Teleperformance has deployed Netbotz from APC for physical and environmental monitoring at each location. This system allows for real-time video monitoring as well as temperature, humidity, airflow, dry-contact and air particle environmental monitoring. The system records and stores the video capture at any time movement is detected in the cameras masked area. The environmental statistics are stored in a central location.
Teleperformance utilizes Unicenter enterprise and systems management technology from CA for centralized Network, Server and Desktop management. The network management solutions include Unicenter Network and Systems Management “NSM” from CA. The server and desktop management solutions include Unicenter Asset Management, Software Delivery and Remote Control from CA. Our service desk application at Teleperformance is Unicenter Service Desk from CA. Below is a brief summary of function each of these solutions provides: CA Unicenter Network and Systems Management (NSM) Monitoring of systems and application resource errors Monitoring of network devices, interface status and utilization Event management for automatic recovery procedures upon failures Command and Control Center providing Network Operation Center (NOC) holistic manageability. Our NOC provides geographic portal dashboards with real time status indicators and drill down capabilities. By double clicking on a geographic icon we can drill down from geographic views to custom specific view and down further to the root cause of problem. The ability to drill down to a root cause provides us visibility down to items such as an exceeded disk quota or failed process or hardware error. Some other capabilities of our NOC include:
Event notification in real time via email or service desk ticket generation Correlation of multiple events to identify root cause Color coded status indicators on map in our World Wide NOC Dashboard visualization based on geography, client, application or combination Business Process Views group related network and systems management into common dashboard views
CA Desktop and Server Management Unicenter technologies enable the proactive, automated life cycle management of desktops and servers by allowing Teleperformance to define policies that govern the delivery of patches and updates. It provides real-time insight into assets and automates critical life cycle management processes such as inventory, deployment, patch management, maintenance and migration. This helps standardize our IT environment -- which is critical for streamlining system support and mitigating security-related risks. CA Desktop and Server Management is made up of three main components: Asset Management, Software Delivery and Remote Control.
CA Service Desk has become the cornerstone for automating IT processes and providing audit trails for regulatory compliance. Service Desk provides Teleperformance a reliable foundation to improve efficiencies and improve productivity. Service Desk has enabled Teleperformance to accelerate service and support, improve productivity, closely align the service desk with the business, and help reduce costs.
Provides initial discovery and inventory of hardware and software assets across the enterprise, software "metering" for reporting on application usage and licensing, asset management and automation, performance monitoring, and extensive cross-platform reporting.
Automates the deployment and migration of software across laptops, desktops, servers and PDA devices in the business environment. Provides specific target selection, automated installation, installation scheduling, installation method control, and complete reporting.
Provides centralized configuration of remote access to devices using common security mechanisms and integrates with network directory services for user authentication. User-friendly interface with full reporting and recording capabilities for use in Quality Assurance, follow-up training, and IT end-user support.
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