© Copyright 2005 Wipro Limited 1 K N K Venkataraman Vice President – Managed Services Wipro...

© Copyright 2005 Wipro Limited 1

K N K Venkataraman

Vice President – Managed Services

Wipro Limited


Agenda

IT and Business requirements

Meeting The Next Generation Requirement Challenges

A Case Study


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


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)


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?


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


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.


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


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


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


A Case

Study


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


Screen Shot of Customer Portal


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 [email protected]

© Copyright 2005 Wipro Limited 1 K N K Venkataraman Vice President – Managed Services Wipro...

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