Region: USA

Industry/ Domain: Retail - Apparel, home, family and health care products

Functional Area: Supply chain planning, integration and execution, retail management, retail web management, infrastructure

The client is a chain of leading retail stores based in the United States. With annual revenue of 4 billion dollars and more than 16,000 employees, the company operates over 160 stores

The business challenge for the client was to maintain a profitable growth in the changing business landscape. This was the driver for the client to concentrate on its core competency of retailing while handing out the IT operations to HCL. The client wanted to do away with its entire IT operations from development, maintenance and support of key processes to infrastructure support, customer support and service delivery.

?Outsource internal IT division

?Reduce overall cost of IT

CUSTOMER DESCRIPTION

HCL facilitates a leading retailer optimize its operational IT costs through managed services

BACKGROUND

KEY BUSINESS CHALLENGES & CLIENT REQUIREMENTS

?Customized data centre hosting

?DC consolidation within the stipulated timeframe

?Reduce technology risks associated with unsupported or non-strategic hardware and software

?Improve flexibility and agility of service model to reflect future business requirements

?Reduce vendor management overhead through strategic partnering

?HCL embarked on this journey in May 2010. HCL was selected by the client for its expertise and proven methodology in managing the breadth of applications and infrastructure related components

?Collaboration: The co-sourcing vs. outsourcing model was the key focus

?Other factors that facilitated the selection were:

?Relationship style: Co-sourcing model with client retaining strategic control and HCL executing operations and projects; flexibility in relationship

?Best practices: Introduction of ITIL framework; SLA metrics orientation and technology solutions leveraging industry knowledge, service request automation

?Onsite-offshore cost effective model which considerably reduced the cost of project implementations

?Access to the best in class IS capabilities and latest technologies

?Integrated infrastructure and operations (IOMC) model

?HCL's strong presence across America

?Experience in the DC migration and consolidation

?De-risked transition

?Transition: Rehire to retain the business knowledge & Waved approach

?Higher initial onsite ratio

?Improved performance

?Maintain the current levels of SLA

?Improve industry benchmarks, where SLAs are not dependent on existing environment

?Defined plan to cover gap between target and current SLAs, if any

?Increased use of industry best practices and tools

ENTER HCL

THE SOLUTION

?Reduced operational risk

?Ability to execute change that is not constrained by available capacity

?No risk to SLAs on increased project activity

?Transfer of people risk to HCL

?Increased visibility in operations

?Variable capacity and costs

?Pool of business knowledge and technology expertise

?Built-in enhancement effort to meet the basic development need

?Variable development only team aligned with actual planned demand

?Customer services: Service desk, desktop support, Wintel (including VMware and Citrix), IMAC, service improvements (ITIL processes, automation and reporting), account management, networks support, networks security and system security

?Data center services: Unix, Mainframe admin, SAN, DC operations, Websphere application server, Websphere MQ, database (Oracle and MS SQL) and tools

?Tools: Ciscoworks, Netcool, Control-M, CA Unicenter, SolarWinds, Veritas Netbackup, HP Open View, Riverbed Cascade

?IT service desk/ Vendor management/ Co-ordination

?24x7 Infrastructure monitoring/ Production support

?Level-2/ 3 support for servers/ Storage/ Back-up/ DBA/ Mainframe/ Networks/ Windows/ Unix

?Security

?24x7 application operations support

?Engagement management/ Customer touch point

?Technology refresh, architecture, engineering

?Hosting through partner (Fujitsu)

HCL SERVICES SNAPSHOT

HCL OFFSHORES SERVICES

HCL ONSITE SERVICES

?Onsite-offshore cost effective model, which considerably reduced cost of projects

?Integrated infrastructure and operations (IOMC) model

?Introduction of ITIL framework; SLA metrics orientation and technology solutions leveraging industry knowledge, service request automation

?Enhanced responsiveness to business needs

?Substantial cost-saving by “managed services” model and by leveraging offshore for IT service delivery

?Skill pool available for changing business needs

?HCL partnership will strengthen the client’s information services team to provide better/ optimized solutions for the business problems/ needs

?HCL's work experience with various retail customers and retail CoE will enable this

We started this journey during the later part of 2010; currently,

?Infrastructure support is managed completely by HCL

?Apps support and an enhancement (for SCM and CORP tower) is fully managed by HCL

?With HCL's CoE strengths, projects like Hyperion upgrade, eCommerce workflows are being executed

BUSINESS BENEFITS

ENGAGEMENTS HISTORY/ CURRENT STATUS

Hello, I’m from HCL! We work behind the scenes, helping our customers to shift

paradigms and start revolutions. We use digital engineering to build superhuman

capabilities. We make sure that the rate of progress far exceeds the price. And right

now, 90,000 of us bright sparks are busy developing solutions for 500 customers in

31 countries across the world. How can I help you?

www.hcltech.com