When IT services are interrupted, IT teams are expected to take the necessary actions to restore services as quickly as possible. The cost of downtime can be directly linked to how long it takes to restore services therefore OCSL-MS ‘Active 24’ aims to:
Deal with issues before they become a problem through early detection.
Determine the importance and priority of events that occur and the root cause of any issue.
Search for the appropriate resolution information from our extensive knowledge database.
The ‘Active 24’ monitoring platform has been built on world class technology and deployed into our own resilient Tier 3 (N +1) data centre facilities allowing us to offer our customers 99.98% availability SLAs for the service.
OCSL-MS monitoring can be deployed on environments within our data centres or on premise at a customer site.
Real Time Device Monitoring and Alerting – OCSL-MS will provide proactive monitoring 24/7 on a devices system use, performance and availability/system status. Any device that has SNMP or WMI support can be monitored i.e. almost every operating system. Typical performance metrics logged, stored and plotted for both immediate and historical graphs for servers available online 24x7 include:
• CPU utilisation
• Memory (RAM) utilisation
• Disk space utilisation
• Network utilisation, latency and packet loss
Application Monitoring – Monitoring of applications, including pre defined metrics for common applications and services such as DNS, FTP, SMTP and IIS, exchange, Oracle, SQL as well as the ability to monitor tcp/udp based ports for specified strings etc.
Helpdesk – Automatic call logging based on defined Service Level Agreements and KPI thresholds for example network utilisation/bad packets/high cpu utilisation/low disk space etc
Knowledge Base – all calls with a technical resolution of a non administrative nature have a written up “how to” article posted in our customer specific knowledge base to aid and speed resolution as well as provide a system administration guide for regular tasks and operations.
Operational and Technical Advice – whilst not a substitute for your break fix and technical support contract we provide operational and technical advice backed by years of real world experience of system interoperability and administration.
Reporting - Whilst information is available on-line 24/7 (see portal screen shot below) OCSL-MS will supply your business with a monthly customised recommendation report, which will provide:
• System status and performance
• Notification and event summary
• Configuration and preventative recommendations
• Proactive maintenance summary
"Active 24" is a unified solution comprised of monitoring and service desk components that enables OCSL-MS to leverage their combined capabilities to realise even more efficiency and control in IT management.
For example, our monitoring offers automated discovery capabilities that can feed information into a configuration management database (CMDB) that is shared by the service desk.
Consequently, our service desk staff can always leverage current configuration information when troubleshooting, while they minimise the time and effort required to manually update the CMDB. In addition, performance and availability information collected from target systems can automatically generate service desk incidents, allowing service desk personnel to start to triage issues before the user community even notices there’s a problem.
‘Active 24’ provides the deep visibility OCSL-MS needs to quickly respond to outages and events so we can track and meet service level agreements. Further, it can correlate transaction times with performance metrics from across the infrastructure to prevent down time and performance problems for client mission-critical applications.
‘Active 24’ service desk helps OCSL-MS to coordinate all aspects of service delivery. Built based on ITIL version 3 standards, our service desk offers action-based workflows that can easily be adapted to a client’s business.