Infrastructure Management Services
NIIT Technologies Proprietary
1
Key market influencers leading to CARE
NIIT Technologies Proprietary
2
Key market trends
Technological
•
•
•
•
•
Webscale IT
DevOps
Internet of things
Cloud & Automation
Experience Management
Sourcing
•
•
•
NIIT Technologies Proprietary
SIAM (Supplier Consolidation)
Cloud
Outcome(SLA) becomes the name of the game
3
Bi Modal IT Challenge
Shaping buying behavior, vendor selection , SLA experience
Industrialized
IT Solutions
Business
Optimized Solutions
SLA Based
Outcome Based
NIIT Technologies Proprietary
4
Change in business priorities
Business Value
Business Expectation from IT
OUTSOURCING
3.0
OUTSOURCING
2.0
Enhancing business
value by long term
relationship by
glocal presence
Cost reduction by
outsourcing,
offshoring
OUTSOURCING
1.0
Transition
Enhancing business
value + assurance to
achieve business
goals. IT to be more
nimble to sustain
changing business
scenarios
Transform
Transact
Business Assurance
Supporting
Business
NIIT Technologies Proprietary
Customer Touchpoint
Business priorities for IT
CARE delivery framework
Business
Value
Superior
Service
Customer
Loyalty
Digital
World
Aligning to
change
Conformance
to
requirement
Business
Assurance
CONTINUOUS DELIVERY
WHY
LESS IS MORE
E2E SLA MANAGEMENT
BENEFITS MANAGEMENT
HOW
Industrial
World
WHAT
Commitment
Availability
Commitment
Agility
Responsive
Efficiency
Robustness
Enablement
NIIT Technologies Proprietary
2
About NIIT IMS
NIIT Technologies Proprietary
7
About IMS
1800+
17%
Process Driven
45+
COC
Employees
worldwide
NIIT overall
revenue
ITIL 2011
ISO 20001,27001 certified
Clients globally
Data Centre, EUC,
IOM, Cloud,
Cross functional
TTL , BFSI, MFG, Others
Awards , in news
⁻
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
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CARE framework recognized by leading analysts – Ovum &
PAC
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
NIIT Technologies Proprietary
List of key clients
AAI
Breadth of services offered to some key customers
CLIENT INFO
LINE OF SERVICES
Leading global hospitality &
Real-estate group
CDN management , Cloud on AWS, Migration,
Deployment support
• M&C portal management
• DR Consulting
• CEM+APM
Europe's leading airport for
point-to-point flights
Onsite support , Offshore support , Landscape
migration and monitoring
• SAP Landscape management
• Patching, Incident,Problem,Change
• MS Windows, UNIX, Database
Leading Thailand based
cement company
SAP HANA Enterprise cloud services, Cloud
Orchestration , Cloud self service portal
• Hybrid IT – thick Cloud
• SAP DevOps & SAP HANA
• Production support services
Flag carrier airline of UK
Transition, Server Management, Application
Production Support, NOC/SOC,EUC
• Production support
• CEM
Worlds’ 2nd largest cement
manufacturer
Transition, Server Management, DB/OS
Admin, NOC/SOC,DC design & build, Hosting,
EUC, Info-Sec, SAP
• DC & DR set up
• RIM services
• SAP landscape management
Fortune 50 global gaming
corporation
Windows server mgmt., N/W mgmt., Back Up
mgmt., Transformation, ITIL process
management (BMC Suite)
• Integrated Infrastructure
Operations, Service Desk
• Transformation to cloud
Airliner based out of
Australia
Software layer covering middleware ,
database and monitoring
• Operations Support
• Integrated approach for AMS &
IMS
NIIT Technologies Proprietary
Our service offerings
Data Center
as a Service
Workplace as
a Service
DC
Consolidation
Service Desk
Operations
Soft Layer
DC
Management
DC
Operations
Infrastructure
Operations
Management
Cross
Functional
Services
Landscape
Management
Application
Monitoring
DevOps
SAP Landscape
Management
Digital
Workplace
Management
Customer
Experience
Management
Service
Virtualization
Application
Factory
Tools
Consolidation
Release
Automation
Mobile Device
Management
Office 365
NIIT Technologies Proprietary
DevOps
Landscape
Management
Cloud
Cloud Broker
Key differentiators
NIIT Technologies Proprietary
ACE model geared up for application economy
Application Economy
ADM - The sole focus would be on agile development
A
IMS - Automation of release & deployment
Change
ADM - Continuous Testing
C
IMS - Cloud & P2V migration
Elastic Usage
E
NIIT Technologies Proprietary
ADM - Enhance analytical capability
IMS - User experience management
Thought leadership on emerging trends
How NIIT Tech views the IT trends
Service integration and management
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 | NIIT Technologies
The DevOps disruption
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 | NIIT Technologies
Customer Experience Management
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 | NIIT Technologies
NIIT Technologies Proprietary
Our SIAM approach
Management of services provided by multiple vendors
BUSINESS USER
Client ITS (Illustration)
BRM
Service Strategy & Design
Demand Management
Operational Governance
Tools
Reporting
CSI Inputs
Integrated Operations Bridge
NIIT Technologies Proprietary
Application Support
Operations
Security Operations
Data Centre
Operations
EUC Operations
MANAGED SERVICES OPERATIONS
WAN Operations
Policies / Standards
Enterprise Architecture
Service Desk Operations
Strategic
and Tactical
Governance
Risk Management
Process
Compliance
Budgets, Procurement, Contracts
Strategic
and Tactical
Governance
Our DevOps approach
What is driving the need for DevOps amongst businesses?
DevOps
o
o
41%
There is a growing need for
DevOps
70% say there is a greater need
for DevOps than in the past
Concurrent deployments across
various platforms
39%
Enhancing end customer experience
& contributing to customer delight
Build and test
automation
enables
continuous
integration
Unmanaged
configurable items
leads to
deployment
delays
Adapt to unpredictable conditions
NIIT Technologies Proprietary
Create a managed
CI across all
environments
Prevent failures
41%
Faster release time
35%
Need to cater to multiple
devices
Automating release,
deployment and
performance mgmt.
enables continuous
delivery
Faster time to
market
3
Transformation & innovation with Eurostar -UK
NIIT Technologies Proprietary
Client Objectives
Background
-
An environment with high union activity
Had unsuccessfully attempted to outsource twice earlier – strong push back from certain parts of
the business
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
NIIT Technologies Proprietary
Our offerings
Key Services
Coverage
- 24x7 , 365 across all sites
- 24x7 service desk in English & French
- Includes Eurostar stations as well as
offices
UK
FRANCE
BELGIUM
• 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+
TECHNOLOGY STACK
Core BAU
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•
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Wintel
UNIX
Database
Tools
Virtualization
Storage
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
NIIT Technologies Proprietary
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
NIIT Technologies Proprietary
Enhancing business value & assurance via CIO dashboard
CXO Dashboard
SLA Dashboard
WHY WAS IT INCUBATED
WHY WAS IT INCUBATED
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One interface for infrastructure & service monitoring
A single view of IT environment
Fast and on the go visibility to major incidents
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BENEFITS
BENEFITS
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Real-time visibility on Service Level performance
Real-time picture of the IT environment
Visible Co-relation of events
Customizable Interface
NIIT Technologies Proprietary
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
Key takeaways from this engagement
NIIT Technologies Proprietary
4
Case Studies
NIIT Technologies Proprietary
Hybrid IT solution SAP HANA services platform
Leading 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
NIIT Technologies Proprietary
A cradle for providing GRC platform
Leading European Bank
•
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
NIIT Technologies Proprietary
Integrated approach for application & software Layer ownership
Leading 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
NIIT Technologies Proprietary
Service transformation reduces operation costs
A US based media & publishing house
•
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
NIIT Technologies Proprietary
Key takeaways
o Enabling clients through continuous delivery
o Transformation journey rather projects
o Business value & assurance by CARE delivery framework
NIIT Technologies Proprietary
Thank You
NIIT TECHNOLOGIES LIMIITED
47, MARK LANE
2ND FLOOR,
LONDON- EC3R 7QQ
Contact- sonali.kanungoe@niit-tech.com
www.niit-tech.com
NIIT Technologies Proprietary