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Our capabilities include:
- Network Visualization - Inventory, Performance Statistics, Services Availability
- Reporting – Real-Time Alerting, Quarterly Business Review
- Response – Trouble Ticketing, KTL Service Desk Remote and Onsite
- Maintain - Back-up Verification, Anti-virus Verification
- Manage - Patch Management, Vendor management, Daily Administration
- Security – MBSA scanning, External Vulnerability Assessment
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KnowManager's monitoring provides visualization, alerting, reporting, and baseline
security scanning of your network. Having access to this information means issues
affecting the security, performance and reliability of your network can be identified
and dealt with before they become problems.
What you get
Visualization: The central collection and web based display of data obtained
from our installed KnowManager client application. Visualization includes the following items;
- Systems Inventory – A listing of all detected hardware and installed software often
including CPU, Memory, Disk, OS Versions, and major application version.
- Operational Statistics – Central reporting of disk, processor, and memory utilization
data, which can be collected via WMI or SNMP monitoring via industry standard policy modules.
- Event Logging - Central view of Windows server events meeting failure or error status
based on industry standard policy modules.
Alerting: KnowManager email notifications to designated technical staff of
performance or event issues which warrant further review. Depending on the severity of the alert,
the issue may have an associated trouble ticket created and/or be escalated to additional
technical staff.
Reporting: Reports can be accessed real-time on-demand via a web browser or scheduled for
delivery by email.
Security Scanning: The comprehensive security testing of systems over internal and/or
external links in order to detect potential security vulnerabilities.
- Internal testing: KTL utilizes MBSA – Microsoft Baseline Security Analyzer. This
is a tool provided by Microsoft used to analyze and report on the security configuration
of a Windows based network. Analysis is conducted through regular scans for possible
security risks of all Windows-based devices on a network. . Indentified exposures that
are deemed serious and those declared as critical by MBSA are reported through the KnowManager
platform.
- External vulnerability scanning: Through our Platinum service level KTL performs,
using an industry standard security scanning application, a comprehensive scan of your network.
This scan is conducted external of the network looking for potential vulnerabilities that might
allow a breach of your network security. After the scan is completed, we provide analysis of the
results and a recommended course of action to resolve any issues that was discovered.
KnowManager's maintenance ensures that your network is being kept up-to-date
through daily administration, patch management, backup verification, antivirus verification and
quarterly business reviews. Our systematic approach to s network management will increase the
operational efficiency and productivity of your IT infrastructure.
What you get
Daily Administration: KTL will perform server application level management
to handle day-to-day tasks, such as add/remove users, password resets, AD management, e-mail tasks.
Tasks are performed upon request and within the client’s response level.
Patch Management: The review and installation of vendor supplied fixes to
address an operating system’s security, performance, or compatibility. In the case of Microsoft
Windows this is a weekly process, Linux and Mac systems this is a monthly process. KTL evaluates
patches based on a variety of conditions to determine its relevance to each client and supported
system.
Antivirus Verification: Monitoring of anti-virus software to ensure
clients are maintaining a current definitions files. KLT will support the customer's licensed
software such as Symantec and MS Forefront, or other approved applications. Antivirus software
upgrades are not included.
Backup Verification: Monitoring of backup application to ensure that it
operates as engineered. KTL will support the customer’s licensed software such as Backup Exec,
Microsoft DPM, and VaultLogix, or other approved application. We will verify that configured
backup jobs, of client specified data, are completing successfully. Backup software upgrades
are not included.
Quarterly Business Review: Review and update on all work completed in the
last quarter and a discussion of project(s) in progress. Identify IT solutions that will
address existing and future requirements allowing client to make proactive, informed financial
decisions.
KnowManager's support delivers a service desk offering remote & on-site
support, external vulnerability scanning, vendor management and annual IT planning sessions.
Our Maine based staff provides friendly and professional technical support. All support items
are ticketed in our electronic system for trafficking, tracking, and reporting. This ticketing
system provides real-time knowledge of the past, current, and possible future support needs of
your organization.
What you get
Service Desk: The Support Desk acts as a central point of contact for all
technical support, including hardware and software questions and installations, networking,
network connection requests, and troubleshooting. Staff may submit requests online, by sending
e-mail to servicedesk@knowtechnology.net, or
by calling 866-741-3269. Support is normally available from 8:30 AM to 5:30 PM Monday through
Friday, except on posted holidays. Off hours phone based Support is directed to a third party
call center for dispatch to Know Technology personnel. Email Support requests can be submitted 24/7.
- 2 Hour Response Time: The time between receipt of the call and the time than a KTL
staff member begins working on the issue. Due to the wide diversity of problems that can occur,
and the methods needed to resolve them, response time IS NOT defined as the time between the
receipt of a call and problem resolution.
- Remote Support: A secure service that allows KTL staff to assist an end-user in
solving computer issues, either by showing what steps to take via screen sharing, or with
permission, taking control of the desktop/server/device and performing a task remotely.
Remote Support is often used in conjunction with phone support.
On-Site Support: As requested/required skilled technicians can be dispatched
to provide a wide variety of network support services. During an on-site visit a technicians can
be assigned routine tasks, support issues, troubleshooting, general maintenance, system
configuration and end user changes.
Vendor Management: Client can authorize KTL to work on their behalf with
their other technology vendors to ensure that proper level and quality of service is achieved.
This can include such vendors as ISP and system manufacturers.
Annual IT Planning Session: KTL staff will meet with client to assist with
IT planning. KTL will review current IT situation, current utilization of IT in client's business,
and future requirements. Based on the review, KTL will prepare summary with recommendations for
IT planning purposes. Review, preparation and presentation are limited to five hours total.
Please contact us today to schedule your KnowManager on-site demonstration!
Please call 207.236.4237 or email us at sales@knowtechnology.net for more information.
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