Insite - Dimension Data

INSITE
Dimension Data’s monitoring offering
INSITE
What’s on your mind? Is your
infrastructure management
strategy optimal? Are you achieving
optimum ROI on your infrastructure
management investment? Are you
employing the latest technologies
and business models to reduce the
total cost of your infrastructure?
Do you feel under pressure to
employ managed services and gain
the associated benefits like your
competitors in the marketplace?
The importance of IT has never
been greater. Today you are no longer
simply managing an IT infrastructure
– you are steering the success of your
business. Today’s infrastructure must
be agile, nimble and provide real time
information to enable IT to support and
add value to your critical
business processes.
Now is the time to empower your IT
with an integrated solution that allows
you to move from fire-fighting to
proactive service provision.
“Now, its possible for
critical information
and communication
devices to be located,
monitored and
managed anywhere
in the world.”
Proactive and pre-emptive
network management is now
a business imperative
At Dimension Data, the belief is that
effective infrastructure management
demands far more than elementary
troubleshooting and device configuration.
Today, infrastructure management good
practice is all about predictive and preemptive management rather than problem
finding or troubleshooting after an event
has occurred. That’s why Dimension Data
have invested in an enhanced Remote
Infrastructure Management (RIM) platform
within the Global Service Operating
Architecture (GSOA), which effectively
and consistently provides end-to-end
support and management of the client
IT assets, regardless of the location.
How INSITE is
delivered to you
Thanks to advances in technology
it’s not essential nor necessarily
desirable that your infrastructure
be physically located within the
walls of the organisation. Now, it’s
possible for critical information and
communication devices to be located,
monitored and managed anywhere in
the world. Today, around 90 to 95 per
cent of infrastructure issues can be
resolved remotely.
Some of the key benefits
that can be unlocked via the
Dimension Data RIM platform
include the following:
Scalability and flexibility
Flexibility is a cornerstone of the
Dimension Data remote model.
That’s because the RIM platform
is multi-tenanted and allows for
regionalisation and client customisation
as needed. This modular and scalable
design enables Dimension Data to
support a variety of technologies
and products.
What is INSITE
The Dimension Data INSITE Service covers
a wide range of technology and different
service levels that can be tailored to suit
your business needs. The result is improved
and more consistent service quality and
stability, reduced cost and the ability to
respond quickly to changes.
INSITE is delivered via a combination of
secure systems, people and processes
known as the Dimension Data Global
System Operating Architecture (GSOA).
INSITE enables Dimension Data to maintain
normality in a client’s infrastructure by
detecting abnormal events and managing
the timely restoration of the infrastructure.
All while making and keeping you, the
client, aware of all aspects of the event
with measurable performance indicators
against each.
Avoid capital outlays
The elimination of the need for hefty
capital outlays is another reason that
Dimension Data services are being
eyed by an increasing number of CIOs.
In the past, IT infrastructure management
usually consisted of asset based
transformations. As an alternative, the
Dimension Data remote model allows
you to offload IT assets, by subscribing
to IT service components, without
having to actually acquire hardware.
The focus is the reduction of total
cost of ownership with simultaneous
improvement in service quality.
Benefit from an industry good
practice approach
It is a tall order building a RIM platform
that will deliver services that are
modular, scalable, automated, allow
for the integration of vendor or clientsupplied tools and most importantly,
is consistent. For that reason, the
Dimension Data advanced RIM platform
places a heavy emphasis on ITIL an
integrated, process based, set of
good practices to manage IT services.
Dimension Data is of the belief that
employing these good practices is a
critical component to providing
a scalable, portable, heterogeneous,
and adaptable technology infrastructure.
INSITE
INSITE features
Configuration management includes:
• Online infrastructure diagrams
Dynamic user interface
• Security authentication and activity logs
A user-friendly and configurable interface
provides a single window of performance
• Change control processes
Management information
• Hardware and software inventory
Advance reporting capability with complete
visibility on IT infrastructure performance
Technical/information reporting
• Configuration file archiving
Benefits to you
Better service delivery
• Simplicity through intuitive service
portal Interface
• Peace of mind thanks to having
a highly resilient architecture
• Service level-driven and ITIL good
practice delivery
Automatic link with association to
incidents, problems, known errors,
tasks and changes
As various network management services
are performed, INSITE gathers data and
generates reports in response to certain
events or milestones as specified by
the SLA.
Enabling security and privacy
Reporting services include:
Ability to segregate and define groups
in access and authorisation
• Event analysis vs. measured SLA
• Root cause analysis leads
into problem management for
quick incident resolution and
proactive support
• Infrastructure health, service and
statistical reports
Service elements
• Proactive performance reporting
enabling capacity planning
• ‘Situations to Watch’ proactive analysis
• Event management integrated
with incident, change and
problem management processes
Seamless process flow
Monitoring and
event management
INSITE will monitor your infrastructure, identify
events, diagnose them and recommend steps
for quick and effective resolution.
Event monitoring includes:
• Event identification, isolation and diagnosis
– including root cause analysis
• Regular INSITE review meetings
Service portal
As part of your INSITE service, you
will receive a dedicated service portal
that provides real-time infrastructure
management and technical information
allowing you to ‘drill down’ to Incident,
problem, change and configuration items.
• Event severity classification
• View event information and drill down
to the details of the event
• Initiation of remedial actions in line with
the Service Level Agreement (SLA)
• View reports
• Multidimensional notification
• Trouble-ticket generation
• Event resolution management
• Escalation management
Performance monitoring
INSITE implements performance metrics
to effectively monitor and measure
your network.
Performance monitoring includes:
• Utilisation and availability
• Threshold monitoring
• Configurable thresholds
• Predictive analysis and reporting
• Identification of areas of concern
Configuration management
INSITE gathers complete configuration
data and monitors changes through
specialised tools and applications
developed specifically for this task.
• View infrastructure status and metrics
• Log and track incident requests
• Access configuration files
Carrier co-ordination
When a WAN Failure or event is identified
Dimension Data will log a call with the
relevant carrier and collaborate with them
to identify and resolve the event.
• Incident logging and tracking
• Report on incidents logged
Service level management
A key component of the Dimension Data
client service philosophy is the assignment
of a service delivery manager (SDM) to
the client so as to provide a single point
of contact at an operational level, for all
technical, logistical and support issues.
• Service delivery management
• Regular review meetings
• Globally consistent service
delivery and visibility
Flexibility
• Quick and easy customisations
to meet your specific requirements
with reasonable costs and timelines
• Modular and scalable architecture
supporting a range of technologies
and products
Transparency
• Information at your fingertips
through dashboards and
notifications
• Real-time control and visibility
of your operations and incidents
through the Services Portal
Investment protection
• Dimension Data undertakes
the required investments for you;
platform evolution and skills in
new technologies are covered
through your services contract
INSITE
Benefits at a glance
Cost savings
Competitive pricing that aligns to
your business needs and reduces
your Total Cost of Ownership (TCO).
Scalability
A pool of certified engineers that
achieve consistent service levels and
economies of scale.
IT infrastructure availability
Proactive action to remediate
infrastructure availability and
performance.
Round the clock support
Certified engineers; available
24 x 7 x 365 and that adhere to
strict SLAs, providing you with
peace of mind.
Access to good practices
Dimension Data follow an ITILbased service management
approach, integrated into the RIM
platform and ITSM systems.
“The importance of IT has never been greater.
Today you are no longer simply managing
an IT infrastructure – you are steering the
success of your business. The infrastructure
of today must be agile, nimble and provide
real time information to enable IT to
support and add value to your critical
business processes.”
Sharpened management
focus:
You are freed from day-to-day IT
issues to focus on building your
company’s core business.
You are assured of getting the
best Service Delivery because
INSITE is aligned to the Information
Technology Infrastructure Library
(ITIL), which is regarded as good
practice for IT Service Management
across the globe.
INSITE
Network
monitoring
System
monitoring
Application
monitoring
Network
monitoring
System
monitoring
Application
monitoring
service level 3
(pro-active)
Application
monitoring
service level 2
(interactive)
System
monitoring
service level 1
(reactive)
Network
monitoring
Levels of service
Alarm initialisation
15min
15min
15min
10min
10min
10min
5min
5min
5min
Investigation
30min
30min
30min
25min
25min
25min
20min
20min
20min
Update interval
90min
90min
90min
60min
60min
60min
30min
30min
30min
Restoration
20min
20min
20min
15min
15min
15min
10min
10min
10min
deployment
Initial deployment
56 day baseline with
threshhold update
User training
Report management
training
Configuration baseline
service desk
Escalation management
Incident registration
Incident management
Incident closure
confirmation
Facilitation of service
restoration
Service level management
Notification parameters
INSITE
event management
monitoring
Available events
Configuration events
Performance events
Capacity events
Event correlation
notifications
Initial notifications
Assignment notifications
Resolution notifications
Interval notifications
reporting
Management summary
Availability
Capacity
Thresholds
Service desk reports
SLA reporting
Health
Historical events
Utilisation
Application
monitoring
System
monitoring
Network
monitoring
service level 3
(pro-active)
Application
monitoring
System
monitoring
Network
monitoring
service level 2
(interactive)
Application
monitoring
System
monitoring
service level 1
(reactive)
Network
monitoring
Levels of service (cont.)
INSITE
Levels of service (cont.)
Application
monitoring
System
monitoring
Network
monitoring
service level 3
(pro-active)
Application
monitoring
System
monitoring
Network
monitoring
service level 2
(interactive)
Application
monitoring
System
monitoring
Network
monitoring
service level 1
(reactive)
reporting (cont.)
Trend
Exception
Weekly event analysis
Monthly detailed analysis
‘Situation to watch’
configuration item tracking
CI maintenance
pro-active
Daily/weekly performance report
Proactive engineering
interactive
Basic configuration management
Monthly trend report
reactive
Topology map
maintenance
Event management
Live statistics
CS / DDCC-0766 / 03/11 © Copyright Dimension Data 2011
Level 3
Level 2
Level 1
For further information visit: www.dimensiondata.com
INSITE
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Australia
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For contact details in your region please visit www.dimensiondata.com/globalpresence
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Americas
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BRAZIL CANADA CHILE
MEXICO UNITED STATES
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