• Th herefore in th SMART SL method, t users will not even com to know th a critical se
he LA the me hat ervice went
do and came back up aga thereby av
own e ain, voiding any d
downtime due to these critical services.
e
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5. SMART SLA
T
Users Ma Box Size:
ail
• In AMS SMAR services m
n RT method, the m box size is constantly m
mail monitored and if the user’s mail size
d s
ap
pproaches the mail box size limit, old em
e mails are auto
omatically arc
chived and sto
ored in the de
esignated
sto
orage location to free up th mail box.
n he
• In this way, the user will nev face any e
n e ver email downtim due to ma box size lim
me ail mit
SMTP Quueue clogging
g:
• In AMS SMAR services w SMTP qu
n RT way, ueue is contin nuously monitored and if th queue is cl
he logged, the
em responsib for this clogging is iden
mail ble ntified and th email is del
he leted from the queue autom
e matically and
th user and the IT Adminis
he e strator are not
tified of the ac
ction.
rver perform
Email ser mance monito oring:
• In SMART SL method, cr
n LA ritical parame
eters of the em server are continuousl monitored a if any of
mail e ly and
th parameters perform belo the expect level, an a
he ow ted alert is genera proactive
ated ely.
• Se everal parame automatically taken care of For example if the hard disk space is not
eters can be a f. e,
su
ufficient, tempporary files ar cleaned up hard disk is defragmente if required, etc., automat
re p, ed tically.
• If a hardware upgrade such as upgrading the RAM, CP etc. is ne
f u PU, eeded, respect IT people are sent
tive e
alerts much in advance to gi them enou time to ta necessary action such a procuring t parts and
ive ugh ake y as the
pllanning for th upgrade.
he
In essence all/most of the aspects th are respon
e, hat nsible for ema server failu are consta
ail ure antly monitore and
ed
automatica remediat in the AM SMART SL method.
ally ted MS LA
Meas
surement mo mated Manag Services - SMART D
odel in Autom ged Dashboard
How SMART Ser
rvice is receiv
ved? (Dashb
boards/Repor
rts)
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totali in the AM system and database. Fo IT manager
ity MS d or r
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
Following reports will be generate for better visibility:
g l ed
• Overall uptime of mail serve – 99 % (SL met/not m
e er LA met)
• Re
epeated critic Issues
cal
Necessary Reports an dashboard for Mail Se
y nd d erver (Exchan server)
nge
1. Su
ummary /consolidated repo to track an review the status
ort nd
2. High Level das Board for C
sh CXOs to take Decision
e
echnical Engi
3. Te ineers Report
t
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6. SMART SLA
T
Back U & Resto – Back UP & DR Services
UP ore k R s
Prelu
ude/Introduc
ction:
• The IT Sta ensures th critical ser
aff hat rver data is ba
acked up onto Disk/ Tape d
o drives. Organnization critica data that is
al
stored on severs, shared drives and s
d shared folders too is backe up to the D / Tape Dr
s ed Disk rives
• Backing u of data on user compute is usually t responsibility of the us and IT ad
up u ers the sers dministrations involvement
s t
here if any is limited.
y
• Absence o a centralize administrat console l
of ed tors leaves room f errors and there is high possibility of the data
for f
backup pr rocess not bein efficiently carried out.
ng y
• Most com mmon yet over rlooked instan
nces of data lo damage e that can ha
oss, etc appen in the e users env
end vironment is
not taken into consideration and bein unprepared can cause th company a well as the end user los of precious
ng he as ss
time, mon and effort in an eventua the data i lost or the asset is dama
ney ally is aged.
SMA
ART Back UP & Restore –Back UP & DR Service Level Agree
P ement
anaged IT assets that requir backup or restore, 99% of them will be successful backed up and restored
For all ma re lly p d
Execution model is Automate Managed S
ed Services - SM
MART SLA
• Ensure tha the Backup software is i
at p installed on evvery managed IT asset.
d
• All critica data are bac
al cked up autom matically on sscheduled basis & stored sa afely in a cen
ntralized locat
tion for ease
of restore..
• Every bac ckup process is monitored & alerted to e
i ensure smooth backup operation.
h
• This critic activity is integrated int the Virtual Administrato console fr
cal to ors rom where the IT Administration team
e
can have c complete visibbility of all IT Critical acti
T ivities.
• Through a highly spont taneous interf face, incremental Backups and complete backups are scheduled, m
e made to run
automatically at specifi times. Off
ic fsite replicatio too is sched
on duled and all this happens seamlessly in the
n
backgroun nd.
• Backup ev vents are conf
figured to ens sure that end uusers data is a protected Critical sys
also d. stem files, reg
gistry changess,
vital docuuments and folders all of th are autom
hem matically back up to ensu an unpara
ked ure alleled user ex
xperience in
terms of security and al peace of m
lso mind.
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7. SMART SLA
T
Meas
surement mo
odel in Autom
mated Manag Services - SMART D
ged Dashboard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totali in the AM system and database. Fo IT manager
ity MS d or r
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
The Repo & Dashb
orts boards will re
eflect followi
ing-
• Back up de
etails
• Restoration details
n
• Trend anal
lysis
• Heath of Storage
• Backup Sta
atus- 90% (SL Met/Not M
LA Met)
Necessary Reports an dashboard for Back U & Restore –Back UP & DR Servic
y nd d UP ces
1. Summary /consolidated report to trac and review the status
/ ck w
2. High Level dash Board for CXOs to take Decision
n
3. Technical Engineers Re
E eport
____________
________ ____
_______
____________
___________
____________
____________
___________
____________
___________
____
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8. SMART SLA
T
Softw
ware Depl
loyment
ude/Introduc
Prelu ction:
• Softw installatio is an impor
ware on rtant but a ted
dious, volumi inous activity in IT operati
y ions
• System software’s, applications software’s an tools need to be installe and upgrad regularly across all
m , nd ed ded
compu uters includin desktops, laptops and se
ng ervers
• It has been observe that a typic IT organiz
ed cal zation installs//upgrades on an average o 22 software in a year.
of e’s
Complexit of software deployed varies betwee one softwa to the othe Typically 1 in every 3 software
ty e’s en are er.
deploymen is complica and in tu creates a l of repeated work for the IT organiza
nt ated urn lot d e ation. Also, co
omplex
software installation requires special IT skill in te
echnical peop
ple.
Over
rview - SMAR Software Deploymen Service Lev Agreeme
RT e nt vel ent
Software IInstallation will be carried out automati
w d ically without user interven
t ntion with SM
MART SLA o 90 %. It
of
ensures im
mmediate avai ilability of ne application to all the users, to enable business del
ew n e liverables. Th SMART
his
service sim
mplifies the IT Administra
T ators tasks and enhances th efficiency.
d he
Execution model is Automate Managed S
ed Services.- SM
MART SLA
• In AM commonly deployed so
MS, y oftware’s in e
enterprises are pre configur in the automation platf
e red form.
• One h to simply select the soft
has ftware that nee to be deployed, system where the s
eds ms software need to be
ds
deploy The softw can eith be deploye immediately or scheduled for future.
yed. ware her ed
• If the computer is switched off (
s (not online) d
during the tim the deploym is schedu
me ment uled, the softw
ware
deployyment will be automaticall done as soo as the com
e ly on mputer comes back online.
• In case if the softw deployme fails, it wi send an ale and also cr
ware ent ill ert reate a ticket in the Help D
Desk System
• All these are done without the u interventi and witho holding th users up du
w user ion out he uring software deploymentt
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9. SMART SLA
T
Meas
surement mo
odel in Autom
mated Manag Services - SMART D
ged Dashboard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totali in the AM system and database. Fo IT manager
ity MS d or r
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
The Repo & Dashb
orts boards will re
eflect the foll
lowing:
• Number of Software applic
cation Install r
requests
• omplexity details of SW d
Co deployed
• Re
econciliation of Eligible sy
ystem based o the Pre req
on quisite
• Su
uccess % ( SL met/Not m
LA met)
• Average time taken for insta
t allation.
• Number of Sof
ftware Deploy that failed in the first a
yed d attempt
Necessary Reports an dashboard for software deploymen
y nd d nt:
ummary /consolidated repo to track an review the status
1. Su ort nd
2. High Level das Board for C
sh CXOs to take Decision
e
3. Te
echnical Engi
ineers Report
t
____________
________ ____
_______
____________
___________
____________
____________
___________
____________
___________
____
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10. SMART SLA
T
Se
erver Mon
nitoring & Managem
ment
Prelu
ude/Introduc
ction:
• Servers ar managed us
re sing tools spe
ecifically deve
eloped for the particular ty of Server. Depending o the numbe
e ype . on er
of differen servers in an organizatio the tools re
nt a on equired to maanage the serv will also vary.
vers
• When any inconsistenc is noticed o degradation in performa
y cy or n ance is noticed the IT team decides to ta a call. Els
d m ake se
manageme is pretty much the sam – swing into the action th minute an issue is detec
ent m me he cted
• IT activity related to se
y erver managem is very c
ment complex and decentralizati of the ma
ion anagement act tivities take a
toll on the performance of both the I Staff as we as the serv
e e IT ell ver.
• There is a direct impact on business continuity in an eventuality of server fa
t n failure or malf
function and t can cause
this e
considerab loss to the organization
ble e n
SMA
ART Server M
Monitoring & Manageme Service L
ent Level Agreem
ment
Availabili & uptime of servers wit a SMART SLA of 99%. This SMAR service ens
ity o th RT sures the high accessibility
h y
of busines critical application, unin
ss nterrupted serv operation and high upt
ver n time of the servers.
Execution model is Automate Managed S
ed Services - SM
MART SLA
• All critica server comp
al ponents are mmonitored 24/7 7
• If any perfformance rela issue is d
ated detected in the server, it is alerted to the IT Admin au
e e utomatically
• For critica issues, corrective issues are performed automatical on the serv
al lly ver
• Server ma anagement ser rvices the AM way provi a centraliz solution- a single pane of glass to al server
MS ide zed ll
specific re
equirements th range from monitoring processes, ap
hat m g pplications an services to auto remedia
nd o ating issues so
as to minim the workload on syst Administ
mize tem trators.
• The AMS way guarantees that serve failures wil be minimize – nay total eradicated thanks to the proactive
er ll ed lly d e
manageme of service and applica
ent es ations.
Page 10

11. SMART SLA
T
Meas
surement mo
odel in Autom
mated Manag Services - SMART D
ged Dashboard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totality in the AM system and database. Fo IT manager
MS d or
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
Following reports will be generate for better visibility:
g l ed
• Overall Server Uptime – 99 % (SLA met
t/not met)
• Repeated critic Issues rega
cal arding perform
mance
Necessary Reports an dashboard for Server M
y nd d Monitoring S
Services
ummary /consolidated repo to track an review the status
1. Su ort nd
2. H
High Level das Board for C
sh CXO to take D
Decision
3. Te
echnical Engi
ineers Report
t
_______
____________
____
_______
____________
___________
____________
____________
___________
____________
___________
____
Page 11

12. SMART SLA
T
Anti V
Virus Man
nagement
Prelu
ude/Introduc
ction:
• Antivirus software is innstalled and th either the user takes th onus of ens
hen e he suring that it r
runs well or m
management
is done fro a centraliz antivirus console.
om zed
• Antivirus definition file are updated through the auto update feature of the antivirus sof
es d e ftware.
• Infected syystems are quuarantined, tak off the ne
ken etwork and w follows is a lengthy da backup, re
what s ata epair and
restoration process
n
• Antivirus software scan nning preferennces presets a used or th IT staff per
are he rsonally ensur that the se
res ettings have
been enfor rced on all the endpoints.
• Since this is just one annother activity that the IT s
y staff has to do – enforcing, managing an scheduling antivirus
o , nd g
scans is a big challenge e.
• Failing of auto-update and the inabil of the IT Staff to track it can again compromise t end users system. Also
f a lity k the o
disabling o certain pre settings by users for eg Access scan
of eset g- nning of pen drives, media cards etc co
a ould once
again expo the indivi
ose idual user as w as the ne
well etwork to secu urity threat
• The damage to the quar rantined infec system an the impact of damage d
cted nd t done cannot b easily asses
be ssed
In a T
Traditional m
model, it invo
olves
• Manuals SSteps Include the following
g:
• Download a pa atch
• Pa acceptan
atch nce
• Te est
• Pa Scan
atch
• Approve
• These patc
ches require human interve
h ention
• Patched al require be manually tri
lso e iggered and m
monitored for failures
SMA
ART Anti Vir Managem
rus ment Service Level Agree
ement
All th managed IT assets will be protected b antivirus w a commi
he T b by with itted SMART SLA of 99 %
T
It wil ensure high availability of all IT asset and busines application
ll h o ts ss ns.
Page 12

13. SMART SLA
T
Execution model in Automate Managed Services - SM
ed MART SLA
• Non MS P Patch deploym ( Can be included)
ment e
• missing and failed patches ( Automated)
Alert for m fa
• Automatic rescheduling for missing patches ( Au
c g utonomic)
• Measurabl reports on patch status.( EOD reports can be
le ( s
Automatic cally schedule ed
• Overall AMS with “SM MART SLAs” allow adopti the
” ing
“Build On Run Anyw
nce where”, where we can conf
e figure patch
scan, scheedule patching and report in one agent p
g n package.
• Ensure tha the Antiviru software is installed on every manag IT asset.
at us s ged
• All the lat virus file definitions ar updated aut
test re tomatically.
• Scan and a alert for any suspicious act
s tivity and viru infection to the adminis
us o strator and sta holders.
ake
• Auto quar rantine of infeected files and folders.
d
Measurement m
model in Aut
tomated Ma
anaged Serv
vices - SMA
ART Dashbo
oard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totality in the AM system and database. Fo IT manager
MS d or
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
The Repo & Dashb
orts boards will re
eflect followi
ing-
• Updated status of virus defin
U nition.
• Visibility on Virus attack
V V
• Compliance- 99 % ( SLA m
met/not met)
Necessary Reports an dashboard for Anti Vir optimiza
y nd d rus ation:
ummary /consolidated repo to track an review the status
1. Su ort nd
2. H
High Level das Board for C
sh CXOs to take Decision
e
3. Te
echnical Engi
ineers Report
t
Page 13

14. SMART SLA
T
Patch Manag
gement
Prelu
ude/Introduc
ction:
• With Micr rosoft centric automatic uppdates the onu of updating lies on the individual use alerted by p
us g er pop-up
advising h to update the system.
him
• For other Software’s it is a painstaki task to ke checking f new updat and ensur
ing eep for tes ring that patch are
hes
updated. It’s a well kno fact that less than 5 % of the users actually patch (update) t
own hes their system o regular
on
basis.
• Predomina antly Microso Centric pa
oft atching is carr out using the basic inb
ried g built Patch Uppdate Service or through a
centralized patching ap
d pplication.
• Other applications are patched more inconsistentl
p e ly
• Inconsiste patch upda are the do
ent ates oorway to poo system per
or rformance, seecurity threats and vulnerab
s bilities.
Inconsiste
ency is primar due to the high level of manual inte
rily e ervention requuired and user typically avo it.
r oids
• Business ccritical applic
cations and se
ervices if not p
patched will a
affect end use experience thereby affec
er cting
productiviity.
SMA
ART Patch M
Management Service Leve Agreement
el t
On all the managed IT assets the app
proved patche will be inst
es talled automa
atically with a committed S
SMART SLA
A
of 99%.
Execution model is Automate Managed S
ed Services - SM
MART SLA
• In AMS, t installed & missing pat
the tches in every computer ar found autom
y re matically & a detailed list is sent to the
IT Administrator. The patches are au
p utomatically aapplied on selected compu
uters as per th approved patch policies
he
defined by the IT Administrator.
y
• Fully auto
omated manag gement of pattches is very e
easily achieva using SM
able MART SLA.
• In the auto
omated mode the end points are applied with necessa patches w
d ary without user inntervention.
• Business ccritical applic
cations and ot cally patched, updated and monitored to
ther essential software can be automatic o
ensure connsistency acro the entire organization.
oss
• Non Micro osoft patches can also be a
applied.
Page 14

15. SMART SLA
T
Meas
surement mo
odel in Autom
mated Manag Services - SMART D
ged Dashboard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totali in the AM system and database. Fo IT manager
ity MS d or r
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
The Repo & Dashb
orts boards will re
eflect followi
ing-
• Pe
ercentage of Success >90% (SLA met/n met)
S % not
• Number of Patch applied ag
gainst the App
proved Patche for MS
es
• Number of patc
ches applied a
against the ap
pproved patch for other s
hes software.
Necessary Reports an dashboard for Patch M
y nd d Management:
:
ummary /consolidated repo to track an review the status
1. Su ort nd
2. High Level das Board for C
sh CXOs to take Decision
e
3. Te
echnical Engi
ineers Report
t
________
____________
____
_______
____________
___________
____________
____________
___________
____________
___________
____
Page 15

16. SMART SLA
T
Hard Disk Optimization (Har Disk H
H k rd Health Che
eck)
Prelu
ude/Introduc
ction:
Hard disk is co
H onsidered opt
timized if it m
meets all the f
following maj parameters (suggested l
jor limits are giv
ven)
1. Bad S
Sectors norma should be than Less tha 30%.
ally an
2. HD sh
hould be defra
agmented as s soon as the ne arises (if HD data is fr
eed ragmented for more than 12
r 2%)
3. Temporary File Cle
eanup will be done at least once a week
e t k
4. pace should be utilized less than 85% of total space
HD sp s f
ART Hard Di Optimiza
SMA isk ation Service Level Agree
ement
All the Ha Disks and storage devic in the org
ard d ces ganization wil be optimize at the highe level to th extent of
ll ed est he
99%. Degraded perform mance of hard disk and sto
d orage devices hamper sever critical tec
ral chnical and bu
usiness
activities. Also SMART SLA ensure high qualit performanc of hard disk and storage devices will increase the
T es ty ce e
availabilit and close to no down tim of business application and IT system
ty o me ms.
Execution model is Automate Managed S
ed Services - SM
MART SLA
Basic Aut
tomation
• An e- mail alert is sent to the ad
s dministrator as soon as the set threshold is exceeded.
s
• Escala
ation e-mail alert is sent as per the defin escalation chart in the organization
a s ned n
• An apppropriate remmediation action would be communicate to the stake holders, wit a clear mes
ed e th ssage that if
these r
remediation actions are no performed t
a ot there is a chan of potenti data loss a performan
nce ial and nce
degraddation.
Advanced Automation
d n
• If busiiness and IT assets are man
a naged well, fu automate manageme of hard dis is very easily achievable
fully ed ent sk e
using SMART SLA A.
• In the automated mode most of t hard disk optimization is achieved w
m the n without huma intervention.
an
Page 16

17. SMART SLA
T
Meas
surement mo
odel in Autom
mated Manag Services - SMART D
ged Dashboard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totali in the AM system and database. Fo IT manager
ity MS d or r
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
The Repo & Dashb
orts boards will re
eflect followi
ing-
• Ba Sectors-
ad
• Number of tim Defrag has been perform
mes s med
• Number of tim the Temp F Cleanup has been performed
mes File
• Disk Space Uti
ilization
• Overall health of all HDD in the organiza
n ation- SMAR SLA status (met/not me
RT s. et)
Necessary Reports an dashboard for hard dis optimizati
y nd d sk ion:
ummary /consolidated repo to track an review the status
1. Su ort nd
2. High Level das Board for C
sh CXOs to take Decision
e
3. Te
echnical Engi
ineers Report
t
____________
________ ____
_______
____________
___________
____________
____________
___________
____________
___________
____
Page 17

18. SMART SLA
T
End
E Point Security Managem
t ment
Prelu
ude/Introduc
ction:
• With the iincreasing commplexity in IT Infrastructu and geogra
T ure aphically dist
tributed users managing th IT assets
he
from the vvulnerabilities is a major ch
s hallenge.
• requirement a in traditio method it is highly use dependent and hence
End point security is a very critical r and onal t er
very diffic to monito
cult or.
• If one syst gets affec the entire network get affected.
tem cted e ts
• Mass stora devices/u trusted web
age un bsites etc can infect the sys
stem in traditi
ional environnment
SMA
ART End Poi Security Management Service Lev Agreemen
int M t vel nt
All manag IT assets will conform to the approv IT Securi policies wi a SMART SLA commi
ged w ved ity ith T itment of
99%. The Security Poli
icies will be a
applied, moni
itored and enf
forced to be c
complaint with the security standards.
h y
Execution model is Automate Managed S
ed Services - SM
MART SLA
• As per orgganizational in mation securit policies, th configurati are applied on all the assets
nternal inform ty he ion
• AMS Patc Manageme ensures that patches in the server are up-to-date a only appro
ch ent e and oved patches are installed.
.
• Monitorin makes sure that of critic services in
ng e cal ncluding antivvirus and firew services are running. A related
wall Any
errors in th event logs are reported to the admini
he istrators.
• Ensures th virus scan are running regularly and virus defini
hat ns g d itions are up-t
to-date.
• Makes sur that securit is intact by automating O Hardening USB/CD R
re ty OS g, ROM access e
etc
• Monitor th assets as per the security requiremen
he y nts
• Any attem or breach or unauthoriz access is t
mpt zed tracked and reeported
• Makes IT admin task easy in Server Security Man
r nagement.
Page 18

19. SMART SLA
T
Mea
asurement m
model in Au
utomated M
Managed Ser
rvices - SMA
ART Dashboard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totality in the AM system and database. Fo IT manager
MS d or
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
The Repo & Dashb
orts boards will re
eflect followi
ing-
• Attem
mpted authoriz access
zed
• Percen
ntage of asset on which ap
ts pproved secu
urity policies a applied (S
are SLA Met/Not Met)
Necessary Reports an dashboard for End Poi Security M
y nd d int Management:
ummary /consolidated repo to track an review the status
1. Su ort nd
2. H
High Level das Board for C
sh CXOs to take Decision
e
3. Te
echnical Engi
ineers Report
t
____________
_______ ____
_______
____________
___________
____________
____________
___________
____________
___________
____
Page 19

20. SMART SLA
T
Operati System Upgrade
ing m e
ude/Introduc
Prelu ction:
• Operating system vend such as M
g dors Microsoft com up with new and improv version O every two years.
me w ved OS
• IT Organizations must constantly ke up with th changes to get the enhan
eep he nced features available in t new OS.
the
• In the typi enterprise there are ma number o system to b upgraded.
ical e any of be
• This invollves taking back up of entire data and time consumin
ng
• Also one nneed to check the hardware configuratio before upg
k e on grading the OS
SMA
ART Operatin System up
ng pgrade Servi Level Agr
ice reement
Operating System Upgr
g rade will be c
carried out au
utomatically w ntervention w SMART SLA of 90 %
without user in with %.
It ensures immediate avvailability of new Operatin System to all the users, to enable bus
ng siness deliver
rables. This
SMART s ifies the IT Administrators tasks and enhances the ef
service simpli s fficiency.
Execution model is Automate Managed S
ed Services - SM
MART SLA
• In AMS, a automatic OS upgrade is done simultane eously on mu ultiple machin unlike do
nes, oing it sequent tially in
traditional method
l
• The select systems are scanned to find out if th HW specif
ted a o he fications meet the pre requ
t uisites for the new OS to
be installe
ed
• A set of prre-defined, st by step au
tep utomation inst tructions are prepared to aachieve autommated and sile OS
ent
upgrade is done.
s
• Commonl deployed op
ly perating syste in enterpr
em rises is pre con
nfigured in th automation platform.
he n
• Automatic operating Sy
c ystem Upgrad is achieved by selecting the required systems mee
de d g eting the pre rrequisite
criteria by the IT Admi
y in.
• All these a done with
are hout the user i
intervention.
Page 20

21. SMART SLA
T
Meas
surement mo
odel in Autom
mated Manag Services - SMART D
ged Dashboard
SMART S SLA and Sma services ac
art ctivities are lo
ogged in totality in the AM system and database. Fo IT manager
MS d or
and CIO’s convenience the informat
s e tion is groupe categorize tabled and summarized from busines perspective
ed, ed, d ss e
and report in the vari
ted ious appropriate reports an dash board These repo and dashb
nd ds. orts boards are eas
sily
configurab and custom
ble mizable as pe the business needs and c be produc All the SM
er can ced. MART SLA are tracked
and report in the SM
ted MART SLA da ashboard so th CIO’s and business sta holders ca tangibly see the benefits
hat d ake an s
at real tim
me.
The Repo & Dashb
orts boards will re
eflect followi
ing-
• Number of Op
N perating Syste upgrade re
em equest
• Reconciliation of Eligible sy
ystem based o the Pre req
on quisite
• Su
uccess % ( SL met/Not m
LA met)
• Average time taken for upgr
A t rade
Necessary Reports an dashboard for Operati System U
y nd d ing Upgrade:
ummary /consolidated repo to track an review the status
1. Su ort nd
2. H
High Level das Board for C
sh CXO to take D
Decision
3. Te
echnical Engi
ineers Report
t
____________
_______ ____
_______
____________
___________
____________
____________
___________
____________
___________
____
Page 21