Managed it services
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Managed it services
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Managed it services
- 1. Managed IT Services © This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
- 2. Dynamic Business Demands & Constraints Finding the right balance of proprietary vs. "open source" s/w tools Investment in traditional technologies Capability Constraints For innovation Lack of Budget Resource Constraints Rigid process Vs Regulatory & Compliance Constraints Information availability constraints Lack of required skills Technology Constraints Commitment Constraints Change Management Constraints Constraints & Challenges Protecting Investments Best Practice Adoption Aligning IT and Business Goals Emerging & Changing Trends Leveraging KM & IP protection Ensuring privacy of customer and employee data Real time Information Emerging technologies delivering more for less Enabling / enhancing knowledge Management / leveraging intellectual assets Changing user requirements Keeping multi-tier/multi-layer technologies in synch Turning technology into business Advantage Comparative Unit cost Innovation The Key – GSS Managed IT Services 2
- 3. GSS - Energies & Synergies Stakeholder Delight Implement Manage Consult Optimal Cost Quality End – to End Integrated solutions Virtualization Work-place Computing Network & Security Application Management Partner Solutions Data Center Thought Leadership People Process Frameworks Passion Speed Results Commitment 3
- 9. Windows & Linux
- 12. Virtual Desktop Strategy / Deployment
- 13. Infrastructure as a Service (IaaS)
- 17. ITIL Consulting
- 22. Network Design & Architecture
- 24. Identity & Access Management
- 27. GSS Application Management Offerings Application Development Architecture Requirements & Modeling UI Design Design, Build, Test, Deploy Governance Framework Project Management Requirements Management. Estimation Configuration Management Build/Release Management Quality Management Metrics/ SLA Management Training Knowledge Management Offshorability Analysis Value add Services Due Diligence Transition Service Delivery Application Maintenance & Support ITIL & CMMI Framework Application Transformation Re-engineering Migration Application Data Reverse Engineering Service Enablement Platform Service Enablers Frameworks – Methodologies, Standards, Guidelines, Checklists, Templates Technologies Supported IBM Mainframe, JAVA, Microsoft Technologies 5
- 28. GSS Managed IT Services Portfolio SERVICES MANAGEMENT INFRASTRUCTURE APPLICATION INFRASTRUCTURE DEVICES & COMPONENTS SECURITY INFRASTRUCTURE SERVICES Application Maintenance and Support Common & Shared Environments Monitoring File & Print Production Support & Application Maintenance Network Communication Application Migration SLM Messaging Active Directory Anti-Virus & Content Control Database Migration Collaboration User account Management Database Support & Maintenance ITIL V3 Environments Backup & Archiving Performance Monitoring and tuning User and Technical Documentation Authentication & Authorization Performance Management Identity Management PHYSICAL INFRASTRUCTURE DEVICES & COMPONENTS Alerts Notification Security Management MIS & Reporting Services Platform Environments Network Environments Desktops/laptops Server Site Network Data Connectivity Network Encryption Data Center Storage Wide Area Network Business Continuity Ecosystem Mission Critical & High Availability Remote Access Platform Security Detection Services VIRTUAL INFRASTRUCTURE SERVICES Consolidation Business Continuity & Capacity Planning 6
- 29. GSS Managed IT Services Delivery Framework Design Build/Upgrade Implement Recode/Reengineer ArchitectLevel 3 Problem & Availability Management Change Alerts Call log and dispatch SOP Knowledge base maintenance SLA Advanced trouble shooting & RCA Virtual Infra management Application Management Configuration Management Storage Management Desktop Management Patch & Antivirus Management Backup Recovery Management Database Management Server Management Patch & Software installation Incident Logging SOP based Resolution User Account management Network Management ManageLevel 2 MonitorLevel 1 Proactive SLA Reactive LogLevel 0 Service Platforms Network Storage & Backup Application Files Virtual Infrastructure Desktops/ Servers Database 7
- 32. Dry Run/Sample tasks in Parallel
- 33. CSF & SLA review
- 34. Tool and Infra Review
- 35. SOPs Tuning
- 36. Task Transfers
- 38. Facilities
- 39. Tools
- 46. up offshore team
- 49. Architecture
- 52. Technology, process and tools understanding
- 53. Work shadow
- 55. Shift Handover
- 57. Reporting
- 60. Finalize Scope
- 61. SOW document
- 62. Project Plan
- 63. Resources
- 64. Time linesTesting Replicate Redesign/Adapt Study Due Diligence OMC and connectivity established Knowledge transfer completed Final Run books Client Signoff Live Operations Draft Run Books Solution Design Role Transfer Map SOW Project Plan, Pricing SOPs SLAs Acceptance test plan Trainer Readiness OUTPUT 8
- 65. GSS Service Level Management framework Start Project Management Office, Engineering Learning & Optimization Define SLA Project Management Office, Engineering, Senior Management Business Development Client Client Mutual agreement on SLA Review SLA Service Level Agreement Analyze & Report metrics Provide Service Project Manager Project Manager Capture related metrics & Monitor Resources Service Assurance Quality 9
- 68. End to End Managed IT Services
- 70. Responsiveness
- 73. Alliance Partnerships with leading Technology providers
- 75. ISO 27001,ISO 9001, CMMi 3 certified
- 76. Efficiency oriented delivery framework10
- 80. Data insecurity
- 81. End User SatisfactionTier 1 Incident Management Applications Monitoring Client File Monitoring 24/7 Client Files Monitoring Resolution Management Business Process Monitoring X 11
- 82. Q & A 12
- 83. Thank You © This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
Hinweis der Redaktion
- This slide captures the challenges faced by the enterprises. This is depicted in the top half of the page. In the 2nd half, we are drawing attention to the technology changes and emerging trends. The technology changes and the emerging trends further adds its complexity. Over and above this the CIO’s have a need to bring in Best Practices and Protect Investments already made. The answer to these challenges lies in innovation and a partner that is flexible and willing to make that investment. GSS is that partner which is willing to innovate and deliver value to address the challenges thru INNOVATION.
- Please insert pillars for the
- In order to address the challenges identified in the previous slide GSS has suitable offerings in the Infrastructure space. Our range of offerings spawns the whole spectrum, ranging from monitoring to transformation on one end and from 24 X 7 Service Desk to Cloud consulting and implementation. Our assets are our trained people, matured processes and the integrated tools we use. These serviced are offered in the form of Remote Infrastructure Managed Services through our secured GSS Global Operations Command CenterIn the a-la-carte form these services are (read from top left to right in the clock wise direction.) Workplace Services – which address the End User Computing requirements, as the name suggests here the offerings are targeted at the user community in an enterprise. We provide solution design, implementation, support, migration from one environment, fine tuning services both on the Linux and Microsoft platforms.Virtualization Services - positioned to deliver the consolidation and optimization requirements of the environments in the enterprise. Virtualization initiative could be considered as the first step for organizations who gradually are wanting to move towards the Cloud Computing environments. We provide consulting, implementation services for the applications, servers, desktop and storage environments.Data Center Services – We offer administrative services for server and storage infrastructure environments and databases, cloud consulting, ITIL process consulting and environment hardening services. These services are targeted at providing efficiency and productivity management for organizations.Network & Security Services – We offer design, consultancy, implementations, assessment / audit and managed services in the area of security and network environments. Our best practices here finds manifestation in our platform hardening services. We deliver most of these services in a managed and shared services model through our GSS Operations Command Center.
- In order to address the challenges identified in the previous slide GSS has suitable offerings in the Infrastructure space. Our range of offerings spawns the whole spectrum, ranging from monitoring to transformation on one end and from 24 X 7 Service Desk to Cloud consulting and implementation. Our assets are our trained people, matured processes and the integrated tools we use. These serviced are offered in the form of Remote Infrastructure Managed Services through our secured GSS Global Operations Command CenterIn the a-la-carte form these services are (read from top left to right in the clock wise direction.) Workplace Services – which address the End User Computing requirements, as the name suggests here the offerings are targeted at the user community in an enterprise. We provide solution design, implementation, support, migration from one environment, fine tuning services both on the Linux and Microsoft platforms.Virtualization Services - positioned to deliver the consolidation and optimization requirements of the environments in the enterprise. Virtualization initiative could be considered as the first step for organizations who gradually are wanting to move towards the Cloud Computing environments. We provide consulting, implementation services for the applications, servers, desktop and storage environments.Data Center Services – We offer administrative services for server and storage infrastructure environments and databases, cloud consulting, ITIL process consulting and environment hardening services. These services are targeted at providing efficiency and productivity management for organizations.Network & Security Services – We offer design, consultancy, implementations, assessment / audit and managed services in the area of security and network environments. Our best practices here finds manifestation in our platform hardening services. We deliver most of these services in a managed and shared services model through our GSS Operations Command Center.
- The previous slide gave a view of the individual services. This slide attempts to map those individual services to the requirements in an enterprise. Typically an enterprise would consist of the following environments. The Applications environments – Consisting of the Production Systems, Database systems. The services positioned here would be the Application performance management, Database administrative services. The Common Environments - These are typically the environments which support the enterprise wide commonly shared resources such as the messaging solutions, workflow and collaborating environments, the HR systems and intranet, extranet Portals etc. The service requirements are around the availability and accessibility.Physical Environments – These are the computing platforms both shared and distributed. Shared components would be the servers, Storage and the distributed components would be the decentralised departmental and individual components would be the Desktops and Laptops that are critical to the business functions within.Network Environments – These are the connectivity backbone components in the organization. This would be the LAN, WAN connectivity components and need adequate security elements for protecting the assets with in the organization. Today businesses have a significant large element of remote access and this lays additional demands on the environments.Typically the upkeep of these environments would require services such as server management, security management, access management, backup and storage management, availability management and corrective support actions etc. These could be within a data centre where these environments are hosted or can also be provided from thru our RIM services. A good thumb rule to adopt would that about 80 % of these administrative services could be delivered from offshore. This slide is to be used to map the discrete service shown in the previous slide to the individual scenarios as applicable.
- This slide captures integrated service desk and the deliverables thereof from a managed service delivery perspective. This offering focuses on providing a “single window” delivery point. This highlights the typical platforms we focus on. We follow the ITIL V3 based process for the incident management.The typical activities performed at each stage is captured therein. The technology and tools available today enable over 80% of these tasks to be delivered remotely. Our Global Operations Command Center is well equipped to deliver these services. The delivery model adopted for most of these services is the managed services mode. We are packaging all these under our Integrated Remote Infrastructure Management and Helpdesk Services. The subsequent slides provide a view into
- This slide provides a detailed view of our transition methodology. The individual stages, a view into activities during each stage, the output at each stage are captured here.
- This slide details the approach we adopt for the SLA management. This envisages a collaborative approach with all the stakeholders contributing. A significant collaborative participation takes place between the transition team and the client process owners. The suitable metrics are identified and the processes necessary to deliver, measure and take corrective actions are set during the transition phase and based on the review findings these get improved during the periodic reviews. The process we use mimic the best practices and standards enunciated by ITIL, CoBIT for effective Service Management. We use tools such as Remedy, Kaseya, and our in-house experts have customized workflows which aid management of the SLA’s. This helps us bring about a continuous improvements.Each SLA follows a typical framework:SLA DescriptionSLA Target GoalsSLA MeasurementSLA Penalty / RewardsSteady State includes:Service Improvement ProcessService Quality ProgramService Level Reporting
- This slide enunciates the GSS value proposition.