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What is RIM?

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.

Why RIMS?

Cost Savings

Focus on Core Business

Central Management

Low Risk

High Productivity

Cost Savings

Focus on Core Business

Central Management

Low Risk

High Productivity

Compute

  • OS, Physical Servers, VMs, Containers

    Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques

  • Administration

    Configuring | Patch Management | Installations | Inventory Management (Physical & Virtual) | Hardening | Document & Maintain SOPs | Backups

  • Monitoring

    24/7 Alert Monitoring | Resource utilization | Events & Error capturing | Performance Monitoring | Infrastructure Health | Scheduled reporting

  • Support

    Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests | Performance Optimization

Network

  • Network Devices, Network Operations Center & Content Delivery

    Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques

  • Administration

    Switches, Routers, Firewalls, MPLS, Wireless Access Points | Inventory Mapping | Testing drills | Network Restrictions | Access controls | VPN managemen | Backups | Wireless Network Management

  • Monitoring

    24/7 Alert Monitoring | Resource utilization | Events & Error capturing | Performance Monitoring | Infrastructure Health | Scheduled reporting

  • Support

    Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests | Performance Optimization

Security

  • Security Operations Center with SIEM | App, User, Data & Infrastructure Security

    Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques

  • Administration

    Vulnerability Assessment & Penetration Testing | DDoS Protection | Advanced Threat Prevention | Web Filtering | Antivirus & Patch Management | Firewall Management | WAF management

  • Monitoring

    24/7 Monitoring for External and Internal threats | Detailed Reporting

  • Support

    Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests

Storage

  • Object Storage, Block Storage, Files Storage & Archival

    Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques

  • Administration

    Vulnerability Assessment & Penetration Testing | DDoS Protection | Advanced Threat Prevention | Web Filtering | Antivirus & Patch Management | Firewall Management | WAF management

  • Monitoring

    SAN Availability Monitoring | Storage event Log Monitoring | Monitoring Storage Boxes | Software Monitoring | Capacity Management | provisioning | Scheduled Reporting

  • Support

    Incident Managemen | Major Incident management | Service Requests | Change Management | Problem Management | Performance Optimization | Firmware Maintenance

Databases

  • HANA, Ms SQL Server, DB2, Sybase, MySQL, Oracle, MongoDB etc

    Best Practice Guidelines | General Consultations | Planning | Service Documentation | Vendor & Asset management | Tools & techniques

  • Administration

    Database Instances | DB Export and Import | Event Managemen | Periodic Report Generation | Objects Creation / Review

  • Monitoring

    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

  • Data Resiliency

    DBSetup and Configuration | Backup, Failover management, Recovery | Cluster Setup and Configuratio | Mirroring and Log Shipping | Migrations

  • Support

    Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests | Performance Optimization

ERP

  • SAP

    Best Practice Guidelines | Service Documentation | General Consultations | Vendor & Asset management | Planning | Tools & techniques

  • Service Portfolio

    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

  • Support

    Incident Managemen | Major Incident management | Problem Management| Change Management | Service Requests

Business Continuity

  • Backups, Disaster Recovery & High Availability

    Best Practice Guidelines | Service Documentation | General Consultations | Vendor & Asset management | Planning | Tools & techniques

  • Administration

    Scheduling Backups | Setting RTO & RPO for Failover | Deleting Obsolete backups | Migrations | Recovery Processes | DR Drills

  • Monitoring

    24/7 Alert Monitoring | Infrastructure Health | Tools & Techniques | Proactive & reactive alert notifications

  • Support

    Incident Managemen | Major Incident management | Problem management | Change Management | Service Requests | Performance Optimization

Vendor & Asset Management

  • IT Vendor Databases

    Database of your various IT Vendors with all necessary details is maintained

  • Communication Logging

    Vendor communication is logged for reference

  • SLA Compliance

    Vendors are closely monitored on their SLA adherence

Incident Management

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%
* An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service

Major Incident Management

Priority Level Response Time Resolution Time SLA
P 0 < 15 mins 3 hrs 99%
* Major unplanned interruption to an IT Service

Problem Management

(Underlying Cause of One or More Incidents)

Priority Level Resolution TIme SLA
p 5 4 Days 98 %
* Reactive Problem Management for identifying the root causes of the Incidents
* Proactive Problem Management aim at preventing Incidents before they occur.

Change Management

(Elimination of Problem)

Priority Level Resolution TIme SLA
P 5 4 Days 98 %
* Addition, modification of removal of anything that could have an effect on IT services.

Service Requests

(Request Fullfilment)

Priority Level Response Time SLA
P 3 24 hrs 98%

Custom Scheduled Reporting

  • List of Assets

    List of Assets managed by Pi | List of Assets discovered but not managed by Pi | List of Assets managed under each domain

  • Service Metrics

    Service Maps | Availability & Performance metrics under each domain

  • People Metrics

    Productivity | Quality

  • Alerts

    Classifying genuine and false alerts | Number of self-heals | Total tickets generated priority wise | | Alert to Ticket ratio, etc..

  • Management Reporting

    Incidents by priority level handled during time period | Problem & Change management activities taken up with results obtained

  • Upcoming tasks

    Proactive CSI (Continual Service Improvement) Plans | Projection of planned upgrades or Changes to the Environment

Resource Distribution

Compute

Security

Network

Storage

Databases

Business Continuity

ERP

Vendors & Assets

* Subject to vary on case to case basis as per Client’s IT layout

Execution Team Structure

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
* Subject to vary on case to case basis

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
* Subject to vary on case to case basis

Avg Productivity

45

Incident management

12

Problem management

15

Change Management

50

Service Requests

* Number of Tickets Handled Per Person Per Month (160hrs)

Avg Quality

98%

Problem Management

99%

Incident Management

98%

Change Management

98%

Service Requests

* 100 (-) %age of Tickets Delayed Per Month

Avg Customer Satisfaction

6.2/7
* Based on Parameters (n = 14) Related to People, Project Management, Responsiveness, Resolutions, Value, Differentiation etc.
  • Harbour1 SDN Architecture Significant savings of customer's IT spend due to low-cost model

  • Harbour1 SDN Architecture Guarantee of 99.995% Uptime for business-critical service availability

  • Harbour1 SDN Architecture Follow-the-Sun model for monitoring & support based on global best practices

  • Harbour1 SDN Architecture Integrated governance and service management for improved process excellence

  • Harbour1 SDN Architecture Rapid delivery of services as per defined SLA owing to 100% automated facility

  • Harbour1 SDN Architecture Buyer-convenient contracts with flexible pricing aimed at boosting customer's ROI

  • Harbour1 SDN Architecture Multi-layer physical, online and digital security assuring zero breach of customer's data

How Pi’s products & services can prove beneficial to your business?

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