Benefits

Convenience:

• Integrated reporting output from Remote IP Application Management monitoring and management systems
• A single view into performance metrics, problem tickets and customer management progress

Verizon Expertise:

• Blueprint generated for higher site manageability, availability and performance
• Shared knowledge applied to individual business challenges
• Assistance in improving your company’s technical and operational processes
• Expertise in a variety of technologies, robust operational processes and service automation combined into one high-quality service

Access:

• Verizon monitoring and management proprietary tools, processes and agents
• A proprietary data warehouse that filters, correlates and reports on events and metrics from the hardware, application and business process layers

Features:

• Consulting and professional services help you plan, design and deploy the right infrastructure to support your business applications and operations
• Expert Monitoring and Management services support the day-to-day lifecycle of business-critical systems to maintain their functionality, responsiveness and security
• Total View Portal provides a comprehensive, real-time view of system and service information
• Customer Engagement Lifecycle Model provides a predictable structure for determining and maintaining the levels of service that satisfy your individual needs

Service Options

The following capabilities are available with the full Remote IP Application Management service. Not all services are offered with the basic service option.

Consulting and Infrastructure Implementation Services

This suite of services translates business requirements into an operational infrastructure platform:

• Enterprise Site Strategy and Design: We design the server and network infrastructure using standardized architecture patterns in concert with quantitative sizing tools
• Server and Network Deployment: We manage all hardware and software deployment, from provisioning the base operating system and applications through the final failover testing, stress testing and production launch of the system
• Assessment and Tuning: We assess the performance, capacity, reliability and manageability of the entire application infrastructure, then fine-tune the critical business processes those components support

Monitoring and Management Services

This suite of services helps keep your systems and processes functional, responsive and secure:

• Systems Monitoring: Monitoring agents collect events and metrics from across the hardware, application and business process layers into a proprietary data warehouse for filtering, correlation and reporting
• Change Management: Advanced change-management tools and processes help reduce the risks associated with updating content, code and data in a production environment
• Problem Management: Our reliable and coordinated resolution workflow, persistent client communication and well-defined escalation triggers enable us to solve system performance and availability problems efficiently — and to review and proactively adjust monitoring-alert thresholds to improve the relevancy and validity of alerts
• Capacity Management: Leveraging metrics and performance data, we align system resources with business projections to reduce the risk of just-in-time capacity adjustments
• Performance Management: Custom performance measurement and analysis technology provides advanced, code-level diagnostic reports to developers, saving valuable time fixing performance or stability issues
• Backup / Recovery Management: We provide support for all degrees of site restoration — from full failover between multiple sites to simple tape backup and recovery — and perform regular monitoring and testing of all failover, migration and recovery processes
• Security Management: We define and enforce security policy compliance across your devices, track vulnerability threats, and work to defend operations by patching systems, performing forensic analyses, and responding to intrusions if necessary

Remote IP Application Management — Basic

We are committed to providing flexible levels of service management to allow you to cost-effectively outsource specific aspects of your infrastructure and operations. Our Basic service provides remote monitoring and management of basic infrastructure and operating systems, while you maintain responsibility for application management and root access to your servers.