Network Management - Flyer [PDF]

Overview

The Network Management service includes a group of activities to manage and control the client´s telecommunications infrastructure, implemented with standardized procedures by a team of qualified professionals and using specific tools.

The processes carried out by Global Crossing´s technical areas are based on ITIL best practice standards, generating periodic information that is available to the client through reports and access to the web portal. These processes are controlled by a SLA.

Each of the processes executed by the Network Management team allows the customer to take a step back from the operations, and only have to focus on the control of service levels and the reallocation of resources to strategic business areas.

From our customers' point of view, the main benefits of outsourcing their network management features are the simplification of the operation, the improvement of the financial performance and the possibility of focusing on the business.

Main Uses

This service is ideal for those companies wishing to focus their resources on their core business. Other additional features are:

• Multiple sites (branches) in a national or international environment
• Focus needs to be set on business continuity or supplier diversity
• Professional services or managed services are used to optimize the operation
• Limitations in quantity or quality of their IT resources
• Highly technological competitive environment
• Involved in a merger or acquisition activity
• CapEx restrictions

Benefits

Network Management's benefits are the following:

• Delegating all operational tasks and activities related to monitoring the telecommunications network to Global Crossing.
• Relying on the network information analysis in a timely manner, enabling proactive decision making.
• Relying on technical consultancy of the highest quality based on Global Crossing's experience in similar projects.
• Obtaining support in research and acquaintance of products and suppliers of the highest quality.
• Improving satisfaction levels of internal and external users with the services provided by the network.
• Reducing costs for the acquisition of a dedicated management and monitoring system for the network.
• Preventive and corrective maintenance of equipment and resources that are part of the network and that ensure agreed service levels.
• Monitoring, enforcement and verification of committed service levels (SLAs).

Specifications

The components of the Network Management are structured in modules and can be implemented separately.

Each module is built with ITIL processes and makes use of the management tools, standard reports, and resources (Know How). Each module has levels of complexity.

The Network Management services offered will be performed by a team of professionals working in Global Crossing offices under a non-exclusive regime. The equipment is sized to support the load of activities of the entire group of monitored issues.

The commercial management will be led by an Account Executive appointed by Global Crossing. This professional will be responsible for the reassignment between companies, reception of new orders or modifications of service and contractual matters.

The operational management will be led by a Service Manager appointed by Global Crossing. This candidate will be responsible for the operational quality of the services provided and included in this proposal.

Service Desk

The Service Desk for end user service (company employee) will be implemented by the customer and will be his/her responsibility. Global Crossing service includes a special NMOC (Network Operation Center Management) management which maintains the communication with the customer and the property of the incidents.

Global Crossing will provide the specific group of professionals of the Service Desk a service structure (NMOC) when it comes to media, communication and management of the processes related to telecommunications management.

The team led by the Service Manager will be available on a prearranged scheme at Global Crossing's NMOC.

Service Support - SS

This module includes the ITIL processes of Incident Management, Problem Management, Modification Management, Release Management and Configuration Management, needed for the maintenance of the customers' telecommunications services.

This service module is provided by communicating with the NMOC.

Incident Management

The goal of this process is to restore normal service operation as quickly as possible and minimize negative impacts on business operations. This ensures the best scope of service availability and maintenance levels.

Problem Management

The goal of this process is to minimize adverse effects on business Incidents and Problems caused by errors in the infrastructure and to proactively prevent these errors.

Modification Management

The goal of this process is to ensure that the standard methods and procedures are used efficiently in all modifications, so as to minimize the impact of modification-related incidents.

Release Management

The goal of this process is to maintain a comprehensive view in modifications in a service and ensure that all aspects of the release, both technical and nontechnical, are considered jointly, minimizing the risks of its implementation.

Configuration Management

The goal of this process is to provide a logical model of all of the components of the infrastructure or services, identifying, controlling, maintaining and verifying the versions of the existing Configuration Items (CI).

Capacity and Performance management - CPM

This module includes the ITIL Capacity Management process and its goal is to analyze the evolution of the technical indicators of the network elements, aiming to assess future capacity demands.

Capacity and Performance Management

The goal of this process is to enable the management of resources and control the growth of the network capacity. It ensures that the capacity and performance aspects meet the business requirements effectively, according to the cost/benefit relation.

The performance and capacity management is responsible for monitoring and measuring services, collecting, recording, analyzing and reporting performance data of network elements. It focuses on the infrastructure components and ensures that all resources are measured for the detection of needs: enlargement, reduction, prioritization or reconfiguration.

Service Level Management - SLM

This module includes the ITIL Service Level Management process and its goal is to analyze the network information and create reports to submit to the customer.

Service Level Management

The goal of this process is to maintain and control service quality, through a constant cycle of monitoring, reporting and reviewing achieved standards. In order to do so, it is necessary to use statistics and compare the achieved level with the objectives, as stipulated in the SLA.

The correct Service Level Management requires the ongoing review of the service quality offered with joint parameterization, collection and analysis of all the indicators defined as service level.

Availability Management - AM

This module includes the ITIL Availability Management process and aims to maintain a protocol of programmed availability testing of network elements. It is especially useful to ensure the proper functioning of supporting network elements or elements that are underutilized during the network´s normal operation.

Availability Management

The goal of this process is to optimize the capacity of the infrastructure and its services to deliver an optimum level of availability of all network elements in order to meet business goals.

In order to do so, it is necessary to determine the availability requirements in business terms; periodically monitor and test all key elements of availability; collecting, analyzing and maintaining availability data in order to complete the reports.

The process includes a series of standard procedures developed according to typical needs and the possibility of performing specific procedures for business applications with the customer. The standard procedures are: Back Up Link Verification and Preventive Maintenance of services.

For the backup link verification, the test type, frequency and locations are defined and the contingency links verification is run, generating the corresponding reports. If any fails, the process moves on to Incident Management.

Preventive maintenance seeks to decrease the chances of failure of equipment and links in the customer´s telecommunications network. It begins by planning the maintenance schedule, and then the necessary resources are prepared and the maintenance is performed. This is recorded and if an unavailability of links and/or equipment is detected, the Incident Management process is initiated to attend and solve it.

Access to Tools

Network Management customers, in addition to receiving reports of each module they hire and technical support from a team of professionals, can also access various tools via the Managed Services Portal within uCommand.

http://latam.ucommand.com/data/managed

Through this portal, the following applications can be accessed on the Internet safely: