IT Infrastructure Management Services

SPAN - Offshore

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Business/Operation Model and Portfolio Defined

Service Portfolio

Business/Operation Model

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Global IT Operations

Operating System(Windows 2003, Vista, Windows 7, Unix, Linux)

Pro

ble

m/C

hange/C

apacity

M

anagem

ent

Incid

ent/Pa

tch M

anagem

ent

Event M

anagem

ent

• Custom Applications• Legacy Applications• Special Applications

• SharePoint• BizTalk• Exchange• Dynamics/CRM

• Oracle• OeBS• SAS• Siebel• Hyperion

Database/Virtualization/Network/Storage(SQL, Oracle, VM Ware, Citrix)

Global IT Operations Portfolio

Ap

plicati

on

O

pera

tion

Infr

astr

uct

ure

O

pera

tion

Enterprise Applications

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Infrastructure Operation Services

Network Security Application Servers Database Storage

Infrastructure Operation and Technical Support

Infrastructure Operation Infrastructure Monitoring

•24/7 administration of the server•Remote problem & incident management •Operating System upgrade & version control •Optimize disk usage, processor usage & load balancing . Daily pre-flight checks•Security and bug patch notification•Performance monitoring•Alert & problem escalation

•Enterprise server environment support - UNIX, Linux and Windows •Middleware application server support - WebLogic, WebSphere, Tomcat, Apache•Managed network support services •Database support and administration - Oracle, SQL•Network security monitoring

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Application Operation Offering

Key Delivery Areas

Service Features

Operation

Key Delivery Areas• Incident, Problem and Change management support• Strong Integration with AO departments• On Call technical support• Fully integrated with ITIL /LEAN methodology• Strong focus on Customer Satisfaction• Proactive application availability management

Service Features•Enterprise support for Standard and Custom Applications for Microsoft/Oracle Technologies• Database server support – Oracle, OEBS and SQL Server • Enterprise Support for Microsoft SharePoint, BizTalk and MS Exchange Servers• Good quality of delivered services • Highly cost effective support model

Offerings

OfferingsStandard Application Operation, Enterprise Application Operation, Legacy Application Operation

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24 x 7 Operations Offering

Multiplatform, Multi-Technology Solutions

Support Offerings

DifferentiatorProcess

Backbone

Service Management

• SLA Management & Monitoring• Requirements Management• Configuration Management• Transition Management• Communication Management• Risk Management• Change Management

• Multi-tier support team with diverse technology experience.• Robust Quality Matrix to showcase the process growth.• Cross platform team: COE model.• Effective Knowledge Management• Mentoring the mentor – The training methodology.

• Plug-n-play model with the advantage of ‘follow –the-Sun’ operations mandate. • Building Blocks – ‘You Name it – we have it’• Extensive Research & Knowledge base pool• Coordinated Efforts – excellence through team work

• Application Monitoring• Infrastructure Monitoring• Server Operation & Maintenance Support• Enterprise Application Support• Remote Technology Support• Network Monitoring and Support

Unix, Windows, Network, Citrix, SQL, Application, Oracle Solutions, Enterprise Applications

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Delivery/Quality Model

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Joint Delivery ModelOnsite

Communication

Offshore

Service Delivery Manager

Application

Manager

Tech Team

Application

Manager

Tech Team

Delivery Manage

r

Team Lead

Tech Team

Team Lead

Tech Team

• Video Conference• Net Meetings• Telephone• OCS• Emails/Skype• SharePoint/BizTalk

Service Delivery• SLA Management• Reports• Project Metrics • Quality Analysis• ITIL Framework• Quality Framework

Distributed Delivery Model

Cu

sto

mer

• First Level Support• Service Desk• Release Management• Customer Support

• Second Level Support• Third Level Support• Release Management

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ITIL based Quality Model

Maintenance

IT Operations

Applications

Database & Server

Networking

Patch Management

Virtualization

ProcessIncident

ManagementChange

ManagementRelease

ManagementProblem

ManagementConfigurationManagement

IT Services Offerings

24x7 andMonitoring

InfrastructureOperations

ApplicationOperations

ApplicationManagement

ITIL Based Service Delivery ModelProcesses

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Management Reporting: Building Data Driven Organization

Quality Report

Utilization Report Daily Closure Report

Backlog Index Report Incident Resolution Index

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Service Delivery Methodology

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Incident Management from Offshore

Customer Logs issues in Service Desk

Sent to appropriate queue

Assigned to Support team

member

Updates Service

Desk with Status

L1 Support(Onsite/Offshore)

L2 Support (Offshore)

L3 Support(Offshore)

OEM

For L1 Support

Issue Resolved

Issue Resolved

ResolvedEscalated

Escalated

Customer Raises Issue

For L2 & L3 Support

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Support Model

3)

2)

Production

Manager

Problem Manager

Capacity Manager

Release Manager

Service Level

Management

1)

Problem Analyst

Capacity Analyst

Release CoordinatorOperations Technical

Delivery-1

ApplicationDelivery Manager

Offshore Management

Management

Reportingand

Follow-up

Customer Vertical IT Operations

Delivery-2

Delivery-3

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Work Pattern

Service Tools\Interfaces

SecureChannel

GITO: Offshore

Knowledge\Process Portals

Customers/Reporting Authorities

Phone/

Email/OCS/

VC/etc.

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Case Studies

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• Providing remote Support on Technical issues to different customers.

• Providing support on different Enterprise Applications

• Handling Priority 2 issues• On call business hours Support• 18*7 support for SAS Application• Onsite Application support for SAS and

Biz Talk applications

SAS• Maintenance and Securing of SAS

Environments • Migrations Installations and

configurations, Applying Licenses and SAS user Administration

• Patching and Upgradation• Administration and Bug Fixing• LSF, Maintenance and Monitoring

SAS Data warehouse• Change Management• Implementation Tasks

Customer List : Orkla ASA, Orkla Finans, Hafslund, Posten, Gjensidige Forsikring, Wilhelmsen IT Services, Hafslund ASA, Opplysnigen 1881.

• Reduced downtime of application through round the clock support

• Significant reduction of maintenance costs

• Lowered risks and increased predictability

• Timely release of programs and enhancements

• Improved Knowledge Management

Clients

Solution Description

Key Achievements Business Value

Team Size: 8

Technology: SAS, Hyperion, Siebel, BEA,

MS Dynamics, BizTalk

Duration: On Going

Siebel, MS Dynamics and BizTalk• Server administration.• Application Monitoring• Change Management• Patching and Up gradations• Releases and Migrations

Hyperion• HFM Server

Administration• Application Monitoring• User Management Issues• Change Management• Implementation Tasks• Patching and Up

gradation

Enterprise Applications

Requirement: Infrastructure Support to keep the ‘lights on’. Managed the support from India.

24x7 Operations

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• Providing remote Support on Technical issues to clients as well as EVRY

• Providing Services & Support on Microsoft SQL• Providing Services & Support on Microsoft Applications• Handling Priority 2 issues• Round-the-clock business Support• 24x7 Support for Windows Servers, Citrix, Network

Monitoring, Linux/Unix, SQL

• Application & Server Operations Support on Microsoft technologies i.e. SQL, Apps, Servers.

• Remote Desktop support with 24x7 availability• Network Monitoring & Administration @ 24x7• Monitoring of the applications, servers & database• Database cloning, database monitoring and management• Preventive operational maintenance across all platforms

Customer List : Posten, Hafslund, Okla Finans, Okla ASA, Lindorff, Opply 1881, Gjensidige, Vital, REC, EVRY, ISS, PDMT, Vinmonopolet, KITT, YX, NAV, Statens Landbruksforvaltning, Basware AS, Bluegarden.

• An effective cost model for Quality Services Delivery• 24x7 India Support.• Shifted Norway on call support to India, there by

driving more business ROI

Clients

Solution Description

Key Achievements

Business Value

Group Team Size: 25

MS SQL – 5 MS Servers – 5 MS Apps – 5

Citrix – 5 Linux Unix - 5

Technology: Database, MS Servers, Linux Unix servers,

Citrix Servers, Applications

Duration: Ongoing

Requirement: Application, Network & Infrastructure Monitoring & Support for keeping them ‘Always On’ and Remote support management through India Operations for effective cost utilization.

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• The number of incidents created have shown a decreasing trend since the event analysis has been started

• Servers are more secure and stable

• Proactivity in the nature of work

• Reduction in the number of alerts coming in the HP openview console used for Event Management

• Better performance of servers as the errors get reduced

• The resource can be utilized in other tasks as the number of alerts that have to be handled by them is reduced.

• Stability in overall environment• A proactive check is kept on various servers which

would prevent any technical disaster on them

Event Analyst(EA): An EA is someone who checks for recurring events in the monitoring tool through the report Manager tool and find ways to reduce the number of alerts and stabilize the environment.

Event Coordinator(EC): An EC is someone who represents the event analysis done by analysts to the client and there forth to the completion of implementation of the suggested solution.

Event Advisory Board(EAB): The EAB is a body which responsible for taking a deeper look into the event analysis done by the EA and checking for the feasibility of the solution. They have full rights of approving or disapproving the solution.

What is Event Anlaysis

Benefits of performing Event Analysis Key Achievements

General Terminology used in Event Analysis

Event analysis is a procedure through which the events (System and Applications) generated on servers are analyzed and the root cause is provided. Solution is provided in the form of performing change orders. The main objective of Event Analysis is to reduce the number of incidents generated. The tool used to find out the repeated events was HP Report Manager.

Event Analysis

THANK YOU

Copyright © 2012 by SPAN. All rights reserved. The Contents of this document are protected by copyright law and international treaties. SPAN acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document. The reproduction or distribution of the document or any portion of it thereof, in any form or by any means without the prior written permission of SPAN is prohibited.

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