SERVICE DESCRIPTION NMS OUTSOURCING – (NOC as a Service – NOCaaS)

At the most basic level, CBS IT Systems as a remote support provider (RMS/NOCaaS), monitors the client’s infrastructure on a constant daily basis. The aim of the service is to reduce unplanned outage events by increasing the availability of systems and networks. With this service, any diagnoses for infrastructure malfunctions become more accurate and immediate.

The most important benefit to the client is the use of CBS IT Systems’ infrastructure and engineering expertise to predict failures before they are noticed by the end user and reduce their productivity, or cause malfunctions and system outages.

In case the remote monitoring service (monitoring-NOCaaS) is combined with an on-site support contract, the CBS IT Systems engineer can intervene remotely or on-site to resolve the problem.

With the daily (outsource) monitoring of the client’s infrastructure, we achieve:

• Reduce IT team costs
• Free up resources to focus on other more productive processes
• Access to more information and new technologies
• Improve security through improved availability
• Comprehensive reporting and analytics for proper system operation

The service can be provided either by installing a LAN2LAN VPN between the CBS IT Systems infrastructure and the client or by installing an agent that will be responsible for the entire infrastructure (the software we use is PRTG).

Our technical team (ITIL certified) will record the malfunction in the ticketing system so that the next steps can be properly monitored. In this way, the IT administrator will have the certainty that the experienced CBS IT Systems team is reliably monitoring the services and applications.

The solution is independent of the infrastructure and the manufacturer, with Historic Reports available and without any additional investment in IT infrastructure (i.e. fully outsourced). Troubleshooting can be done together with our specialized engineers.

RMS/NOCaaS services are divided into the following major sections:

• Basic monitoring of Resources (general characteristics such as CPU, RAM, Hard Disk usage, off-network, etc.)
• Network Monitoring & Flows (Checking the availability of Internet Services & network devices) and presentation of monthly statistics (reports)
• Desktop Management
• Server, Applications, Storage & Services Management
• Quality measurement & response services for specialized applications (SQL, Exchange, WEB, Citrix, etc.)
• Real-time notification of events and malfunctions via email
• Engineer intervention for immediate resolution (contract based).
• Hypervised systems monitoring services (Hyper-V/VMWare)