Imagination Learning Systems provides Managed Services around ILS Suites. ILS’s clients have the assurance that ILS managed services solution Support s their business effectively.

Managed System Production Support

Under ILS Production Support services ILS would deploy the practices and disciplines of Support ing the System for customers, while it’s being used by the end users. A Production Support person / team will be responsible for receiving Incidents & Requests from end users, analysing these and either responding to the end user with a solution or escalating it to the backend product development teams. These teams may include Developers, System Engineers and Database Administrators.

This service shall have the following deliverables-

  1. Handling L1 Support calls (L1– refers to first level troubleshooting with the application) – Delivered through a centralized call logging number/email ID/Chat ID or an online issue logging system.
  2. L-2 and L-3 Support (L2 and L3 Support refers to the Support that need more expertise to provide resolution and is referred to the subject matter expert of the respective domain, viz. Application database layer, Application business logic layer, etc.) – Delivered through off site mode from ILS office.
  3. Management and deployment application patches, functional changes incorporation, any on-going enhancements proposed by customers in the system etc. – Delivered through offsite mode from ILS office.

Managed Backup and Restore Management

This service covers the backup option proposed for ILS Suites, applications and Databases backup / restores operations. ILS uses the robust processes and built-in tools to monitor and manage the backup / restore operations.

This service shall have the following deliverables-

  1. Monitoring- Backup status monitoring, Backup server status monitoring, Backup log monitoring and management.
  2. Backup Policy - Backup policy definition, Data Storage rotation policy definition, backup data maintenance policy.
  3. Backup and Restoration Processes - Schedule backups, Manual initiation of backup jobs in case of daily job failure, Restoration activities and Restoration tests.
  4. Tape Management (if applicable) and off site backup storage management.

Managed DR (Disaster recovery) Capacity Planning, Provisioning and Management

As all of the ILS Suites are mission critical for customer and its users, the importance of ensuring the continued operation of the system, or the rapid recovery of the system, is of prime importance.

This service shall have the following deliverables-

  1. Availability of equivalent capacity server to take over in case of any disaster or failure of the primary server.
  2. Fixed Public IP configured to both servers, so that they can be made available on the Disaster scenario without any major DNS changes
  3. 24 X 7 Monitoring software
  4. Data sync management as per the decided RPO (Recovery Point Objective – The point till which the data will be made available on the disaster recovery site).
  5. 99.95% SLA compliance as per desired RTO (Recovery Time Objective – The time taken to fail over to the disaster recovery site) and RPO, based on defined criticality of information

Managed Onsite User Helpdesk / Service Desk

A centralized service desk telephone number / a chat ID / an email ID are provided to the users, on which users can log their Support calls and expect a resolution within the permitted SLA’s.

This service shall have the following deliverables-

  1. Handling user Support calls onsite and tracking them to closure
  2. Handling onsite user level / admin level operational issues
  3. User management – Creation and deletion of users, groups, role / permission management
  4. Ongoing user Training / refresher Training management and Support
  5. System data management, Data / trend analysis reporting and Management MIS dash boarding.
  6. Tracking all related SLA’s, IT infrastructure vendor management & performance monitoring

Monitoring & Reporting Management Services

ILS deploys specialized resources in onsite / offsite mode for monitoring and related reporting around – critical IT Infrastructure used by ILS Suites specific attributes, which includes database monitoring, ILS application server monitoring / IT infrastructure capacity and performance monitoring; User friendly reports generation, Business intelligence incorporation, various monitoring based reports publishing, ad-hoc report requirements management.

This service shall have the following deliverables :

Database Monitoring : It includes-

  1. Monitoring fragmentation – Data files, tables and indexes
  2. Monitor Space usage of indexes, tables – Monitoring free space, verifying Data blocks in data files.
  3. Monitor transaction logs and archive log files
  4. Analysing tables, indexes and clusters – Analyse table compute statistics.
  5. Monitoring the shared pool – Library cache, Data dictionary cache, Wait statistics
  6. Monitoring Database Buffer Cache, Multiple Buffer Pools.
  7. Monitoring I/O contention

Application Server Monitoring : It includes-

  1. Monitoring and Management of General Server Metrics like Availability Active Thread Count, Active Thread Group Count, JVM Free Memory, JVM Total Memory, JVM Max Memory, Transactions Active, Transactions Committed, Transactions Committed per Minute, Transactions Rolled back, Transactions Rolled back per Minute, JMS Message Cache Size, JMS Message Cache Hits and so on.
  2. Monitoring and Management of Jboss 4.2 Jgroups Channel, JCA Data Source and EJB3 Metrics- Availability, Number of Messages, Number of Messages per Minute, Sent Messages, Sent Messages per Minute, Sent Bytes, Sent Bytes per Minute, Received Bytes, Received Bytes per Minute and so on
  3. Monitoring and Management of JCA Connection Pool, JCA Data Source and EJB3 Metrics
  4. Management of JBOSS control actions such as stop, start, restart, run Garbage Collector, remove All Messages, flush

Application Server Environment Monitoring : It includes-

  1. Monitor user authentication (details of users logging in and logging out)
  2. Checking of system logs and parameters – Check for errors, warning, security, message-bends, database events.
  3. Review workload statistics on the application.

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