Damovo Support Services Monitoring

1
Damovo Support Services Monitoring Security

• Nigel Spencer
• Head of ICT Operations

2
Agenda

• Introduction to Damovo support services
• Our security credentials and experience
• Why Service Level Monitoring?
• How do we monitor?
• Questions

3
Operational support services

• Service Desk
• Security
• Remote Monitoring - performance / vulnerability
• Incident Management / Resolution
• Problem Management / Resolution
• Third-party Management
• Configuration Management
• Anti-virus Management
• Back-ups
• Hot Fixes

4
Security experience

• 80 staff cleared to SC level
• Facilities to design, deploy and support
  Restricted and Secret level solutions
• Approved for N3 connection
• CISSP trained staff
• ISO 20000 trained staff
• Trained ethical hackers
• Multiple police and government contracts, with
  ex- senior police officers on staff

5
Monitoring the business heartbeat

• Why monitor?
• Services delivered by ICT - essential to
  virtually every business
• Its not having ICT its the quality of
  business service it provides!
• Knowing which bits of ICT infrastructure support
  which service or business process is critical

6
ICT The Management Dilemma 
E-mail
ICT Organisation Structure
Web Portal
Telephony
Business Services
Applications
Terminals
Network
Servers
7
Key questions for ICT Management

• Do you have appropriate metrics?
• Is your measurement system proactive?
• Can you predict performance?
• Do you demonstrate good ICT governance?
• More than 75 of companies today have contracts
  between the business users and their ICT
  organisation. Agreement usually defined by an SLA
  (OLA)
• However SLAs usually expressed in terms of ICT
  metrics network availability, server up time
  and so on no business service context

8
Monitoring network infrastructure

• Capacity
• Bandwidth utilisation
• Port availability
• Port Usage
• Performance
• CPU usage
• Memory usage
• IP SLA
• Packet loss
• Jitter
• Latency
• Per CoS

• Inventory
• Equipment Type
• IOS versions
• Configuration backups
• Alarms
• SNMP traps
• Syslog

9
Monitoring Voice

• Voice Quality
• Via End points
• Mean Opinion Score (MoS)
• Jitter
• Latency
• R value
• Real Time analysis
• Codec information
• Alarms
• SNMP traps

• Capacity
• Extensions
• Trunks
• Gateway
• Performance
• CPU
• Disk Space
• Memory
• Event monitoring

10
Monitoring Applications

• Events
• Windows Event log
• Application Service Logs
• Services
• Capacity
• Memory usage
• Hard disk
• Licensing

• Performance
• CPU usage
• Virtual Memory
• Event Logging
• Physical Memory
• Application Response

11
How do we monitor?
12
Customer premise probe,Agent-less monitoring
13
Service Desk
14
Operations
15
Technical Support
16
Service Delivery Manager
17
Questions
?
18
Insert Glyns slides

• Title
• Bullet text
• Sub bullet
• Sub bullet
• Bullet text

Thank You