Layer 1

A central SMS server and a linked SQL server which holds the corporate inventory database

Layer 2

Primary SMS servers running Windows NT as their operating system. They exist to share the load of distribution to the logon servers and to localise the majority of network traffic generated to be on the local links. They also hold a local SQL inventory database.

Layer 3

Existing logon servers, for instance local LAN servers running Novell, Lan Manager, or Windows NT Server.

Layer 4

Existing clients.

Upgrade versions of packaged software on request

Improve efficiency of resource allocation.

2 Hour Service.

Standard tested configuration.

Determine optimum version on SMS.

Send to user.

Check job completion.

Local Services.

Deliver/install new shrink wrapped software.

Improve efficiency of resource allocation.

Same day as RMS job authorised.

Standard tested configuration.

Determine optimum version on SMS.

Send to user.

Check job completion.

Local Services.

Third Party Supplier.

Problem & Query Resolution

Reduce number of field visits required.

Average resolution time reduced.

Increase number of problems resolved on 1st/2nd customer contact.

Supporters use inventory/configuration database, remote diagnostics, and ultimately, remote control in the processes.

Local Services.

Service Desk.

Departmental support.

Applications Support.

Fault reduction

Complexity reduction

Pro-active software version management. Pro-active configuration management.

pro-active alert and event management

Pro-active local network/traffic monitoring

Cleaning up virus infections

Almost eliminated

Deliver up to date guards.

Pro-active checking for viruses.

Search for dangerous new strain.

Local Services.

Surveying installed computer base for project suitability and asset management.

Eliminated.

Results in 2 days.

Generate reports from local or central SMS database.

Local Services.

National Projects.

Customer Departments.

Documenting and organising installation of new versions.

Eliminated

Network Integration Centre / Infrastructure Services build SMS delivery package.

National Projects.

Field installation of new versions of BT corporate projects.

10 day normal service.

24 hour emergency service.

Standard tested configuration.

Schedule delivery on SMS for optional/large time window upgrades.

Infrastructure Services send mandatory, fixed time upgrades centrally.

Check job completion

Local Services.

Management of remote post offices, printer servers etc.

On-site visits almost eliminated.

Faults fixed remotely, software upgraded remotely, remote reboot, remote program execution.

Local Services.

Upgrade/update, new facility tuition.

Can be done remotely where most effective.

Use remote control.

Local Services.

Service Desk.

National Projects.

Applications Support.

Request extensive personal and machine information from customer

Eliminated.

Ask if connected to SMS.

Possibly electronically copy SMS record to Info/Man.

Service Desk.

Inventory Maintenance.

Eliminated.

Maintenance savings.

Update Info/Man from SMS database.

Service Desk.

Third Party Maintainer.

Third Party Maintenance Management.

Second visits to replace units

Much reduced.

Exact unit type looked up in SMS database for first visit.

Third Party Maintainer.

Install / re-install software by floppy disc

Much reduced time.

Install from SMS (server).

Customers.

Local Services.

Back-up software (as opposed to data !)

Eliminated

Rely on SMS to re-deliver if needed.

Customers.

Software on demand. Latest versions.

Quicker fixes. Proactive support.

Cheaper support

Customer.

PC unavailable during lengthy installations.

Install time reduced.

At time of customers choosing.

Deliver via SMS and allow large window to execute installation script.

Customers.

Technical validation of orders.

Improved certainty of correct add-ons.

View current configuration.

Provision.

Local Services

Eliminate wasted licences.

Enterprise licences enabled by exact monitoring from SMS database.

Licence Management.

Management information.

Asset report generated from SMS database.

CSO . Portfolio. Financial.

General Management

'BT Environment ' templates. Key telephone numbers put on new PCs.

Available to all.

Current.

Deliver data and templates etc. through SMS.

Corporate Information.

New services.

Approved shareware.

Software loans. CSO Communications.

Electronic customer surveys etc.

CSO.

Local Services.

Product management and technical support.

SQL Database Support (& national report generation).

Configuration and change control.

Central Server management.

Non-CSO SMS servers.

Software & Installation Script Packaging. Emergency and fixed time deliveries (National Projects).

Infrastructure Services.

Tool/function

Pre-requisite

Upgrade/update software. New facility tuition.

x

x

SMS

Inventory Maintenance

x

x

SQL SERVER

Software on demand. Latest versions. Quicker fixes. Proactive /cheaper support.

x

SMS CLIENT

Remotely execute real time diagnostics

x

x

SMS

Remotely configure client/peripheral devices.

x

x

SMS

Remotely demonstrate fault resolutions.

x

SMS

Remotely deliver device driver files.

x

SMS

Generate and receive system alerts.

x

NT 3.5

Remote reboot of clients.

x

SMS and NT 3.5

Enterprise licensing of software.

x

SMS

Request software re-installation after crash.

x

SMS CLIENT

Automatically receive latest enterprise licence software

x

SMS CLIENT

Upgrade packaged software on request.

x

Deliver/install new shrink wrapped software.

x

x

SMS

Problem & Query resolution

x

x

SMS

Survey installed computer base for project suitability and asset management.

x

SQL ACCESS

Installation of new versions of BT corporate projects.

x

SMS

Management of remote sites/post offices.

x

SMS

Generate program and machine group s for local software delivery.

x

SMS

Generate and receive system alerts.

x

SMS and NT 3.5

Remote reboot of clients

x

SMS and NT 3.5