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SERVICE MANAGEMENT

_____________________________________________________________Mangesh Amale, Director

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About Velox Solutions:-

We are one of the India's premier IT Services and Solutions Company delivering "End to End" Integrated IT infrastructure, Network Infrastructure, Network Security & IT Monitoring Solutions to its customers.

Velox is an enterprise monitoring and cyber security company and has acquired global best processes & practices through an ISO 9001:2008 certification. The company has

been recently selected by world class “CIO Review Magazine” as India’s Top 20 Most Promising Business Intelligence Solution Provider 2017, an article on Velox has been published in “CIO Review Magazine,” in their February 2017 issue.

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PREFACE:

IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures –

that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.

ITIL (Information Technology Infrastructure Library) is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services

with the needs of business. Core IT Helpdesk is based on Information Technology Infrastructure Library

(ITIL) & IT service management (ITSM) framework, which focuses on aligning IT services with the needs of business. Core Helpdesk is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer

service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. Core Helpdesk, in the context of

IT, is a department inside an organization that is responsible for answering the technical questions of its users. Most major IT companies have set up help desks to respond to quires from their customers.

INTRODUCTION:

Service management in the manufacturing context, is integrated into supply

chain management as the intersection between the actual sales and the customer point of view. The aim of high performance service management is to optimize the service-intensive supply chains, which are usually more complex

than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties. They also must accommodate inconsistent and uncertain

demand by establishing more advanced information and product flows. Moreover, all processes must be coordinated across numerous service locations

with large numbers of parts and multiple levels in the supply chain. Among typical manufacturers, post-sale services (maintenance, repair and

parts) account for less than 20 percent of revenue. But among the most innovative companies in service, those same activities often generate more than 50 percent of the profits.

Service Management is an intangible product that brings utility or value to the

customer. Service Management is thus a managerial discipline focused on a customer and a service. Service management is multidisciplinary field which is

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related to many other management fields. Services must be managed

throughout their lifecycle. Services may take various forms, the basic principles of their management are common to all types of services. Service Management is often associated only with fields of information and communication

technologies, where has at its roots (IT Service Management).

Benefits of Service Management: The main drivers to establish or optimize its service management practices are

varied:

High service costs can be reduced, i.e. by integrating the service and products supply chain.

Inventory levels of service parts can be reduced and therefore reduce

total inventory costs. Customer service or parts/service quality can be optimized. Increasing service revenue.

Reduce obsolescence costs of service parts through improved forecasting. Improve customer satisfaction levels.

Reduce expediting costs - with optimized service parts inventory, there is no need to rush orders to customers.

Minimize technician visits - if they have the right part in hand, they can

fix the problem on the first visit. Total Service Management is the tool through which company can

optimise inventory, avert Over stocking or stock out situation and also

improves right quantity at right time through integration of Kanban & Two bin System with Service management.

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SUMMARY FEATURES OF SecureIT:

SecureIT is an ideal security and life-support tool, which aids in maintaining track of user activities in a computer with a facility of sending regular updates

to authorized individuals. This information can assist in defining policies for information exchange, to defining and understanding the psychology of

criminals operating. The unique feature of tapping individual keystrokes gives an added advantage of monitoring the conversation right from MSN messenger to a normal e-mail. This feature of SecureIT can revolutionize the way

monitoring and security is being done. SecureIT installed in the computer, allows the administrator to monitor the

activity of the user. It also keeps tracks of individual file and the time of access and changes made to it. This monitoring could be done even through mobile

phone, as the user needs to log on to the website which could be done both by mobile as well as computer. It shall provide also provide an analysis of the users work style of using the computer and along with the amount of time

devoted on accessing individual URL, files. This monitoring technology could trace any illegal activities happening in computer system i.e. e-communications, monitoring, filtering, and control solution enabling effective

management of Internet usage in desktop and server-centric environments. SecureIT monitors web browsing, file transfers, news, chat, Internet Messaging,

e-mail and web-mail, including all encoded attachments. SecureIT can both monitor e-communications based on keywords and phrases, thereby protecting against the loss of confidential information, transmittal of unacceptable

content and access to inappropriate web sites. In sensitive environments, SecureIT can also be used to restrict user or group access to only approved

external and internal sites.

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SNAPSHOT OF THE PRODUCT

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Modules Under SecureIT:

A. Network Monitoring System:

Link Up & Down Monitoring Link Monitoring (Packets & Jitter etc.) Network Bandwidth Utilization Automated Network Topology Network Traffic Analyzer Top Network Configuration Routing Table Information

Router Health Monitoring Router Backup & Restore OSPF Configuration VRF Latency Monitoring Syslog Monitoring Protocol Description :- TCP/UDP/ICMP/SNMP & IP details CRC & Event Log Manager VSAT /RF /Dongle / Wifi Monitoring Network Operation Alerts Firewall Monitoring Switch Monitoring LAN Monitoring – ATMs – Desktops Other IP Based Devices Reports & Graphs

B. Server Monitoring System: Server Health Monitoring Server Availability Uptime & Downtime Threshold Setting for CPU, RAM, Drivers Hardware Configuration Monitoring Files & Folder Monitoring – Use - Misuse List of Install/ Uninstall application Service Monitoring Analyzer Windows Service Level Monitoring Cluster Checks Threshold for CPU, Memory & Disk Utilization of Servers. Alerts on use of External USB devices

Hardware Inventory Color codes & Sound alert for misuse or fault System Login/Logoff Analyzer Data Leak Prevention – USB / Copy Remote Desktop Management SLA Escalation Matrix Server in LAN status Server status( On/Shutdown)

Compatible for Window – Unix & Linux Servers

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C. Desktop Monitoring System:

Desktop Health Monitoring Desktop Availability Uptime & Downtime Desktop status( On/Shutdown)

Threshold Setting for CPU, RAM, Drivers Hardware Configuration Monitoring

Files & Folder Monitoring Application Detection & Prevention Website Detection & Prevention

File & Content Copy Detection List of Install/ Uninstall Application

LAN Status Monitoring Utilization of Desktops. Alerts on use of External USB devices

Hardware Inventory Management System Login/Logoff Analyzer Internet Connection Monitoring

Window Patch Management Unauthorized System Login

Operating System Information Remote Desktop Management Color codes & Sound alert for misuse or

fault Alerts for CPU, Memory & Disk Reports & Graphs

D. Add On Modules – Database –VM – IIS –DHCP :

URL Monitoring Storage Monitoring DNS Monitoring – Telnet Status & URL Status

Skype Server Monitoring IIS Server Monitoring

VM Inventory & Monitoring Nutanix Server Monitoring DHCP Server Monitoring

Database Monitoring – MS SQL Server - Oracle Interface Reliability Monitoring. Configuration Backup & Scheduling.

Change Configuration Alerts using File Integrity. Inventory Management – Device Config, Serial No Make & Model etc.

Alert Engine for Highly Usage Resources Business Continuity Planning – BCP Multicast File Management - Patches Management & File Transfer

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E. Cyber Security Operation Centre – SOC

F. IT Helpdesk:

Automate & Manual Call logs. Ticket Tracking system

SMS & Email based call log

G. Core Knowledgebase: Articles Management Error & Resolution Recording

Error code & Message Management Tips & Tricks Alerts via SMS, Emails

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H. IT Asset Management: Track of Asset Entry as Warranty, AMC & Insurance expiry Alerts via SMS, Emails & Popup

Document Upload facility Deprecation Calculations

I. File Integrity:

Tracking Critical Files

Preventing Files Changes Preventing Deletion in file

Restoring Previous change files

J. Customer Relationship Management (CRM):

Customer Wise Query Handling Tracking of Query Resolution Alerts to Customer

MIS Reports to Management

K. Change Management System: Entry & Raising an request Single & Dual Authorization

Department wise Approval

L. ScanPlus Antivirus:

Effective Control over all Viruses Registry scanner-Cleaning &

Rebuilding USB Port Blocking Online Browsing Security

Email Scanning

M. ATM Terminal Security: White listing Application Full Hard Drive Encryption

BIOS Password Pre-boot Password USB Enable/Disable

LAN Monitoring

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Secured Monitoring Solution: SecureIT provides IT administrator a complete

360 degree view of entire IT Infrastructure & Network thereby increasing the manageability and reducing the workload.

Velox have continuously been working as a leading Products and Services company, catering innovative security

products in Information Technology in INDIA.

CONCLUSION:

Protection of critical information infrastructure is of prime importance to national security, economy, public health, and safety and as such, it has

become imperative to declare such infrastructure as 'protected' in order to restrict its access. SecureIT would help to super impose several gray areas that exist within the law and would help in enforcing the prevalent IT Act in an

entirely different form. The cyber crimes has increase in vast number SecureIT is an appropriate solution to it.

By means of this document we would bring safety to the assets / resources allocated. This safety & safeguard activity is carried in conjunction on

parameters defined. Real time measures with support of alert are being mapped to action taking team. Various MIS reports with defined analysis are being shared with stakeholders. Health of the assets / resources is being

monitored on regular interval of time. This solution is an aid to investigation & vigilance team to drill down on specific activity. Product is flexible in

incorporating new cyber law with any additional measures. We enable to block the assets outside the resources allocated; free access to outside devices such as external hard drive, pen drive is prohibited.

In today’s information age every enterprise need solutions which can help them

accelerate their work process in a secure way and at the same time following all the standards and regulations. We are specializes in providing solutions in

almost all verticals of IT. Starting from providing solutions in Network administration and management and also provides solutions for data security and storage.

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