Srv monitoring presentation v1.2
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SRV Monitoring, founded in 2012 in Budapest, Hungary, provides comprehensive network, data center, and service-centric monitoring solutions tailored to telecom and broadcast operators. Their services, backed by European-trained engineers, include 24/7 monitoring, fault detection, and network support in multiple languages, with a focus on quality customer experience management. The company emphasizes proactive monitoring and performance reporting to ensure service level agreements (SLAs) are consistently met.
Srv monitoring presentation v1.2
- 1. SRV MONITORING Budapest, Hungary. SRV Monitoring Overview
- 2. SRV MONITORING SRV Monitoring was founded in 2012 to provide quality Network, Data centre ans service centric monitoring to Telecom and Broadcast operators & providers, international companies with multinational WAN networks and DataCenter operators. We provide cost effective NOC & Call center solutions to our customers with a focus on quality customer service, relying on European trained network engineers with a European mindset to quality of service and communication. We provide our own suite of software to monitor our customers’ networks and track all events through ITIL processes and tools. Our customer can log in at any time and have real-time information on the state of their network. We provide our customers with a language specific service when another language besides English is necessary(we offer support in English and German but we can also provide services to our customers in other European languages such as French, Dutch or others as needed.)
- 3. SRV MONITORING SRV offers full management capabilities for supported technologies Fault detection (Reactive monitoring) Fault resolution (troubleshooting) Performance & Capacity data (Pro-active monitoring) Network & MSP Workforce Orchestration Change and Configuration Management of the Network – Change Governance. KPI measurement and reporting against SLAs With one common management environment we can: Monitor network and service status and identify alarms using a single alarm view Track all outages for network performance reporting and to identify common problems across networks NOC has full management capabilities for supported technologies Fault detection (Reactive monitoring) Fault resolution (troubleshooting) Performance & Capacity data (Pro-active monitoring) Network & MSP Workforce Orchestration
- 4. SRV MONITORING SRV Monitoring provides the following services: IP Network monitoring (KPI based 24x7 NOC surveillance) Broadcast Network monitoring (KPI based 24x7 NOC surveillance) Data Center monitoring (KPI based 24x7 NOC surveillance) Mobile Network monitoring (KPI based 24x7 NOC surveillance) Transmission Network monitoring (KPI based 24x7 NOC surveillance) IP Network support (Troubleshooting and network architecture services) Data Center support (Application & OS support, DR support) Transmission Network support (Troubleshooting and NMS support) Technical Call Center (24x7 language specific call center for existing customers) Our focus is on delivering quality services, defined by SLAs with our customers and measured by quantifiable KPIs. We can offer dedicated, ring-fenced, teams for our customers or as shared resources for smaller environments.
- 5. 8:00am-4:30pm10pm-8:30am 4:00pm-10:30pm Shift Lead Event Management Event Management Event Management Service Desk Service DeskService Desk Shift Lead Shift Lead Incident Management Incident Management Incident Management Problem Management Change ManagementService Asset & Config Management Technical Support Tasks: • Network Configuration • 2nd Level Incident Management • 2nd Level Problem Management Technical Support (IP/Voice/Broadband) Technical Support (IP/Voice/Broadband) Technical Support (IP/Voice/Broadband) SLA Management NOC Shift tasks: • Service Desk (for CC calls for B2B Customers) • Event Mgmt (Surveillance/Monitoring) • Incident Mgmt (Troubleshooting with Focus on up time) Coordinates Change in the network and with services Track all assets in the network and changes to them Ensure all contractual SLA’s are met or exceeded to clients. Troubleshooting with focus on Root Cause Analysis (RCA) and permanent fixes SRV NOC FUNCTIONS
- 6. SRV MONITORING Broadcast Specific Management capability • Satellite uplink and downlink • Video encoding and decoding • Multiplexing • Encryption and Conditional Access management • Terrestrial connectivity (domestic & international) • Equipment hosting • Independent supply of satellite space segment • Aggregation & switching of Occasional Use • contribution feeds • Content management Anything that is measureable is manageable – from your Editorial offices to remote outside plant.
- 7. SRV MONITORING Why are we offering our support from Budapest, Hungary: Access to quality support within the same time-zone European university trained network engineers Customer service with a European mindset European language support Affordable offering to our customers Flexible services based on our customers’ needs Operating from within the European Union We have a tight cooperation with the best technical university in Budapest, allowing us to recruit the best and brightest and ensuring that their training is inline with our customers’ needs.
- 8. CUSTOMER EXPERIENCE MANAGEMENT (CEM) By identifying how network level problems actually effect Customers we can help clients drive better customer experience. This can be in the form of better network performance by spending available investment on items which will see direct gains (such as capacity for a congested area) but even learn how to improve communication with clients when there is a problem. Rather than focus on KPI’s or even KQI’s we’ll look at Customer Experience Indicators
- 9. CEM – OUR APPROACH Using different data sources available we work with clients to provide Real time analysis and historical reporting using our suite of analytics tools SRV: • Network Performance Data • Network Alarms • CRM and ticketing data • Social Media Feeds (Twitter/Facebook) • External Data Sources • Service Decompositions
- 10. SRV MONITORING Q & A Thank you for your time.