The recent advances in Internet technologies have had a major impact in various industries. For example, in the customer support area, remote call centers located in low-cost locations have been successfully used to offer 24*7 support to customers. New opportunities exist to explore a similar concept in the area of network operations management.

eG RMS

Faced with growing competition and increased customer demand for cost-effective outsourced services, many service providers are exploring innovative methods of maintaining and managing their outsourced services. Through its remote monitoring service, eG Innovations offers service providers an attractive opportunity to reduce their day-to-day operations cost, without compromising on their service quality assurance to customers.

eG's remote monitoring service (RMS) is ideally suited for data centers and service providers who:

• intend to offer managed services, but are looking for an immediate opportunity to get started, with minimal lead time.
• wish to explore ways of cutting down their routine monitoring costs
• plan to introduce new service offerings but do not have the resources available to staff and manage these offerings

Trained administrations professionals man eG's Remote Operations Center (ROC) 24*7. These administrators access remote customer locations via the Internet and continuously monitor the availability, performance, and usage of various network, servers, and applications in the customer's infrastructure. eG's ROC is equipped with state-of-the-art infrastructure that includes redundant broadband connectivity to the Internet, power backup capabilities, multiple voice communication lines, and a highly secure 24*7 monitoring center. eG's administrators are skilled in maintaining and managing networks and application infrastructures. They follow a structured set of policies to ensure that the monitoring services are tuned to meeting the customer's business objectives. Failsafe escalation procedures are used by eG's RMS staff to ensure the timely communication of problems to customers.

Problems detected during the course of routine monitoring are reported to the service provider's staff. The service provider's staff is responsible for reporting problems to the end customer and/or fixing the problems. Alternatively, if eG's RMS staff are provided with appropriate privileges and access, they can also take care of problem fixing for the end customer.

Business Models

A service provider who chooses to offer remote monitoring services to support eG's products has the option of choosing either a shared RMS or a dedicated RMS service. In the shared RMS service, the service provider is charged based on the number of agents to be monitored. In the case of a dedicated RMS service, the service provider is provided with a dedicated administration team and is charged accordingly.

The eG RMS staff can also be used to support other monitoring products. In this case, only the dedicated RMS option is provided. Also, in this model, the service provider is responsible for initial training of the eG personnel on the new product(s).

• Almost no lead time in setting up a 24*7 monitoring service.
• Monitoring expenses are amortized amongst multiple customers ensuring lower costs.
• Trained technical administrators with in-depth understanding of monitoring readily available.
• 24x7 monitoring from a state-of-the-art facility in India ensures lower operational costs.
  
  

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