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ITSM

Gensol provides end-to-end infrastructure management solutions that optimize and manage an enterprise’s Infrastructure. Information Technology (IT) brings along with it big opportunities for today’s managers and techno entrepreneurs. However, this also brings in big challenges and along with it huge investments and huge recurring expenses as well. Requirements from business managers and end users are increasing every day. The most challenging task is to have very minimal or no downtime of various IT platforms and ensuring availability of all types of skilled manpower for an effective IT Infrastructure. Gensol understands the effective management of this infrastructure which is critical and non-core activity for most businesses. These services require specific expertise and know-how, which Gensol understands and can bring to the table to assist our clients.

Infrastructure Services

Infrastructure is beginning to play an integral part in delivering an agile and flexible end-to-end business service. The ability to manage the underlying Infrastructure components is becoming increasingly complex due to the speed of technological innovation. The need for agility and flexibility to gain competitive advantage has created an imperative for enterprises to look at strategic differentiation using newer models, such as Modular Global Sourcing, for delivering services. Gensol provides end-to-end services across all IT Infrastructure service domains, through a continuous life cycle of “Plan, Design, Implement/ Migrate and Manage”. Gensol is able to deliver these services to clients in the most consistent, predictable and cost-effective manner, leveraging its Global Delivery Model.

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    Systems, Network & Applications

  •  Systems Management
  • This includes Operating Systems (e.g. SUN, TRU64, HP-UX, VMS, Windows), Storage and Web Servers. The activities that are being delivered for these include and are not limited to monitoring, batch scheduling, inventory management, software distribution, system administration, backup and recovery, system performance and capacity planning.

  •   Database Management
  • This includes databases like Oracle, Progress, DB2, Sybase and SQL server. The activities that are being delivered for these include and are not limited to resource monitoring, database design, database creation and build, database schema management, performance management, space management, S/W upgrades and installation.

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  •   Infrastructure Applications
  • This includes applications like Microsoft Exchange and IBM Lotus Notes. The activities that are being delivered for these include and are not limited to user management, mailbox administration, and queue management, analysis on mail delivery failures, administration of mail routing, group management for mailing and administration.

    Business Application Monitoring Support this includes activities like 24×7 monitoring and management, alert/batch job monitoring, EOD processing, batch job processing, incident management and helpdesk services.

  •  Application Support
  • This includes activities like incident management, problem management, root cause analysis, trend analysis.

  •   Application Environment Management
  • This includes activities like application environment (Dev/Test/Prod) set up, emergency bug fixes, code deployment, release and change management activities.

  •   Enterprise Products Support
  • This includes activities like administration (L1 & L2) support for enterprise applications like SAP basis, EAI applications like Vitria, Tibco, web servers like WebSphere, WebLogic, Middleware products like MQ series

  •   Communication
  • Gensol Communication Service practice delivers business solutions to the global telecommunication players offering their services in Wireline, Wireless and Cable & Broadband segments. Gensol believes that companies should change their operational priorities to win in a business world being flattened by globalization, demographics, technology and regulation. Gensol is helping leading communications service providers to effectively transform their legacy systems and process and profitably launch new converged services based on VoIP, IPTV, IP Multimedia Subsystem (IMS), Scenario Based Customer Service.

IT Service Management

Information Technology (IT) brings along with it big opportunities for today’s managers and technopreneurs. But it also brings in big challenges and along with it huge investments and huge recurring expenses as well. Requirements from business managers and end users are increasing every day, e.g. the demand for around-the-clock support from systems as well as from support personnel, the demand for system mobility, flexibility and new applications in a fast pace. The most challenging task is to have a nil or very minimal downtime of various multi IT platforms and ensuring availability of all types of skilled manpower for an effective IT Infrastructure. Costs are increasing, especially the workforce costs and the hidden costs, i.e. the cost of system down time, the cost of poor support etc. In addition, finding and keeping the IT skills within the company can be difficult and costly. New technologies require new training and sometimes new hire. Here is where Gensol’s IT Service Management Portfolio along with our “Value Based Proposition” Business strategy can help you to overcome this scenario and helps you to cut down on IT infrastructure downtime and increase availability and increase your ROI.


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Service Support & Service Delivery

ITIL defines a set of best practices for the management of IT services. Gensol has adapted ITIL best practices in its business model.

Service Delivery is the management of the IT services themselves, and involves a number of management practices to ensure that IT services are provided as agreed between the Service Provider and the Customer. Service Support is focused on the user of the IT services ensuring the highest possible availability.


Operations Support – Desktop/Network/Server Management

Gensol’s one-stop Accelerated Deployment solution offers a cost-effective, predictable and customized transition to new Windows™ technologies. It seamlessly delivers planning and execution, including remote deployment and rigorous testing, with minimal disruption to end-users and your business. Key features include.

  •   Quick Assessment
  • A quick assessment framework with specially designed questionnaire and tool sets.

  •   Core Services
  • OS Migration, Office File Migration, Application Packaging, Automated Deployment.

  •   Management Services-
  • Program & Vendor Management, Solution Management, Change Management, Deployment management.

  •   SOE design
  • Design a Standard Operating Environment (SOE) including image build and maintenance.

  •   Asset Management
  • Detailed hardware inventory o Web-enabled reporting.

  •   Software Distribution
  • Pilot rollout/ Testing of software validity Impact Analysis Security Updates Service packs

  •   Patch Management
  • Patch Discovery Full Patch Impact Analysis in a lab environment Patch Deployment in production environment

  •   Handheld Management
  • Policy-based software management Encryption of sensitive corporate data

  •   Account Management
  • Automated Password reset screen Automate the user management process through scripts

  •   Antivirus Management
  • Continuous vulnerability scanning for latest updates Random sampling of desktops to ensure correct signature updates across all the desktops in an organization

  •   Remote Control
  • Start a chat session with the target Send and/or Receive Files/Directories to and from a Target Take control of the remote machine; execute commands and applications (active state)

  •   Help desk
  • Life cycle Ownership of Incident. 24×7 Support Single point of contact for mobile support and partner support

  •   Desk side
  • OS / Hardware Fixes o IMAC (Install, Move, Add, Change) Single point of contact for all repair needs Security Services – User Provisioning, Identity Management

    Communication Service Providers

  •   Network Design Assistance
  •   Solution Roll-out Support o Service Delivery
  •   Remote provisioning o Service Assurance
  •   Technology migration Assistance
  • Equipment Manufacturers

  •   Enterprise Customers
  •   Network Design Assistance
  •   Remote Deployment
  •   Solution Testing & Implementation support
  •   Network Performance Optimization
  • TAC Support

  •   Global Network Management – L1, L2, L3
  •   Network Application Performance Optimization
  •   QoS Management Vendor Management
  •   Managed Security