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International Association of Outsourcing Professionals (IAOP)Chicago Chapter, Midwest Chapter, Cloud Computing Chapter and Tools & Technology Innovation Chapter presents: One-day IAOP Member Forum on “Use of Advanced Tools & Technologies in Outsourcing”
10:10- 11:00 am session:
Impacting Business Outcomes Through Cloud-Based Service Delivery
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© Mahindra Satyam 2010
Through Cloud-Based Service Delivery
Prem ShankerVice President, Mahindra Satyam
10th November, 2011
– An Overview
Part of $13 B Mahindra Group
Along with parent company $2.5 B
Business § Global business and information technology services company§ Leverages deep industry and functional expertise§ Advanced, global delivery model to help clients transform their highest-value business processes
Service Offerings• Enterprise Business Solutions, Integrated Engineering Solutions, Infrastructure Management Services, Consulting & Enterprise
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© Mahindra Satyam 2010
350+ global customers including Fortune 500
customers
Operations in 50+ countries
Associate base: 60,000+
Infrastructure Management Services, Consulting & Enterprise Solutions, Application Development & Management Services and Business Process Outsourcing
Industry§ Insurance, Banking, Telecom, Media & Entertainment, Manufacturing, Competency groups (ADMS, Testing, Emerging Technologies, Enterprise Business Solutions, Specialized / Shared Services)
Major Partners§ SAP, Oracle, IBM, Microsoft, Oracle, Adobe, Computer Associates, Fujitsu, Enlighta
Mix of Experience Levels
Key Customer LandscapeTools Practice Overview
Ø Experience• Over 12 years matured delivery experience.• 50+ active customers engagements.• Over 300+ projects delivered successfully across
implementation, migration and support.
Ø Resource Strength• 50+ Tools Consultants: Highly qualified and Experienced• Continuous skill development by training online or
classroom, provided by different technology vendors.• 65% Product certified consultants. • Large Pool of Consultants for work in various aspects of HP,
© Mahindra Satyam 2009
• Large Pool of Consultants for work in various aspects of HP, IBM, BMC, CA Nimsoft & Enlighta suite of products.
• CoE Labs for hands on practices on latest versions of HPSM, uCMDB, CA Nimsoft.
Ø Expertise• Expertise in implementing ITSM/ESM solutions across
multiple domains.• Service Line Specialists for implementations, Migrations,
Upgrades and Support.• Experience across various platforms like RHEL 5.X, AIX 5.X,
Solaris, Linux, UNIX and Windows etc. • ITIL v3 based Service Delivery Platform.
Partnerships
“Integrated best-of-breed cloud-based solution bundled as part of our service delivery model”
Partner Relationship
EnlightaTechnology alliance partnership. cloud-based managed services platform. “Service Desk as a Service”
HP Global System Integrator & Managed Services Program Partner.
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© Mahindra Satyam 2010
BMCBMC Remedy AR System, BMC Remedy ITSM Suite, BMC Atrium CMDB, BMC Application Dependency and Discovery Mapping, BMC ProactiveNet Performance Manager, BMC Analytics.
IBM IBM Tivoli Service Request Manager, IBM Tivoli CCMDB, IBM Tivoli Asset Manager
CA CA Nimsoft Unified Manager, CA Nimsoft Service Desk
Business Drivers for Service Delivery
ØReduced costsØ From Need for flexible licensing models – Named User, Concurrent User,
Volume Based, EnterpriseØ Most of the tools have limited service utilization, chargeback capability
ØFlexibilityØ Most of the tools are enterprise-based & lack multi-tenant architectureØ Limited multi-tenancy to support single tool across multiple business units and
Corporate ITØ Some of the tools are very difficult to integrate with other data sources
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© Mahindra Satyam 2010
Ø Some of the tools are very difficult to integrate with other data sources
ØTransparent GovernanceØ Lack vendor management with SLA trackingØ Lack governance capabilities (contracts, penalties etc)Ø No/ Limited Program Management
Mahindra Satyam’s Unified Service Delivery Model
Integrated Service desk
Global, Multilingual Service
Service Design, Self Help, Service Desk, Infrastructure & Application
Support
40 locations, 14 languages
Key Elements
Improved Reliability
Objectives
Consolidation of service
desks across the globe.
Best- in-class design and
Value Drivers Guaranteed Outcomes
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© Mahindra Satyam 2010
Robust ITIL/ITSM based delivery
Platform based automation
Reduced Costs
Consistent Experience, Continuous Improvement -Analytics, Lean Sigma
Common Ticketing System / BPM platformSelf Service
Output based pricingOutcome based pricingImproved cash flow
Enhanced User Satisfaction
Lower TCO
Simplified Governance
execution.
Enhanced End-user
satisfaction.
Reduced spend for service
desk operations.
Improved control and
governance .
Overview of our Integrated Service Desk(Operations, Infrastructure, Applications)
Self Service
Integrated L1 Support
L 2 Support
L3 Support
Service Desk, Application Support & Infrastructure Support
Comprehensive ITSM based Serviced Desk design
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© Mahindra Satyam 2010
Analytics, Lean Sigma
Knowledge Management & Empowered personnel
BPM deployment & Automation
Service Desk as a Service
Pricing Models
Guaranteed
Output based pricing
Portion of Financial Structuring
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© Mahindra Satyam 2010
Guaranteed Savings
Portion of fee linked to ‘User
satisfaction’
Committed YOY Total
Cost Reduction
Structuring to minimize upfront
expenses
Simplified governance through contractual alignment to business outcomes.
1. Manage Results vs. Devices, Tickets and performance vs. FTEs
2. Measure end-to-end Business Process based SLAs, KPIs vs. Discrete IT SLAs
3. Online Program Governance vs. PowerPoint's & Emails
4. Proactive vs. Reactive
5. One tool and One Process to measure all services and delivery groups vs. Multiple
Client Case – Benefits Delivered:
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© Mahindra Satyam 2010
6. Better throughput, quality, and Collaboration – one integrated system for all ITIL for
all services and delivery groups vs. Multiple
7. Single source of truth vs. Multiple
8. Access and ownership to raw data
Incidents
Projects
Defects
Changes
Performance Dashboards
Service Level Management
Client IT Systems
Performance & SLAs
Credits & Earn-backs
Issues/Changes
Autom
ated Batch Files Im
port
Delivery Systems
Validate Data
Tran
sform Data
Normalize Data
Sum
marize Data
Incidents
Projects
Defects
Changes
Insight and automation across engagements
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© Mahindra Satyam 2010
Assess Relationship Health
Risk & Compliance
Periodic Data Uploaded via Excel& Automated Batch Files
Delivery / Engagement Mgmt.
Risk & Compliance
Contracts & Work Orders
Health Survey
Issues/Changes
Projects
Support
Defects
Resources
Man
ual E
xcel Im
port
and/or
Delivery Systems
Review , Correction, Approval & Reporting
Validate Data
Tran
sform Data
Normalize Data
Sum
marize Data
Exceptions Processing
Supplier GovernancePerformance, SLAs, Contract s Admin, Financials, Relationship
Program Governance Program Insight, Projects, Tasks, Resources, Financials
Software Assets Governance
AppendixEnlighta – among our key partners
© Mahindra Satyam 2009
On Demand & On Premise Solutions to Maximize Value from Global Services Delivery
Software Assets GovernanceLicense Entitlement, Deployment, Contracts, Compliance
Deliver Suite (ITIL v3 Compliant)Help Desk, Service Request, CMDB, Change, Release, LiveChat, KPIs