Blue Monitor Syetems ’ Mainframe offering is designed to provide enterprises with access to best-in-class technology, process and people. Further, the offering and add-on services are flexible outsourcing solutions that address all the critical business issues and are tailored towards solving specific business problems that run across enterprises within multiple vertical industries.
With over 90 customers across the globe for infrastructure services, Blue Monitor is the largest system integrator and infrastructure service provider from India. Blue Monitor has a large pool of qualified engineers, and manages quick ramp-up projects, leveraging on its experience of handling large development and maintenance operations. Blue Monitor uses proven methodologies including Six Sigma, Lean and ITSM, while the deliverables conform to ITIL framework.
Mainframe Services :
Mainframe Operations Support
(zSeries and iSeries)
• Availability of the system • Monitoring on-line transactions • Job scheduling and monitoring • Problem reporting and tracking • Adopting escalation mechanisms • Console operations
Z / OS Administration • Installation of patches and OS upgrades
• Hardware configuration definitions
• Monitoring system resources
• Managing VTAM and TCP / IP resources
• Defining logon procedures
• Defining new LPARS
• RACF administration – group level
Database and Storage Management • Support for IMS, DB2, IDMS, ADABAS
I• nstallation /configuration of new DB sub-systems
• Creating database objects
• Data backup and recovery
• Database performance tuning
• BSDS management
• DASD and tape management
• Defining new DASD volumes
• Making volumes SMS enabled
• Estimating storage requirements for new applications
Middleware Support • CICS Administration
• Setting up the CICS regions
• Monitoring the CICS system transactions
• Defining / maintaining CICS system tables
• ABEND analysis and resolutions
• Analyzing CICS system logs
• MQ Administration
• Setting up the MQ regions
• Defining MQ objects and channels
• Associating CICS transactions with MQ initiators
• Starting and configuring MQ brokers
• Cluster management
Capacity Planning and Performance Tuning • Estimating memory and storage
• Setting priorities of sub systems
• Defining user classes for batch jobs
• Usage analysis for CPU, memory and storage
• System performance tuning
• Preemptive alerts management
• System resource management
iSeries Administration
• Installation of patches and OS upgrades • Backup recovery and media services • Performance management and tuning • Disk space management • Interfaces to and from iSeries • High availability management (Mimix, Vision, etc.) • Disaster recovery planning and exercise
UNIX
Blue Monitor's Technology Infrastructure Services (Blue Monitor) has demonstrated great capabilities in delivering UNIX services for various customers spread across the globe for the past 8 years. It has supported mission critical production, QA, test and development server infrastructure for various customers, with expert Blue Monitor covering all the industry standard flavors of UNIX like Sun Solaris, HP-UX, IBM AIX and Linux (Red Hat & UBUNTU). The UNIX Server Management service supports the entire life cycle, starting with architecture, design to transformation and value added services. All these service offerings are based on ITIL service delivery framework and supported by the Network Operations Center (NOC) - a world class remote management services facility that is BS 15000 certified.
Key Highlights Breadth of coverage on UNIX platform – Sun Solaris, HP-UX, IBM AIX, Linux
• Depth of coverage on UNIX platform – Design, deployment including integration, systems administration and transformation or value added services
• Well defined service definitions and service levels to meet every customer’s requirement
• Strong and certified resource pool on industry standard UNIX platform (Solaris, HP-UX, AIX and Linux)
• Virtual Resolution Group (RG) to handle field escalation and quick call resolution
• Global (onsite / offshore) service delivery to reduce operation cost
• Structured onsite / offshore responsibility and task definitions
• Element based pricing model
• ITIL-based service framework
• Global Command Center
Blue Monitor's UNIX practice has a strong base of 60+ world wide customers and 100+ domestic customers (US), who are serviced with Blue Monitor's strong base of 150+ resources. Close to 65-70% of these resources are certified on respective platform (Sun Solaris, HP-UX, IBM AIX, Linux, etc.), while 30% of these resources are cross skilled.
Blue Monitor's Network Operations Centre (NOC) -delivers ITIL-based services with unique onsite / offshore and near shore based service delivery model. Approximately 60-65% of UNIX services are delivered from offshore delivery centers including GCC. This gives cost benefit to customers without compromising service levels.
The benefits of using the Blue Monitor NOC include: • Best fit delivery model
• Proven transition
• Cost reduction
• Strong talented pool of resources
• Fast ramp up
WINTEL
Grid Computing
Virtualization
With its extensive experience in IT Infrastructure Management of Wintel Servers, Blue Monitor provides customers with effective management of servers, increased agility to adapt and evolve with technology, ability to manage complexity within the environment and reduced risk from business and technology perspectives. Wintel services are delivered from onsite / offshore delivery centers including Network Operations Center (NOC).
Key Highlights
• Vast experts and experience in delivering Wintel services to various customers worldwide
• Matured onsite / offshore service definitions and delivery mechanism
• Depth of service coverage from administration to value added services
• Highly trained team of Wintel professionals, certified by Microsoft
• Well defined L1, L2 and L3 skill definitions
• Defined Service Level Agreement (SLA) unique to every business environment
• TIL certified structured onsite / offshore responsibility and task definitions
• Element-based pricing model
• Virtual Resolution Group (RG) to handle field escalations
• Center of Excellence (CoE) to implement best practices in the industry
• Strong relationship with Microsoft & Sun
STORAGE
Blue Monitor delivers world class storage solutions through their in depth experience in storage technologies, that cover the entire lifecycle of the storage services. The services encompass processes technologies and people to provide high value, business impact. Blue Monitor has invested in the technology engineers and consultants to make storage services a reality.
Key Highlights • Breadth of coverage on Storage platform (SAN & NAS) – EMC, IBM, HP, Sun, Hitachi, Net App, Brocade, Cisco
• Depth of coverage on Storage platform – Design, Deployment including integration, Administration and transformation or value added services
• Well defined service definitions and service levels to meet every customer’s requirement
• Strong and certified resource pool on Storage platform
• Virtual Resolution Group (RG) to handle field escalation and quick call resolution
• Global (onsite / offshore) service delivery to reduce operation cost
• Structured onsite / offshore responsibility and task definitions
• Element based pricing model
• ITIL-based service framework
• Global Command Center
Strong relation with EMC, IBM, Sun, HP, Cisco, Brocade, Hitachi, Net App, Symantec
• Storage Services Offerings • Systems operation or support • Capacity planning • Storage Administration • Remote monitoring • Configuration management • System repair management • Generation of management reports • Storage consolidation • Information lifecycle management
Storage management services transfer all or part of the day-to-day management responsibility for a customer's storage environment, including storage area networks (SANs), network-attached storage (NAS) and tape libraries, and in some cases the transfer of ownership of the technology or personnel assets to Blue Monitor. With its global delivery model, Blue Monitor has been successfully managing storage for its customers from GCC, onsite, near site and offshore locations. Approximately 60-65% of Storage services are delivered from offshore delivery centers including GCC. This gives cost benefit to customers without compromising service levels.
The benefits of GCC include: Benefits of Storage Services
Best fit delivery model
Proven transition
Cost reduction
Strong talented pool of resources
Fast ramp up
Cross skilled resources
NETWORKING
Blue Monitor Systems proposes end-to-end solutions and services across technology layers and industry leading solutions to build solid network and communication infrastructure for enterprises. Adopting a flexible project delivery model and packaged services, Blue Monitor renders superior, innovative and value added services, across technology and product domains to enterprises worldwide.
In the space of networking, Blue Monitor offers consulting, solution design, implementation and integration, bringing to the table technology, product and multi-domain business expertise along with stringent quality processes and strategic alliances with product vendors.
Blue Monitor has been partnering with Cisco, a leading technology solution provider for networking and communication infrastructure for over a decade and is recognized as Global Strategic Alliance Partner of Cisco.
Database Blue Monitor has a team of dedicated database administrators providing cutting edge technology support for Oracle, Sybase, DB2/UDB, Teradata MSSQL, KickFire My SQL Appliances, and My SQL databases. This expertise in knowledge management and automation ensure high level of database availability at all times. Blue Monitor provides these services under the auspices of proactive monitoring, administration services and consulting services. Blue Monitor provides these services through a flexible onsite-offshore model on a 24x7 basis that is compliant with ITIL-based framework.
Blue Monitor is the one of the largest remote database administration services provider and is currently supporting more than 20,000 database instances for more than 50 customers across US, Europe and Japan. It has strategic alliances with all leading database vendors, including Oracle, Microsoft and IBM. The database services are provided across diverse platforms including UNIX, Linux and Windows using tools like BMC Patrol, Quest tools, CA Unicenter, Vantage, Tivoli, HPOV, etc.
DATABASE
Database Blue Monitor has a team of dedicated database administrators providing cutting edge technology support for Oracle, Sybase, DB2/UDB, Teradata MSSQL, and MySQL databases. This expertise in knowledge management and automation ensure high level of database availability at all times. Blue Monitor provides these services under the auspices of proactive monitoring, administration services and consulting services. Blue Monitor provides these services through a flexible onsite-offshore model on a 24x7 basis that is compliant with ITIL-based framework.
Blue Monitor is the one of the largest remote database administration services provider and is currently supporting more than 10,000 database instances for more than 150 customers across US, Europe and Japan.
Blue Monitor has strategic alliances with all leading database vendors, including Oracle, Microsoft and IBM. The database services are provided across diverse platforms including UNIX, Linux and Windows using tools like BMC Patrol, Quest tools, CA Unicenter, Vantage, Tivoli, HPOV, etc.
PRODUCTIONS OPERATIONS
Blue Monitor’s Production Operations provides end-to-end support on the entire gamut of data center operations. We provide centralized proactive monitoring and management of all infrastructure elements from our Network Operations Center (NOC) and Offshore Support Centers (OSC). Through a measure of stringent and consistent quality processes, tools and technologies, automated resolutions of incidents and requests, along with reporting portal and continuous process improvements, the Production Operations has been providing quality services.
Production Operations Services Command Center Operations Services
Event / alert monitoring of all infrastructure elements (mainframe, servers, networking, storage, database, etc.)
Fault isolation - False positive / false negative, event correlation and suppression
Qualifying the alert / call
Resolving using Standard Operating Procedures (SOP)
Assigning to the respective group in case not resolved using SOP
Escalation and follow-up, as required, through service desk or pre-agreed mechanism
Performing daily / shift related system checks - based on SOP
Reporting - based on above parameters
Production Operations Services Batch Job Scheduling Services
Batch job monitoring and fixing job failures / amends
Scheduling (add / modify and delete batch jobs)
Migration from Cron
Installation, configuration and performance management of batch environment
Reporting
Production Operations Services Backup / Restore Services
Backup and Restore session monitoring
Vaulting of tapes
Tape operations (planning for scratch media, labeling, insertion, scratch media, inventory, etc.)
Tool support: Backup and restore scheduling, installation, configuration, performance management, migration
Reporting - based on above parameters
HOSTING
Hosting through our Managed Hosting Services, Blue Monitor provides end-to-end hosting management on a 24x7 global support, via its Network Operations Center (NOC). With its rich experience in building and maintaining large customer requirements through skilled professionals, domain knowledge of emerging technologies and markets, superior business acumen, strategic partners and focus on stringent quality measures, Blue Monitor has delighted customers across domains. Clients include finance & banking, software enterprises, facilities management, internet service providers, internet data centers and call centers.
Blue Monitor also has partnerships with premier vendors like Computer Associates and HP, IBM, SUN, Cisco, EMC, Nortel, etc.
Service Offerings
• Server management • System administration • Monitoring services • Installation and configuration services • Diagnostic services • Monitoring operations • Database management • Storage management • Service level management • Service report management • Ticket management • Change control
Services and Features
• IT infrastructure management services: Desktops, network, help desk, messaging, mainframe, server, OS and database management.
• IT infrastructure consulting and integration services: Responsive to customer infrastructure needs for planning, consulting, testing and maintenance activities.
• Security services: Fostering trust and protecting customer assets.
• Telecom infrastructure services: Installation, managing high capacity telecom switches, PBX, SDH and SONET-based transmission equipment and network elements.
• Remote management: Monitoring, administration, diagnostics, and trend-based consultancy services on managed elements like servers, networks, security elements, and databases from offshore support center.
• Application Hosting and Management
• Our technical support team has experience across technology platforms and we have structured the business in a way to deliver exceptional customer support, by providing datacenter hosting services through our partners, and providing managed services on the infrastructure and the applications components using the global delivery model.
• State-of-the-Art Facilities and Infrastructure
Our partners have superior facilities, managed by highly responsive operations professionals. Each hosting facility features raised floors, redundant power, redundant carrier-neutral network services, early warning fire detection systems, extremely high levels of physical and network security, and consistent environmental controls.
• High Security
The solutions we provide address physical, operational, and logical security needs; further our process emphasis and internal audits ensure that the technicians consistently adhere to security policies and procedures. The security team has vast industry experience and can assist with the creation and maintenance of the security policies to be deployed on managed systems to ensure conformance to requirements.
• Flexible Solutions
Flexibility is a key component of our service delivery; through this we make sure that individual customer requirements are addressed in the way that best suits the customer.
DESKTOP MANAGEMENT
To manage cost, complexity and an ever-changing technology, Blue Monitor’s Desktop Management Support Services combines concepts of remote management and automated tools to offer tailor-made and best-fit solutions for desktop management. Desktop Management Support Services offers the entire gamut of desktop services from procurement to disposal.
Blue Monitor currently supports over 150,000 plus desktop computer systems across the globe through consultants, highly qualified engineers, experienced managers and a comprehensive back-office technical team. Blue Monitor has also forged strategic alliances with most of the industry leading products principals.
Blue Monitor can provide desktop services through: a) remote support, b) direct support through Blue Monitor engineers, or c) through partners, or a combination of the above.
• Asset management
• Planning & testing
• Procurement assistance
• Standard built, staging and imaging
• Deployment
• User support
• Install, move, add, change (IMAC)
• Technology refresh
• Disposition
Service Desk Blue Monitor’s Service Desk handles incidents and service requests, with its world class infrastructure support, as well as provides an interface to users for the entire spectrum of service management activities. Service offerings range from automating existing service desks to implementing new ones, consolidating IT service desks to incorporating web-enabled support.
Blue Monitor’s Service Desk - led by ITIL methodology, acts the nodal point between service providers and end-users and proactively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Blue Monitor Service Desk provides end to end ownership of the calls till resolution.
Blue Monitor has a high pool of ITIL certified consultants and works on global infrastructure and processes, with capability to migrate and operate on large scale IT support and call centers. Blue Monitor has state of the art facilities in six locations in India, along with multiple point presence in various geographic locations having fiber connectivity; the global infrastructure is enhanced with robust telecom network, capable of carrying both voice and data.
With consistent investments and growth initiatives coupled with deployment experBlue Monitorin Six Sigma and other global quality initiatives, Blue Monitor is a pioneer in setting industry standards for delivery and enhancing customer experience.
Setting up offshore IT Service Desks for IT infrastructure support and management
Providing single point of contact for IT users of an enterprise across locations and geographies
ITIL based framework and Service Delivery – Best in class infrastructure support
IT Infrastructure support covering desktop / laptops, servers, operating systems, office productivity suites, email & browser support, network & connectivity issues, line of business & custom applications, handheld support and infrastructure support
Incident management for user queries, so each issue is logged and monitored until resolved
Workflow engine to move issues through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service level agreement (SLA)
Web self-service enables employees to access online knowledge bases to search for solutions, open and update support incidents and even perform password resets
Technology refresh – Enhancements and upgrades
Knowledge base population and updation
User administration management
Security management and virus control
Performance management and reporting
Change management – Trend analysis and pro-active change planning
Off the Shelf Shrink Wrapped Application Support
• ACCESS • ACROBAT • ACT • DREAMWEAVR • EXCEL • EXPLORER • MACINTOSH • MSOFFICE • MSPROJECT • NAV • ORGANIZER • OUTLOOK • PDA • POWERPOINT • VBA • VISIO • WINDOWS • WINFAX • WINZIP • WORD • Associates AHD (Advanced Service Desk) • Remedy, • Peregrine, • E- Helpline • Clarify • Siebel • Talisma • Network Associates • PC Anywhere • MS Terminal Services • NetOn Remote Control • VNC Viewer • Dameware • Self Help Portal • PSynch • NetIQ DRA Magic Service desk • Skill up gradation with emerging technologies
APPLICATION PERFORMANCE MANAGEMENT
Enterprises are moving from Service Management to Business Service Management (BSM). AMC helps customer in achieving one of the key components of BSM i.e. the ability to manage/monitor applications end to end and aligning information technology (IT) and the business it supports.
Application Performance Management tools enable the customer to drill down and pinpoint performance bottlenecks occurring at any layer. It could be from the application server down to the end user desktop. Its also provides End User Performance, Application Monitoring and Business Process Monitoring.
The solution enables customers to manage critical business processes to ensure intended business outcomes are achieved. It offers an innovative top-down approach integrating, business, end-user, and IT, providing a clear picture of the complex infrastructure that underlies key applications.
AMC’s support includes event handling and leveraging Blue Monitor’s Global Command Center (GCC) delivery platform. GCC allows customers to use the Remedy Trouble ticketing tool (optional) and log incidents automatically based on the criticality of the event.
Application Performance Management Key Benefits for Organizations
Enterprises are moving from Service Management to Business Service Management (BSM). AMC helps customer in achieving one of the key components of BSM i.e. the ability to manage/monitor applications end to end and aligning information technology (IT) and the business it supports.
Application Performance Management tools enable the customer to drill down and pinpoint performance bottlenecks occurring at any layer. It could be from the application server down to the end user desktop. Its also provides End User Performance, Application Monitoring and Business Process Monitoring.
The solution enables customers to manage critical business processes to ensure intended business outcomes are achieved. It offers an innovative top-down approach integrating, business, end-user, and IT, providing a clear picture of the complex infrastructure that underlies key applications.
AMC’s support includes event handling and leveraging Blue Monitor’s Global Command Center (GCC) delivery platform. GCC allows customers to use the Remedy Trouble ticketing tool (optional) and log incidents automatically based on the criticality of the event.
• Monitoring from an end-user perspective
• Correlation of system data with end-user performance and availability information
• Visualization of the same data in ways that make sense for specific groups and management levels
• Generation of alerts upon degradation of end-to-end performance and availability
• Mapping of application and infrastructure dependencies to provide insight into the business impact of • all IT changes
Application Management Center (AMC)
At Blue Monitor, Application Management Center is a practice that focuses on delivering flexible end-to-end services such as Application Monitoring, End user performance management, 1st level Application Support, Alert & event handling, Incident Management and Problem Management for business applications running on critical infrastructure. These services provide detailed insight into the way every applications work. These details help customers to consolidate applications, plan for upgrades, and perform capacity planning. The focus is to maximize the performance, availability and flexibility of the applications in a production environment.
Application Management Center (AMC) is a Service Level Management platform that provides scalable, resilient, and reliable process monitoring & Support capabilities to proactively manage the customers IT infrastructure and critical business services.
AMC services help in accelerating the deployment of tools and increase the return on investment by leveraging Blue Monitor’s infrastructure, operations and experBlue Monitore. The service enables customers to focus on critical IT and business initiatives rather than day-to-day system administration, and streamline your application management processes.
APPLICATION SUPPORT
Making certain clients critical business applications run uninterrupted, Blue Monitor’s Application Support Services provides end-to-end support for all business critical applications. These services range from application administration, application service desk, and reporting for enterprise and custom applications.
Application Support Services also extends 24x7 support for application support desk, incident management and problem management; the latter includes knowledge base driven procedural errors, updating knowledge base, minor workarounds, user administration and problem assessment.
Application Support Services
Support for end users using enterprise and custom applications
Managing end user experience and line of business Service Level Agreements (SLAs) or expectations
Mapping the applications to the underlying infrastructure
Proactively identifying complex application production problems and resolving them in quick time
WEB INFRASTRUCTURE SERVICES
Blue Monitor’s Web Infrastructure services provide support for the leading Application and Web server products. We provide centralized proactive application monitoring and management of web infrastructure through our ISO 20000 certified Global Command Center (GCC) and Offshore Support Centers (OSC). Through a measure of stringent and consistent quality processes, tools and technologies, automated resolutions of incidents and requests, and continuous process improvements the web infrastructure operations has been providing quality services.
Blue Monitor’s web Infrastructure Services has demonstrated great capabilities in delivering web infrastructure services for various customers spread across the globe for the past 10 years. Blue Monitor is supporting mission critical Production, Staging and Development Web infrastructure for various customers, with its experBlue Monitorcovering all the industry standard flavors of application servers like WebLogic, WebSphere, SunOne, jBoss, Tomcat, ATG Dynamo and web servers like Sun one, IHS, IIS, & Apache.
• Web Infrastructure Snapshot Manages 10000+ Production/Test/Dev Web and Application Servers
• 300+ skilled web infrastructure support engineers.
• ITIL based service delivery
• Alliances with leading App & Web server software vendors IBM, BEA, Microsoft, Sun
Web Infrastructure Services Proactive Monitoring
• Monitoring Application Server/Web Servers and Websites
• Troubleshoot and resolve first level Application Server/Web Servers issues
• Provide first level support to App users
• Start, Stop Application Server/ Web Server on request
• New application Deployment
• Manage Application Server/Web Server Infrastructure documents
Web Infrastructure Services Admin & Troubleshooting
• Install and Configure Web/App Servers
• Create new instance of App Server
• Integrating Web Server for Single Sign On functionality
• Configure Remote Web Server Plug-in for App Server
• Diagnosing and fixing datasource issues
• Application Auditing and Reporting
• Support technologies and components
• Servers, Portals and Cluster integration
Web Infrastructure Services Performance Tuning
• Gathering Web Server, App Server performance
• Web and App Server Perf Management
• Gathering Web site traffic data for analysis
• Install Configure Performance Monitoring tool
Web Infrastructure Services Automation
• Configure start, stop scripts
• Configuring CGI scripts in Web Servers
Web Infrastructure Services Advanced Administration
• Physical App Server refresh
• Migrations and upgrades
• Clustering and Load balancing of App servers
• Application server capacity planning
• Evaluate & Implement Application Server/Web Server products
