IT Infrastructure Management Services
SPAN - Offshore
1
Business/Operation Model and Portfolio Defined
Service Portfolio
Business/Operation Model
2
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
3
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
4
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
5
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
6
Delivery/Quality Model
7
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
8
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
9
Management Reporting: Building Data Driven Organization
Quality Report
Utilization Report Daily Closure Report
Backlog Index Report Incident Resolution Index
10
Service Delivery Methodology
11
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
12
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
13
Work Pattern
Service Tools\Interfaces
SecureChannel
GITO: Offshore
Knowledge\Process Portals
Customers/Reporting Authorities
Phone/
Email/OCS/
VC/etc.
14
Case Studies
15
16
• 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
17
• 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.
18
• 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.
19