Virtual Engineer as a Service (VEaaS®)

IT has become increasingly pervasive, and its ‘always on’ requirement has made it highly critical. In order to keep it up and running, organizations grew larger and larger IT departments and invested in more and more tools. The problem with this approach is that it is dependent on humans carrying out tasks and using tools, and humans are relatively slow, make mistakes and are transient. VEaaS® meets these challenges head on by automating up to 90% of repetitive tier 1 tasks and more than half of all IT Operations tasks.

SINGLE PANE-OF-GLASS ITSM

VEaaS® is an ITSM platform, not a collection of tools. It is made up of 40 different modules, all of which were developed from the ground up (i.e. no acquired IP) and are fully ITIL compliant. Organizations can choose to implement some or all of the modules, for the same all-inclusive price. Every function is available through a single pane-of-glass, providing visibility and control of incidents, remediation, assets, change management, problem management, knowledge management, SOP’s, etc.

VEaaS® is an ITSM platform, not a collection of tools. It is made up of 40 different modules, all of which were developed from the ground up (i.e. no acquired IP) and are fully ITIL compliant. Organizations can choose to implement some or all of the modules, for the same all-inclusive price. Every function is available through a single pane-of-glass, providing visibility and control of incidents, remediation, assets, change management, problem management, knowledge management, SOP’s, etc.

INTEGRATED CMDB

An accurate Configuration Management Database (CMDB) is the heart of ITSM. Less than 5% of all major organizations have an accurate CMDB, and many of those who are trying to get there are using a spreadsheet. VEaaS® has an integrated CMDB that is controlled by the change management module, making it impossible to add, remove or change Configuration Items without maintaining the integrity of the CMDB. Further, the CMDB within VEaaS® can store correlations and dependencies, which improves incident management, and is invaluable when planning major changes such as datacenter and/or cloud migrations.

An accurate CMDB is the heart of ITSM. Less than 5% of all major organizations have an accurate CMDB, and many of those who are trying to get there are using a spreadsheet. VEaaS® has an integrated CMDB that is controlled by the change management module, making it impossible to add, remove or change Configuration Items without maintaining the integrity of the CMDB. Further, the CMDB within VEaaS® can store correlations and dependencies, which improves incident management, and is invaluable when planning major changes such as datacenter and/or cloud migrations.

PRE-BUILT AUTOMATIONS

There are a number of tools available that allow automations to be scripted, however, VEaaS® includes over 160,000 pre-built automations spanning multiple areas such as infrastructure, operating systems, hypervisors, services, databases and major applications. These automations run across solutions from all the major vendors and can either run as standard, or using a WYSIWYG ‘drag and drop’ approach, can be quickly customized to match an organization’s SOP’s. In fact, if an asset is IP-addressable, can accept keyboard-based commands and generate outputs, it can be part of an automation.

There are a number of tools available that allow automations to be scripted, however, VEaaS® includes over 160,000 pre-built automations spanning multiple areas such as infrastructure, operating systems, hypervisors, services, databases and major applications. These automations run across solutions from all the major vendors and can either run as standard, or using a WYSIWYG ‘drag and drop’ approach, can be quickly customized to match an organization’s SOP’s. In fact, if an asset is IP-addressable, can accept keyboard-based commands and generate outputs, it can be part of an automation.

Autonomic Managed Service (AMS)

nDivision's AMS is built on the VEaaS® platform. In many cases, VEaaS® resolves incidents without any human involvement; this is referred to as Autonomic Resolution. In other cases, VEaaS® gathers all the relevant information at the time that an incident occurs and automatically escalates the ticket to a human engineer; this is referred to as Autonomic Assistance. Sometimes, the VEaaS® platform will notify a human engineer that it has resolved a particular incident multiple times in a given time period, and will automatically escalate the incident to Problem Management. There are also some situations where an incident cannot be addressed autonomically and a human will have to investigate the incident and carry out remediation. Where an organization does not want to use its human labor for tasks that cannot be carried out autonomically, nDivision's AMS provides a Level 1 Autonomic Managed Service (L1 AMS) and a Level 2 Autonomic Managed Service (L2 AMS).

The chart below explains how VEaaS® and AMS maps over ITIL standards.

End User Help Desk

nDivision offers two types of End User Help Desk. The Responsive service provides a single point of contact for ticketing and remediation through email, web or by phone, and is priced by the number of users. The Proactive service has the same single point of contact, but as the name implies, includes an agent on each device that allows us to quickly provide remote control support and keep patches up to date. The Proactive service includes options for antivirus/malware, backups and software distribution, and is priced by the number of devices. We can leverage manufacturer warranties or a spares program, as needed. Support personnel for both Responsive and Proactive are all based in the U.S.

End User Help Desk


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whether you're embarking on Digital Transformation or a Journey to the Cloud we'd welcome the opportunity to have a conversation with you

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