Managed Services PPT.pptx

8/17/2019 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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.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


S @


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22

Support >or@o>

Onsite Incident Support @or/o" On+call Incident Support

.all +anage+ent 5 >or @o>


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


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


• 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


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


.o+pre-ensive /atabase %?erings


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p g


• .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


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

Managed Services PPT.pptx

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Transcript of Managed Services PPT.pptx