eircom AssureNet by eircom

eircom AssureNet Managed network serv services vices for better business performance

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Business today demands more The most effective organisations in the world are successful because they respond to the specific challenges facing them in their industries. Meeting these extraordinary challenges requires focus. eircom AssureNet, our managed network service, offers you an IT partnership that gives you back that freedom to focus on your own business challenges. Your productivity and your people are more dependent than ever on your underlying communications network. eircom AssureNet is a managed network service that provides the predictable, high-performance network your business demands.

From credit control to customer rrelationship elationship focus critical management, we focu us on yourr most critic cal functions. We make it easier forr you to business functions give the essential busin ness funct tions top not manage priority â&#x20AC;&#x201C; because we n ot only m anage the e network communications netw work those e functions manage way makes depend on, we manag ge it in a w ay that ma akes business sense to you.

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More visibility Imagine if, at a glance, you could check the network health of key business activities like invoicing, credit card transaction processing, or your contact centre. That’s the vision that inspired eircom AssureNet. We build your managed network service customised for your business priorities – and we give you continual visibility into the service, so you can see clearly how your network investment is supporting your operational activities.

More control eircom AssureNet delivers better control of the underlying network that drives your key activities. We proactively monitor and manage all the interconnected components on your business network that impact your key business areas. Our engineers rapidly recognise and resolve problems, such as slowly responding business applications, network outages or hardware failures across your ICT estate.

empowered your You’re also emp powered to o keep you ur colleagues informed manage business colleag gues inform med and m anage frequent, proactive their expectations, with fr requent, pr roactive our engineering updates from ou ur enginee ering team on the actions we are ttaking aking to rresolve esolve issues.

More assurance eircom AssureNe AssureNet et is built aaround round a sim simple mple decide business activities principal: you de ecide the b usiness act tivities greatest protection that need greate est protect tion againstt help deliver network disruption; we’ll h elp you de eliver estates growing that assurance. IICT CT estate es are growi ing business-critical. more complex and more b usiness-critical. We’ll help you achieve the e calibre of network that business performance tha at enabless better bus siness performance.

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Contents & quick links

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Contents at a glance Overview of eircom AssureNet Key features – tailored for you A business-focused managed network service Real benefits for your business

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24× 24 × 7× 7 × 365 service Skilled engineers on site, around-the-clock A single point of contact through to resolution Powerful reporting capabilities

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Why eircom AssureNet Customers trust eircom AssureNet Meet our team Why choose eircom?

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Key features – tailored for you A managed network service for your needs eircom AssureNet is designed to address the issues that our customers tell us pose the biggest challenges to their business. • Tailored to your business priorities • Faster resolution times and fewer outages • Better configuration management • Performance reports that are business-relevant • A partnership model you control

Tailored to your busines business ss priorities We tailor your managed network k service aro around ound functions the critical business fun nctions you u define. This management means it’s easier for you u and yourr manageme ent team to see how your investmentt in network k utilised drive infrastructure is being u tilised to d rive vital, functions. revenue-impacting business funct tions. our remediation Our monitoring and ou ur remediat tion of governed byy incidents on your network are all g overned b can assured your business priorities,, so you ca an rest assur red impacting your that network events im mpacting yo our critical recognised quickly business functions are aalways lways reco ognised qui ickly and resolved first.

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Network etwork map

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Connaught

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MNS02-dundalk-bip-dsl MN MNS02-dund 02-d d dal alk-bip-dsl k dsl

Leinster ter MNS04-athl M MNS04-athlone-bip-dsl hl s Si

MN MNS18-berlin-bip-dsl NS18-berlin-bip p-dsl MNS01-hq-bip-dsl MNS15-manchester-bip-dsl MNS15-m manch hestter-bip-dsl

MNS01-hq-6509 01-hq-6 01-hq-65 01-hq-6509 1-hq hq 0 09 9 MNS07-galway-bip-dsl MNS0 MN S S07-galway-bip-dsl

MNS16-london-bip-dsl MNS16-l MNS16-lo 6-lon 6 6-lo ndon don-biip-dsl pp-d MNS06-limerick-bip-dsl

MNS05-waterford-bip-dsl M NS05-waterford-bip-dsl -d

MN MNS19-paris-bip-dsl NS19-paris-bip p-dsl

MNS09-c MNS09-cork-bip-dsl MN NS09-cork-bip-dsl S0 S09-cork-bip-ds 0 -d MNS20-madrid-bip-dsl MN NS20-madrid S20-madrid-b bip-dsl

Faster resolution times and fewer outages

Better configuration n ma management anagement

We understand how im important mportant itt is to our better control etter contro ol Using predictive analysis and event correlation, customers to keep track of and b which manage hich man nage all their our engineering team can pro-actively recognise the configuration files w devices. network attached devic ces. and resolve issues before they impact your network performance and your business. processes make your The devices and proces sses that m ake up you ur The service incorporates next-generation gurations must network are not static. The config urations m ust network management technology that focuses be changed from time tto o time as ssoftware oftware our remediation on incidents with the greatest levels is updated or as greater or lesser le evels of potential impact on your operations. False on network. openness are required o n parts off the netwo ork. positives are reduced and resolution times are faster, protecting your business continuity. record changes We keep a running re ecord of ch hanges to gurations. your device configura ations. Thiss means savings your significant time saving gs for you ur busy IT that network team, in the event tha at networ rk problems orr roll back arise and you need to o consult o k to guration. will an earlier configuratio on. We w ill also raise unauthorised and escalate an alert on any un nauthorised d changes. configuration change es.

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Performance reports that are business-relevant eircom AssureNet makes it easier for you to report on and monitor your network performance and health. One screen gives an overview of your network at a glance, and it’s easy to drill down if you need further detail. Generate the reports you want, in a way that’s meaningful to you and your business colleagues.

A partnership modell you control You decide the extent to which yyou’d ou’d monitoring like to out-task network monito oring and responsibilities. Based time management responsi ibilities. Ba ased on tim me business function, of day or criticality of tthe he busine ess function n, our different you can choose from o ur differe ent service increasing levels tiers, which offer incre easing leve els of oversight by our engineers. We can continuously vverify erify that aallll of your are connected, critical components ar re connect ted, or we ccan an performance, go further to verify performance e, useful if a functional, vital business application is func ctional, but your colleagues. isn’t operating optimally for you ur colleague es.

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A business-focused managed network service eircom AssureNet is designed to deliver you a business-centred, holistic view of how your enterprise network is performing. We identify your business-critical functions and build your service around it, including our monitoring, management and remediation activities, as well as all reporting. At the beginning of our managed network service engagement with you, we work closely with you to understand each of your critical business functions and their relative priority to your organisation. Our engineers then create a detailed map of all the network components that support those business functions, including software applications, switches, routers and all pertinent network connections.

monitor allll components in We continually m onitor al alerting the map, proactively alertin ng you when issues commencing remediation arise and comme encing rem mediation in line business priorities. with your busine ess prioritie es. monitoring, management All our monitorin ng, manag gement and d activity remediation acti ivity is tied d to the critical functions defi business functio ons you de efine. measure performance We also continually measu ure perform mance process running of your critical business pr rocess by ru unning across synthetic transactions transacctions acro oss your network simulating such for example, sim mulating an n activity su uch as a transaction customer credit card trans saction â&#x20AC;&#x201C; which we speed quality monitor for spee ed and qua ality end to o end. your organisation better The benefit to yo our organis sation is be etter your operations continuity in you ur critical o perations aand nd weâ&#x20AC;&#x2122;re focussed assurance that w eâ&#x20AC;&#x2122;re focu ussed on thee parts of most you. your business that matter m ost to yo ou.

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Real benefits for your business AssureNet from eircom is an IT partnership that benefits yo your our organisation across a range of key business areas:

Business

Operations

• Standardise and control operating costs • Improve return on IT investment • Move from a capital expenditure intensive to an operational expenditure model for network investment • Protect performance of critical business functions such as invoicing, contact centre and key databases • Align IT and business colleagues as strategic partners • Improve business agility by focusing IT resources on strategic projects

• Support business co continuity ontinuity d during uring disruptive events • Improve access to b business applications usiness ap pplications ffor or mobile and remote workers • Keep all stakeholde stakeholders ers actively iinformed nformed during network incidents • Ensure that restorat restoration business-critical tion of bus siness-critica al prioritised services is always pr rioritised

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Technology

Financial

• Increase stability and predictability of the network • Reduce time spent on diagnostic and fix activity • 24-hour proactive resolution of incidents, following ITIL processes • Rapidly generate network performance reports • Devote more time to strategic IT projects • One IT partnership manages multiple IT and telecom suppliers • Reduce false positives and accelerate resolution time with event correlation and predictive analysis

• Better cost control m management anageme ent • Consolidation of ve vendors provides greater endors prov vides greate er economies of scale • Move from a capita capital expenditure al expendit ture model tto o expenditure model an operational expe enditure m odel • Makes the IT budge budget predictable et more pre edictable • Guarantees perform performance mance of ccritical ritical financial invoicing processes such as in nvoicing

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Skilled engineers on site, around-the-clock Customers increasingly expect that the services you offer should be available 24 hours a day. But itâ&#x20AC;&#x2122;s challenging for organisations to recruit, retain and afford the level of networking skills in-house to meet those expectations. eircom AssureNet is the first managed service of its kind from eircom that offers you local, 24-7, engineering resources to detect and resolve business impacting incidents on your business network, available on an operational expenditure basis.

Our Customer Respons Response se Centre (CRC) is sta staffed affed 24 hours a day, 365 da ays a year. W hen you days When contact the eircom CRC C, youâ&#x20AC;&#x2122;re sspeaking peaking wi ith CRC, with an engineer who can d iagnose aand nd usually diagnose resolve your question o n the spo ot. 95% of aallll on spot. identified incidents aree resolved by by our level 1 engineering team. Thee remaining g incidents are escalated to Level 2 and Level 3 engineers engineers ass required until the issuee is cleared to to your satisfaction. The up-to-date knowledge knowle edge of our ou ur experienced experiencced engineers, and our ITILL processes, processess, are your assurance that any network netw work incident incid dent will be rapidly acted on and addressed. ad ddressed. Where there is a recurring recurrring incident inciden nt on your network, our problem management managem ment processs lets us ascertain the root roo ot cause. This This proactive proactivve management of your network network performance pe erformance e facilitates continuous improvement im mproveme ent and network. optimisation in your business-critical bu usiness-crittical networ rk.

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Problem management driving network efficiencies Where there is a recurring incident on your network we will instigate our problem management process as part of your managed service to ascertain root cause analysis and subsequent remediation. This proactive management of your network performance facilitates continuous improvement and subsequent network optimisation.

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A single point of contact through to resolution We understand how important the human touch is when it comes to resolving an issue on the network that supports your business. One of the strengths of our service is our extensive use of intelligent automated systems, which manage activities such as automatic communication to you that an issue has been detected and remediation has commenced.

with named individual We also provide you wi ith a name ed individua al incident right who will manage any in ncident rig ght through proactive communication until resolution. Our pro oactive com mmunicatio on the expectations with you allows you to manage th he expectat tions particularly where of your colleagues, part ticularly w here criticall business functions have e been impacted.

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Out of h hours ours cove er me eans cover means better business bu usinesss prot tectio on protection With eircom eircom m AssureN AssureNet Net Out off Hour rs, our Hours, engine eers ccan an take engineers care o k off your network when your rresources esources may b e limi ited, be limited, includ ding ev venings, including evenings, weeke ends aand nd holida ay weekends holiday period ds. periods.

Proactive incident resolution Everything we do to manage and resolve incidents on customer networks is governed by the IT Infrastructure Library. Through our ITIL framework and ISO 20000 accreditation, you can be reassured of the highest level of professionalism and rigor. According to the eircom AssureNet service level agreement you choose, we will immediately report any incidents to you and will begin remediation on any impairment in the function of your enterprise network.

Our 24-7 engineering rresources esources aare re an excellent affordable protection your way to provide affordab ble protect tion for you ur number business infrastructure.. A numbe er of eircom eircom AssureNet customers choose eirco om AssureN Net Out of supplement Hours, allowing them tto o supplem ment their during in-house resources duri ing periodss such as weekends or holidays.

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Powerful reporting capabilities eircom AssureNet has a range of reporting options, from an at-a-glance business view to a more technologically-focussed dashboard. Self-serve reports are available in near real-time through a dedicated customer portal. These reports can be customised from a library of templates to meet your specific business requirements.

performance In addition, a monthly y performa ance issued outlining reporting pack k is issue ed outlinin ng how yourr previous period network is performing for the pre evious perio od function. by critical business func ction. who Finally, for customers w ho require e ongoing engineer consultation, an eircom m CCIE en ngineer capabilities ndings reviews the capabilitie es and find dings from culminating monthly reports, culmin nating in a regular with appropriate face-to-face meeting, w ith an app propriate ongoing improvements and plan of action for ongo oing improv vements an nd network. optimisation in your ne etwork.

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Home screen

Network Dashboards

InSight Center

Explorer

Events

Maps

Reports

Tools

Administration

Preferences

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