CONTROL-M Level 1 Support Services

This service is sold along with software licenses and replaces BMC Level 1
Support

•GSS America provides telephonic and email support services for BMC
CONTROL-M.
•Technical advise will be provided to client over email or Telephone Call.
•WebEx is used to access CONTROL-M environment for diagnosing and fixing
the issues if required.
•For every incident reported by client, support team open’s a ticket in remedy
and progress can be tracked.
 CONTROL-M Training Services

• GSS America has a pool of skilled BMC CONTROL-M trainers and offers
training services to clients.
• Enhances the skills of existing CONTROL-M staff.
• GSS America provides three levels of training
– Scheduler 1 - Operator Training (Introduction to CONTROL-M and its concepts)
– Scheduler 2 – Scheduler Training
– Administrator Training – Covers all aspects of product administration from installation to
troubleshooting
• Training is delivered on-site, online (Web) or at GSS America’s training
facilities in Hyderabad.
 CONTROL-M Migration Services

• GSS America has wide Upgrade and Migration Experience with CONTROL-
M, be it a upgrade/migration from older versions to the latest or migrating
from other job schedulers to BMC CONTROL-M.

• Over 500 CONTROL-M Upgrade/Migration projects successfully completed.

• Expertise in migrating the production environment from almost all Job

Schedulers to CONTROL-M, including custom developed applications.

• Developed specialized tools to automate the migration process and reduce

error percentage, manual intervention, time and Cost.
 GSS RIM Support Services for CONTROL-M
Deliverables

•Installing and configuring

•Job scheduling CONTROL-M components
•24 x 7 production job
monitoring. •Calendar management •Trouble shooting with
•Alert monitoring and •Trouble shooting with CONTROL-M Components
handling. CONTROL-M server and agent •CONTROL-M server
connectivity issues Administration
•Perform simple fixes like
job re-run, one time job • Trouble shooting with •Migration
editing if possible. NOTOK jobs.
•Database mirroring and
•Escalating Job failures, •CONTROL-M component trouble shooting
Service delays and other management from
exceptions. Configuration Manager •Cluster management
Level1 Services

•Providing product • Trouble shooting with •Database size and capacity

Level2 Services

documentation / product EM/Server connectivity issues. planning

updates.

Level3 Services
•Creating and managing •SSL Administration and
•Advising product Fix Packs. shout destinations. management.
•Starting and Stopping •Corba configuration and
•Server Availability & trouble shooting
services and scripts.
Performance statistics
• Job Sysout and Log •CONTROL-M security and
handling. Authorizations.
•Performance & Trend Analysis
•Service Performance report

Reports
GSS America BMC Relationship
• Elite BMC Partner
• Certified Services Provider
– Certified First Level Support
– Certified Training Instructors
– Conversion and Implementation Experts - Real Life Expertise
• BMC Technology Alliance Program
– BMC MarketZone Certified Product Offerings
• Worldwide Presence
• Dedicated Support
– Level 1
– Managed Services
• Dedicated Development Team that creates custom CONTROL-M application
enhancements and interfaces
 GSS Introduction
• GSS America was founded in 1999 and has since been a leading Global IT
Services company focused on providing scalable and cost-effective
solutions using global delivery model.
• Acquired Infospectrum Consulting in 2006
• Certifications
– CMMi Level 3 Certified
– ISO 9001
– ISO 2000
– ISMS 27001
• Global Footprint includes offices in:
– India
– Dubai
– Kingdom of Saudi Arabia
– United States
– Singapore/Malaysia
• Annual Revenue of approx. 100 Million USD
• Staff of 1,000+ Globally
 GSS America BMC Products and Services

• Software
– GSS America Application Interfaces
– GSS Web – A tool which web enables the BMC Enterprise Manager GUI
(much like Citrix) http://ctm2k3.gssamerica.com/gssweb
– GSS Reporting Facility which provides over 75 customizable reports specific
for the customer’s CONTROL-M environment.
http://ctm2k3.gssamerica.com/ReportFacility

• Services
– Level 1 Application Support
– Control-M Upgrade / Migration
– Control-M Training
– Remote Infrastructure Managed Services Support
Questions?