Remote Infrastructure Management (RIM) is the process of managing the IT infrastructure of an organisation entirely or in parts from a geographically separated location. The location from where the services are carried out is often a different geographic area and thus remote from the actual physical location of the IT infrastructure being managed. The IT infrastructure that forms the base of these operations are also scattered across geographies to support the various functional areas.
Cost Savings
Focus on Core Business
Central Management
Low Risk
High Productivity
Cost Savings
Focus on Core Business
Central Management
Low Risk
High Productivity
Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques
Configuring | Patch Management | Installations | Inventory Management (Physical & Virtual) | Hardening | Document & Maintain SOPs | Backups
24/7 Alert Monitoring | Resource utilization | Events & Error capturing | Performance Monitoring | Infrastructure Health | Scheduled reporting
Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests | Performance Optimization
Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques
Switches, Routers, Firewalls, MPLS, Wireless Access Points | Inventory Mapping | Testing drills | Network Restrictions | Access controls | VPN managemen | Backups | Wireless Network Management
24/7 Alert Monitoring | Resource utilization | Events & Error capturing | Performance Monitoring | Infrastructure Health | Scheduled reporting
Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests | Performance Optimization
Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques
Vulnerability Assessment & Penetration Testing | DDoS Protection | Advanced Threat Prevention | Web Filtering | Antivirus & Patch Management | Firewall Management | WAF management
24/7 Monitoring for External and Internal threats | Detailed Reporting
Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests
Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques
Vulnerability Assessment & Penetration Testing | DDoS Protection | Advanced Threat Prevention | Web Filtering | Antivirus & Patch Management | Firewall Management | WAF management
SAN Availability Monitoring | Storage event Log Monitoring | Monitoring Storage Boxes | Software Monitoring | Capacity Management | provisioning | Scheduled Reporting
Incident Managemen | Major Incident management | Service Requests | Change Management | Problem Management | Performance Optimization | Firmware Maintenance
Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques
Database Instances | DB Export and Import | Event Managemen | Periodic Report Generation | Objects Creation / Review
24/7 Alert Monitoring | Activity / Log segment monitoring | Session Monitoring | Space usage /growth of Database objects/Creation of Logical devices Monitoring | Query or Transaction monitoring
DBSetup and Configuration | Backup, Failover management, Recovery | Cluster Setup and Configuratio | Mirroring and Log Shipping | Migrations
Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests | Performance Optimization
Best Practice Guidelines | Service Documentation | General Consultations | Vendor & Asset management | Planning | Tools & techniques
Enterprise application management | Technical/Functional Consultation & Manage services | S4HANA Implementation & Services | Application upgrade services | Capacity planning | Performance Optimization | Data Center migration services | Solman setup and Integrationservices
Incident Managemen | Major Incident management | Problem Management| Change Management | Service Requests
Best Practice Guidelines | Service Documentation | General Consultations | Vendor & Asset management | Planning | Tools & techniques
Scheduling Backups | Setting RTO & RPO for Failover | Deleting Obsolete backups | Migrations | Recovery Processes | DR Drills
24/7 Alert Monitoring | Infrastructure Health | Tools & Techniques | Proactive & reactive alert notifications
Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests | Performance Optimization
Database of your various IT Vendors with all necessary details is maintained
Vendor communication is logged for reference
Vendors are closely monitored on their SLA adherence
| Priority Level | Response Time | Resolution Time | Guaranteed SLA |
|---|---|---|---|
| P 1 | 15 mins | 4 hrs | 99% |
| P 2 | 30 mins | 8 hrs | 99% |
| P 3 | 60 mins | 24 hrs | 99% |
| P 4 | 2 hrs | 48 hrs | 99% |
| Priority Level | Response Time | Resolution Time | SLA |
|---|---|---|---|
| P 0 | < 15 mins | 3 hrs | 99% |
| Priority Level | Resolution TIme | SLA |
|---|---|---|
| p 5 | 4 Days | 98 % |
| Priority Level | Resolution TIme | SLA |
|---|---|---|
| P 5 | 4 Days | 98 % |
| Priority Level | Response Time | SLA |
|---|---|---|
| P 3 | 24 hrs | 98% |
List of Assets managed by Pi | List of Assets discovered but not managed by Pi | List of Assets managed under each domain
Service Maps | Availability & Performance metrics under each domain
Productivity | Quality
Classifying genuine and false alerts | Number of self-heals | Total tickets generated priority wise | | Alert to Ticket ratio, etc..
Incidents by priority level handled during time period | Problem & Change management activities taken up with results obtained
Proactive CSI (Continual Service Improvement) Plans | Projection of planned upgrades or Changes to the Environment
Compute
Security
Network
Storage
Databases
Business Continuity
ERP
Vendors & Assets
Client Relationship Manager(On-site)
Pi Service Delivery Manager(Remote)
| Level | On-site | Remote |
|---|---|---|
| L 1 | 0 - 5 | 1 - 50 |
| L 2 | 0 - 2 | 1 - 25 |
| L 3 | 0 - 1 | 1 - 10 |
Client Relationship Manager(On-site)
Pi Service Delivery Manager(Remote)
| Level | On-site | Remote |
|---|---|---|
| L 1 | 0 - 5 | 1 - 50 |
| L 2 | 0 - 2 | 1 - 25 |
| L 3 | 0 - 1 | 1 - 10 |
Incident management
Problem management
Change Management
Service Requests
Problem Management
Incident Management
Change Management
Service Requests
Significant savings of customer's IT spend due to low-cost model
Guarantee of 99.995% Uptime for business-critical service availability
Follow-the-Sun model for monitoring & support based on global best practices
Integrated governance and service management for improved process excellence
Rapid delivery of services as per defined SLA owing to 100% automated facility
Buyer-convenient contracts with flexible pricing aimed at boosting customer's ROI
Multi-layer physical, online and digital security assuring zero breach of customer's data
