Analyst Meet
August 27, 2002
“Living up to the promise”
Broadening the services footprint –
IT Outsourcing and System Integration
Srinath Batni
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
Agenda
ITO & SI
■ Service Footprint
■ Delivery Model
■ Case Studies
■ Strategy
■
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
Offering ‘concept to implementation’ services, addressing
every stage of the value chain...
Strategy & IT Consulting
System Integration
Integrated
Roadmap
e-Business
Enterprise Application Integration
Business
Process
Reengineering
Package Evaluation & Implementation
CRM
m-Business
Enterprise
Architecture
Definition
SCM
ERP
E-Procurement
Custom Application Development
Design
Develop
Test
Deploy
IT OUTSOURCING
Business Process Management
Progeon Ltd. – An Infosys subsidiary
Industry Specific Processes
Cross-industry Processes
Reengineering and Maintenance
© 2002 Infosys Technologies Limited
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Analyst Meet
August 27, 2002
“Living up to the promise”
IT Outsourcing - an overview
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
ITO Service Footprint
Datacenter Management
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Managed Services
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Consulting Services
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System Administration
Network Administration
Database Administration
Security Management
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Service desk / Incident Management
Vendor / SLA Management
Desktop Management
ITO service
offering
Application Management
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Disaster Recovery Services
Operations Management
Execution of Batch Jobs
Production Support
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Hosting Services
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© 2002 Infosys Technologies Limited
EMS Consulting & Implementation
IT Process Consulting
Hosting Portfolio analysis
Helpdesk Consulting &
Implementation
Enterprise Hosting
Web Hosting through Partners
DRP implementation, testing and
recovery
Continuity Services
Analyst Meet
August 27, 2002
ITO – Delivery Model
Proximity Management Station (PMS)
Customer Data Center
Tool-based
monitoring &
management
Redundant
Connectivity
Service Management
Messaging Management
Capacity / Performance Mgmt
Performance Mgmt
Security Management
© 2002 Infosys Technologies Limited
Boston
(US)
Croydon
(UK)
Tokyo
(Japan)
Level 1 Support
Event Collection and Filtering
Site Redundancy
seamless Integration
and Workflows
Global Management Station (GMS)
Level 2 / Level 3 Support
Offshore Technology Support
Center
Analyst Meet
August 27, 2002
Go-2-Market Strategy
Company Size
More than 1 Billion
Total Outsourcing
Partial Outsourcing
ITO Goal
To be targeted after reaching critical mass
Targeted Audience
 CIO, CEO
Can be attempted now
Targeted Audience
 CIO
Service Offering
 Applications Management
 Messaging Management
 Resource Deployment
 Managed Security
Targeted Audience

CIO, CEO
Service Offering
 Hosting
 Managed Services
 DB / System Administration
 Managed Security
 Application Management
Consolidating IT Operations
Support & Back-end IT infrastructure
Reducing Operating Cost
Infrastructure & People Cost
© 2002 Infosys Technologies Limited
Less Than 1 Billion
Internal Cost Models
ROI & Cost Allocation Models
Analyst Meet
August 27, 2002
Case Study – IT Infrastructure Management Services
Large Semiconductor Manufacturing Company
Project Objectives
 Infosys had to manage the client’s Infrastructure in 17 locations across US
 The following were the Performance measures for Infosys
 Cost reduction
IT
Outsou
rcing
 Improved productivity
IT Infrastructure
Management
 Improve quality of operations
 Better SLAs
 Improved Knowledge Management
 Maintain control on the overall operations
Application
Management
Disaster Recovery
Services
Activities by Infosys
 Network and Security Mgmt
Project's Value-add to the
customer
 Database Management
 15% Cost Savings
 Server Management
 Productivity Improvement
 SAP Application Management
 Process Streamlining
 Desktop Management
 Single Point of Responsibility
 SLA based service plan
© 2002 Infosys Technologies Limited
Hosting Services
Consulting
Services
Analyst Meet
August 27, 2002
Case Study – IT Infrastructure Management Services
Large Financial Institution in US
Project Objectives
 To provide a stable trouble-free support for the US sub ledger application
 To achieve expertise in the client’s systems, in the client’s business, and
the technology so that the experience can add to organisational
knowledge, in terms of Body of Knowledge, etc.
 To be able to get all mission-critical support projects done on-time in
order to get more value-added work from the client.
 To develop processes and procedures that would help manage
production support activities for various projects
Activities by Infosys
(Combination of Onsite and Offshore
support)
Project's Value-add to the customer
 Time value
 Troubleshooting and investigation
 User support
 System health checks
 General System Support
 Availability consultancy
 Status Reporting
 Single point contact for users
© 2002 Infosys Technologies Limited
IT Infrastructure
Management
Application
Management
Disaster Recovery
Services
Hosting Services
 Direct business benefits
 Complete Application Support
 Production Parallel and UAT Activities
IT
Outsou
rcing
Consulting
Services
Analyst Meet
August 27, 2002
Case Study – Managed Security Services
Large Financial Institution and Bank in India
Project Objectives
 To provide security advisory support to ensure secure operation of the
customer’s Internet services and applications
 To provide an best-in-class security support for security incidents faced
IT
Outsou
rcing
by the customer and aimed to meet the client's expectations.
 To achieve expertise in securing highly critical financial transition
systems, in the client’s business, and the technology, so that the
experience can add to organisational knowledge, in terms of Body of
Knowledge, process etc.
IT Infrastructure
Management
Application
Management
Disaster Recovery
Services
Activities by Infosys
Value-add to the customer
 Security advisory and incident
 Improved security controls
support
 Periodic security audits
 Periodic penetration testing of the
portal
 Application security audit
© 2002 Infosys Technologies Limited
 24x7 availability of security
experts
 Experts diagnosing intrusions and
responding with solutions
 Analytical reports to assist better
security planning
Hosting Services
Consulting
Services
Analyst Meet
August 27, 2002
Case Study – Disaster Recovery Services
Large Financial Institution in US
Project Objectives
 DR services for the client’s datacenter set up to support regional office
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operations spread across the globe on a 24x7 basis
DR plan for DC infrastructure including Database servers, Application servers
and Security Infrastructure
Infosys conducted a consulting exercise to devise an effective DR solution to
address the following customer concerns
Implementation and periodic testing and steady-state DR operations
Monitoring and management of the DR IT infrastructure
Value-add to the customer
 Setting up of a DR Site
 24X7 maintenance of DR
DR site and back
 Infrastructure sizing and design of DR
site
 Procurement of infrastructure
© 2002 Infosys Technologies Limited
IT Infrastructure
Management
Application
Management
Disaster Recovery
Services
Activities by Infosys
 Migration methodology for transition
IT
Outsou
rcing
Hosting Services
Infrastructure
 Methodology and infrastructure in
place for DR operations
 Application domain expertise of
Infosys leveraged
Consulting
Services
Analyst Meet
August 27, 2002
Case Study – Hosting Services
A leading beverages company in india
Project Objectives
 IT infrastructure & Process audit
IT
Outsou
rcing
 IT strategy consultancy
 To provide stable scalable hosting Infrastructure for ERP systems
 Initial System Integration, Security implementation
 Have a robust and well tested platform for supporting a very high
availability and performance
Activities by Infosys
 Complete application & system
monitoring and management by
using various tools
 Level 2 & Level 3 support for
SAP
 Production support
Project's value-add to the
customer
 Time value
 Direct business benefits
 Troubleshooting and investigation
 System health checks
 Availability consultancy
 Single point contact for users
© 2002 Infosys Technologies Limited
IT Infrastructure
Management
Application
Management
Disaster Recovery
Services
Hosting Services
Consulting
Services
Analyst Meet
August 27, 2002
Infosys ITO Practice – Path to Growth
3000 Sq.ft of remote facility set up in Bangalore
Tivoli Management Station
Remedy Workflow engine
ITIL Processes being put in place
Infosys sets
up dedicated
IT Outsourcing
Practice
© 2002 Infosys Technologies Limited
Started acquiring
customers
Builds up a team of approx 100 professionals
encompassing
• ITSM Process – ITIL certified consultants
• Networking – CCIE, CCNP
• Security – CISSP, CISA, CCSE, BS7799
• System administration – SCSA, HP, AIX
• Database management – OCP, Sybase, SQL
Global Management
Center being set up in
Bangalore, India
Analyst Meet
August 27, 2002
“Living up to the promise”
System Integration - an overview
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
SI service footprint
Telecom Infrastructure
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IT Infrastructure
Consulting & Integration services
Infrastructure assessment
Network audit, Consulting, Integration
and implementation
Data center design and
implementation
Messaging services - architecture and
integration
Wireless LAN design, implementation
and rollout
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Services
EMS consulting & implementation
IT Process consulting
Hosting portfolio analysis
Helpdesk consulting & implementation
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SI Service
Offering
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N/W Security Services
Security policy design and review
Network security architecture design
Security implementation
Vulnerability assessment and fixing
Security audit
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© 2002 Infosys Technologies Limited
Storage Services
Need identification for storage
Storage sizing
Capacity planning
Technology evaluation
Implementation
Storage management
Turnkey Services
Program management services
Solution design & Consulting services procurement
Vendor management services
Analyst Meet
August 27, 2002
Delivery Model - SI
Test production environment, interfaces,
User Acceptance, Rollout
Post Implementation Planning
Build
User and Systems Documentation
Test and commission
User Training
Education and Training
Integration & System Testing
Implementation
Build, Integrate
and Implement
Business
Expectations & Needs
Consortium Management
Vendor Evaluation & Management
Infrastructure Planning
Procurement of Hardware & Software
PMO Setup
Conceptualization
Planning and
Consulting
Installation of Hardware & Software
Top-Level Business Case Justification
Technology Direction
Budgets and Tracking
Solution Design
Systems Selection
Architecture & Complete System Design
Business Technology Roadmap
© 2002 Infosys Technologies Limited
Requirements Analysis & Functional Design
Analyst Meet
August 27, 2002
Case Study - Large Application SI
USA Consortium – Portal implementation
Client Context
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The client was a consortium of
companies, joining together to
provide hosted intranet / Portal
solution, easily customizable and
providing
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Base services – fixed price
(news,weather, maps, products such
as travel, credit card,…)
Premium services – customer
specific pricing (doc mgmt, content
mgmt, products such as expense
mgmt…)
The expected client base for the
consortia was medium to large
organizations
© 2002 Infosys Technologies Limited
Infosys Solution
• Infosys, as the prime-SI, provided end-to-end consulting and
implementation services
• Business planning track focusing on market research, business
model definition, go-to-market strategy definition and process
engineering
• Program management track with focus on stakeholder
management and vendor management
• Focus on security architecture – vulnerability and threat analysis,
definition of security architecture and standards
• Result :
• Quick turn-around : <3 months from concept to
implementation
• Regular and predictable, enhancement releases
Analyst Meet
August 27, 2002
Case Study - Large Application SI
USA Consortium – Data Center Design & Setup
Client Context
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Data center set up for hosted
intranet services for a consortia in
USA
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Redirect IT resources currently
managing non-critical back office
systems
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Project management
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Hardware sizing
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Vendor identification
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Defining SLAs
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Policy definition
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Operational procedures
© 2002 Infosys Technologies Limited
Infosys Solution
• Infosys designed and implemented a highly redundant, highly secure
environment
• Vendor identification and interaction
• Fitment and transition of technology between multiple Data Center
environments
• Basic Infrastructure
• Secure web servers
• Secure application servers
• Reverse proxy servers
• Database and LDAP environment
• Mail server environment
• DNS servers
• Security solutions
• Checkpoint firewalls
• IDS systems
• Virtual private network
• Verisign SSL certificate integration
• RSA SecurID systems
• Netegrity Siteminder
• Online anti-virus solutions
Analyst Meet
August 27, 2002
Case Study - Infrastructure SI
UK Coalition Loyalty Firm – Data Center Selection & Infrastructure Design
Client Context
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The client is an established firm in loyalty
management in North America. It is
setting up its base in UK, with partners
spanning multiple sectors like airline,
supermarket, oil etc
The customer base is expected to be 7-8
million, with a projected volume of more
than 2 million transactions per day
The client needs to start business with an
affordable, customizable, secure and
scalable environment to provide online
account access to its customers
The application requires real-time
integration with partners for seamless
transfer of the data to provide the
complete and current view of the data
Infosys Solution
• Infosys analysed and designed an optimal environment to address :
Security, High performance, In-built redundancy, Future proof, Platform
& product independence
• Infosys performed analysis to ascertain the optimal model for hosting
the customer’s central infrastructure and provided the information for
generating an RFP for the managed hosting vendors
• Infosys evaluated the RFP responses from various vendors and helped
the client in selecting the managed hosting vendor through joint vendor
negotiations
• Infosys helped the client in formulating the Service Level Agreements
and change management procedures for changes in the infrastructure
at the data center
• Infosys proposed the diaster recovery solution to minimise the
downtime in case of a disaster at the UK data centre
© 2002 Infosys Technologies Limited
Analyst Meet
August 27, 2002
Case Study - Infrastructure SI
US Mortgage Service Provider – High Availability & Disaster Recovery
Client Context
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The client is a mortgage service
provider based in the US. The
client also has a strong presence
in the banking industry in the US
The client required a robust high
availability solution for their core
business application (LOS) to
eliminate their single point of
failure (SPOF)
An additional requirement was to
identify other business critical
applications and design a disaster
recovery solution at a remote site
in case their primary data center
was rendered in-operational
© 2002 Infosys Technologies Limited
Infosys Solution
• Infosys was involved in the identification of the business impact caused
due to per hour downtime of the LOS and other business critical
applications
• A robust and effective solution to protect the core application locally
and at a remote site along with the supporting business critical
applications
• Detailed implementation roadmap for both solutions including a Return
On Investment analysis
• Benefits
• Solution incorporated best of breed equipment that was evaluated
with a ROI model to ascertain investment protection
Analyst Meet
August 27, 2002
Profile of Opportunities
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Prospect : Government organization
Context : Provide turnkey services
for building a training institute
Services : To provide complete
Systems Integration services
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Program management
Vendor management
Site inspection, Planning &
Engineering
Network design & Engineering
Application design & development
Training curriculum design &
Development
Maintenance & Operations support for
three years
© 2002 Infosys Technologies Limited
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Prospect : US Card retailer
Context : Implementation and
rollout of state-of-the-art
Infrastructure for the channel
stores
Services : To provide complete
Systems Integration services
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Program management
Vendor management
Deployment management
Product documentation
Product training
Support
Analyst Meet
August 27, 2002
“Living up to the promise”
Thank You
© 2002 Infosys Technologies Limited