Services Catalog 2009

Table of Contents

ManageIT Standard Services
System Inventory and Audit
Patch Management
Software Deployment
Remote Control
Help Desk / Trouble Ticketing
System Monitoring and Alerts
Windows Event Log Monitoring and Alerts
Comprehensive Reports
Network Policy Enforcement
Maximum Security
Linux Services
Administration Services
Network Equipment Services
VizionCIO
Supported Software and Equipment
Add-on Modules
Backup and Disaster Recovery
Vizion Security Suite
Vizion Security Suite Storage

ManageIT Standard Services

Secure Vizion's ManageIT suite of services is a comprehensive set of services designed to allow small and medium sized businesses to regain control of their IT infrastructure and instill predictability to an environment that has been historically difficult if not impossible to budget.Our services allow your IT staff to focus on your core business rather than on the mundane and cumbersome task of day-to-day management.

Our services are comprised of a standard set of tools and processes designed to streamline the management of our customer's networks. In addition to the standard set of services, our customers have the option of including backups, Virus and Spam filtering, IM filtering and more to their customized solution. At Secure Vizion, we understand that every network is different, and we strive to provide the services you need to support your business.

System Inventory and Audit

To get to the root of any problem and provide solutions quickly and efficiently, IT managers need a complete hardware and software inventory of servers, workstations, mobile computers and software on their networks. This task gets increasingly difficult as the network expands beyond the walls of the organization to multiple locations including employee homes.

The Secure Vizion web-based ManageIT services deliver a complete and comprehensive hardware and software inventory right to your fingertips. Automatic recurring computer audits keep inventory up-to-date and accurate at all times. Using only a Web browser, Secure Vizion and your IT staff can quickly access the computer inventory information needed to manage the network efficiently and instantly audit the licenses in use on your equipment, regardless of equipment location worldwide.

• Complete PC Inventory and Configuration
• Workstations, Notebooks, Servers
• Location independent
• LAN, WAN, Mobile and Remote Users behind NAT and Firewalls
• All hardware
• CPUs, PCI cards, memory and drives with user notes
• All installed software:
• Licenses, version numbers, path and description
• System information from DMI and SMBIOS including:
• PC make, model, serial number, mother board type
• Over 40 other detailed configuration items
• OS information, version number and service pack
• Inventory of internal and external network links
• Current network settings including:
• Local, WAN and gateway IP addresses
• DNS, WINS, DHCP, and MAC address
• CPU, RAM and Disk Volume details
• Printers, local and network
• User defined fields to capture additional system information
• Rapid and Easy Deployment
• Deploy in minutes without physically visiting a computer
• No impact on users
• No downtime
• Automatic Baseline and Scheduled Computer Audits
• Up-to-date and accurate inventories
• Applications and drivers are all at the most up-to-date version
• Close security holes
• Reduce interoperability issues
• Transparent to the user
• Centralized Inventory Repository
• Complete hardware and software profile is stored on the server
• Inventory data is always available
• Complete computer summary on one screen
• Pinpoint failures by manufacturer and model
• Software License Compliance

Patch Management

IT Administrators know that when their network is at risk, the organization is at risk. It is a daunting task to keep up with and apply security updates within the IT infrastructure. Especially if the networks span multiple locations, include multiple domains, traverse multiple firewalls, and include remote and home users.

Patch management is also not just scanning and applying patches. Often times patches need to be deployed in a test environment, undergo an approval process or require multiple steps to deploy, for example a SQL server patch. Secure Vizion provides the tools and infrastructure to enforce policies and to easily address the complexities of security patch deployment.

From fully automated patch deployment to script based automation for a customized deployment, Secure Vizion delivers a secure and comprehensive enterprise class automated patch management solution to help keep security holes closed with a mouse click. Secure Vizion Patch Management provides IT Administrators with the tools they need to be successful and keep the organization running.

• Automatic and Recurring Patch Scans
• Can be scheduled or ad-hoc
• By computer, group or user defined collections of computers
• Scans networks for installed and missing security patches regardless of the size of the environment
• Automates the tedious process of researching
• Detects vulnerabilities
• Identifies which patches are installed and date installed
• Determines which patches are needed
• Monitors and maintains patch compliance throughout your entire enterprise
• Secure Vizion Agent Technology
• Does not require multiple patch servers
• Ensures that all systems are protected, even remote users on laptops and workstations
• Implement across entire network, not just servers
• Always know what patches and security holes reside on each user's system
• Patch Approval
• Approve or deny selected patches
• Select by user defined computer collections
• Automated Patch Deployment
• Scheduled by time, computer, group or user defined collections of computers
• Simultaneously deploy all required patches
• Across operating systems
• Support for Windows 2003, 2000, NT, XP, 98 and 95
• Single rollout strategy and policy enforcement
• Maximize uptime
• Interactive Patch Management
• Select to deploy by Patch or Computer
• Selectindividual computers, groups or user defined collections of computers
• Ad-hoc simultaneous deployment of selected patches
• Across operating systems
• Across locations
• Flexible Configuration
• Patch file location
• Patch file parameters
• Reboot actions and notifications
• By computer, group or user defined collections of computers
• Saves bandwidth
• Security and policy control

Software Deployment

IT Administrators need a tool that helps them keep up with the constant software deployment and update requirements without physically touching every computer. This task is even more complex and difficult if the computers are located across multiple networks, locations or disconnected locations such as home users. Using our services, your IT department can reduce operating costs by reducing the man hours required to perform common tasks.

Secure Vizion completely automates the deployment and installation of software applications and updates. Whether the software is off-the-shelf, custom, or just a few files complete and comprehensive installation packages can be easily created and deployed with the click of a mouse. Secure Vizion provides IT Administrators the tools they need to automatically, remotely and correctly deploy software the first time.

• Remotely Deploy Software and Install any Application
• Entire application suites
• Individual file updates
• Hot fixes, security settings, device and printer drivers
• Content distribution
• Support for Standard Software Installation Programs
• Automatic detection
• Windows, Wise, Install Shield, Custom
• Supports all Windows OS - 95, 98, NT, ME, 2000, XP, 2003
• Automatic Software Distribution
• One, all or selected computers
• Servers, workstations, notebooks
• Flexible scheduling
• Full roll back
• Easy and Comprehensive Scripting
• No scripting language to learn
• Manipulate any file and/or registry key
• Ability to launch/close any applications
• Scheduled remote reboot
• Automated error and failure handling
• Automatic OS detection
• Dramatically Reduce Application Deployment Time and Costs
• Create custom installation packages
• Enterprise wide installations of multiple applications
• Capture changes from one system, package and replicate to many
• Replicate desktop and server customization
• Flexibility - works right the first time!

Remote Control

To increase productivity and responsiveness IT Managers and users need to access servers, workstations and mobile computers securely and quickly. The Secure Vizion web based, fullyintegrated IT application delivers a complete, fast and secure remote access and pc remote control solution for you and your users even behind firewalls and NAT.

Using only a Web browser, IT managers, service providers and end-users can quickly and securely access their computers from anywhere. With Secure Vizion, you have the tools, flexibility and information you need to be successful.

• Access Computers from Anywhere with a Standard Web Browser
• Administrators and employee users can access host computers from any Web browser
• No additional infrastructure or IT resources are required
• No software installation on your servers
• Save Time, Increase Productivity and ROI
• Remote control included for all computers with no added cost
• Provide remote training and troubleshooting
• Improve response time
• Reduce travel
• Transfer Files Between Local and Remote Computers
• Access computers behind gateways (NAT) without port mapping
• Simple Windows drag and drop interface
• Firewall Friendly
• Secure Vizion leverages Web-based screen-sharing technology to work with your
  existing firewall and Internet infrastructure
• No ports to change or open
• No configuration of IP addresses
• No extra hardware of software to deploy
• Access computers behind gateways (NAT) without port mapping
• Maximum Security
• Protected against man-in-the-middle attacks
• All communications between the host and local connection encrypted 256-bit RC4 using a key that rolls at least once per day
• No open ports on the client side
• No plain-text data packets passing over the network
• Nothing available for an attacker to exploit
• Systems and data are secure when using Secure Vizion as your remote-access
  solution
• Flexible Configuration and Control
• Use with existing remote control programs
• WinVNC, PCAnywhere, RAdmin and Terminal Server
• Password protected
• View only, user notification and video options
• Configure on a per computer basis

Help Desk / Trouble Ticketing

IT Administrators know that managing user expectations and keeping a history of all issues and resolutions is key to providing quality support and business feedback. The organization and the users need and expect quick assistance and resolution to their problems.

The Secure Vizion ManageIT services provide a comprehensive integrated help desk and trouble ticketing system. Users and support personnel can interact in real time to report, diagnose and resolve issues quickly and efficiently without physically visiting the desktop. Secure Vizion provides IT Administrators the tools they need to resolve issues quickly, keep users happy and the organization running.

• Track User Issues and Resolutions
• Create and track issues in detail
• Configurable alerts based on issue creation and update
• Complete issue history tracking with user, date and time stamp
• Support for file attachments and screen shots
• Configurable online views
• Accessible from anywhere using a standard Web browser
• Knowledge base access
• Integration Provides Overall Flexibility and Productivity
• View complete hardware and software inventory
• Easily pinpoint hardware and software changes
• Provide immediate troubleshooting and issue resolution
• Immediate remote control to the user from the issue view
• Increase user satisfaction, productivity and ROI
• Integrated Online Chat
• User has immediate access to support personnel
• Secure and limited to the organization
• No additional software or network configuration required
• Flexible Configuration
• E-mail alerts to support personnel based on issue criteria and computer groups
• User definable issue categories, priorities and statuses
• Flexible support personnel and user access policies

System Monitoring and Alerts

IT Administrators need to know what is going on with the systems within their networks. Proactive monitoring of servers, workstations, remote computers, Windows Event Logs and applications is critical to security, network performance and the overall operations of the organization. Down time is not acceptable.

The Secure Vizion ManageIT services provide proactive, user defined monitoring with instant notification of problems or changes. Administrators receive a system alert when critical servers go down, users alter their configuration or a possible security threat occurs. Secure Vizion provides IT Administrators the tools they need to proactively manage their systems and keep the organization running smoothly.

• User Defined Monitoring and Instant Alerts
• Monitor the Windows Event log
• Alert on hardware and software changes
• Alert on specific file changes and protection violations
• Know if disk space is running low on computers
• Monitor computer online/offline status
• Know if a server goes down
• Know when traveling users with notebooks connect
• Alert message and recipient configuration
• Automated LAN Discovery
• Automatically discover all devices on the network
• LAN Monitoring Alerts when new devices are detected
• Easily view all known and unknown devices

Windows Event Log Monitoring and Alerts

As with system monitoring, event logs should be monitored for changes, and alerting performed on critical events. This activity is critical to security,
network performance and the overall operations of the organization. Down time is not acceptable. Say goodbye to reliance on manual log review to identify problems.

Proactively Monitor the Windows Event Log

• Know of a problem before the user reports the issue
• Monitor the Application, System and Security Event logs
• Identify the alert criteria
• Event types, Event IDs
• Immediate and secure web based access from anywhere
• Without remote control or physically visiting the computer
• Access event logs for any computer
• Control Task Manager for any computer
• Monitor computer online/offline status
• Know when traveling users with notebooks connect
• Alert message and recipient configuration
• Automated LAN Discovery
• Automatically discover all devices on the network
• Alert when new devices are detected
• Easily view all known and unknown devices

Comprehensive Reports

IT Administrators need quick and easy access to the details of their networks. The ability to accumulate, track and analyze data over time is invaluable for tactical and strategic planning.

The Secure Vizion ManageIT services provide comprehensive integrated reporting for all data collected and stored in the system. From hardware and software inventory to bandwidth usage and server uptime, Secure Vizion provides IT Administrators the information they need to effectively manage the network infrastructure.

• Complete Integrated Management Reports
• Detailed list, table and graphic style reports
• Complete and customizable reports
• Hardware and Software Inventory
• Complete Computer Changes
• Disk Utilization
• License Usage and Compliance
• Network Usage and Statistics
• Server and Workstation Uptime History
• Help Desk Trouble Tickets
• Computer Logs and Status
• Security Patch and Update Status
• Schedule Reports for Automatic Distribution
• Get the information you need when you need it
• Access to the system is not required to view reports
• Flexible scheduling parameters for all reports
• Distribute automatically to selected e-mail recipients
• Easily view and change schedule at anytime
• Flexible Report Customization
• Report for all, groups or specific computers
• Detailed filtering and content selection
• Add your own logo
• Immediate viewing with hyperlinks for quick data access
• Save reports with selected parameters for reuse
• Saved reports can be designated as private or shared
• Export report data to HTML, Microsoft Word or Excel

Network Policy Enforcement

IT Administrators need an easy and quick method to implement and enforce access policies throughout the computing infrastructure. The ability to enforce network policies is an important foundation for a secure computing environment.

Secure Vizion ManageIT services provide easy policy management and enforcement for files, network access and applications. With little effort and minimal time, Secure Vizion provides IT Administrators an easy and efficient method to enforce access policies throughout the organization.

• Apply and Enforce Policies Easily
• No consulting or training required
• Works with all Windows environments
• 95 thru 2003 Server
• Domains and active directory not required
• File, Application and Network access policies
• Detailed network usage reports with drill-down
• File Access Policies
• All, groups or specific computers
• One or multiple files
• Total restriction or by specific applications
• Network Access Policies
• All, groups or specific computers
• Integrated with software inventory
• Permit or Deny application access
• Automatically "learn" application access
• User notification option
• Track network usage by computer and application
• Application Access Policies
• All, groups, or specific computers
• Select one or several applications

Maximum Security

Secure Vizion designed the ManageIT services with comprehensive security throughout. Secure Vizion is dedicated to providing services that meet the highest security standards. Listed below are some of the security features included in our management toolset.

• Secure Vizion Agent
• The Secure Vizion platform architecture is central to providing maximum security. Each computer managed has a small agent installed. The agent
  initiates all communications back to the server. Since the agent will not accept any inbound connections, it is impossible for a third party application to attack the agent from the network.
• Firewalls
• Secure Vizion does not need any input ports opened on client machines. This lets the agent do its job in any network configuration without introducing susceptibility to inbound port probes or new network attacks.
• Encryption
• Secure Vizion protects against man-in-the-middle attacks by encrypting all communications between the agent and server with 256-bit RC4 using a key that rolls every time the server tasks the agent (typically at least once per day). Since there are no plain-text data packets passing over the network, there is nothing available for an attacker to exploit.
• Secure Access
• Administrators access the Secure Vizion server through a Web interface after a secure logon process. The system never sends passwords over the network and never stores them in the database. Only each administrator knows his or her password. The client side combines the password with a random challenge, issued by the Secure Vizion server for each session, and hashes it with SHA-1. The server side tests this result to grant access or not. The unique random challenge protects against a man-in-the-middle attack sniffing the network, capturing the random bits, and using them later to access the Secure Vizion server.
• Web Access
• The Web site itself is protected by Secure Vizion Patch Management. The Secure Vizion Patch scan is run on the Secure Vizion server every day. As soon as new patches are released, the Secure Vizion patch scan automatically detects they are needed and applies all security patches automatically. Finally, for maximum Web security, Secure Vizion employs SSL certificates to encrypt communications with the server.

Administration Services

Secure Vizion, if desired, can implement customer request moves adds and changes with the customer environment. This includes changes to Active Directory users and groups, security configuration changes, implementation of customer software solutions and more. The number and frequency of changes is determined by the service level chosen and can be customized to suit your business needs.

Network Equipment Services

Management of network equipment is essential to the security and stability of your business environment. Secure Vizion has included equipment configuration management and monitoring into our ManageIT service in order to ensure the highest level of customer satisfaction. We have listed a the currently supported equipment below, though this list is ever expanding.

• Supported Platforms
• Cisco
• Juniper
• Sonicwall
• HP
• Dell
• Symantec
• McAffee
• APC
• Functions Performed
• Monitoring and alerting
• Firmware installation (if needed)
• Configuration management
• Moves, adds, and changes
• Security Auditing and Review

VizionCIO

Secure Vizion ManageIT would not be complete without regular process review and interaction with our customers. In fact, we use a standard process for the support of our customers that includes regular discussions with your business regarding not only the services we provide, but also ways your business processes could be improved. We at Secure Vizion want to become your partner in success.

• Step 1 - Assessment
• Using our standard set of tools, we assess the IT environment to establish a baseline for security, reliability, recoverability, and scalability. This assessment includes Hardware and Software, as well as a full internal and external security vulnerability analysis, using both our standard management application for patching status and industry standard vulnerability scanning tools.
• Policy and Process review is included where applicable, and if needed, Secure Vizion can assist with their creation as well.
• Step 2 - Recommend
• Based on the findings of the assessment, changes may be recommended to improve your network or business through implementation of emerging technologies, or simply reconfiguring technologies already in place. Changes may also be required to policies and processes to ensure security and stability.
• Step 3 - Improve
• Recommended changes are implemented with little or no impact to the normal operation of your business. Major changes are implemented as a separate managed project, assuring your network suffers minimal impact.
• Step 4 - Maintain and Monitor
• Much like regular oil changes are necessary to ensure your car continues to run, regular maintenance of servers and applications is necessary to ensure availability of critical network resources. Along with implementation of best practice equipment management, we establish a regular maintenance schedule with weekly, monthly, quarterly, and yearly tasks to ensure your data and servers are available when you need them.
• Step 5 - Go back to step 1

Supported Software and Equipment

While we strive to support all customer applications, it is imperative that we define the software we can support directly. Level 1 support for software outside of this list is included provided the customer is willing to both maintain a support contract with the manufacturer of the application AND assist in the creation of a knowledge base for standard user issues. Secure Vizion can provide level 1 assistance for software packages outside the scope of supported software. Anything beyond Level 1 support will be provided by either the customer IT staff or the manufacturer. Equipment on this list should be supported by a valid support contract with the manufacturer. All support is provided on a best effort basis.

• Productivity Software
• Microsoft Office Suites Version 2000 and above
• Word, Excel, PowerPoint, Access, InfoPath, BCM, Publisher, Project and Frontpage
• Operating Systems
• Windows 2000 and above for Server and Workstations
• Older operation systems such as Windows 95 and 98 are not longer supported by
  the manufacturer and thus are a security risk. For this reason we will not support
  these operating systems.
• Server Suites
• Microsoft
• Microsoft Exchange Server
• 5.5, 2000, 2003, 2007
• Microsoft SQL Server
• 2000, 2005
• Project Server
• SharePoint
• Services and Portal Version 2003 and above
• Virtual Server 2005
• VMware
• Workstation
• Server
• GSX and recent server versions only
• Converter
• Symantec
• Backup Exec version 9 and above
• Veritas Cluster Server 4.0
• Storage Foundation
• Enterprise Vault (version 6 and 7 only)
• Tumbleweed
• Email Firewall
• Security Software
• Trend Micro
• Symantec
• McAfee
• Forefront
• Networking Equipment
• Cisco
• Routing, Switching. and Security
• VPN Concentrators
• Juniper
• Firewalls
• SSL VPN Equipment
• Sonicwall
• Firewalls
• McAffee
• Foundstone
• Intrushield
• Caymas
• SSL VPN Server
• Symantec SGS firewalls
• Miscellaneous
• WinZip
• WinRAR
• Adobe Acrobat
• Paintshop
• Adobe Illustrator
• Abobe Dreamweaver

Add-on Modules

Secure Vizion add-on services allow your organization to customize a comprehensive solution to address all your business IT needs. Each service is individually priced and complements our standard suite by adding additional security and manageability to your environment. With the exception of the backup services, all can be sold independent of our ManageIT solution.

Backup and Disaster Recovery

Secure Vizion Backup and Disaster Recovery (BU/DR) provides real-time automated disk backup, disk imaging, file level backup and bare-metal restore for Windows servers and workstations.

Automation, superior performance, ease of use and security are the cornerstone features of Secure Vizion Backup and Disaster Recovery. Unlike conventional file-based back-up products, Secure Vizion BU/DR creates an image of the entire system state, including operating system, user settings, applications and data. Applications and servers are always available since the backup process does not require system downtime.

Once a backup is created, Offsite Replication ensures that image and folder backups are immediately and automatically transferred and stored safely away from the business location. This process is completely automated and eliminates the need for a person to remember to take backup media, such as tapes, home or drop them off at a location for storage.

Data can be recovered quickly and easily with Secure Vizion Backup and Disaster Recovery. Whether it is a simple need to recover a few files, restore a system from a crash or recover systems from bare-metal in the event of a disaster, Secure Vizion BU/DR provides our customers with the most comprehensive, reliable, and cost effective server and workstation protection.

• Fully Automated Real-Time Backup
• No user intervention required
• No system downtime required
• Schedule full and incremental imaging
• Schedule folder and file backups
• All processes are automated and occur when scheduled
• Complete Disk Imaging
• Sector level backup
• Multiple partitions
• Full and incremental images provides for granular restoration points and
  reduced file size transfer for offsite replication
• Complete data protection all programs, settings, configuration, system and user
  data
• Fully Automated Offsite Replication
• Scheduled time periods
• Occurs automatically without user intervention
• No downtime required
• No tapes or other media to transport
• Fast and Easy Recovery
• Granular date selection for recovery
• Remotely mount drive volumes
• Complete system image restoration
• Drag and drop restoration of folder and files
• Bare-metal image restoration
• Minimizes downtime
• Flexible Configuration and Control
• Configure globally, by group, OS type, etc.
• Granular by server or workstation
• Scheduled and unattended backup and file restoration
• Remote and automated deployment
• No need to physically visit the server or workstation or customer site
• No additional hardware or software is required

Vizion Security Suite

Vizion Security Suite includes anti-spam and anti-virus filtering for your e-mail before it enters your environment. It also includes IM filtering and logging, as well as Web filtering and logging should you choose to enable these features. This service is provided via a fully redundant global network that has a historic uptime of 100%!

Vizion Security Suite Storage

Vizion Security Suite Storage includes the Vizion Security Suite plus Archive. Our archive enables your organization to save all incoming and outgoing mail for the period of time you specify on a fully redundant, protected global network with a historic 100% uptime. The base package includes 1GB of storage per user, which is cumulative for the entire organization with additional space available for a minimal cost if necessary. Whether your goal is regulatory compliance or protection of data, our storage option is the right choice.