REMOTE MANAGEMENT
SERVICES
DO YOU NEED TO ...
REMOTE MONITORING OF INFRASTRUCTURE OR APPLICATIONS
ENABLES EARLY EVENT DETECTION, IMPROVING AVAILABILITY AND
ENSURING ISSUES ARE IDENTIFIED BEFORE THEY AFFECT SERVICE
• Address the challenges of supporting multiple technology areas?
• Meet increasing demands
of end users for always-on,
real-time availability?
As more and more users work remotely, the need for effective management of remote
services is more important than ever. The remote management services market is complex,
with a wide range of service providers, vendors and pricing structures available. CSC
Remote Management Services (RMS) helps clear up the confusion by providing a single
team to monitor services and react to events to begin triage and incident reduction 24x7,
before your users tell you they are down. Standard tools and processes are used to resolve
problems quickly, which increases availability and user satisfaction.
•Ensure the ability to restore
services as quickly as possible?
• Reduce IT costs while ensuring
critical business needs are met?
• Use multiple tools and information
silos to understand the operational
status of your infrastructure?
BENEFITS OF CSC REMOTE
MANAGEMENT SERVICES
• Gives a detailed operational
view of events across multiple
technology areas
• Provides 24x7 monitoring of
events by skilled staff using
standard processes
WHAT IS IT?
HOW DOES IT WORK?
CSC RMS provides an infrastructure
monitoring capability integrated with
ITIL-aligned support processes to ensure
your enterprise infrastructure availability is
proactively maintained at the contractually
required level. Through a combination of
standard options, reports and processes,
as well as optional features, a targeted
solution can be produced to meet specific
customer requirements.
RMS is based on the instrumentation of
core CSC services provided in the areas
of data center, platform and application
services. RMS instruments those solutions
using agentless and agented probes to
provide fault and performance monitoring
from a monitoring infrastructure typically
deployed at a CSC data center.
RMS provides the monitoring and interlock
between deployed services and operational service management for a seamless
customer solution. The offering includes
these key components:
• Allows for structured incident
triage to enable timely repair
and engage subject matter
experts to efficiently resolve
service-impacting events
• Network Monitoring
• Server Monitoring
• Offers linkage between CSC
delivered services (data center,
platform, applications) and
operational service management
using ITIL processes
• Backup Monitoring
• Application Monitoring
• Production Management
• Facilitates effective infrastructure
capacity planning through
utilization and availability reporting
• Enables global monitoring
scalability as infrastructures
change and grow
Operational Service Management
Event
Performance
Backup &
Restore
Triage &
Repair
Production
Control
RMS
Instrumentation and Tool Management
Data Center
Services
Platform
Services
Application
Services
RMS operations monitor integrated tools
to quickly identify the root cause of
service-impacting events. Then, the service
triages the event, initiates an incident
ticket and begins repair. The instrumentation provided via RMS also provides the
basis of information necessary for problem
and performance management as part of
its operational service management capabilities. All processes are based on best
practices leveraged across CSC.
RMS can replace existing monitoring tools
and provide a single source of reporting.
We can integrate the data from legacy
systems and multiple locations and
platforms to provide real-time monitoring. We can also quickly identify problem
areas requiring rectification, and where
applicable, track to resolution. Our remote
infrastructure management portfolio lets
you select exactly what you need. And
we’ve made considerable investments
in the technologies required to deliver
our RMS solution, so you don’t need to
manage or support them.
CSC REMOTE MANAGEMENT SERVICES
KEY FEATURES
Production Management
EXPERTISE AT THE READY
CSC Remote Management Services
consists of the following key components:
• Console Operations. The RMS offering
provides mainframe, midrange and
AS/400 IPL management, console
alert monitoring, and first-level console
message responses.
Delivery of remote support for our
customers is the cornerstone of CSC
Infrastructure Services. We offer:
Infrastructure Monitoring
•N
etwork. RMS provides network
agentless instrumentation characterized
by network fault that allows for efficient
performance alert monitoring and
incident creation. When incidents occur,
notifications are made quickly within
SLA requirements.
• Server. The offering provides server
agentless instrumentation characterized
by server fault that also provides effective
monitoring. Incident creation is seamless,
and the use of agents increases
monitoring capabilities.
•B
ackup. Server backup instrumentation
allows for high-quality server backup
monitoring. When needed, backups are
restarted and request fulfillment can be
restored quickly and efficiently.
•P
roduction Scheduling. The system
efficiently provides mainframe, AS/400
and server batch job scheduling.
•P
roduction Control. Human intervention
is minimized with automated control.
Mainframe, AS/400 and server batch job
alert monitoring is provided, allowing for
short schedule changes and first-level
triage and repair.
VALUE PROPOSITION
• Remote management of more than
100,000 servers and 80,000 network
devices via the standard service
• Global capability with a regional focus to
provide service to global, regional and
local customers
• A tiered service that allows the service to
grow in line with customer requirements
• Integration of ITIL process
• Linking of services, tools and operational service management via standard
processes and tools
The key components of RMS provide the
following benefits:
• 24x7x365 monitoring
• Notification and incident management
of events within SLA targets
Asset &
Configuration
Management
• Proven and leveraged tools
Application Monitoring
•C
omponent. RMS provides effective application and/or middleware component
fault and performance monitoring.
Incident creation is fast and seamless.
• Processes and staff that ensure
coverage 24x7
• High-quality support
Service
Request
Management
• Synthetic Transaction. The system
provides synthetic transaction fault and
response time monitoring and incident
creation 24 hours a day, 365 days a year.
Remote
Management
Services
Operational
Service
Management
FIND OUT MORE
To learn more about CSC Remote
Management Services, speak to
your CSC account manager, visit our
website at csc.com/service_management
or contact us.
WORLDWIDE CSC HEADQUARTERS
The Americas
3170 Fairview Park Drive
Falls Church, Virginia 22042
United States
+1.703.876.1000
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Macquarie Park, NSW 2113
Australia
+61(2)9034.3000
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Retortvej 8
DK-2500 Valby
Denmark
+45.36.14.4000
Asia, Middle East, Africa
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6 Changi Business Park Avenue 1
Singapore 468017
Republic of Singapore
+65.68099.000
Central and Eastern Europe
Abraham-Lincoln-Park 1
65189 Wiesbaden
Germany
+49.611.1420
South and West Europe
Immeuble Balzac
10 place des Vosges
92072 Paris la Défense Cedex
France
+33.1.55.707070
© 2014 Computer Sciences Corporation. All rights reserved. Produced 1/2014. 0415-31 Creative Services
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