niit technologies proprietary infrastructure management services

NIIT Technologies Proprietary

Infrastructure Management Services

NIIT Technologies Proprietary 2

1 Key market influencers leading to CARE


• Webscale IT• DevOps• Internet of things• Cloud & Automation • Experience Management

Technological

• SIAM (Supplier Consolidation)• Cloud• Outcome(SLA) becomes the name of the game

Sourcing

Key market trends


Industrialized IT Solutions

Business Optimized Solutions

SLA Based Outcome Based

Bi Modal IT ChallengeShaping buying behavior, vendor selection , SLA experience


Change in business priorities

Business Assurance

Business Value

Busi

ness

Exp

ecta

tion

from

IT

Business priorities for IT

Supporting Business

Customer Touchpoint

OUTSOURCING 1.0

OUTSOURCING 2.0

OUTSOURCING 3.0

Cost reduction by outsourcing,

offshoring

Enhancing business value by long term

relationship by glocal presence

Enhancing business value + assurance to

achieve business goals. IT to be more

nimble to sustain changing business

scenarios

Transition Transform Transact


CARE delivery framework

Industrial World

Digital World

BusinessValue

C.A.R.E.

BusinessAssurance

AvailabilityCommitment

Responsive Efficiency

AgilityCommitment

Robustness Enablement

SuperiorService

Customer Loyalty

Conformance to

requirement

Aligning to change

CONTINUOUS DELIVERY

LESS IS MOREE2E SLA MANAGEMENT

BENEFITS MANAGEMENT

WHY

HOW

WHAT


2 About NIIT IMS


About IMS

1800+Employees worldwide

⁻ Ranked by Everest Group as ‘one of the emerging IMS players in their peak matrix’ –IMS & ‘Aspirant’ in WPaaS

⁻ Awarded as best managed service outsourcing center to Morris by Alsbridge group

⁻ Best Service desk team award to Caesars by itSMF

⁻ CARE framework recognized by leading analysts – Ovum & PAC

17%NIIT overall

revenue

Process DrivenITIL 2011

ISO 20001,27001 certified

45+Clients globally

TTL , BFSI, MFG, Others

List of key clients

COCData Centre, EUC,

IOM, Cloud,Cross functional

AAI

Awards , in news

Initiatives⁻ Launched the continuous delivery framework CARE

⁻ In My Soul program started with focus on people, process & technologies

⁻ Designed service catalogues, playbooks as enablement kits


Breadth of services offered to some key customers

• DC & DR set up• RIM services• SAP landscape management

Transition, Server Management, DB/OS Admin, NOC/SOC,DC design & build, Hosting, EUC, Info-Sec, SAP

• Production support• CEM

Transition, Server Management, Application Production Support, NOC/SOC,EUC

LINE OF SERVICES

• M&C portal management• DR Consulting• CEM+APM

CDN management , Cloud on AWS, Migration, Deployment support

• Hybrid IT – thick Cloud• SAP DevOps & SAP HANA• Production support services

SAP HANA Enterprise cloud services, Cloud Orchestration , Cloud self service portal

Worlds’ 2nd largest cement manufacturer

Flag carrier airline of UK

Leading global hospitality & Real-estate group

Leading Thailand based cement company

• Integrated Infrastructure Operations, Service Desk

• Transformation to cloud

Windows server mgmt., N/W mgmt., Back Up mgmt., Transformation, ITIL process management (BMC Suite)

Fortune 50 global gaming corporation

• Operations Support• Integrated approach for AMS &

IMS

Software layer covering middleware , database and monitoring

Airliner based out of Australia

• SAP Landscape management• Patching, Incident,Problem,Change • MS Windows, UNIX, Database

Onsite support , Offshore support , Landscape migration and monitoring

Europe's leading airport for point-to-point flights

CLIENT INFO


Our service offerings

Soft Layer DC

Management

DCConsolidation

DCOperations

Data Center as a Service

InfrastructureOperations

Management

Workplace as a Service

Digital Workplace

Management

Service Desk Operations

Application Factory

CustomerExperience

Management

ApplicationMonitoring

Service Virtualization

Cross Functional

Services

DevOps

Landscape Management

SAP Landscape Management

Tools Consolidation

Mobile Device Management

Cloud

Cloud Broker

Release Automation

DevOpsLandscape

Management

Office 365


Key differentiators


ADM - The sole focus would be on agile development

IMS - Automation of release & deployment

ADM - Continuous Testing

IMS - Cloud & P2V migration

A

Application Economy

C

Change

EADM - Enhance analytical capability

IMS - User experience management

Elastic Usage

ACE model geared up for application economy


Thought leadership on emerging trends

How NIIT Tech views the IT trends

Service Integration and Management | NIIT Technologies

Technology and standardized global services are driving organizations to implement a multi-source operating model to reduce costs and increase capability . With huge competition to optimize services and drive business value, buyers have been driven to revisit their service integration and management strategy. This whitepaper discusses the challenges in outsourcing and how SIAM plays a key role in deriving value from the services offered by the organization.

Service integration and management

DevOps is an approach that enables communication, integration and collaboration between development and operations teams. In this paper, we outline the challenges in adopting the DevOps approach and how they can be resolved to achieve continuous delivery and frequent releases.

The DevOps disruption

The DevOps Disruption | NIIT Technologies

This paper examines some of the factors that are currently polarizing the world over the issue of adopting customer experience management, and its impact on the use of monitoring tools to gauge and enrich customer satisfaction as never before.

Customer Experience Management

Customer Experience Management | NIIT Technologies

http://www.niit-tech.com/service-integration-and-management

http://www.niit-tech.com/devops-disruption

http://www.niit-tech.com/customer-experience-management


Our SIAM approach

Operational Governance

Integrated Operations Bridge

BUSINESS USER

Client ITS (Illustration)

Service Strategy & Design Demand Management

Process Compliance

MANAGED SERVICES OPERATIONS

Strategic and Tactical Governance

Ent

erpr

ise

Arch

itect

ure

Polic

ies

/ St

anda

rds

BRM

Service Desk Operations

WAN

Ope

ratio

ns

EUC

Ope

ratio

ns

Secu

rity

Ope

ratio

ns

Dat

a Ce

ntre

O

pera

tions

Appl

icati

on S

uppo

rt

Ope

ratio

ns

CSI InputsStrategic

and Tactical Governance

Reporting

Budg

ets,

Pro

cure

men

t, Co

ntra

cts

Risk

Man

agem

ent

Tools

Management of services provided by multiple vendors


Our DevOps approach

What is driving the need for DevOps amongst businesses?

41%Concurrent deployments across

various platforms

39%Enhancing end customer experience

& contributing to customer delight

41%Faster release time

35%Need to cater to multiple

devices

o There is a growing need for DevOps

o 70% say there is a greater need for DevOps than in the past

DevOps

Build and test automation

enables continuous integration

Unmanaged configurable items

leads to deployment delays

Create a managed CI across all

environments

Automating release, deployment and

performance mgmt. enables continuous

delivery

Adapt to unpredictable conditions Faster time to market

Prevent failures


3 Transformation & innovation with Eurostar -UK


Client Objectives

Need

- Resilient IT service in place before 2012 London Olympics- Increase efficiency and reduce overall cost of IT operations- Improve the business’ experience of IT services including those of essential systems at the stations- Bring innovations into IT services to reflect the strong brand that Eurostar enjoys

Background- An environment with high union activity- Had unsuccessfully attempted to outsource twice earlier – strong push back from certain parts of

the business


Our offerings

• Transformation to ITIL V3• Service Desk for Applications and

Infrastructure• Desktop Services• Enterprise Mobility Services• Specialist equipment at stations (SSTs,

Gates)• Servers and data centre services• Network/voice services• Security Services• Software Asset Management• Managed and Novated contracts, 50+

• Infrastructure managed service ITIL V3 5 year deal• Contract won in 2011 following a competitive bidding process amidst stiff competitors like Wipro , HCL etc.• Enabled Eurostar in facilitating smooth transaction for 10Mn passengers at the clearing gate

Coverage Key Services

- 24x7 , 365 across all sites- 24x7 service desk in English & French- Includes Eurostar stations as well as

offices

Core BAU Wintel UNIX Database Tools Virtualization Storage

TECHNOLOGY STACK

UK FRANCE BELGIUM


Enhancing customer experience at lounge

CLIENT SNAPSHOT

• Eurostar is the high-speed train service linking St Pancras International, Ebbs fleet International, Ashford International, Paris, Brussels, Lille, Calais, Disneyland Resort Paris, Avignon and the Alps.

ENGAGEMENT HIGHLIGHTS

• Initiative to refresh the Guest Wi-Fi solution access across its five business lounges.

• European spread – UK, France & Belgium• Competition : Aruba Network , Incumbent vendor• Solution differentiator: Cloud based , faster deployment , rich guest analyst,

better reporting, using best of breed solution, social media integration• Multi Technologies services: Airtight Solution – Comprehensive wireless PCI

compliance, controller less architecture, comprehensive reporting

CLIENT CHALLENGES

• To provide internet access for their guest in business lounge with easy login , consistent access, experience

• Advanced reporting engine for guest analytics• No proactive monitoring , content filtering and high cost

KEY BENEFITS DELIVERED

• Better solution at 1/4th cost• Deployment in 4 weeks from SOW to Go Live• Enhanced service levels• Providing a common service desk and other support system


Enhancing business value & assurance via CIO dashboard

WHY WAS IT INCUBATED

BENEFITS

CXO Dashboard

WHY WAS IT INCUBATED

BENEFITS

- Real-time visibility on Service Level performance- Real-time picture of the IT environment- Visible Co-relation of events- Customizable Interface

- One interface for infrastructure & service monitoring- A single view of IT environment- Fast and on the go visibility to major incidents

- To handle breaches before it hits a crescendo- Improvise service level adherence

- Live status of tickets about to breach SLA- ‘RAG’ status- Segregated views for different resolver groups

SLA Dashboard


Key takeaways from this engagement


4 Case Studies


Hybrid IT solution SAP HANA services platformLeading manufacturing firm in South East Asia

• Simplification , standardization , automation and ease of management of IT systems with seamless integrated technology between IT operational layers

• Deliver services through NIIT cloud service management platform

• Value additions through innovation like enabling first HANA & Enterprise Hybrid cloud in South East Asia

• Pay as you go grow model aligned to digital roadmap & deployment phases


A cradle for providing GRC platform

• A cradle to grave incident management & reporting system

• Built custom agent interfaces for Sybase, Oracle, SQL, Bankers Automated Clearing System (BACS)

• Currently engaged in operations of User Access Management services and SOLL , Aveska implementation

• Improve security operations quality by optimizing the people, the tools and the methods through consistent processes

Leading European Bank


Integrated approach for application & software Layer ownershipLeading ANZ airliner

• Going beyond traditional AMS, responsible for software layers covering Middleware platforms , database & monitoring

• Proactive transaction monitoring and top down monitoring, migrate applications between platforms to achieve

efficiencies approach ensuring business value and assurance


Service transformation reduces operation costs

• Cloud Initiative – Migrated to cloud based call center solution, moved SAP and Jacksonville.com to cloud, and moved spotted website from 3rd party cloud service provider to internal private cloud

• DC Optimization – Through server virtualization, reduced footprint in DC and costs significantly

• Awards - “Best Managed Services” by Alsbridge for Outsourcing Excellence in April 2014

A US based media & publishing house


Key takeaways

o Enabling clients through continuous delivery

o Transformation journey rather projects

o Business value & assurance by CARE delivery framework


Thank YouNIIT TECHNOLOGIES LIMIITED47, MARK LANE2ND FLOOR,LONDON- EC3R 7QQContact- [email protected]

mailto:[email protected]

niit technologies proprietary infrastructure management services

Documents

process technologies

niit ims

business goals

server management

cloud orchestration

service desktransformation

service catalogues

itsmf care framework