Service Offerings |
Remote Managed Services - Running the Infrastructure
Patni’s global network operation centers (NOCs) are the cornerstone of our service delivery architecture. These state-of-the-art facilities highlight Patni’s rigorous standards of full redundancy, high availability, and uncompromising security. Our comprehensive range of remote infrastructure management services give our customers the ability to reduce costs and improve service levels. Customers can implement a complete remote service desk solution or simply start with remote monitoring for a portion of their network, a select site, or a group of servers. Additional remote infrastructure management services can easily be added as needs change. Patni’s remote infrastructure management solutions are based on a sophisticated architecture that is open and scalable and which enables the integration of vendor or customer-supplied tools – eliminating a task that stymies most companies. As a result, we provide clients with a consistent, consolidated management view of their environment.
By delivering remote infrastructure management services from our NOC, we have helped many global enterprises cut down their costs of infrastructure management and gain access to expert skills. Each NOC supports multiple monitoring consoles that proactively manage remote client environments and over 10,000 applications, databases, or servers, as well as 20,000 SNMP devices. These monitoring consoles are scalable and replicable to ensure faster service deployment and swifter problem resolution for even the largest customer. |
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Remote Monitoring
Patni provides automated, continuous, 24x7 availability and performance monitoring of the client’s environment. We monitor IT components and transactions for specific events, threshold violations and errors/faults, based on pre-defined metrics. Our remote monitoring service automatically notifies the customer or designated service provider when events defined by the customer are detected. Our clients have the option of choosing how problems are resolved and who is responsible for solving them. Notification includes an escalation and tracking process as determined by the client. Patni collects and stores up to fifteen months of historical information to facilitate trend analysis and IT planning. Our remote monitoring service helps to maximize performance, significantly enhance service levels and immediately reduce downtime. |
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Remote Infrastructure Management
Patni’s remote infrastructure management solution goes beyond 24x7 monitoring to include proactive problem identification and resolution. Built-in root cause analysis helps to identify and automatically fix potential problems before performance is affected. Our remote infrastructure management solution will automatically carry out clients’ pre-specified instructions to fix problems such as restarting sluggish servers and the applications that reside on them without human intervention. Patni’s remote infrastructure management solution can also automatically dispatch on-site service providers to address high priority issues. By automating corrective actions, IT organizations decrease problem resolution time and improve system availability. |
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Remote Operations
Patni’s remote operations service combines our remote infrastructure management capabilities with the power of service level management to deliver the quality of service your business demands – guaranteed! Our remote operations solution automates the process of IT infrastructure administration, including patch management. Patni can manage maintenance schedules and administrative tasks such as resource assignments and notification options, depending on the level of service desired. Above all, we provide flexibility. We can handle scheduling, notification, and other administrative tasks or self-manage those tasks via the Web through our secure Customer Portal. Self-service scheduling saves time and allows organizations to easily manage notification and escalation schedules via the Web, 24x7. Patni’s remote infrastructure management solution enables organizations to add, move, or change IT components without disrupting service to users or requiring resources to work off-shift. Patni’s operations experts can analyze performance trends and proactively identify capacity requirements so that IT infrastructure keeps pace with business growth, helping our clients to meet the service demands of their organizations. |
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Remote Service Desk
Patni’s remote service desk solution provides complete 24x7 help desk coverage – from call management to service request tracking to problem ticket management to change request management. Our remote service desk is a cost-effective alternative to in-house service desk applications. During implementation, Patni works with clients to complete a series of templates and workflow definitions to establish fully functioning trouble ticketing and detailed service reporting enabling IT organizations to validate their service level agreements. A searchable knowledge base expedites problem solving so that client issues are resolved faster and more efficiently. Service tickets are automatically generated for those events that have been pre-defined – up to and including automatic notifications by phone, email, or pager. A web interface also allows Patni and customers to enter and track trouble tickets and service requests from anyplace via the Internet while our service desk solution tracks all incidents until resolved. Patni provides remote service desk solutions through its global NOC centers, making it easy to provide round-the-clock service and ensuring that issues are addressed in a timely manner, no matter where they occur. |
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Customer Portal
Every remote infrastructure management solution provided by Patni includes a secure, customer-specific, Web-based management portal. Our remote infrastructure management services give our clients a transparent and clear view of the availability, utilization and performance of every IT component of the infrastructure. Clients can see how their infrastructure is performing 24x7 and get historical trend information or the latest performance snapshot at any time. In addition, a built-in scheduling area gives clients an immediate view of notification and escalation schedules for problem resolution. Patni provides 80 different reports ranging from high-level executive summaries to end-user usage reports to technical views for IT managers. Point and click navigation simplifies online administration and viewing, making it easy for users to see the information relevant to them or their part of the infrastructure. More detailed information about specific events or objects is a simple mouse-click away. Customers have the freedom to choose what information they want, how much information they get, and what that information looks like. Reports can be presented in a graphical format, printed, emailed or exported to any other reporting tool you may use (e.g. Excel, Access). |
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