24/7 Monitoring Services

 

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:

 

Fault Management

Support Role & Responsibility

Incident Detection & Recording

 Monitor alerts & threshold violations from automated monitoring systems Pre-Flash Filtering Incident qualification & recording

Incident Classification

 Classify Incident  as per agreed upon classification

Investigation & Diagnosis

 Diagnosis Initiation through automated tools Fault Isolation

Initial Support

Semi-automated resolution for regular known incidents Resolution of Standard Problems using SOPs & Knowledge Base

Resolution/ Escalation

 Resolve Incident else escalate to on-site resources or appropriate II Level Support Advance Notification of Critical Incidents

Incident Closure

 Follow-up with support groups and close incident

Trend Analysis

 Perform regular root cause analysis of  recurring Incidents Analyze Top 10 IT Incidents Initiate appropriate Problem/ Change Management process

 

 

 

Infrastructure Monitoring

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
Data Network: 
    Fault and Performance monitoring for all SNMP enabled data network devices (Cisco, Avaya, Juniper, Extreme, Nokia, Nortel etc.)
Advanced IP Telephony: 
    Cisco/Avaya/Nortel Monitoring of Call Servers/Gateways/Phones with Reporting
MS Exchange: 
    Fault and Performance monitoring for Exchange 5.5, 2003, 2007
Database: 
    Fault and Performance monitoring for MS SQL Server, Oracle
SNMP and HTTP:
    Generic snmp monitoring and http probing

 

Application Monitoring

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.

 

 

Services


24/7 Service Desk

Cost-effective, multilingual, ITIL driven IT service desk able to manage your end user computing needs and coordinate on-site resources

Application Management
Agile based software development and testing services for client/server, mobile and SaaS applications.

 

BPO

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.