http://hclte.ch/IsWDFL - More on Retail and Consumer http://www.hcltech.com/ - More on HCL Technologies HCL optimized a leading retailer operational IT costs through managed services. The client is a chain is a chain of retail stores based in Ashwaubenon, Wisconsin, near Green Bay. With annual revenue of 4 billion dollars and more than 16,000 employees, the company operates over 160 stores. Through HCL’s offshore- onsite cost effective model as well as Substantial cost-saving by “managed services” model and by leveraging offshore for IT service delivery , HCL considerably reduced the cost of the projects.

1. HCL facilitates a leading retailer optimize its
operational IT costs through managed services
CUSTOMER DESCRIPTION
Region: USA
Industry/ Domain: Retail - Apparel, home, family and health care products
Functional Area: Supply chain planning, integration and execution, retail
management, retail web management, infrastructure
BACKGROUND
The client is a chain of leading retail stores based in the United States.
With annual revenue of 4 billion dollars and more than 16,000 employees,
the company operates over 160 stores
KEY BUSINESS CHALLENGES & CLIENT REQUIREMENTS
The business challenge for the client was to maintain a profitable growth
in the changing business landscape. This was the driver for the client to
concentrate on its core competency of retailing while handing out the IT
operations to HCL. The client wanted to do away with its entire IT
operations from development, maintenance and support of key
processes to infrastructure support, customer support and service
delivery.
Ÿ Outsource internal IT division
Reduce overall cost of IT
Ÿ

2. Customized data centre hosting
Ÿ
Ÿ consolidation within the stipulated timeframe
DC
Reduce technology risks associated with unsupported or non-strategic
Ÿ
hardware and software
Improve flexibility and agility of service model to reflect future business
Ÿ
requirements
Reduce vendor management overhead through strategic partnering
Ÿ
ENTER HCL
Ÿ embarked on this journey in May 2010. HCL was selected by the
HCL
client for its expertise and proven methodology in managing the
breadth of applications and infrastructure related components
ŸCollaboration: The co-sourcing vs. outsourcing model was the key
focus
Ÿ factors that facilitated the selection were:
Other
Relationship style: Co-sourcing model with client retaining
Ÿ
strategic control and HCL executing operations and projects;
flexibility in relationship
Best practices: Introduction of ITIL framework; SLA metrics
Ÿ
orientation and technology solutions leveraging industry
knowledge, service request automation
Onsite-offshore cost effective model which considerably reduced
Ÿ
the cost of project implementations
Access to the best in class IS capabilities and latest technologies
Ÿ
Integrated infrastructure and operations (IOMC) model
Ÿ
HCL's strong presence across America
Ÿ
Experience in the DC migration and consolidation
Ÿ
THE SOLUTION
ŸDe-risked transition
ŸTransition: Rehire to retain the business knowledge & Waved
approach
ŸHigher initial onsite ratio
Ÿ
Improved performance
Ÿ
Maintain the current levels of SLA
ŸImprove industry benchmarks, where SLAs are not dependent on
existing environment
ŸDefined plan to cover gap between target and current SLAs, if any
ŸIncreased use of industry best practices and tools

3. Ÿ
Reduced operational risk
Ÿ to execute change that is not constrained by available
Ability
capacity
Ÿ risk to SLAs on increased project activity
No
ŸTransfer of people risk to HCL
ŸIncreased visibility in operations
Ÿ
Variable capacity and costs
Ÿ of business knowledge and technology expertise
Pool
ŸBuilt-in enhancement effort to meet the basic development need
ŸVariable development only team aligned with actual planned
demand
HCL SERVICES SNAPSHOT
Ÿ
Customer services: Service desk, desktop support, Wintel (including
VMware and Citrix), IMAC, service improvements (ITIL processes,
automation and reporting), account management, networks support,
networks security and system security
Ÿ center services: Unix, Mainframe admin, SAN, DC operations,
Data
Websphere application server, Websphere MQ, database (Oracle and
MS SQL) and tools
Ÿ Ciscoworks, Netcool, Control-M, CA Unicenter, SolarWinds,
Tools:
Veritas Netbackup, HP Open View, Riverbed Cascade
HCL OFFSHORES SERVICES
Ÿ
IT service desk/ Vendor management/ Co-ordination
Ÿ Infrastructure monitoring/ Production support
24x7
ŸLevel-2/ 3 support for servers/ Storage/ Back-up/ DBA/ Mainframe/
Networks/ Windows/ Unix
ŸSecurity
Ÿ application operations support
24x7
HCL ONSITE SERVICES
ŸEngagement management/ Customer touch point
ŸTechnology refresh, architecture, engineering
ŸHosting through partner (Fujitsu)

4. BUSINESS BENEFITS
ŸOnsite-offshore cost effective model, which considerably reduced
cost of projects
ŸIntegrated infrastructure and operations (IOMC) model
ŸIntroduction of ITIL framework; SLA metrics orientation and
technology solutions leveraging industry knowledge, service request
automation
ŸEnhanced responsiveness to business needs
ŸSubstantial cost-saving by “managed services” model and by
leveraging offshore for IT service delivery
Ÿ pool available for changing business needs
Skill
Ÿ partnership will strengthen the client’s information services team
HCL
to provide better/ optimized solutions for the business problems/
needs
ŸHCL's work experience with various retail customers and retail CoE
will enable this
ENGAGEMENTS HISTORY/ CURRENT STATUS
We started this journey during the later part of 2010; currently,
ŸInfrastructure support is managed completely by HCL
Ÿ support and an enhancement (for SCM and CORP tower) is fully
Apps
managed by HCL
ŸWith HCL's CoE strengths, projects like Hyperion upgrade,
eCommerce workflows are being executed
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift
paradigms and start revolutions. We use digital engineering to build superhuman
capabilities. We make sure that the rate of progress far exceeds the price. And right
now, 90,000 of us bright sparks are busy developing solutions for 500 customers in
31 countries across the world. How can I help you?
www.hcltech.com