Manage your servers and applications while we manage the ESM solution

Remote Support

This service is aimed at customers who need a scheduling, discovery, endpoint management or monitoring solution however don't have the manpower or will to manage the implementation. Orb Data’s Managed Services allow you to manage your servers and applications while we manage the ESM applications. Our service can either take over the running, implementation and upgrade of your existing solution or alternatively help with the running of the software by acting as a remote part of your existing team.

We cannot fault the Orb Data Managed Service. We are seeing a reduction in the number of operational incidents which proves to the business that we were right to buy an IBM Tivoli monitoring solution.
Mo Jenab
Mo Jenab
Head of IT, Gulf International Bank

Benefits

 
  • Your staff can concentrate on their main roles
  • There are no expensive training requirements
  • There are no concerns that your trained resource will leave or go on holiday
  • Because we are experts we are able to maximise the ROI of your solution

 

The Chapel

Who is this service suitable for?

It is aimed at customers who have bought a product like Tivoli, own the licenses and have completed an initial implementation however after implementation are finding that they need additional help maintaining the solution. This can be caused by many factors:

  • Customer’s Tivoli experts have other jobs
  • People who are trained can leave
  • Changes to systems and applications occur meaning that Tivoli is no longer configured correctly
  • Engaging consultants for ongoing maintenance can be expensive

 

What is included in the service?

The Tivoli Monitoring (Netcool and ITM/ITCAM) service is run using a best practice management template that describes how a Monitoring solution should be run. This includes:

  • Service Desk - Orb Data will have a manned service desk for calls to be raised in business hours.
  • Infrastructure Monitoring - We will monitor the Tivoli infrastructure to verify the functionality of its components.
  • Proactive Remote Maintenance - We will remotely run health checks to ensure the tools are running as required. The health checks will be scheduled and will be checked 2 times a day.
  • Upgrades - Orb Data will be responsible for Tivoli software upgrades.
  • Best Practice Alerts - As well as tuning alerts overtime we can recommend best practices for most types of monitoring.
  • Changes - Changes to applications or operating systems need to be reflected in the monitoring solution. We ask to be notified or any changes so that we can change the monitoring solution accordingly.
  • Reports - Management Reporting is part of the service as a functioning monitoring service can be invisible to management as alerts will be identified and resolved before users realise that there is an issue.
  • Development - Development of new agents or Netcool automations and integrations

The Nagios Monitoring service is run using a best practice management template that describes how a Monitoring solution should be run. This includes:

  • Service Desk - Orb Data will have a manned service desk for calls to be raised in business hours.
  • Infrastructure Monitoring - We will monitor the Nagios infrastructure to verify the functionality of its components.
  • Proactive Remote Maintenance - We will remotely run health checks to ensure the tools are running as required. The health checks will be scheduled and will be checked 2 times a day.
  • Upgrades - Orb Data will be responsible for Nagios software upgrades.
  • Best Practice Alerts - As well as tuning alerts overtime we can recommend best practices for most types of monitoring.
  • Changes - Changes to applications or operating systems need to be reflected in the monitoring solution. We ask to be notified or any changes so that we can change the monitoring solution accordingly.
  • Reports - Management Reporting is part of the service as a functioning monitoring service can be invisible to management as alerts will be identified and resolved before users realise that there is an issue.

The TWS service is run using a best practice management template that describes how a Scheduling solution should be run. This includes:

  • TWS Environment Monitoring and Maintenance - Monitoring of the TWS environment will be based upon best practice settings and tuned over time to each customer environment.
  • TWS Best Practices - We would perform an initial validation of the existing TWS environment to ensure that TWS has been implemented following best practices for housekeeping, stdlist file systems, maintenance level and performance.  
  • Architecture and Infrastructure Design - We will offer design advice on all main components (MDM, FTA, DB etc etc)
  • Security - We will assist with the definition of the security model for the TWS security file and for the Tivoli Dynamic Workload Console (TDWC).
  • Performance and Tuning - TWS requires periodic review to ensure that it is performing optimally. Performance indicators will be reviewed
  • Workload Design - Orb Data will provide assistance with the design of customer workload including advice and recommendations
  • Corrective Maintenance and Upgrades - TWS will require periodic updates to ensure that known problems are fixed in a timely manner and to introduce new functionality within the product. Corrective maintenance in the form of fix packs is generally straight forward to install, whilst product upgrades can require additional effort.
  • Troubleshooting and PMR Handling - In the event of problems occurring with the TWS infrastructure Orb Data will assist with troubleshooting the problem cause
  • Reporting - Orb Data will assist with the preparation of standard operational reports from TWS.
Orb Data will run a TADDM deployment using the following methodology:

  • Service Desk - Orb Data will have a manned service desk for calls to be raised in business hours.
  • TADDM Deployment - The TADDM implementation will be broken down into the services. The environment will be configured for discovery; ensuring correct operating system and application credentials are setup on all targets. At this stage we will endeavor to create a customer specific service and application definitions based on the Assessment information. Once this has been signed off regular discoveries will be scheduled.
  • Credentials - Inevitably credentials will be changed and scans will fail. These will be reported to the customer contact as and when they are reported but it will be up to the customer to supply the new credential information.
  • Configuration Change Tracking - One of the main challenges that IT organizations have with their existing approaches to managing change is the inability to manage and monitor configuration drift. TADDM addresses this challenge by allowing you to compare device configurations with a “golden master” that reflects any approved changes. The comparison identifies where discrepancies from the master exist down to the attribute level. 
  • Configuration Drift Analysis - TADDM provides a reporting capability for monitoring where the configuration drift (the variance from your desired state configuration) is greatest, such as with applications, networks, or servers. Consequently, you can quickly understand the level of unauthorized change activity occurring in the environment.
  • Management Reporting - Standard TADDM reporting will be created. Custom reports can be requested as required.
Orb Data's patch and asset management solution is not just about the software technology used to deploy patches, it is also about having the right people and processes in place to make a solution work. Orb Data’s IBM Endpoint Manager (IEM) service offers the following:

  • Service Desk - Orb Data provides a manned service desk for the IEM Managed Service, enabling Yes Europa to raise incidents, support queries and change requests related to the service during business hours.
  • Infrastructure Monitoring - As part of the service provided, Orb Data will monitor key components of the IEM infrastructure, in order to verify their continued and uninterrupted function.
  • Proactive Remote Maintenance - Orb Data will run health checks on the TIER 1, 2 and 3 components to ensure the IEM infrastructure components are running as required.
  • Upgrades - Orb Data will be responsible for IEM software upgrades, to both the management servers and the agents.
  • Management Reports - A well implemented, functioning service can be invisible to management which can lead to the solution and the IT team being undervalued. For this reason Management Reporting is a key component of the IEM Managed Service.
  • Change Requests - Any change made to the use of the IEM application could result in the service failing. As such, it is vital that a change management process is established between Orb Data and teh customer.
  • Service Improvement - The purpose of Orb Data’s IEM Managed Service is not only to provide the customer with a first class service for supporting and maintaining their IEM infrastructure, but also to aid them to improve the service it provides to its business. In order to increase the customer's ROI Orb Data will regularly suggest improvements that can be made to the service.

FAQs

We support all flavours of IBM Tivoli Monitoring (SmartCLoud) and all agents, ITCAM, Netcool (TBSM, OMNIbus, Impact, ITNM), Tivoli Endpoint Manager (Bigfix), Tivoli Workload Scheduler (TWS) and TADDM. We also manage Solarwinds and Nagios. If your products are not in the the list then it is always worth asking us if we offer support as Orb Data has skills in many other products.

Orb Data takes our customer's security very seriously. To preserve the integrity, privacy & availability of any computing resources that we manage, we use policies that set out the responsibilities of each member of staff in the secure use of Orb Data’s IT resources.These include:

  • Realtime auditing of employee's computing resources
  • Firewall settings to allow for minimal ports between Orb Data and the customer. In most cases we use VPN access to a restricted set of systems (usually the Tivoli servers).
  • Physical Security Policies to ensure Orb Data's premises are safe and secure
  • Backup and Disaster Recovery Policies

In addition we will endeavor to improve the security of your Tivoli servers as part of our Remote Support service.

Yes. Our service can either take over the running, implementation and upgrade of your existing Tivoli solution or alternatively help with the running of the software by acting as a remote part of your existing team.

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About Us

Orb Data brings together People, Process and Technology to deliver the cornerstone of business success: the management of IT infrastructure. At our heart are our people. We have unrivalled experience, helping us to achieve an enviable reputation for excellence in project delivery. Because we’re independent, we identify actual issues and help organisations resolve them –from spec to deployment, and beyond –providing the right solution in terms of best of breed technology and support. We offer a refreshingly simple approach to the way we conduct business. We take pride in our abilities to provide first class solutions to business problems, and to conduct working relationships with honesty and integrity.

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