HCL Technologies Enhances IT Management Experience with Strategic CA Technologies Partnership

CUSTOMER SUCCESS STORY | June 2014

CLIENT PROFILEIndustry: IT servicesCompany: HCL TechnologiesEmployees: 96,000Revenue: $6.5 billion

BUSINESS HCL’s mission is to deliver business value for customers, partnering with them to craft sustainable, technology-led solutions to business challenges.

CHALLENGEHCL needed a modular, fl exible IT management software platform at an affordable cost and superior service levels

SOLUTION HCL Technologies has partnered with CA Technologies since December 2010. CA Technologies solutions form the backbone of its IT outsourcing and cloud services..

BENEFITHCL Technologies has been able to increase the effi ciency of IT management four-fold, and is taking its relationship with customers beyond the contract by offering exceptional service levels to maximize profi tability and competitive advantage.

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BusinessHelping customers transform their businesses with ITHCL Technologies brings IT and engineering services expertise under one roof to drive sustainable business outcomes for its customers. Leveraging its extensive global offshore infrastructure and network of offi ces in 31 countries, HCL provides holistic, multi-service delivery in such industries as fi nancial services, manufacturing, consumer services, public services and healthcare.

As part of its ‘Employees First’ initiative, HCL Technologies empowers staff to nurture their customer relationships with values such as trust, transparency and fl exibility. So whether it be enterprise application services, IT infrastructure management, custom application services, engineering and R&D services, business services or enterprise transformation services – HCL puts customer interests above all else, and believes in taking the ‘Relationship Beyond the ContractTM’ to create distinct competitive advantage.

ChallengeDriving sustainable growth To drive sustainable growth in its IT outsourcing business, HCL Technologies needs to be able to offer exceptional service levels, adapt services to meet changing customer needs and keep its operating costs as low as possible to maximize profi tability.

The company therefore needs an IT management platform that is fl exible, scalable and programmable. Kalyan Kumar, Sr. VP and Chief Technologist at HCL Technologies comments, “As an outsourcing business, we need IT management solutions that allow us to build our own intellectual property and are agile so that we can onboard new customers quickly.”

To meet the company’s stringent quality standards and cost constraints, HCL Technologies’ IT management solutions also need to offer a low total cost of ownership. Kumar adds, “The year-on-year running costs of our IT management platform need to be considered as well as the acquisition costs, so we are always looking at ways in which we can improve staff effi ciency. This led us to review the tools we were using for our IT outsourcing service.”

SolutionA strategic allianceHCL Technologies has had a strategic alliance with CA Technologies since December 2010. It is one of a select number of Global Service Providers, leveraging CA Technologies solutions to provide IT services to companies across the globe.

The company has established a fl exible, modular IT outsourcing platform based on more than 15 CA Technologies solutions. Kumar comments, “We decided to partner with CA Technologies as we need a platform that can support Software-as-a-Service and as well as traditional on-premise services.

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The solutions’ ability to integrate and scale were also key differentiators.”

HCL Technologies’ outsourcing platform was deployed by the company’s inhouse IT team and includes:

• CA Infrastructure Manager (CA IM 2.0)

• CA Application Performance Management (CA APM)

• CA Nimsoft Monitor

• CA Nimsoft Cloud Monitor

• CA Service Operations Insight

• CA LISA Service Virtualization

• CA LISA Release Automation

• CA Server Automation

• CA Process Automation

• CA Capacity Management.

The HCL Management Tools as a Service (MTaaS) framework and the service delivery platform adopted a set of CA Technologies product capabilities to provide its customers with reliable cloud-based services that incorporate best practices.

Centralized management of a diverse environmentUsing CA Infrastructure Management solutions such as CA Nimsoft Monitor, HCL Technologies can monitor and manage the global networks it manages on behalf of its customers. “CA Nimsoft Monitor is a key component of our MTaaS monitoring service, providing visibility of networking equipment, operating systems, databases, applications and even Amazon Web Services,” explains Kumar. “We used to have to use three different products to do this.”

The solution is combined with CA Nimsoft Cloud Monitor and CA Application Performance Management to monitor and analyse the end user experience. When the company needs a more in-depth view, it uses CA Infrastructure Management. All four monitoring solutions integrate seamlessly with CA Service Operations Insight to provide unifi ed monitoring, alerting and event management.

In total, the CA Technologies solutions monitor and manage more than 100,000 devices, on the MTaaS services.

“Using the CA Technologies solutions, we can offer our customers end-to-end visibility across their systems and centralized management,” says Kumar.

Benefi tGreater effi ciency and profi tabilityHCL Technologies has seen signifi cant improvements in staff productivity and service levels since implementing its CA Technologies platform. “We used to need eight administrators for every 10,000

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servers, but now we only need two,” explains Kumar. “The members of staff we have freed up are now helping us to develop new solutions.”

“ We can attract and retain more customers in line with our goals for sustainable growth.”Kalyan KumarSr. Vice President and Chief Technologist, HCL Technologies

By establishing its outsourcing platform on CA Technologies solutions, HCL Technologies is now able to:

• Onboard new customers and their devices up to 10 times faster

• Minimize costs and maximize profi tability

• Increase competitive advantage with exceptional service levels.

The solutions are also helping HCL Technologies to expand its service offerings. “CA Technologies solutions are integral to HCL Technologies’ cloud offerings. Together we are proactively developing and deploying innovative solutions that help our customers address today’s unique challenges,” explains Kumar. “And with better quality IT services and innovative cloud offerings we can attract and retain more customers in line with our goals for sustainable growth.”

© CA 2014. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only, and does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not refl ect uses in all environments so actual results may vary.

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