Managed IT Services<br />© This document contains confidential and proprietary information of GSS America. It is furnished...
Dynamic Business Demands & Constraints<br />Finding the right balance of proprietary vs. "open source" s/w tools <br />Inv...
GSS - Energies & Synergies<br />Stakeholder Delight<br />Implement<br />Manage<br />Consult<br />Optimal Cost<br />Quality...
GSS Infrastructure Management Offerings  <br />Workplace Services<br /><ul><li>Messaging Services
 Active Directory
 Anti-Virus Services
 Migration Services
 Desktop Services
 Windows & Linux
 Unified Communication</li></ul>Virtualization<br /><ul><li>Server/Storage Consolidation & Virtualization
 Application Virtualization
 Virtual Desktop Strategy / Deployment
 Infrastructure as a Service (IaaS)
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Managed it services

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  • 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 &amp; 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 &amp; 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.
  • Managed it services

    1. 1. Managed IT Services<br />© 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<br />
    2. 2. Dynamic Business Demands & Constraints<br />Finding the right balance of proprietary vs. "open source" s/w tools <br />Investment in traditional technologies<br />Capability Constraints<br />For innovation<br />Lack of Budget<br />Resource Constraints <br />Rigid process Vs Regulatory & Compliance Constraints<br />Information availability constraints<br />Lack of required skills<br />Technology Constraints<br />Commitment Constraints<br />Change Management Constraints<br />Constraints & Challenges<br />Protecting<br /> Investments<br />Best Practice Adoption<br />Aligning IT and Business Goals<br />Emerging & Changing Trends<br />Leveraging KM & IP protection<br />Ensuring privacy of customer and<br />employee data<br />Real time Information<br />Emerging technologies<br /> delivering <br />more for less<br />Enabling / enhancing knowledge<br />Management / leveraging intellectual assets<br />Changing user <br />requirements<br />Keeping multi-tier/multi-layer <br />technologies in synch <br />Turning technology into <br />business Advantage<br />Comparative Unit cost <br />Innovation The Key – GSS Managed IT Services <br />2<br />
    3. 3. GSS - Energies & Synergies<br />Stakeholder Delight<br />Implement<br />Manage<br />Consult<br />Optimal Cost<br />Quality <br />End – to End Integrated solutions<br />Virtualization <br />Work-place Computing<br />Network & Security <br />Application<br /> Management<br />Partner Solutions <br />Data Center <br />Thought Leadership<br /> People Process Frameworks<br />Passion<br />Speed<br />Results<br />Commitment<br />3<br />
    4. 4. GSS Infrastructure Management Offerings <br />Workplace Services<br /><ul><li>Messaging Services
    5. 5. Active Directory
    6. 6. Anti-Virus Services
    7. 7. Migration Services
    8. 8. Desktop Services
    9. 9. Windows & Linux
    10. 10. Unified Communication</li></ul>Virtualization<br /><ul><li>Server/Storage Consolidation & Virtualization
    11. 11. Application Virtualization
    12. 12. Virtual Desktop Strategy / Deployment
    13. 13. Infrastructure as a Service (IaaS)
    14. 14. Virtualized Environment Monitoring & Management</li></ul>R I M S<br />Interoperable<br />Heterogeneity<br />Monitoring Services<br />Cloud Consulting<br />Assessment & Audit Services<br />Environment Management <br />ITIL Consulting<br />People<br />Process<br />24 X 7 Service Desk<br />Transformational Consulting<br />Hybrid Cloud <br />Performance Management <br />Metrics / Trend Analysis<br />Technology<br />Private Cloud <br />Tools<br />Secured Environment<br />Data Center <br /><ul><li>Server Management
    15. 15. Storage Management
    16. 16. Cloud Computing Services
    17. 17. ITIL Consulting
    18. 18. Platform Hardening
    19. 19. Systems Integration
    20. 20. Database Administration</li></ul>Network & Security<br /><ul><li>Managed LAN & WAN
    21. 21. Remote Connected Office
    22. 22. Network Design & Architecture
    23. 23. Security Services
    24. 24. Identity & Access Management
    25. 25. Platform Hardening
    26. 26. Networking Services</li></ul>4<br />
    27. 27. GSS Application Management Offerings <br />Application Development<br />Architecture<br />Requirements & Modeling<br />UI Design<br />Design, Build, Test, Deploy<br />Governance Framework<br />Project Management<br />Requirements Management.<br />Estimation<br />Configuration Management<br />Build/Release Management<br />Quality Management<br />Metrics/ SLA Management<br />Training<br />Knowledge Management<br />Offshorability Analysis<br />Value add Services<br />Due Diligence<br />Transition<br />Service Delivery<br />Application Maintenance & Support<br />ITIL & CMMI Framework<br />Application Transformation<br />Re-engineering<br />Migration<br />Application<br />Data<br />Reverse Engineering<br />Service Enablement<br />Platform<br />Service Enablers<br />Frameworks – Methodologies, Standards, Guidelines, Checklists, Templates<br />Technologies Supported<br />IBM Mainframe, JAVA, Microsoft Technologies<br />5<br />
    28. 28. GSS Managed IT Services Portfolio <br />SERVICES MANAGEMENT INFRASTRUCTURE<br />APPLICATION INFRASTRUCTURE DEVICES & COMPONENTS<br />SECURITY INFRASTRUCTURE<br />SERVICES<br />Application Maintenance and Support<br />Common & Shared Environments<br />Monitoring <br />File & Print <br />Production Support & <br />Application Maintenance<br />Network Communication<br />Application Migration<br />SLM<br />Messaging <br />Active Directory <br />Anti-Virus & Content Control<br />Database <br />Migration<br />Collaboration <br />User account Management <br />Database Support & Maintenance<br />ITIL V3 Environments<br />Backup & Archiving <br />Performance Monitoring and tuning<br />User and Technical Documentation<br />Authentication & Authorization <br />Performance Management<br />Identity Management<br />PHYSICAL INFRASTRUCTURE DEVICES & COMPONENTS<br />Alerts Notification <br />Security Management<br />MIS & Reporting Services<br />Platform Environments<br />Network Environments<br />Desktops/laptops<br />Server<br />Site Network <br />Data Connectivity Network <br />Encryption <br />Data Center <br />Storage <br />Wide Area Network <br />Business Continuity Ecosystem <br />Mission Critical & High Availability <br />Remote Access<br />Platform Security<br />Detection Services<br />VIRTUAL INFRASTRUCTURE<br /> SERVICES<br />Consolidation<br />Business Continuity & Capacity Planning <br />6<br />
    29. 29. GSS Managed IT Services Delivery Framework<br />Design<br />Build/Upgrade<br />Implement<br />Recode/Reengineer<br />ArchitectLevel 3<br />Problem & Availability<br />Management<br />Change Alerts<br />Call log and dispatch<br />SOP Knowledge base maintenance<br />SLA <br />Advanced trouble shooting & RCA<br />Virtual Infra management<br />Application Management<br />Configuration<br />Management<br />Storage Management<br />Desktop Management<br />Patch & Antivirus Management<br />Backup Recovery Management<br />Database Management<br />Server Management<br />Patch & Software installation<br />Incident Logging<br />SOP based Resolution<br />User Account management<br />Network Management <br />ManageLevel 2<br />MonitorLevel 1<br />Proactive<br />SLA<br />Reactive<br />LogLevel 0<br />Service Platforms<br />Network<br />Storage & Backup<br />Application<br />Files<br />Virtual Infrastructure<br />Desktops/<br />Servers<br />Database<br />7<br />
    30. 30. GSS Service Transition Framework<br /><ul><li> Swift transition to offshore for service support </li></ul> (Using Common team members for steady state and transition)<br /><ul><li> Least disturbance to existing service delivery (Business Continuity)
    31. 31. Minimized migration risk (Risk Mitigation) through Onsite Parallel Run</li></ul>STEADY <br />STATE<br />CURRENT<br /> STATE<br />Stabilization<br />Offshore Execution<br /><ul><li>Acceptance test
    32. 32. Dry Run/Sample tasks in Parallel
    33. 33. CSF & SLA review
    34. 34. Tool and Infra Review
    35. 35. SOPs Tuning
    36. 36. Task Transfers
    37. 37. Offshore Transition
    38. 38. Facilities
    39. 39. Tools
    40. 40. Team Structure/Functional Roles
    41. 41. Process Replication
    42. 42. Knowledge Transfer/Training
    43. 43. Staging</li></ul>Knowledge Transition<br />Acquisition<br /><ul><li>Adapt Processes
    44. 44. Complete Run Books
    45. 45. Engage the ramped
    46. 46. up offshore team
    47. 47. Connectivity Design
    48. 48. Tool and Facility
    49. 49. Architecture
    50. 50. Role redefinition Map
    51. 51. Offshore Training
    52. 52. Technology, process and tools understanding
    53. 53. Work shadow
    54. 54. Operations understanding
    55. 55. Shift Handover
    56. 56. Escalation mechanism
    57. 57. Reporting
    58. 58. Content & periodicity
    59. 59. Trainer Readiness</li></ul> Due Diligence<br /><ul><li>Validate Assumptions
    60. 60. Finalize Scope
    61. 61. SOW document
    62. 62. Project Plan
    63. 63. Resources
    64. 64. Time lines</li></ul>Testing<br /> Replicate<br /> Redesign/Adapt<br /> Study<br />Due Diligence<br />OMC and connectivity established<br />Knowledge transfer completed<br />Final Run books <br />Client Signoff<br />Live Operations<br />Draft Run Books<br />Solution Design<br />Role Transfer Map<br />SOW <br />Project Plan, <br />Pricing<br />SOPs<br />SLAs<br />Acceptance test plan<br />Trainer Readiness<br />OUTPUT<br />8<br />
    65. 65. GSS Service Level Management framework<br />Start<br />Project Management Office, Engineering<br />Learning &<br /> Optimization<br />Define SLA<br />Project Management Office, Engineering,<br /> Senior Management<br />Business Development<br />Client<br />Client<br />Mutual agreement on SLA<br />Review SLA<br />Service Level<br />Agreement<br />Analyze & Report metrics<br />Provide Service<br />Project Manager<br />Project Manager<br />Capture<br /> related <br />metrics & Monitor<br />Resources<br />Service Assurance Quality<br />9<br />
    66. 66. Value Proposition<br />Partnerships not just clients: GSS America participates not just as a vendor, but as a partner in fulfilling business goals. <br /><ul><li>Proven Technology Expertise
    67. 67. Breadth of  Services 
    68. 68. End to End Managed IT Services
    69. 69. Centers of Excellence for developing Proof Of Concepts</li></ul>Flexible Relationship Model<br /><ul><li>Partnership approach 
    70. 70. Responsiveness 
    71. 71. Transparency </li></ul>Business Advantage<br /><ul><li>Business responsiveness 
    72. 72. Worldwide On-site support
    73. 73. Alliance Partnerships with leading Technology providers 
    74. 74. Optimal cost at committed quality</li></ul>A Global Service Delivery Model <br /><ul><li>Global talent with local presence
    75. 75. ISO 27001,ISO 9001, CMMi 3 certified  
    76. 76. Efficiency oriented delivery framework</li></ul>10<br />
    77. 77. Case Study – Managed Services Model<br />Current Weekly volume between 150 to 200 <br />Value Delivered<br />Set up a dedicated NOC and provide Infrastructure support in a Managed service model to a Publishing & Distribution company<br />End User Experience<br />Process Improvements<br />Productivity maximization<br />VFM<br />Drivers<br />Service Rendered<br /><ul><li>Expensive 24/7 support model
    78. 78. Standard Operating Procedures
    79. 79. Expensive infrastructure management
    80. 80. Data insecurity
    81. 81. End User Satisfaction</li></ul>Tier 1 Incident Management<br /><br /><br /><br /><br />Applications Monitoring<br /><br /><br /><br /><br />Client File Monitoring<br /><br /><br /><br /><br />24/7 Client Files Monitoring<br />Resolution Management <br /><br /><br /><br /><br />Business Process Monitoring<br /><br /><br /><br />X<br />11<br />
    82. 82. Q & A<br />12<br />
    83. 83. Thank You<br />© 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<br />

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