Dashboard
The Managed Services Technology  has a built-in web dashboard driven user interface (UI) that gives EAPEN a bird's eye view of IT assets (servers, desktops, network devices) across the clients sites.

Easy Client Provisioning
The entire client provisioning process is handled through our web portal whether it is to add new clients, new servers, define escalation workflows, patch processing time, etc.  Once a new client is defined, the system automatically creates site specific setup files for the agents to be deployed on servers and desktops. The agents, upon deployment, automatically communicate with the Data Center and configure themselves.

Reporting Engine and Executive Reports
The Managed Services Technology (MST) reporting features contain pre-defined reports for asset management, performance trending, patch analysis, antivirus and anti-spy ware details as well as change reports.  MST also generates "Executive Reports" either on-demand or at the end of the month which can be presented to the customers for review.

Autonomic Best Practice Monitoring
A major problem facing Small and Medium Business Enterprise is configuring software to manage and monitor applications, which translates into knowing which event log IDs need to be monitored, which patterns to look for in custom log files and which performance counters to pay attention to.   EAPEN has built a database of best practice monitoring policies. When the agents are deployed on servers they automatically import the best practice policies specifically needed for each application from the Data Center Application and apply them to the servers being monitored.

Access Control and Auditing
The Web Portal supports Role Based Access Control so we can assign an engineer to a single site or multiple sites. This Role Based control carries over when using the Remote Management Console, so the same engineer will only have remote control access to those sites which they are assigned.  All remote access attempts are logged with a reason as to why the remote control was initiated.

Synthetic Transaction and Response Time Monitoring
MST has e-mail and web response time monitoring functionality where every 5 minutes e-mail servers are sent a "test" e-mail to check whether e-mail transport is working correctly. Similarly, the web monitoring application does a synthetic check against web applications to check if they respond correctly.

Monitoring and Trend Reporting
MST features include monitoring for availability, performance, capacity and security with an advanced escalation and an alerting system to proactively notify our engineers in case an element in your network develops a problem. Secondly, MST stores the data gathered from monitoring for generating trend analysis reports, analytical reports and summary reports. Such reports are very useful for planning and predictive analysis which in turn can drive projects and additional efficiencies.  MST works on a remote monitoring architecture and supports a variety of protocols such as SNMP, WMI, Event Log Monitoring, SSH/Telnet, PerfMon, etc.

Servers/Devices
Servers and the server operating system are monitored for various parameters such as CPU, memory, disk, event log information, critical processes, services and response time. Directly out of the box, MST’s features include monitoring parameters for Windows, Linux, IP Devices and SNMP enabled devices such as routers, switches and firewalls.

Applications
EAPEN has pre-compiled parameters to monitor well-known applications such as Exchange, SQL Server, Terminal Server, Oracle, Citrix, Anti-Virus, Blackberry and a host of other applications. The ability to monitor the entire stack of the application and the server makes problem detection and planning very easy.

Backup
Monitoring and managing backups, especially tape backups, are highly time-consuming tasks.  MST has an extensive module dedicated to reporting and monitoring backups from applications like Veritas Back Exec. Issues like tracking failed and completed jobs, time taken for backups and reports on restores are all included.

Asset / Inventory Management
MST contains a detailed inventory management module that automatically scans a network and develops a comprehensive inventory of desktops, servers, software and network configurations. IT asset audits, determining license compliance and determining upgrades is easy. This module also features change tracking, hardware and software, between multiple asset scans.

Remote Control with Screen Capture
MST allows either permission based or unattended remote control of desktops and laptops when they are connected to the Internet. Similarly, EAPEN engineers can use the MST solution to remote into servers through RDP without opening ports or without needing to know the server's IP address. Every remote control session has audit and screen capture functions.

Software and Job Deployment
MST Solution can be used to deploy software, updates and fixes automatically to workstations and servers across the network.  Any package or script can be deployed such as a MSI package, a batch file or a custom developed package.

Patch Management
MST Solution has a built-in engine to scan the network for missing security patches which can then be automatically downloaded, packaged according to each machine's configuration and delivered.  As part of the patch management process we have a security team in place that provides a whitelist / blacklist service for all Microsoft patches and updates.

Password Vault
A significant issue in providing a managed service is providing secure access and auditing of the use of passwords used by technicians to access the customers' systems.  We use a unique Password Vault technology which addresses this problem by automatically changing passwords used by technicians and providing a controlled/audited process for accessing those passwords.

Malware / Spyware Protection and Removal
The MST Solution incorporates a comprehensive engine (Counterspy from Sunbelt Software) that runs seamlessly and automatically in the background daily to protect desktops against  malware, spy ware and worms.

Antivirus
MST can track and verify the integrity of well known antivirus programs and alert a system administrator of unsynchronized antivirus definition files.  EAPEN also bundles, at no extra cost, AVG Professional antivirus for server, desktop and gateway protection.

Trouble Ticketing and Integration
MST has an integrated trouble ticketing system for tracking alerts and service tickets.