Infrastructure Management

Over the last decade, Infrastructure management has always been about "Tight budgets" and "Cost cutting". However now Enterprises look more beyond costs and want to see value their partner can bring in. We believe that adding value to the cost is what our Client prefers.

We offer an integrated Infrastructure management solution covering the whole array of Data Center, Hardware, Software OS, Database, Applications, Analytics and most importantly the process to integrate them to function as an asset to an organization.

Server Management

Keeps your IT infrastructure running at optimum performance with our proactive server management?

The performance of your critical infrastructure is essential for business productivity and customer satisfaction, but managing servers is a costly and time-consuming activity. Should your IT department be diverting their valuable resources to this task instead of focusing on IT strategy and supporting your core business applications? Our fully-managed server management solution is designed to take away the pain of managing infrastructure so that your IT department can focus on creating competitive advantage.

Proactive support and management
Data centers and IT infrastructure is our core business; our server management solution includes proactive support, comprehensive server monitoring, hardware and resource trend reporting, hardware repair, operating system patch monitoring, alerting and installation services. We have in-house expert hosting and networking teams that work 24/7 to monitor, diagnose and support servers from the hardware level all the way up to the operating system.

For each monitored server, we set up a comprehensive run book that records the procedures required to administer the system, including contingency handling. Any open support issues are logged in our issue tracking system, with status updates around the clock. Through performance counters and optional agents, we can provide a history of server activity, including disk usage, CPU Utilization, and network activity.

    Key benefits of our Server Management service

  • Proactive service: We are able to predict performance degradation and capacity issues, allowing you to take remedial action.
  • Comprehensive coverage: We support all major hardware vendors and operating systems including x86, Solaris SPARC, Windows Server, Linux, and Cent OS.
  • Enjoy virtualization: We take the additional complexity of managing virtualised environments - including Hyper-V and VMWare - out of your hands.
  • Round-the-clock support: Our on-site teams work 24 hours a day, every day, to make sure that your servers are running at optimum performance.
  • Service level agreements: We offer service level agreements (SLA) for added peace-of-mind.

Database Management

Terrah Technologies Database Management Services ensure 27x7 availability and performance of your business-critical databases. Our experts continuously monitor, manage and ensure optimal performance of the database environment and function as an extended arm of your organization. Our clients also benefit from higher efficiency and lowered cost of database management.

Clients who have outsourced their database management to Terrah Technologies are benefiting from the reports we generate that enable improved decision making and increased end-user client satisfaction. Additionally, Terrah Technologies analytical toolset for database management can help you evaluate your options and build a better database strategy.

Terrah Technologies Service Offering

    Core Database high-end services competency development

  • Application and database grid computing
  • Application server
  • Business continuity
  • Database and application performance tuning
  • Disaster recovery
  • Backup and recovery

    Core Database Administration services

  • General support and maintenance
  • Upgrades and migrations
  • Database tools and utilities
  • Database implementation and configuration
  • DW Database support and maintenance
  • New emerging DBA Technologies

    Run and Maintenance Services

  • Database Monitoring
  • Incident Management
  • Release / Change Management
  • DB Performance Tuning
  • Backup / Recovery Management
  • Database / ERP Upgrades
  • Database and Application Patching
  • Database and Application Cloning
  • Database Security management
  • Database Space Management
  • SLA Management
  • Database Security Audits

    Build and Implementation Services

  • Implement ERP / database high availability solutions
  • Implement Database Governance & Security standards
  • Upgrade: patch set and version
  • Migration: Cross platform / database
  • Database Performance standardization
  • ERP third-party integrations

Application Management

IT infrastructure is the backbone of an organization. To derive optimal performance, it is not enough to design your IT Infrastructure and applications to provide the desired business outcomes. You must also ensure high availability, high performance, and high service levels by putting in place robust IT services. The key challenge, for IT organizations, is to deliver efficient and high-quality services for managing IT, at optimal cost.

Terrah Technologies Application Management (AM)

Services ensure that your business applications are managed and operated on a 24x7 basis to provide a secure, high-performance platform for business. ’Terrah Technologies , Global Delivery Model and ITIL-based processes ensure that all this is done within your time and budget constraints. Our AM service focuses on transforming your applications support delivery to a ‘Managed Applications Operation (MAO)’ service model with predictable service levels.

Managed Application Operations for Application Management

The MAO service model provides a set of process frameworks, a pricing engine, and a flexible governance model to transform support services to improve productivity, achieve higher operational efficiency, and cost predictability.

    Typical elements of the model

  • Enabling clients to be “hands-off” on routine operational issues
  • Focusing on user satisfaction rather than transactions, by proactively surveying users at set intervals to understand their issues and take appropriate action
  • Process streamlining and standardization based on the ITIL framework
  • Service Level Agreement (SLA) driven metrics with a penalty and bonus regime
  • A structured approach to transition and manage applications, and to decommission sunset applications
  • Incident / asset-based pricing, usually within a floor and cap range
  • Formal processes for governance, change management and communications
  • Addressing scalability, resource efficiency, cost control by consolidating and rationalizing services, resource utilization and shift workload balancing, etc.

Backup management

Terrah Technologies Managed Backup Services

  • Monitoring & Routine Tasks - 24x7x365 remote backup management operations and monitoring
  • Trouble Shooting and Permanent Remediation - ITIL, Six Sigma based continual improvement
  • Change Management - Perform multiple task like change requests, configuration management, addition, removal or decommissioning of backup client server
  • Administration Planning - Maintain standardized document and SOPs
  • Proactive Backup Management - Proactive focus on ensuring backup timeliness and completion
  • Automation - Proprietary tools to improve backup management efficiency
    Real-time reporting
  • Process Excellence - ITIL, Six Sigma framework for continual improvement
    Proven remote backup management process and methodologies
  • Flexible Service Windows - Multiple options like 24X7, 8X5 remote backup management services, After-Hours support etc.

    Managed Backup Services

  • Protect your data.
  • Protect your business.
  • Protect your reputation.

Information is the new currency in the 21st century. Terrah Technologies Managed Backup Services provides the information backup stability and predictability that you need and want to protect your data, your business, and your reputation. By optimizing backup services operational efficiency, you can increase the value of your Terrah Technologies investment.

Archival management

Proactive Monitoring and Management

  • 24x7 monitoring - not just during business hours
  • Incident remediation - real time, even at 2 am
  • Storage vendor management - enables full end-to-end insight to backup infrastructure

World Class Net Backup Experts

  • Advanced Net Backup event remediation
    • significantly decrease time to resolution - prevent the snowball effect
    • root cause analysis - prevent problems from reoccurring
  • Access to proactive and unparalleled Terrah Technologies Net Backup expertise
    • the global community of technical services and R&D - boots on the ground frontline access to problem-solving expertise
      • improve backup and restore performance
      • feature adoption
  • Proactive planning and continuous improvements - because no environment is ever static
    • capacity planning
    • patch and upgrade environment

Business Outcomes

  • Guaranteed SLAs
    • SLAs are established and enforced - enjoy peace of mind knowing your data is available
    • 24x7 escalation and event management - rest easy knowing someone is minding the store
    • Backup success, repeat failures, restores response
  • Full transparency - no surprises
    • Access to real-time reports and metrics - insight at your fingertips whenever you want
    • Predictable costs - makes planning and forecasting less ambiguous
  • Operational excellence promotes maximized investment - gain improved efficiencies across the board
    • Focused priority with weekly, monthly, quarterly analysis reviews - meet personally with your dedicated account rep vs. reading another report
    • Harness Net Backup expertise - optimized system and resources, maximized product feature usage and first line access to best practices/IP - be among the first in line to get the latest benefit of global knowledge


Network management

Through Network Managed Services, we can take full responsibility for your network, including planning, design and implementation, day-to-day operations and maintenance.


    The Network Managed Services offerings include all activities we would typically perform running a telecom network, for instance

  • Day-to-day operation and management of the entire network infrastructure
  • Management of end-customer problems escalated from your customer care function
  • Corrective and preventive field maintenance
  • Optimization of systems and services to ensure performance is maintained at or above agreed quality levels
  • Management of changes to the network
  • Installation and upgrades of equipment
  • Multivendor Support

Network Managed Services embrace multi-vendor environments, which gives you the flexibility to develop and deploy services and infrastructure by using the vendor of your choice.
The service is controlled by a Service Level Agreement (SLA) based on performance indicators.
We can also help you to secure your own in-house capability to operate the network, and while you get ready to operate we will take the full network management responsibility.


Network Managed Services will enable you to achieve desired quality at a foreseeable cost.
By letting us handle the network operation, you can focus on business strategy, services and customers.
We focus on improving operational efficiency, network quality and asset utilization, helping you to improve profitability and customer experience.

    Network Management Service Features

  • Performance management 24/7/365 by Century Link skilled operations engineers, including continuous, proactive network monitoring and real-time notification of managed devices
  • Easy-to-use Control Center interface to access network performance statistics, view alerts and create and manage trouble tickets
  • Fault management and escalation through analysis of activities to isolate and correct unusual operational behaviors
  • Configuration management for configuration faults and customer-requested changes for configuration integrity
  • Full suite of online reporting capabilities available through Control Center
  • Comprehensive device management service level agreements (SLAs) including performance thresholds for incident identification and response, policy change request acknowledgment, policy change request implementation, and emergency change request implementation

    Network Management Service Benefits

  • Fuel business growth through turnkey managed networking, configuration management, and change management
  • Refocus resources on critical business strategy and execution by simplifying network monitoring and management while retaining full visibility and control
  • Enjoy outstanding network performance through proactive issue identification and resolution backed by a team of technical experts and comprehensive SLAs
  • Leverage the full functionality of your network infrastructure without diverting resources to time-consuming technical training and development
  • Meet new demands like enabling multicast video, improving VoIP quality, and supporting virtualization initiatives.
  • Redirect operational dollars to strategic initiatives to make IT a competitive differentiator rather than a cost center
  • Reduce staffing costs while maintaining around-the-clock coverage by the Century Link network operations center (NOC)
  • Scale and customize the network management services you receive to match your business needs and comfort level
  • Accelerate resolution of network availability and performance incidents for routers, switches, firewalls, printers, and other devices
  • Maintain continuity write access to routers to roll back changes easily and bring new devices online
  • Lease, purchase, or use your own equipment with CPE maintenance options

Process Management

Business Process Management Services

Terrah Technologies offers a rich experience and deep expertise in Business Process Management (BPM) technology. BPM, the enabler of business agility in today’s world, offers process automation and optimization as a form of technology-enabled continuous improvement. With BPM, your business is as good as your processes are, determining your edge over your competitors.
Typically, Business Process Management solutions are complex pieces of middleware technology that are benefitted by past experience or advanced training. As a Business Process Management (BPM) solution provider, our differentiators come from a sustained understanding of integration solutions, our real-world experience in identifying, designing and working with complex and diverse business processes, our proven methodologies born out of those experiences, and our combination of highly skilled onsite and offshore teams for successful BPM engagements.

Terrah Technologies Business Process Management (BPM) Vision
Our vision of BPM over SOA combines the architectural philosophy of SOA with the process excellence of BPM. Working in tandem, SOA provides the standard-based services for your enterprise, while Business Process Management provides the freedom to design, execute, monitor, and re-optimize your business processes in a continuous cycle of feedback and refinement. In using BPM over SOA, Terrah Technologies is, therefore, leveraging the synergy between two Technologies to provide a cost-effective but robust process platform to your enterprise.

BPM Competency Center & Services
To enable customers on this journey of continuous process optimization, Terrah Technologies focuses on a competency center-driven approach to BPM implementations. The outcome of the competency center is a set of services that work towards creating robust business process platforms for global 2000 customers.

Business Process Management (BPM) Service Offerings

To help transform your business, we offer the following services.

  • Process Implementation: We can help you begin your BPM efforts with a clear understanding of the issues and pitfalls integral to sustained process implementation. Processes, technology, and people are fundamental to process implementation. Our experts can help you on this journey of change.
  • Process Modeling: We identify your current business processes and business model; create new processes; execute and govern these processes using our BPM governance mechanism, and refine the deployed processes to match them to your stated requirements and business goals.
  • Process Optimization: To improve your business results and ensure that your BPM solution is fine-tuned to your dynamic business goals, we monitor and manage the processes deployed in your enterprise.
  • Support & Maintenance: Our pool of BPM experts are trained to provide skilled support for and maintenance of your BPM engagements.
  • Testing: We provide comprehensive and cost-effective testing for BPM engagements using our award-winning SOA and BPM testing framework, Terrah Technologies ; alternatively, we can test your BPM implementation using a testing tool of your choice.

Business Process Management Services Organizations need to be more efficient, effective and agile to address the dynamic business environment. They need customer-centric processes with a focus on innovation, flexibility and integration with technology.

Terrah Technologies Business Process Management (BPM) Services will help you drive business excellence and get real-time process insights.

    Client Challenges

  • Provide visibility to end-to-end business processes
  • Facilitate standardization of business practices across geographies or business units
  • Integrate businesses during mergers and acquisitions
  • Cope with the decrease in margins and revenues
  • Address customer needs efficiently and effectively
  • Assess the maturity of existing processes in the absence of adequate tools / technology / methodology

What Terrah Technologies Provides

Terrah Technologies BPM Services delivered within its FORE™ transformation methodology helps you drive business excellence. Our services provide a framework for continuous improvement and effective management of business processes.
The insights developed on the basis of our domain knowledge and the detailed process mapping help you improve your end-customer experience and accelerate time-to-market. Terrah Technologies Business Process Analysis and business scenario development expedite the technology deployment cycle.

    Our BPM Services include the following

  • Process modeling
  • Process simplification and consolidation
  • Transformation and change impact analysis
  • Optimization with risk management
  • Business analysis and change impact analysis for rapid IT development
  • Business test design

    Business Value

  • Simplify business processes to drive effectiveness, efficiencies, and agility
  • Manage risks and compliances
  • Gain greater visibility into your organization
  • Introduce new designs faster
  • Reduce costs and improve revenue streams
  • Improve customer service levels

Alarm management

Alarm Management Lifecycle Solutions

Control room operator roles have changed dramatically over the years. The advent of new types of automation technology with more control loops and higher process complexity has increased demand on the operator’s attention. Basic Process Control Systems (BPCS) allow the operator a more detailed interface with the plant facility. However, since the interface graphics are often poorly designed, alarms are commonly used as a way to poke the operator and call his attention to something that he or she has missed making it difficult to interpret and act upon plant operating scenarios. The BPCS also provides the ability to configure more alarm types with essentially no added cost. The disadvantage is that alarm configurations may easily be implemented with little thought given to operator response, much less how the operator determines the root cause. As a result, operations may now have to deal with whether a displayed alarm is valid and useful to the operator. Additionally, the new alarm set points may not allow time for the operator to respond or may just become a nuisance that the operator has to filter out during day to day normal operations. Now the perceived low added cost of adding alarms begins to become more inflated due to reduced productivity for the control room operator. Fortunately, there are services that help operations leaders deal with alarm management.


    Terrah Technologies Solution delivers expertise for Alarm Management Lifecycle areas including

  • Alarm Philosophy definition and implementation
  • Identification of potential alarms
  • Rationalization and Documentation of existing and new alarms
  • Detailed Design - Basic, HMI, and Advanced Alarming Techniques
  • Implementation of Master Alarm Data Base (MADB)
  • alarm management program audits


  • Training on Alarm Management Concepts
  • Alarm Philosophy and Alarm Management Consultation
  • Pre-work consisting of data retrieval and research.
  • Pre-population of the rationalization database with relevant alarm data and attributes.
  • Facilitator and Scribe for Documentation and Rationalization (D/R) meetings
  • On conclusion of the D/R meetings, Terrah Technologies Solution will develop a draft Resolution report containing Alarm rationalization metrics (Number of alarms rationalized, priority distribution, change in a number of alarms, alerts etc). These draft reports will be issued to the client for comment. On receipt of client comments, Terrah Technologies Solution will develop and issue the final Alarm Management and Resolution report.

    Benefits of Alarm Rationalization

  • Ensures that each alarm is meaningful and actionable
  • Meets the criteria set forth in the alarm philosophy
  • Correct prioritization
  • Proper activation points of logical condition
  • Proper documentation
    • In addition, all necessary detailed design information will be captured; including any advanced alarming requirements.
  • Best practices on alarm response operations are captured
    • The best operator’s skill becomes available to all
  • Reduces Alarm Load on the Operator
    • Less Stress on the Health of the Operator
  • Reduces Incidents by providing timely operator advisory information during alarm events.
    • Avoiding unplanned plant upsets and events which can lead to plant outages and improves a plant’s reliability
  • Reduced Cost
    • Lower Insurance Premium Potential
    • Lower Maintenance Costs

Service Desk

IT Service Desk As consumerization sweeps across the globe, cloud and mobile Technologies are enabling and empowering employees like never before. The traditional service desk is not only expected to support an increasingly diverse range of Technologies and platforms, but must also match the level of personalization, empowerment, and speed that an average employee is used to outside the workplace. Failing in this will eventually lead to employee dissatisfaction, loss of motivation, and a decrease in productivity.

In our digital era, as IT aligns itself to business, the service/technical help desk must emerge from its fire-fighting mode and shift focus - from problem management to offering pre-emptive and proactive support.

Terrah Technologies IT Service Desk

Terrah Technologies manages more than 20 million service desk contacts annually, for over 160 enterprise customers, helping create some of the most modern and efficient workplaces. Terrah Technologies global delivery footprint spans 20 service delivery centers supporting over 26 languages, and its IT infrastructure support services help make service desks proactive, highly personalized, and more importantly, business aligned. You will be able to resolve issues faster and with an efficiency that ensures that your employees are spending their valuable time on the business that matters.

    Service Components of Terrah Technologies IT Service Desk

  • First and Second Level Support - for logging, tracking, resolution, and reporting of help desk incidents and service requests. Involves activities associated with restoring normal service operations as quickly as possible and minimizes the adverse impact on business operations.
  • Service Request Management - encompasses all activities - from accepting and logging of a service request, to request prioritization, request fulfillment, and subsequent closure.
  • Global Account Management Automation - of user provisioning and de-provisioning processes, using workflow and identity management tools from IBM, CA or Sun.
  • Service Readiness and Improvement - Terrah Technologies Service Readiness team acts as an enabler in supporting new applications, software, and hardware rollouts, and in bringing changes to the environment. Operational improvements are made by reducing the number of tickets, reducing recurring incidents, and performing effective root cause analysis, problem management, and more.
  • Critical Incident Management - for critical incidents, the CIM team immediately swings into action, opens up a conference bridge, coordinates for resolution with multiple parties, and sends regular updates to business and IT stakeholders based on the escalation matrix.


Terrah Technologies service desk services and solutions offer business-aligned user support which is predictive, proactive, and personalized to end users, based on user-profiling and automation.

    The benefits include

  • Enhanced user experience
  • Increased efficiency through automation
  • Pre-emptive resolution of issues

Reporting and Analytics

Terrah Technologies Consulting for Reporting and Analytics

Information generated by an intelligent enterprise is useless if it's not put to work in the lines of business. Terrah Technologies integrated reporting and analytics solutions are built on a model-based platform that increases the accuracy of enterprise data and delivers actionable information increasing your confidence in the foundation of key business decisions. Terrah Technologies consultants rely on functional and technical expertise to understand your reporting and analytics requirements and provide a solution that can be tailored to enable your company. With accurate, predictive reporting and analytics, you can find patterns and insights hidden deep inside your enterprise data, giving you a competitive advantage in the market.


  • Leverage the expertise of Terrah Technologies Consulting to build an industry-specific, best practices-based reporting and analytics solution
  • Pull together business data from a variety of sources to get a complete and accurate view of your enterprise
  • Reduce user barrier to entry with easy-to-use interfaces, built for line of business managers
  • Build your analytics solution on an integrated, single-vendor platform served by an extensive ecosystem of partner solutions

Enterprise Reporting & Analytics
There is a paradigm shift in the way an enterprise consumes information. There is growing democratization of BI; end users are now empowered through not just reports, but through a variety of ways including powerful data discovery and visualization and predictive analytics.

Why Enterprise Reporting and Analytics Services?

    Implementing Enterprise Reporting and Analytics, in the modern world, requires a modern approach to the design, implementation, and management of the solution

  • Data Discovery andVisualization: intuitive solutions matching the mental model and conducive to the power of visual perception
  • Collaborative BI, combining the power of analytics with traditional BI
  • Enhancing quality of decision making through setting the information to the context
  • Business user enablement and less dependency on IT

How Can TAKE Solutions Help?
TAKE specializes in crafting the right BI solution for your business needs by finding the right combination of people, best practices, and technology to transform your information resources into actionable intelligence with its Business Intelligence and Analytics services. TAKE implements the technology and processes for collecting, understanding and sharing the information that can improve the organization’s business performance.


  • Consulting and advisory services
  • Implementation, maintenance, and support
    • Data Discovery & Visualization
    • Descriptive Analytics (Reporting)
    • Predictive Analytics