Managed Services PPT.pptx
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Integrated Infrastructure services
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P! India Presence "it# 2$% locations & '5%%
)esources
*nd to *nd IT Tec#nology competency+ P#ysical, -
Cloud, .C, !et"or/,
5%% Satis(ed Customers
20 1 1 $35 4anaged Services Capaility 6 !O
4atured Service 4anagement System incorporati
ISO practices
8loal Operations "it# o9ces in Singapore &
6proposed7
About us
Orient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
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';;2 ';;0 ';;< 2%%' 2%%0 2%% 2%'% 2%''
T:)!O-*)6 )s 4!7 100 200 300 400 00 !!0 1000 1100 14"0 1"20
100 200 300 400 00 !00 #00 $00 1000 1200P*OPL*
4IL*STO!*S
PC &Server
)eseller
!et"or/ &securityServices
.ata CentreIntegration
4anagedServices
)emote Infrasupportservices
Server &storageServices
Infrastruct
ureServices
%ur ilestones
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Orient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
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.ata Centre Solutions
!et"or/ Integration & Security Solutions
*S-S + *nterprise Servers & -irtuali>ed Storage
IT Infrastructure 4anagement & Services
*nterprise Business Solutions
'ocused (usiness )nits
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Process 4aturity
25 years of e?perience in endto end Services Standardi>ed Process+ ITIL, ISO .riven y metrics & processes 6
SL7 :se of Tools & Tec#nology Strong 8overnance & )eporting
process
People *?cellence
@ell estalis#ed Talent acAuisitionprocess
)esource availaility for all s/illsets
In #ouse training & s/illdevelopment process
)etention initiatives 4eet all compliance reAuirements
Tec#nology Competence
Competence in all tec#nology area
lliance "it# Tec#nology partners
In #ouse tec#nology e?pertise
*nd :ser *?perience
-OC -oice Of Customer
*nd user satisfaction survey
Continuous improvement plan
%ur service deliver* pillars
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O9ce
• u+ba
• ,une
• A-+edd
• (angal
• .-enna
• /el-i
• urgao
• *dera
• olata
A-+edabad
,une
*derabad
olata
/el-i
urgaon
u+bai
.-ennai
(angalore • 2$% locations presence
• Strong in @est & sout#
• '5%% certi(ed professionalresources
• O9ces in Singapore & :* 6proposed7
%ur eac-5 ,A6 India & lobal
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E6TE,ISESE7ES &ST%AES
/ATA .E6TES%8)TI%6S
A,,8I.ATI%6/E8I7E9
I6'AST).T)E
6ET:%I6TEATI%6 &
SE.)IT9
%ur principal alliances
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(A6I6;'I6A6.IA8
SE7I.ES &I6S)A6.E
I6'%ATI%6 TE.6%8%9 & ITE6A(8E/ SE7I.ES
,AA.E)TI.A8
E/).ATI%6;%7E6E6T &
,S)
%ur .usto+ers
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Integrated Service 4anagement
.lear /e=nition of Escalation ,rocess & %>ner Ti+el* Escalation & ecording of Activities.lear .o++unication bet>een di?erent groups & to t-e user.learl* /e=ned roles & responsibilitiesesolving %>ners-ip con@icts b* a .o++and .enter.ontinuous onitoring & update of t-e esolution ,rocess'ollo>ing /ocu+ented uidelines for Severit* /e=nition;
Escalations
Integrated service deliver* +odel
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O"ners &
Sta/e#olders
8overnin
g Body
Set.irection
4anageme
nt
Instruct &lign
Op
*?e
)eport4onitorccountal
e
.elegate
8overnance
• 'inancial
anage+ent• Service ,ortfolio
anage+ent• /e+and
anage+ent• Strateg* %perations
• Service 8evelanage+ent
• Availabilit*anage+ent
• .apacit*anage+ent
• .ontinuit*anage+ent
• InfoSec anage+ent• Service .atalog
anage+ent• Supplier anage+ent
• .-ange anage+ent• .on=guration
anage+ent• elease anage+ent• Transition ,lanning &
Support• Service 7alidation &
Testing• Evaluation• no>ledge
anage+ent
• Incident anage+en• ,roble+ anage+en• Access anage+ent• Event anage+ent• eBuest 'ul=ll+ent
Service Strategy Service .esign Service TransitionService
Operation
Continual Service Improvement
Continual Service
Improvement
Outcomes
%ur %perations fra+e>or
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Integrated uality 4anagement System
Services CS ITS Soft>are
)se of Integrated Cualit* S*ste+s si+pli=es ad-erence& i+proves (usiness Services /elivered
IS%
$001D200#
IS%2!001 D
200"
IS%2000051 D2011
ITI8 proces
%ur Cualit* +anage+ent s*ste+s
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Service deliver* odels.*.ICT*. S*)-IC*S
/edicated deliver* +odel is a best=t for enterprisereBuiring dedicated resources for nic-e tec-nolog* andedicated tools to +onitor and +anage t-eir co+pleF IInfrastructure
.edicated Services Bene(ts
.usto+iGed support to custo+ereBuire+ent
Integration of custo+er processes >itITI8 best practicesAd-erence to co+pliance,eriodic auditsesource bac5upSpecialiGed training for custo+etec-nolog*
.ritical application perfor+ance andseveral ot-er areas.o+plete o>ners-ip
S#ared Services Bene(ts
.onsolidated; @eFible s-ared tea+s>it- +ulti5di+ensional sill setsEn-anced no>ledge base
Service and S8A driven approac- Tools and best practices24 F ! availabilit* of services%perational eHcienc*ig-l* available and scalable serviceStandardiGed process and >or@o>8o>er cost of operation
B*!*DITS
.ost opti+iGed
ig-l* @eFible on service baselines
atc-es >it- c*clic businesses
Integrated ITI85based service +anage+ent platfor+
.o++it+ent for continuous service i+prove+ent
Strea+lined operations; en-ance c-ange and con=guration +anage+ent
EYB)I. S*)-IC*S T-e blend of onsite; oncall & re+ote support -elps in better collaboration >it- t-e custo+er tea+during t-e pea ti+e and t-e o?site support can be provided for non pea -ours and non +ission criticalinfrastructure
SE)*. S*)-IC*S
%ur S-ared /eliver* odel assists enterprises led b*budget constraints to get access to standardiGedservices and specialiGed sill sets to +anage t-eir ITenviron+entF
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Scope of IS
• .all +anage+ent services5 elp des Service des
• :or place +anage+ent J end user supportK5 /T; 8T; pe
• Server +anage+ent & %S ad+inistration• (ac up and restore services
• A7 7. Telep-on* Support
• 7endor +anage+ent
• Anti virus +anage+ent
• ,atc- +anage+ent
• ail +anage+ent
• Asset +anage+ent
• 6et>oring J8A6 :A6K +anage+ent
• Soft>are +anage+entOrient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
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ulti 7endor support
SF!oF Products
1 ,I(/E88 Servers & Storages
2 I( , series3 Sun Servers & Storages
4 Super +icro Servers
" ,roLectors
7ideo .onferencing EBuip+entMs
! 'ire>alls
# .isco3 .%6et gear /58in 5 S>itc-es & outers
$ T-in .lients
10 ultiband /TNs8TNs,TNs
11 ,%S +ac-ines
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,rogra+ +anage+ent
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EFpertise & Availabilit*
• ard>are5 ig- end +ac-ines; Sun servers & :orstations
servers; /estops & 6oteboos
• Soft>are5 Solaris; , )niF; 6et>are; :indo>s 6T; S eFc-
• 6et>oring5 .IS.%; ,; Ouniper
• ,eople Sills sets5 icrosoft; Sun; .isco; .-ecpoint; I(;
+an* +oreOrient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
, l Sill t
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,eople Sill setsSF !o Infrastructure S/ill set Level Customer !ame
' .es/top supportL' , L2 ,L$ 4a#indra #olidays and )esorts
2 System dministratorL' , L2 ,L$
Tal"ar t#a/ore associates , B#aruc#a partners,Pra?air India
$ Citri? administratorL' , L2 ,L$
T8 tyres , 4a#indra and 4a#indra (services
0*?c#angedministrator
L' , L2 ,L$
G*C international , TS) .aras#a" , Stoard of India, Dullerton
5 .ata Center support)P8 group, Puna and 4a#aras#tra CCitian/ , Ban/ of !ova scotia, .resse
3 !et"or/ dministratorL' , L2 ,L$
CIT*C *ngineering, G*C internationalDullerton
rcserve ac/upsupport
CIT*C *ngineering,
< Symantec ac/upsupport T8 Tyres, 4SC gency , )o#a .yec#e
; Service .es/ support4a#indra Eolidays and )esorts, @ats8TS e services ,
'% Linu? dministratorL' , L2 ,L$ TS) .aras#a" ,
'' -m"are dministratorL' , L2 ,L$ Suas#is# .iamond , Dullerton ,
'2 =ava .eveloperL' , L2 ,L$ =4 Ba?i, 8enesis Travels, .rF Batra,
'$ SL .eveloper L' , L2 , .&B, Gapu 8ems, Eindustan .imondsOrient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
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Service +et-odolog*
/e=ne S8A &/eliverables
esources at SiteIn
Training esourceson call ,rocess
,reparing andI+ple+enting
,rocesses
eneratingeports andS-aring >it-
custo+er
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,roLect /eliver* %rganiGation
/irector 5 Services
,roLect anager
ead5 Service
deliver*
,roLect coordinator
Asset coo
Senior Supportresource
.usto+er supportEngr
EO
Tea+ leader Tea+ leader
Proect
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Transition +anage+ent
P#ase I
• Identi=cation of resources & for+ation of transition tea+ including Transi
• %rientation and induction to t-e transition tea+
P#ase II
• Stud* of eFisting operations & processes
• ,repare co+pre-ensive docu+ent of processes involved
• /ata collection of asset involved
• Stud* of data records docu+ents
• ,-*sical inspection of assets; if reBuired
P#ase III
• IS & evie>
• 'ine tuning of processes if reBuired
• andover to proLect +anage+ent tea+ & put governance process in plac
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S @
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22
Support >or@o>
Onsite Incident Support @or/o" On+call Incident Support
.all +anage+ent 5 >or @o>
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S8A t
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SeverityLevel
.e(nition )esponse Time
)eson T
S'
Critical
prolem t#at aMects entire site or net"or/
or more t#an 5N of users in a location -IP:sers
'5
minutes
05 mi
S2
maor
prolem t#at aMects a typical group of users $%
4inutes
2 #ou
S$
4inor
prolem t#at aMects typical users eFgF
Individual PC is do"n
05
minutes
0 Eou
S0 Planned installations , movement ,addition
and c#anges to soft"are and #ard"are
inventory
' #our ' Bus
.ay
CST Customer satisfaction survey conducted o ! !
SL may vary ased on t#e customer *nvironment &
reAuirement
S8A anage+ent
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,rogra+ +anage+ent& overnance
• Set Service /eliverables and easure+ent etrics JS8AK
• Set oles & esponsibilities for Tea+
• Set Service 8evel %bLectives5 severit* response ti+e reso
ti+e
• esponsibilit* atriF
• Escalation 8evels
• Set reporting ,rocess5 /ail* ; >eel*; +ont-l*; /as-boards
• .ontinuous Service I+prove+ent ,rogra+ JSI,K
Orient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
T l t i iti i & / l t
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Talent acBuisition esourcing & /eplo*+ent
• )nderstanding t-e sill reBuire+ent for t-e scope of >or
• /e=ne O/ for eac- reBuire+ent
• to s-ortlist resources to +eet t-e sill sets• T-ree levels of intervie>5 ; tec-nical & Sr +anager
• Assess+ent of Tec-nical & custo+er interaction sills of t-e res
• 'inal selection after custo+er approval
• Induction & %rientation
• EFplain oles & esponsibilities; /os and /onNts for t-e >or
• EFplain ,rocess & Initiatives
• entoring ,rocess for 3 +ont-s
• ,eriodic Assess+ent & evie>
• (ac ground c-ecs J optionalKOrient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
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initiatives for retention
• .o+pan* Induction & %nboarding at site
• Soft sill training
• Cuarterl* Tec-nical training
• Intranet portal for resources
• Encourage+ent to do certi=cation
• e>ards & ecognition
• Appraisal & pro+otion
• Oob rotation
• 6otes5 Attrition P21Q a *ear J R industr* averageKOrient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
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ulti vendor support5 .usto+ers• T.S eServe 8td J .TK
• 6.,I J .TK
• /7S J .TK
• Adit*a (irla etail 8td J24!K
• (an of 6ova scotia J24!K
• .ro+pton reaves 8td J6(/K
• (arcla*s (an J6(/K
• ose 7alle* roup of .o+panies J6(/K
• 'ullerton India .redit 8td J24!K
• eliance India 8td J24!K
• (oFco JS(/K
• 6eilsoft 8td J6(/K
• Elantas (ec India 8tdJ24!K
• ,.( J24!K
• 7asai 7ias (an J24!KOrient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
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,artners-ips
-endor )elations#ip
, ,latinu+ ,artner
icrosoft Silver ,artner
'ortinet Silver partner
.-ec point Tier 2 partner
Ouniper Select partner
I( Aut-oriGed Support ,rovider
7>are Enterprise ,artner
.itriF old partner
/ell Support ,artner
.isco ,re+ier ,artner
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Spares anage+ent
• elations-ip >it- %Es for Spares
• :ide 6et>or for parts 5 .entral stores J u+baiK; $ (r
stores; 40 approved spares 7endors
• epair .entres JT.K5 2 u+bai & (angalore
• Stocing at all locations J including custo+er sitesK
• Establis-ed 8ogistics process for speed* +ove+ent
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Enterprise (usiness Solutions
E t i ( i /i i i
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Enterprise (usiness /ivision
Orient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
• obile :orforce anage+ent
• Application anage+ent & Support
• /( anage+ent and support
•(I and eporting Services
• Audit and Securit* Services
T - l St
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Tec-nolog* Stac
DBM
Oracle, SQL,
DB2, MySQL
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SA, S t S i
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• SA, version and E, upgrades
• SA, /atabase )pgrades
• SA, igration Jard>are %S /atabaseK
• SA, / i+ple+entation J(.,K
• SA, /ata Arc-iving
• SA, Solution anager J ITS; .-aK
SA, Support Services
Orient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
.o+pre-ensive /atabase %?erings
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p g
Orient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
• .ataase consulting
• /atabase arc-itectureassess+ents
• /atabase guidelines
• /atabase good practices
• ard>are siGing & esti+ation
• /atabase Audit
• )pgrades and +igrationassess+ents
• .esign• /atabase p-*sical & logicaldesign
• (acup and recover* design
• /ata :are-ouse /ata artdesign
• Implementation &.evelopment
.ataase Support &Services/atabase perfor+ance
+onitoring
,atc- anage+ent/( troubles-ooting
(acup and restoration
.ras- recover*
/( -ealt- c-ecs
,erfor+ance tuning
/( arc-ival and+aintenance Lob
/atabase cloning
dministration & Secur/atabase ad+inistratio
/( securit* +aintenanci+ple+entation
Sa+ple .usto+er 8ist
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Sa+ple .usto+er 8ist
Orient Technolo ies Private Limited -“An IT Infrastructure Solutions & Services E
Customer !ame Services -ertical
.un & Bradstreet IT Outsourcing Information4anagement
Ori? uto IT Outsourcing uto Lease Dinance
8lenmar/ 4oility P#armaceuticals
*ssel 4oility :tilities
4onsanto 4oility gro
Indiacast6!et"or/'
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T-an 9ou
%IE6T TE.6%8%IES ,7T 8T/"02; Acruti Star; .entral oad; I/.;And-eri East;u+bai 400 0$3(oard 8ineD $1522542$2 #### 'aFD $1522542$2