Transformational Local IT Services provider Driven by Passion & Empowered Employees Introduction Solution Champ (Security) DQ Channels Top Solution Provider DQ Channels Honoree – Channel World Premier 100 WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net Best Under a Billion Forbes Best Managed Service Provider CRN Best Service Provider DQ Channels Allied Digital – Who We Are Born in 1984 with IT Infrastructure DNA Over 3,500+ Skilled, Certified & Passionate IT Professionals Revenues over USD $200M YOY EBITDA Growth of 50% Honoree – Channel World Premier 100 Operate 190 Locations, 35 Countries Across the Globe One-Stop Business Partner for Enterprise & Business IT ITIL / ITSM Certified Service Delivery Processes, Framework, Tools and Technologies Solution Champ (Security) DQ Channels EPS and Revenue Growth of More Than 25% Best Managed Service Provider CRN 110,000+ Sq. Feet Delivery Facilities (2) in CA, USA; More in India ISO 20000-1:2005; ISO 27001 : 2005 Certified Development Center, NOC & SOC Best Service Provider DQ Channels Best Under a Billion Forbes WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net Top Solution Provider DQ Channels 2 Technology Partners WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 3 10 Reasons Why Allied Digital - Benefits 1. Entered into US market through an acquisition of US Services company – Sensitive to local culture – Less than 2% H1 Visa holders or landed resources 2. Infrastructure Services is our DNA and we are very easy to work with 3. Matured & DR enabled Global delivery centers in (1) Gardena, CA USA (2) Rancho CA USA (3) Mumbai India & (4) Pune India 4. Small enough to care and big enough to deliver – we cater to 10 of the F100s 5. Field Support Services ability across the globe 6. Designated Hyper-care team for crisis management 7. Strength in technology ; services driven approach and empowered employees 8. Transparency and Flexibility in engagements 9. Very creative, innovative and localized HR practices 10.In-house developed Industry standard Tools platform (ADiTaaS) WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 4 6 Sides of - Our Core Offerings ADiTaaS ADiUser ADiInfra IT Operations Tools Platform End User Compute Services Infrastructure Services ADiApps ADiCloud ADiPlant Application Services Cloud Services Large Deployments WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 5 Expanded ADITaaS ITSM Basic ADITaaS ITSA ADiTaaS TPO ADiTaaS ITSM Std. - Offering Modules ADiTaaS ITSM Ent. Allied Digital ADiCube GRC & Quality ADiTaaS ADiTaaS Action ITIL ADiTaaS Predict IT IT Operations Tools Platform ADiUser Global Service Desk ADiUser ADiUser RDMS IMAC & Break-fix ADiUser AlliedDigital Service Desk ADiUser in Cloud ADiUser VDI ADiUser Regional Service Desk ADiUser BYOD ADiUser MPS End User Compute Services ADiCloud Manage ADiInfra Storage & Backup ADiInfra Allied Digital Network ADiInfra (Voice & Data) ADiInfra Infra Apps ADiInfra DC Migration ADiInfra Server Support ADiCube DR ADiInfra Optimize. Infrastructure Services ADiApps Dev & Support ADiApps App Ops ADiCloud Navigate ADiApps Vertical Solutions Allied Digital ADiApps ADiCube ADiBoard ADiCloud DFaaS Allied Digital Innovation & ADiCloud CSI ADiCube ADiPlant Disposal Services Allied Digital ADiPlant ADiInsight Master Integration ADiApps Horizontal Solutions ADiApps Modernization ADiApps Mobile Solutions ADiCloud IaaS ADiCloud PC as a Service ADiCloud SaaS ADiPlant WOTS ADiPlant Branch in a Box ADiInsight Video Surveillance Cloud Services ADiPlant ADiPlant Large Rollouts Config Center ADiInsight Access Control ADiApps BPA Application Services ADiCloud Transition ADiInfra DCOPS & NOC Large Deployments • ADiCube represents our modular, flexible and technology-neutral service offerings • Each side of the cube represents a major service offering – 6 Core offerings 855 858 2375 USSales@AlliedDigital.Net •WWW.AlliedDigital.Net Service offeringsPhone: can be+1customized according to our valued customer requirements – Mix and match 6 ADiTaaS – ITSM & ITSA Different Modules ADiTaaS ITSM Modules 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 Lite Basic Lite Standard Lite Enterprise On-Premise Standard On-Premise Enterprise Incident Management System 1 1 1 1 1 Service Asset & Configuration mgmt System (SACM) 1 1 1 1 1 Service Knowledge Management System (SKMS) 1 1 1 1 1 Service Level Management System 1 1 1 1 1 Standard Operation Reporting and Dashboard 1 1 1 1 1 Survey Module 1 1 1 1 1 Problem Management System 1 1 1 1 Self Service System 1 1 1 1 Work order System 1 1 1 1 Service Request Management System 1 1 1 Custom Operation Reporting and Dashboard 1 1 1 Change Management System 1 1 Release Management System 1 1 Asset Lifecycle Management System 1 1 1 1 1 1 Workforce Scheduling System 1 1 Vendor Management System 1 Service Catalogue System Product Catalogue System w3 1 ADiTaaS ITSA Modules ITSA Refers To IT Systems Assurance – Systems Monitoring , Patching, Management etc. Tools Falls Under This Category www.ADiTaaS.Com TRY NOW www.ADiTaas.ADiLearn.Com 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 Best of breed* ITSM Modules Available In Cloud & On-Premise Undergoing PinkVerify Undergoing ExinAccrediation ITSA Basic ITSA Standard ITSA Enterprise Discovery Tools 1 1 1 Server Monitoring 1 1 1 Network Monitoring 1 1 1 Storage Devices Monitoring 1 1 1 Operating System Monitoring 1 1 1 Database Monitoring 1 1 1 Middleware Monitoring 1 1 Backup Monitoring 1 1 Cloud Monitoring 1 1 Application Monitoring 1 Business Service Monitoring 1 Event Management 1 Event Corelation With Service Management 1 Runbook Automation 1 Auto-Remediation 1 Dashboard & Reporting Portal 1 OEM / Thirdparty Tools Integration 1 System Assurance & Service Management Tools Integration 1 WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 7 7 ADiUser – End User IT Services Best of breed Entry Point to End User Incidents GSD ( Global Service Desk) 300+ Languages 24 X 7 X 365 1,000,000+ Incidents Per Year Domestic in USA MPS Remote User-Device 100,000+ User-Devices Managed Hybrid (Onsite/ Offshore) Offshore (Mumbai/ Pune) VDI VPro Activation Management Remote Support Patching GSD in the Cloud Anti-Theft Programs BYOD IMAC & Break-Fix OS Migration 98% of US Zip coverage Asset Mgmt Security Updates Policy Management Mobile Device Management Warranty & Post Warranty Support Telephony, Printers, Peripherals Dedicated Desk side Support On Call Dispatch Support Smart phone enabled workforce scheduling *Best of breed means we are providing this service to F100 WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 8 ADiInfra – Enterprise Infrastructure Entry Point Infrastructure Events Global Centers, 24x7x365 Support 500,000+ devices NOC (Monitoring) DC Operations Devices and Services Management (ITSM, ITSA) Solution Architecture DC Build/ Migrations Green IT Wintel/ Lintel/Unix Firewalls SOC (Security Monitoring & Management) Managed Hosting DC facilities Sourcing & “In-a-Box “ Design Virtualize & Transform Infra Apps and Business Service Management Storage Backup & DR Voice Network AD/Email Data Network Collaboration SAP Basis DBA Contact Centers Availability. Performance. Capacity Management DC Hosting Facilities In Irvine, CA and Las Vegas, NV WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 9 9 ADiPlant Large Best of breed deployments/ Rollout / Returns • ADiPlant is 100K sq ft factory in Rancho Cucamonga, CA • Significant experience in deploying high volume systems to F100 customers 1M pcs receiving capacity • Flexibility to cherry7. Asset Disposal pick offerings according to customer According to state needs defined laws • Differentiated Warehouse Online Tracking System (WOTS) 6. Inventory • 10000+ images Management • Experts in Server, Storage and Networking Deployment in a rack for branch(Branch in a box) offices 1. Product Receiving and Labeling 2. Staging / Long-term Warehousing 100k Sq ft area Deployment Project Mgmt WOTS Consulting Services Branch in a Box 3. Config Center (Imaging) Capacity to do 20K Config. a month 5. Field Deployment & Rollouts 4. Shipping & Tracking 200K pcs shipping an year Certified professionals WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 13 13 WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net RFID and Smart Card Baggage Scanning / Explosive Detection System Toll Plaza and Highway Traffic Management System Public Address System Building Management System Fire Alarm System Perimeter Intrusion Detection System Access Control Video Surveillance Security Command and Control Centre ADiInsight – System Integration Services Master System Integrator New In Americas 14 Target Operating Model – Campuses 4 Hours SLA – Dispatch NBD SLA Business End Users Infra Assets/ DB/ Middleware Business Applications Legend: Out Of Scope for ADSL Optional Services Shared/ Dispatch Team On Campus Dedicated L1 Support L2 Support L3 Support Cross Functional Services EVENTS 24X7 Monitoring & L1 Support Team (NOC) Remote User Device Management Network (Voice & Data) Storage Backup Service Desk English, Portuguese, Spanish Applications Operations Break-Fix IMAC LAB, DC - Hands & Feet Services Database Support Servers (Win, Ux, Linux) Customer/ Providers SMEs/Architects/ Application Maintenance & Support Team Tools Admins Training and KM Procurement Delivery Managers Compliance, Control, Security and Quality WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 15 Our Field Services Model Stakeholders End User Principal Partner Contact Center Allied Resources Services Logistics BF Config. Warranty MAC QA I HR I Technology Asset Lifecycle Management Tech Refresh Portal Knowledge Base and SOP’s Scheduling I ADMIN Regional Dispatch Central Dispatch Mobile SMS Survey Logistics Tracking Dashboard I Technology Location 3rd Party Integration Process Call Management Shared Pool I PMO Resources 3rd Party Integration TRG S U P P O R T G O V E R N A N C E “Comprehensive Service Delivery Model” WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 16 Allied Digital Sample Clients – Strictly confidential BFSI Retail/QSR Manufacturing/ Hi-Tech Government WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net Pharma/ Healthcare Media /Telco/ Aviation/ Others Education 17 Allied Digital – Field Support Services WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net Case Study – Technology Research Company in NCal Challenges About Global GlobalCompany Company manufacturing facilities withwith manufacturing facilities spanning 3 continents spanning 3 continents Incumbentservice service provider failures (high Multiple providers inflexibility, lackmodel of transparency, poor costs, High cost support performance) Inflexibilit Lack of transparency Inefficient utilization of higher-level resources Poor performance continues improvement Requires Inefficient use ofchange storeand managers time to to processes and systems trouble shoot issues across multiple vendors external service providers to run their Rely Relyonon external service providers to run their ITITbusiness businesprocesses and infrastructure Evolving business model and company acquisitions Requires on-demand scalability Approach Results Began process auditing, implement system changes, and maintain and improve the Quality Management System Regular Customer Satisfaction and NEFCR reviews, pushed for tasks from other vendors Rapid and scalable integration with customers ever changing business needs WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net Solid performance history = perfect choice during 50% growth Integrated customer survey system & feedback audit process Doubled overall FCR in a span of 18 months (~30% to ~60%), Projected annual savings of $1.1M Transitioned help desk from 3rd party provider FS Case Study – Taco Bell About Yum! Brands, Inc. is a Fortune 500 corporation that operates or licenses Taco Bell, KFC, Pizza Hut, Wingstreet, Long John Silver's, and A&W restaurants. Challenges Multiple service providers High cost support model Inflexibility Lack of transparency Poor performance Inefficient use of store managers time to trouble shoot issues across multiple vendors Worldwide revenues of $13B Taco Bell has ~4600 stores in US Approach Results Worked to develop a Single Service Provider (SSP) model to drive efficiencies Created a transparent cost model to help achieve clients cost reduction goals Identified “best of breed” solution providers vs. manufacture services WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net Single Source provider model pilot Annual savings in the millions 25% of previous spent with multiple vendor model Improved store build & rebuild times Improved response time Increased systems up-time Increased per store sales revenue GSD, NOC, SOC, RDMS Case Study – SCAG About SCAG Challenges 750+ Servers, 3 generations of SAN Insufficient documentation Informal IT policies and procedures Almost 24x7 active jobs Non existent technology standards for procurement Sub-optimal workstation usage Complex provisioning for scalability No security policy 100 High Performance Workstations Aging Infrastructure, Outdated Data enter No DR Objective – IT transformation and 5 year managed services contract (RFP) Planning apps, DBs, Exchange, Sharepoint etc Approach Results Tools-based rapid discovery and CMDB update Improved IT value Standardized PC patch and Antivirus management Transformation - Data center hosted in stateof-the-art Las Vegas Super NAP Architecture optimization and DC move ITIL standards based Service Delivery Disaster Recovery with RPO/RTO of < 2hrs Improved service levels Over-the-wire P2V of servers with low downtimes WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net NOC Case Study – Mindspeed About Mindspeed Challenges Semiconductor manufacturer Incumbent contract had ended already 550 employees around the globe Lotus Notes environment undocumented and out-of-support from OEM Undergoing IT Transformation Mix of Blackberry, Sametime, Traveler, Domino Mission critical Lotus Notes Environment and Emailxtender servers Servers running old OS versions Approach Results Facilitated transition for on-boarding Seamless transition from incumbent Minimized disruption of service ITIL standards based Service Delivery Performed “as-is” knowledge discovery Improved service levels WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net GSD, RDMS, NOC, Data Center Virtualization Case Study – Lone Star About Lone Star Challenges 500+ Servers, older SANs Almost 24x7 IT availability required 200+ restaurant locations, 3 regional offices Due to PE acquisition, critical IT staff had left Dynamic IT due to stores closing/opening No formal documentation Data Center in Tornado risk area (Wichita , KS) Out of warranty infrastructure with frequent outages Unpredictable cost, non-optimal resources pool Aggressive PE optimization plan Exchange/AD, Sharepoint, databases, apps Approach No automated tools to push updates Results Deployed specialist team Improved IT value with Transformation Service Desk live within 2 months ITIL standards based Service Delivery Mixed approach P2V using over-the-wire P2V and transition servers Improved service levels Experienced managed services team sets-up new stores (store-in-a-box)/back house setup Built-in DR in Scottsdale, AZ WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net Data Center moved to our Tier 3+ Irvine Co-lo 100+ SOPs in use GSD, NOC Case Study – Infinia About Infinia Challenges 2 locations – Kennewick, WA and Ogden, UT Low funding from PE, IT budget cut Data center poorly setup Due to PE acquisition, critical IT staff had left No IT staff left No formal documentation No processes Out of warranty infrastructure with frequent outages Exchange/AD, Sharepoint, databases, apps Aggressive PE optimization plan Approach Results Rapid discovery/reverse engineering Cleaned-up server, AD setup Improved reliability and uptime Moved data center to Ogden Optimized network, backup Implemented managed services Onsite Helpdesk Agent and Deskside Support WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net Best practices based improvements Improved services levels Cost savings – 30%+ Transitioned from in-house and 3rd party provider Implemented GSD within 45 days Developed SOPs Staff Augmentation to replace outgoing IT management Case Study: World’s Largest QSR PROFILE: Client is the world's leading global food service retailer with more than 33,000 locations in 118 countries. In India it is celebrating 15 years in food service retailing with a network of over 4500 restaurants nationwide SCOPE: Provide service to 4500 restaurants that include over 100,000+devices such as POS, desktops, HHOT, printers, Wi-Fi AP, & routers. Current projects include the roll out of MPLS and cashless setup across India. Client Challenges: Required Nationwide Coverage Finding expertise in POS hardware & software installation and support Multiple contracts & differing SLA requirement with franchisees vs. corporate locations Developing a defined schedule and process for installs/ deinstalls End users (restaurants) needed fast & quick service. Allied Digital’s Response: Client Benefits: Direct support for all locations and upcoming new stores No interruption to business or end users ADSL TSP of PANASONIC POS and also maintaining spares Single Vendor to take care of all IT support needs and meeting the SLA & service quality requirements ADSL providing resources with expertise in New POS application ADSL performed a detailed study of the geographies and recommended a schedule based on efficient logistics Value added services during new store rollouts, such as site survey, staging, IT Audits, etc. ADSL provided same business day on-site technical support on break-fix WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 25 Sales and Consulting Sales Transition Methodology Sales + PMO + Operations Team Assessment Development Entry Criteria: Business Requirement Process: • Sales Due Diligence • Business Requirement Understanding • Co-Create Solution • Finalize Statement of Work Exit Criteria: Executed SOW Steady State Transition Operations Entry Criteria: Executed SOW or LOI Entry Criteria: Transition Project Plan Entry Criteria: Transition Completion Sign-off Process: • Operational Due Diligence • Project Kickoff Meeting • Develop Transition Project Plan • Validate Statement of Work • Establish Connectivity • Establish Facility Readiness • Resource Initiation • Conduct Client Ongoing Meetings • Design Process • Data Analysis and Configuration Process: • Implement Plan • Knowledge Transfer • Data Analysis • Develop/Update SOPs • Initiate Reporting • Demonstrate Readiness • SLA Observance Process: • Run IT Business • Monitor and Manage SLA • IM, PM, CM, SACM • Continuous Process Improvement Exit Criteria: Transition Project Plan Exit Criteria: Transition Completion Sign-off Exit Criteria: N/A Ongoing Operations ADiBoard Each LOB Utilizes Respective Project Plans to Transition Service for Client Multiple Templates, Formats, SOPs WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 26 ADiBoard - Transition Organization Outsourcing Steering Committee Customer/ Incumbent/ ADSL Finance Contracts Legal Communications Human Resource Transition Lead Incumbent Transition Lead BU – 1 Lead Svr / Storage Lead BU-2 Lead Network Lead BU – 3 Lead Security Lead BU – 3 Lead Compliance Lead BU – 4 Lead Svc Mgmt Lead Transition Lead ADSL PMO Lead Customer PMO Lead Incumbent PMO Lead ADSL Customer PMO Incumbent Transition Team ADSL Transition Team Facilities Lead WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 27 ADiBoard - Transition Timeline Date Date Transition Start Minus 6 Weeks Week 6 Week 1 ADiBoard ADSL Proposal Review Business Case Vendor Selection & Contract/ SOW Transition Start Week 16 SLA Excuse period Steady State • Vendor to Vendor transition experience and methodology in place • Lead time from contract signing to transition start is 4 to 6 weeks • Transition not to exceed 8 weeks • Best effort to meet SLA’s during SLA excuse period • Expectations from Client management • SOPs/ Documents availability • Termination Assistance SOW with Incumbent • Escalation management WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 28 ADiBoard - Transition Project Management Office (PMO) A list of tasks to be performed by the Allied Digital PMO during Project Transition will include: Define project and transition implementation objectives. Identify critical success factors. Identify Key Personnel from Allied Digital and Client, including an Allied Digital Project Manager. Define roles and responsibilities for the project. Establish processes for communication with Client. Prepare Project Plan that defines in detail project tasks, responsibilities, deliverables, and milestones. Create a Project and Asset Data Repository in an open standard architecture. Develop processes and procedures covering all tasks defined in the final Statement of Work. Develop formats for standard reports. Transition processes and procedures to the ‘Steady State’ Operations team. Memorialize all deliverables and documents. WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 29 ADiBoard - Transition and Risk Mitigation • The primary principle of the transition strategy is to perform the transition without causing disruption to the Clients business. • Allied has a standardized risk management process that is utilized as a starting point to define the risk management plan. • Formal change control process instituted to minimize risk to the project, preventing scope creep or handling growth. • Continually review any Client initiatives that impact transition, such as projects, growth, disaster recovery, and any regional or country specific initiatives or issues. WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net 30 Allied Digital Contact Details: USSales@AlliedDigital.Net Phone: +1 855 858 2375 Thank you WWW.AlliedDigital.Net Phone: +1 855 858 2375 USSales@AlliedDigital.Net