24/7 Monitoring Services
At EuroDesk we provide both application and infrastructure level monitoring services, performed according to agreed upon SLA structures. This remote service is designed to work tightly integrated with our follow-the-sun service desk operations to guarantee human analysis of alarms, in many cases followed by execution of a related standard operating procedure (SOP).
Actions performed as alert related SOPs cover a wide range of options. To provide an example:
- Command/script/application execution
- - Alerting of the outsourcer’s L2-L3 IT support personnel
- - Phone notification according to specific escalation paths
Service design is flexible and coverage window can be resized to specific time ranges, if desired, to allow for cost-effective service window extension of existing organizations or to match internal/contract requirements.
Below a typical set of activities executed by the monitoring team:
Support Role & Responsibility
Incident Detection & Recording
|Monitor alerts & threshold violations from automated monitoring systems Pre-Flash Filtering Incident qualification & recording|
|Classify Incident as per agreed upon classification|
Investigation & Diagnosis
|Diagnosis Initiation through automated tools Fault Isolation|
|Semi-automated resolution for regular known incidents Resolution of Standard Problems using SOPs & Knowledge Base|
|Resolve Incident else escalate to on-site resources or appropriate II Level Support Advance Notification of Critical Incidents|
|Follow-up with support groups and close incident|
|Perform regular root cause analysis of recurring Incidents Analyze Top 10 IT Incidents Initiate appropriate Problem/ Change Management process|
We typically monitor the following categories of infrastructure elements:Server:
Fault and Performance monitoring for Windows 2K, 2K3,2K8,Red Hat Linux, Solaris, AIX, Unix, HP/UX devices, IBM i & P Series, Open VMS
Fault and Performance monitoring for all SNMP enabled data network devices (Cisco, Avaya, Juniper, Extreme, Nokia, Nortel etc.)
Cisco/Avaya/Nortel Monitoring of Call Servers/Gateways/Phones with Reporting
Fault and Performance monitoring for Exchange 5.5, 2003, 2007
Fault and Performance monitoring for MS SQL Server, Oracle
Generic snmp monitoring and http probing
Built on top of the infrastructure monitoring service foundation, Application Monitoring provides visibility and reporting on overall availability, application transaction integrity and user experience level. Synthetic transaction templates are build and automatically executed to verify application responds as expected at transaction level. Critical alarms related to system availability and transaction integrity verification are analyzed by trained personnel and SOPs are executed accordingly.
24/7 Service Desk
Cost-effective, multilingual, ITIL driven IT service desk able to manage your end user computing needs and coordinate on-site resourcesApplication Management
Agile based software development and testing services for client/server, mobile and SaaS applications.
Multilingual BPO and customer care center can manage Customer contact, Product pre/post sale support, execute diverse end-to-end processes or run batches of backoffice tasks.