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Service Operations Catalogue

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Service Operations Catalogue Service Operations Catalogue Premium Support Plus & Service Management SDSSOC–02 Published 05 September 2017 Public - Freely Distributable Acknowledgements Linux ® is a registered trademark of Linus Torvalds administered by Linux Marks Foundation ITIL® is a registered trade mark of AXELOS Limited. All rights reserved NetApp ® , MetroCluster™, ONTAP ®, SnapMirror, SnapVault and FlexVol ® are registered trademarks and-or trademarks of NetApp, Inc., registered in the U.S. and-or other countries. VMware ® and vSphere ® are registered trademarks of VMware, Inc. Microsoft ®, Windows ®, Hyper-V ®, Azure ® and SQL Server ® are registered trademarks of Microsoft Corporation EMC, VNX, VNXe, Celerra, MirrorView and RecoverPoint are registered trademark[s] or trademark[s] of EMC Corporation in the United States and-or other countries. Cisco MDS, Cisco Nexus ® and Cisco WebEx ® are registered trademarks of Cisco Systems, Inc. and-or its affiliates in the United States and certain other countries. Pure Storage ® and FlashArray are registered trademarks of Pure Storage Inc., in the United States and-or other countries. Tintri ® a, ReplicateVM ™ and VMstore ® are registered trademarks of Tintri Inc., in the United States and-or other countries. Tegile™ is a trademark of Tegile Inc., in the United States and-or other countries. LogMeIn Rescue ® is a registered trademark of LogMeIn Inc., in the United States and-or other countries Oracle ® is a registered trademarks of Oracle and/or its affiliates. Any other brand or product trademarks (registered or otherwise) referenced within this document – but not explicitly acknowledged here – are the intellectual property of their respective holders and should be treated as such. Proact IT Group AB Phone: +46 (0)8 410 666 00 Fax: +46 (0)8 410 668 80 Kistagången 2 Email: [email protected] Box 1205 www.proact.eu SE-164 28 KISTA Contents Acknowledgements .............................................................................................................................. ii Contents .................................................................................................................................................. i 1 Support and management service summary .................................................................................. 1 2 Storage operations ............................................................................................................................ 2 3 Server operations ............................................................................................................................. 11 4 Hypervisor operations ..................................................................................................................... 22 5 Network operations .......................................................................................................................... 31 6 Backup operations ........................................................................................................................... 41 7 Public cloud operations .................................................................................................................. 53 8 Database operations ........................................................................................................................ 62 Glossary .................................................................................................................................................. I Annexes Annexe one: Storage operations feature set contents ............................................................................ 7 Annexe two: Server operations feature set contents ............................................................................ 18 Annexe three: Hypervisor operations feature set contents ................................................................... 27 Annexe four: Network operations feature set contents ......................................................................... 36 Annexe five: Backup operations feature set contents ........................................................................... 48 Annexe six: Public cloud operations feature set contents .................................................................... 60 Annexe seven: Database operations feature set contents - SQL ......................................................... 67 Annexe eight: Database operations feature set contents - Oracle ....................................................... 69 Tables Table 1: Storage operations feature set compatibility matrix .................................................................. 3 Table 2: Storage operations - monitored items ....................................................................................... 4 Table 3: Storage operations charging-model .......................................................................................... 6 Table 4: Server feature sets .................................................................................................................. 11 Table 5: Server operations feature set compatibility matrix .................................................................. 12 Table 6: Server operations - monitored items ....................................................................................... 12 Table 7: Server operations charging-model .......................................................................................... 16 Table 8: Hypervisor operations feature set compatibility matrix ........................................................... 23 Table 9: Hypervisor operations - monitored items ................................................................................ 23 Table 10: Hypervisor operations charging-model ................................................................................. 26 Table 11: Network operations feature set compatibility matrix ............................................................. 32 Table 12: Network operations - monitored items .................................................................................. 33 Table 13: Network operations charging-model ..................................................................................... 35 Table 14: Backup HW feature sets ....................................................................................................... 41 Table 15: Valid feature set combinations .............................................................................................. 43 Table 16: Backup operations - monitored items ................................................................................... 44 Table 17: Backup operations (hardware) charging-model .................................................................... 46 Table 18: Backup operations (software) charging-model ..................................................................... 47 Table 19: Public cloud feature sets ....................................................................................................... 54 Table 20: Public cloud operations - monitored items ............................................................................ 55 Table 21: Public cloud charging-model ................................................................................................. 59 Table 22: Database feature sets ........................................................................................................... 63 Table 23: Database operations feature set compatibility matrix ........................................................... 64 Table 24: Database operations - monitored items ................................................................................ 64 Table 25: Database charging-model ..................................................................................................... 66 Public - Freely Distributable Published 05 September 2017 Premium Support Plus & Service Management – Service Operations Catalogue Page i 1 Support and management service summary This document presents a catalogue of the technologies for which Proact offers monitoring (under its Premium Support Plus service) or full management (under its Service Management service). It should be read in conjunction the Proact Premium Support Plus – Service Definition or Proact Service Management – Service Definition as appropriate. To deliver enterprise-class monitoring, support and where selected, full management, Objective of a specified subset of a customer’s IT estate (for example: storage, servers or backups), as defined in the technology-specific chapters within this catalogue. The support and management packages available are: Service . PSP – Proact Premium Support Plus – monitoring and support packages . SM – Proact Service Management – monitoring, support and management. Both service packages can apply to an agreed set of in-scope items referred to as CIs (that is, Configuration Items) . Details of the supportable CIs, and of any technology-specific deliverables, are given Scope in the technology-specific chapters of this document (below) . Each CI is associated with one or more feature set options (as appropriate to the technology), the combination of which determines what Proact will monitor, support and optionally manage for the contract term. The following list compares the key capabilities of each service Service package. Full details can be found in the service definitions: PSP SM capabilities . Proact Premium Support Plus – Service Definition . Proact Service Management – Service
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