Managed Services - Explained Who, How, and Why to go for it.

1. Delivering Managed Services to Enterprises
Prepared by Ghassan Chahine, PhD Candidate, EMBA, MBA, ITIL
Technical Consultant

2. What is Managed Services?
M anaged services is the practice of transferring day-
to-day related management responsibility as a strategic
method for improved effective and efficient operations.
W M
hy anaged Services?
Managed services are rapidly replacing
traditional information technology (IT) management tools
and mega-outsourcing arrangements because they provide a
more cost-effective method of managing and protecting
enterprise networks, systems and applications.

3. W M
hy anaged Services? Contd ...
Tailor your solution to your organization’ s needs
Flexible Outsourcing for Sustained Growth
Realize Measurable Value in Your Processes and
Systems
Managed Services Solutions can help you in
•Lower operational costs and improve productivity —
Take advantage of economies of scale, with reduced lock-in.
•Reduce risk — You can discover how to quickly and
effectively react to IT labor shortages, increased application
complexity and the rapid rate of business change.
•M aintain control of your destiny — Even while you have
us helping you manage a piece of your business.

4. W M
hy anaged Services?
Do you want your IT internal staff to focus on core competencies
rather than juggling with IT challenges?
Do you want to maintain control of Business-Critical Systems?
Are you increasingly reactive rather than proactive when it
comes to management of your IT infrastructure?
If you have said “YE to all of the above
S”
questions then its time you think about
M anaged Services.

5. Managed Services in brief..
Managed Services comprises a comprehensive, integrated suite of
services to manage a client’ s distributed computing environment as a
single entity—all with single point-of accountability.
Integrated service elements include:
Desktop Management Solutions
Managed Server Solutions
Network Management Solutions
Managed Security Solutions

6. Desktop Management Suite
Desktop management is a comprehensive approach to managing all the
computers within an organization.
"New technology gives small businesses real protection capabilities
that can substantially mitigate the risk of disasters, accelerate recovery
when they strike, and equip us to work more efficiently when they
don't. Effective use of these technologies can enable productivity gains
previously imaginable only by Fortune-500 corporations."

7. Desktop Management Suite Includes
Asset Inventory Management
Desktop Data Protection
Desktop Security
Desktop Support
Deep Scan
Patch Management
Self Help
Help desk

8. Asset Inventory
Asset Inventory is an application designed to track the assets of
businesses. When you need a precise picture of your company’ s
IT assets, there’ s no room for error.
Asset Inventory Services range from ability to track Windows and
Macintosh Computers hardware, software and security information,
non-discoverable fixed assets, Active Directory/LDAP, ability to
categorize software, track warranty, leasing, and licensing
information.

9. Desktop Data Protection
Desktop Data Protection is designed to
automatically backup your valuable
business data, to store it in a password-
protected data center away from your
physical location with enhanced security
features and to enable end-users to
retrieve their stored data any time they
need it.
This helps you to focus on your business without worrying about what will
happen to your critical data when power outages, system crashes, viruses,
or other threats become real and impact your environment.

10. Desktop Security
Desktop security provides protection against antivirus, firewall,
spyware, worm, and Trojan horse protection.
Firewall Feature helps in detecting and terminating unwanted external
applications such as spyware and adware. It also blocks unauthorized
access into your network and sensitive data. This provides a tremendous
security to your environment and data.

11. Desktop Support
Desktop support is automating various computer-related support tasks in an
organization. Troubleshooting, software installation, software patches, etc., can
all be done via the network - reducing the turnaround time for IT support,
simplifying and improving management of computers in the organization.
Desktop Support acts as the primary point of contact for computer related
problems - providing diagnostic, remedial, and referral services as appropriate.
Desktop Support comprises of
Deep Scan
Patch Management
Help desk

12. Deep Scan
Scanning for overall PC health and vulnerability
Deep Scan includes scanning of Windows Registry, at running
processes, and inside of no executable files, archive files, and files of
all sizes. So-called "smart" scans ignore archives, extremely large
files, and sometimes no executables.

13. Patch Management Suite
Patch management is the process of
controlling the deployment and maintenance
of interim software releases into production
environments. It helps you to maintain
operational efficiency and effectiveness,
overcome security vulnerabilities, and
maintain the stability of your production
environment.
The integrated patch management suite includes patch
management, software delivery, and automated asset
inventory (professional). It patches information and
maintains a knowledgebase.

14. H Desk Suite
elp
It is a support system designed to assist end users with
technical and functional questions and problems.
Managed services enables a single point of contact, 24 hours a day, seven
days a week, where you can obtain IT support by telephone or Internet.
Service desk tool enables us to log, monitor and report IT activities into
a detailed database, allowing the service desk team to conduct
comprehensive reporting on IT support activities.

15. Desktop Management
Despite its name, desktop management includes overseeing laptops and
other computing devices as well as desktop computers.
In recent years, security-related tasks have become an increasingly large
part of desktop management.
As a result, an increasingly large proportion of administrative resources
have been devoted to security-related tasks
Patch management,
Fighting viruses and spyware,
Controlling greynet applications
(programs installed without corporate
approval, such as instant messaging, file
sharing programs, and RSS readers).

16. Desktop M anagement
Interface
Desktop Management Interface (DMI) is an industry framework for
managing and keeping track of hardware and software components in a
system of personal computers from a central location.
DMI was created by the Desktop Management Task Force (DMTF) to
automate system management and is particularly beneficial in a network
computing environment where dozens or more computers are managed.

17. M anaged Server H osting offers greater efficiencies, reliability, and
range of services than hosting in-house or using collocation. Selecting
the right host should be a matter of determined strategic choice, not
expedience.

18. Managed Server Hosting
Managed Server Hosting Solutions align your systems with business goals.
Managed Server Hosting comprises of
Server Monitoring
Application Monitoring
Service Monitoring
Windows Event log Monitoring
CPU, Memory and Disk Utilization Monitoring
With Enterprise Server Management, you'll benefit from an exceptionally
stable server environment, embedded management intelligence and a rapid,
substantial return on investment (ROI).

19. Application Monitoring
Application failures are usually the most common problems that occur in
IT infrastructure. Monitoring critical applications proactively helps to
prevent application failures and identify degradations early.
Application Monitoring can monitor mission critical applications that
run on Servers. Various parameters of applications like MS Exchange,
Oracle, MySQL, MSSQL & Lotus Notes can be monitored.

20. Service Monitoring
Monitoring system level services for availability and response time is
essential to ensure that your Server Management plan is complete.
Service Monitoring can monitor
HTTP, FTP, Telnet etc that are running on your servers
Windows NT Services
Availability and response time of all the service

21. Core Services – Always Included
It is important to realize that Managed Server Hosting is a full-
service package designed to alleviate or entirely prevent service
and business disruptions.
Root/Administrator Access
Unlimited 24/7 service and technical support
Custom monitoring schemas through the entire stack
Accelerated response and recovery to any alert or service
request
Rapid hardware replacement
Operating system patching
Server and operating system hardening
A dedicated Sales Executive

22. Managed Server Hosting – A full integrated solution
Since every solution is customized to the unique needs it
addresses, the following value-added services are available.
Security (Physical and Network)
Recovery (Backups and Data Restoration)
Database Care (for all platforms)
Storage (dedicated Storage Area Networks with mirrored
arrays)
High-Availability Clustering
Multi-site Redundancy; Multi-Master Replication
Enterprise Email

23. Benefits T Your Organization
o
Depending on your need or reason for choosing a Managed Services provider,
several or many benefits can be realized. It will provision, monitor, and
manage a custom-configured hardware and network infrastructure purpose-
built to its tasks.
Managed Server Hosting negates the need for
Capital expenditures
Lengthy provisioning process
"Over-purchasing"
Some insurance costs
Most third-party service contracts
Trial-and-error

24. Managed Server Hosting provides
Fixed monthly costs
What you need right now
On-demand scalability
Vendor-certified engineers
Affordable access and migration to advanced solutions
Quicker implementation and faster ROI
Quicker resolution of problems or adverse events
Carrier-grade hosting facilities with redundant independent
power supplies
Managed Growth
Managed Server Hosting not only delivers an excellent technology
service, but also makes business sense as we match to your cash flow,
and help you grow.

25. Managed Server Hosting is ideal for
SMBs, Start-Ups all the way up to the Mid to Large
Enterprise space
ASP and SaaS Hosting
Disaster Recovery and Business Continuity Planning
Just-In-Time Deployment
Scalability Planning
Managed Growth
Predictable Expenditures
Greater Business Efficiency

26. Network Management Solutions
Network management is the execution of the set of
functions required for controlling, planning,
allocating, deploying, coordinating and monitoring
the resources of a network.
Detect, diagnose and resolve network performance
issues before they turn into costly downtime.
Network Management Solution (NM includes
S)
Router & WAN Monitoring
Switch Monitoring

27. Router & WAN Monitoring
WAN links are usually the most expensive part of the network, and managing
bandwidth allocation can be complex.
Oversubscribing to bandwidth could mean that your company is paying for more
bandwidth than required, and under subscribing could result in congestion and
unacceptable network performance.
Router & WAN Monitoring can help you in
Ensuring High Network Availability
Monitoring Router Performance
Optimizing Bandwidth Allocation
Minimize Recurring Cost

28. NM offerings are relied on by mission critical networks
S
on a daily basis.
It can help your organization gain control of the increasing requirements
to:
Design, implement, manage and maintain technology
infrastructures.
Identify, assess, and remedy security vulnerabilities.
Utilize technology to improve ROI.
Manage technology as a business asset.
Such solutions can make a difference in your business with defined,
measurable outcomes.

29. Here is your organization's capability to evolve its technology aspect to
extreme ends. The benefits of involving NMS for a High Availability
(HA) Disaster Recovery (DR), Continuity of Operations Planning
(COOP) or Continuity of Government (COG)
Know from the start that the HA DR/COOP/COG solutions or technical
project your organization implements will be a success by utilizing
NMS (efficiency in utilization).

30. Managed Security Solutions
Every industry Vertical has its own unique information security
challenges brought about by consolidation, regulations and different
business requirements.
A Managed Services provider understands these challenges and
leverages its experience with its many clients across all industry
verticals to deliver Managed Security Solutions tailored to the specific
Threat Management needs.

31. Summarizing, Managed services provider leverages its M anaged
Intrusion Prevention, M anaged Scanning, T hreat Intelligence,
M anaged E nterprise Security M onitoring, M anaged Intrusion
Detection and M anaged F irewall services to create solutions to
address security specific needs, such as T hreat M anagement and
Enterprise-W Security Reporting, inside your organization.
ide
Other Managed SecurityServices include
1. DDOS Mitigations Services
2. Managed Firewall
3. Content Integrity Monitoring Services – CIMS
4. Email Protection Services
5. Host-Based Intrusion Detection Services – HIDS
6. Network Intrusion Detection Service - NIDS

32. H M
ow anaged Services Implementation goes . . .
Step 1: IT Audit & Assessment - Disco ve r, do cume nt and
asse ss the e xisting I infrastructure .
T
Step 2: IT Remediation (if required) - Co rre ct pro ble ms with
e xisting infrastructure
Step 3: IT Performance Monitoring - M nito r and re po rt o n
o
the pe rfo rmance o f infrastructure
Step 4: IT Support - Suppo rt fo r staff o n I pro ble ms
T
Step 5: IT Operational Maintenance - O pe rate and Maintain
yo ur I I
T nfrastructure

33. Thank You