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Offering
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Capability
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| Sun Remote Operations Management - Storage Service |
This is a sub-set of the Remote Operations Management offering which specializes in a customer's storage environment: remote monitoring, and management of storage infrastructure to ensure integrity of the data infrastructure and minimize business risk. |
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| Sun Remote Operations Management – Identity Service |
This is a sub-set of the Remote Operations Management offering which specializes in 24x365 remote management and monitoring of the Sun Identity Management infrastructure, as well as applications and hardware to help increase availability, reliability, and performance of the entire IT environment.
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| Sun Remote Operations Management – Fixed Packages |
This packaged sub-set of Remote Operations Management is intended to be attached to new Sun hardware or SunSpectrum renewals. It's a fixed-priced, predefined set of monitoring thresholds. |
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Features
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Benefits
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| Inventory Management |
Provides the customer the ability to review the status of incident and change tickets, review issue resolution data, observe the performance of your systems and applications, and manage/view device information. |
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| Fault Monitoring |
Sun provides 24x365 monitoring of life state events that constitute failures in the proper functionality of monitored hardware, operating systems, databases, applications or devices. Examples of some monitored elements include network availability, process status, file system capacity, and backup success/failure. |
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| Performance Monitoring |
Sun provides 24x365 monitoring of key performance indicators for monitored operating systems (OS), databases, applications or devices. Examples of some monitored elements include log file errors or warnings, CPU/RAM usage, or transaction response times. |
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| Predictive Monitoring |
Sun provides event management reports that enable Sun or the customer to identify patterns that may predict improperly tuned operating systems, devices and/or applications. |
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| Performance and Availability Reporting |
Sun provides three types of performance and availability reporting. Reports are based on performance
data polled as part of fault and performance monitoring, such as:
- Real time 24x365 reports via the ControlPoint portal
- On-demand hourly, daily, weekly, and monthly historical reports via the ControlPoint portal
- Summary email reports available daily, weekly or monthly
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| Incident Notification & Ticketing |
Notification services are coordinated through a structured incident management process. Tickets are generated and calls are placed within 15 minutes of the actionable event. |
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| Event Management Analysis |
Sun will review and validate the monitoring configuration and determine if action needs to be taken on any non-actionable events. A collection of non-actionable events may represent a need for additional configuration |
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| Vendor Escalation and Management |
Vendor management information is used on behalf of the customer when it is necessary to escalate incidents to vendors for remediation. Customer is responsible for purchasing appropriate service contracts and authorizing Sun to call on customer's behalf in order to perform incident remediation. |
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| Change Management Framework |
Sun provides a framework for you to manage change within the environment via the ControlPoint Portal. Information in change tickets is used to keep inventory information current. |
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| Security Patch Notification |
Advisories are reviewed from Computer Emergency Response Team Coordination Center (CERT), and all critical CERT advisories, to determine if an urgent change ticket in ControlPoint should be generated. |
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| Administrative Management |
Sun will execute tasks that fall within the scope of administrative maintenance for customer's environments according to processes defined with customer during Implementation. The Sun Customer Service Manager (CSM) will conduct quarterly reviews and analysis in conjunction with the assigned Primary Support Engineer (PSA). |
