Post on 12-Jan-2016
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K N K Venkataraman
Vice President – Managed Services
Wipro Limited
© Copyright 2005 Wipro Limited 2
Agenda
IT and Business requirements
Meeting The Next Generation Requirement Challenges
A Case Study
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Today’s Data Center Realities
• Most infrastructure components underutilized
– Pervasive overprovisioning for peak service requirements
• Domain-based infrastructure support groups and operations
– Few common tools and procedures/processes
• Inconsistent service-level management and communications
– Most business users do not understand their service levels
• Incomplete information on equipment counts, status, and ownership
– Weak infrastructure costing models and processes
• Inconsistent services and solutions with limited infrastructure leverage
• Adherence to Security Compliance
Most data center environments are still struggling with Most data center environments are still struggling with unmanaged complexity, few standards, etc., leading to unmanaged complexity, few standards, etc., leading to
optimising opportunitiesoptimising opportunities
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Aligning IT to business goals – Maturity of IT Operations
54% of Customer
33%
13%
Level 1
Level 2
Level 3
Level 4
Level 0
Chaotic• Ad hoc• Undocumented• Unpredictable• Multiple help
desks• Minimal IT
operations• User call notification
Reactive• Best efforts• Fight fires• Inventory• Initiate problem
management process
• Alert and event management
• Monitor availability (up or down)
Proactive• Monitor
performance• Analyze trends• Set thresholds• Predict problems• Automation• Mature problem,
asset and change management process
Service• Define services,
classes, pricing• Understand costs• Set quality goal• Guarantee service
level agreements• Monitor & report on services• Capacity planning
Value• IT & business
metric linkage• II improves
business process• Real-time
infrastructure• Business
planning
Source: Gartner Research (April 2004)
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Business Requirements Driving IT
How do I optimize TCO on the tools investment I have already done?
How can I consolidate different sets of tools, people and process for network management, server monitoring and databases administration?
How can I reduce time and effort to integrate and manage the disparate IT of our newly acquired business with our existing IT?
How can I optimize availability of expert resources to provide support for the few critical heterogeneous systems during non-prime time?
How can I reduce time and effort to migrate and manage new IT environments?
How do I ensure that the system administrators do not maliciously tamper with the server?
How can I ensure that database administrators do not accidentally shut down the production database instead of development database?
How can I easily get the audit trial for all change management to report security (SOX) compliance?
Which are the business processes affected if my network NJZ014 goes down?
How do I get live update on the impact of IT availability on business before my CEO asks me?
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Addressing Challenges
ConcernOptimizing existing tools and integrating new tools
Skill optimization & new technology assimilation
Mitigating malicious attacks and avoiding human errors
Linking business impact to IT availability
Always available MIS
SolutionTools Agnostic
Virtualization of IT Administration
Enhanced Security
Business Impact Reporting
Live Online Reporting
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Addressing customer concerns throughThe next generation managed services (1 of 2)
Optimizing existing tools and integrating new tools
– Tool agnostic process: Process is protected from the tool used for monitoring. It means the capability to solve the problem of global integration / M&A situations.
Skill optimization & new technology assimilation
– Virtualization of IT operations: Level-1 engineers do not have to re-learn commands if infrastructure changes. For e.g. if all Lotus Notes environment changed to Microsoft Exchange.
Mitigating malicious attacks and avoiding human errors
– Enhanced security: It is a very new idea not to let even System Administrators have System Administrator passwords. Instead, they are given one time access to the "sick" device. What it also means is that we completely avoid any one inadvertently touching healthy devices.
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Addressing customer concerns throughThe next generation managed services (2 of 2)
Linking business impact to IT availability
– Business impact reporting: This is the holy grail of enterprise management. To be able to report which businesses / geographies are impacted because of a infrastructure problem.
Always available MIS
– Live online reporting: Provides 24x7 live update for open incidents and provides for online analyze of current statistics and historic data.
Aligning IT services to customer business requirements
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Schematic Diagram
Site ASite A
Site BSite B
Tool ATool A
Tool BTool B
Tool BTool B
Tool CTool C
WAN
Managerof
Manager
Password Vault
Reporting Reporting EngineEngine
Service Service ManagemeManageme
ntnt
ITOITOSite CSite C
Service CentreService CentreSitesSitesMonitoring Tools
Technology
Agnostic
ServiceManageme
nt
CustomerPortal
InternetAlert
Alert
Alert
Alert
IPLC
MPLS
ID/PWD
AlertsBSM
Ticket
Correlated
Alerts
CPECPE
CPECPE
CPECPE
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Business Value of the next generation managed services
• Higher value-add services to your users and Business Units
• Centralized delivery model – better control on quality
• Automated Service delivery – higher reliability
• Tools agnostic Technology - increases addressable customer and tools set
• Service delivery over Internet - reduction in cost and faster transition time
• Higher security features – alleviates typical user concerns
• Platform agnostic technology – requires lower skill people
• Better reporting features – transparent to users
• Highly conducive for remote services
• Scalability – Can lead to non-linear people model
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A Case
Study
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Wipro’s Next Generation Global Command Center
Ensuring 99.95% availability of IT infrastructure spread across the globe by delivering remote monitoring and management services from the Global Command Center (GCC)
Services from GCC
Monitoring Administration Diagnostics Trend based
consulting Elements covered:
Servers, network, OS, databases, applications, storage and security
Architecture
NOC locations in U.S and U.K
POP locations in U.S, U.K and Japan
GCC across multiple locations in India.
GCC – BS15000 certified site
Countries Covered
POP Location
NOC
Global Command Centre
Benefits delivered
Proactive 24X7X365 support
Industry expert skills Proven process
oriented service operations
Scalable architecture World class
infrastructure backed by principals
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Screen Shot of Customer Portal
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Thank You
Our PromiseWith utmost respect to Human Values, we promise to serve our
customers with Integrity, through Innovative, Value for Money
solutions, by Applying Thought, day after day
K N K VenkataramanVenkataraman.knk@wipro.com