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    1. 1. Professional Services Presenter: Vijay P Patil Designation: Practice Head Addressing Enterprise IT Architecture and Infrastructure Challenges
    2. 2. Introduction TIS Professional Services group provides expert consulting along with total solutions that integrate hardware, software and relevant technology platforms <ul><li>Consult </li></ul><ul><li>SI Focus </li></ul><ul><li>Process </li></ul><ul><li>Provision </li></ul><ul><li>Ops </li></ul><ul><li>Logistics </li></ul><ul><li>Architect </li></ul><ul><li>Design </li></ul><ul><li>POC </li></ul><ul><li>Tech Analysis </li></ul><ul><li>BoM </li></ul><ul><li>RFP </li></ul><ul><li>Integrate </li></ul><ul><li>Project M </li></ul><ul><li>Stage </li></ul><ul><li>Install </li></ul><ul><li>Tune </li></ul><ul><li>Handover </li></ul><ul><li>Sustain </li></ul><ul><li>Partner Oriented </li></ul><ul><li>End to End </li></ul>Integrating Consulting ENFORCEMENT VERIFICATION IT ENTERPRISE MANAGEMENT CONSULTING PROVISIONING INTEGRATING SUSTAINING AUDITING & REPORTING ARCHITECTING IT LIFECYCLE VALUE SYSTEM
    3. 3. Key Differentiators World’s largest offshore infrastructure solutions provider with over two decades of experience Highly skilled talent base of above 7000 infrastructure practitioners Proven track record through Offshore Factory Model for delivering infrastructure projects 160+ customers in US, Europe, Japan and 650+ customer in India, Asia Pacific, Middle East 3. 4. 2. 1.
    4. 4. Professional Services Offerings Microsoft Project Offerings Storage Project Offerings Security Project Offerings ESM & Tools Project Offerings Consulting & Systems Integration
    5. 5. Microsoft Project offerings
    6. 6. Storage Project offerings Technology refresh / start of new installation Portfolio analysis <ul><li>Storage & backup </li></ul><ul><ul><li>Architecture assessment </li></ul></ul><ul><ul><li>Process assessment </li></ul></ul><ul><ul><li>Optimization assessment </li></ul></ul><ul><ul><li>High availability assessment </li></ul></ul>Implementation Technology impact analysis Sustenance <ul><li>DR audit </li></ul>Assessment services Technology roadmap consulting H/W & S/W selection & evaluation Storage consolidation DR / BCP ILM
    7. 7. Security Project offerings Security Assessment <ul><li>Vulnerability Analysis / PT </li></ul><ul><li>Risk/Threat Assessments </li></ul><ul><li>Compliance Assessments (SOX, GLBA, HIPAA, Financial Services, Audit Readiness) </li></ul>Security Policy and Program <ul><li>Program design, development, deployment, and operation. </li></ul><ul><li>Security requirements reviews </li></ul><ul><li>Requirement-to-policy translation </li></ul>Security Architecture and Design <ul><li>Security Product Testing </li></ul><ul><li>Product Performance Measurement </li></ul><ul><li>Security Architecture Specification </li></ul><ul><li>Secure Migration Planning </li></ul><ul><li>Security Technology Deployment </li></ul>Business Continuity & Disaster Recovery <ul><li>Planning </li></ul><ul><li>Recovery Strategies </li></ul><ul><li>Business Impact Analysis </li></ul><ul><li>Rehearsing </li></ul>Enterprise Security Operations: Wamu <ul><li>Security Alerts & threat Services </li></ul><ul><li>Security monitoring & Incident Response Services </li></ul><ul><li>Security Management Services </li></ul><ul><li>Proactive Compliance & Assessment Services </li></ul><ul><li>Identity & Access Management Services </li></ul><ul><li>IT security Operational services </li></ul>Application Security <ul><li>PKI </li></ul><ul><li>Identity & Access Management </li></ul><ul><li>Web services </li></ul>
    8. 8. ESM & Tools Project Offerings ESM Tools Implementation ESM Tools Selection Consulting ESM Tools Audit & Optimization <ul><li>Requirement Analysis </li></ul><ul><li>“ Right” Fit Tools Recommendation </li></ul><ul><li>Solution Architecture Design & Planning </li></ul><ul><li>IT Service Management Enablement </li></ul><ul><li>Based on ITIL best practices </li></ul><ul><li>Business Services Management Enablement </li></ul><ul><li>Based on proven industry best practices </li></ul><ul><li>IT Operations Management Automation </li></ul><ul><li>Infrastructure (servers, desktop, network) </li></ul><ul><li>Infra Apps (Messaging, Web, DB) </li></ul><ul><li>Biz Apps (SAP, OraApps etc) </li></ul><ul><li>Assessment of deployed tools solution </li></ul><ul><li>Gap Analysis against tools features & requirements </li></ul><ul><li>Optimized tools solution design & implementation </li></ul>
    9. 9. Consulting Service Offerings Infrastructure Consulting Services IT Architecture and Design Services IT Transformation and Optimization Services IT Audit Services <ul><li>Portfolio Analysis </li></ul><ul><li>IT Architecture & Design Services </li></ul><ul><li>Enterprise Storage and Information Lifecycle Management (ILM) strategy services </li></ul><ul><li>IT Advisory Services </li></ul><ul><li>IT Consolidation/Rationalization Services </li></ul><ul><li>Migration Services </li></ul><ul><li>Capacity Planning Services </li></ul><ul><li>Performance Engineering Services </li></ul><ul><li>DRP / BCP Assessment Services </li></ul><ul><li>Audit Services </li></ul><ul><li>Server Audit and Hardening Services </li></ul><ul><li>Security Audit Services </li></ul><ul><li>Network Audit Services </li></ul>
    10. 10. Contd.. Process Consulting Services Process Assessment Services Process Implementation Services Process Automation Services <ul><li>Assessment & Gap Analysis </li></ul><ul><li>Solution Roadmap to achieve ITIL compliance </li></ul><ul><li>Budgetary Costing & Business case development </li></ul><ul><li>Process Implementation </li></ul><ul><li>Primed or Instigated ITSM </li></ul><ul><li>Training </li></ul><ul><li>Tool identification & evaluation </li></ul><ul><li>Planning and solution design </li></ul><ul><li>Tool deployment services </li></ul>
    11. 11. System Integration Capabilities Storage Desktops Network HVAC/Environmental Power Estate Operating System/Applications Security Database Messaging High-Availability Backup Helpdesk Process EMS Framework Management Operation Support Components Solution Components Base Infrastructure Physical Environment Servers Applications Business Applications Building Efficient Infrastructure DESIGN PROCURE INSTALL INTEGRATE TEST ROLLOUT MONITOR AND MANAGE
    12. 12. Our technology partners/alliances OS & Hardware Networking Security Applications & storage EMS (enterprise management systems) KERRIDGE Desktop support & IT help desk Hosting
    13. 13. Microsoft – Wipro Alliance Steve Ballmer (CEO Microsoft) and Azim Premji (Chairman –Wipro) during a recent visit to Wipro Offices in Bangalore, India I believe, in two or three years it will be commonsense for anybody who wants a complex IT project or service, to say to themselves - “Have we talked to Wipro as to whether they can help us to get this done?” Bill Gates, Chairman, Microsoft Inc.
    14. 14. Develop the roadmap <ul><li>Case studies </li></ul>&quot;We chose Wipro keeping in mind the company's in-depth experience in being an outsourcing partner for various leading software companies across the globe. &quot; Somasegar, Vice President, Microsoft
    15. 15. Illustrative engagements IT Transformation and Optimization Services Migration Services – Exchange, Domain Application Packaging & Server Build Services Security Consulting and Implementations Services IT Architecture, Design Consulting & Implementation Services Enterprise Systems Management Tool Customization and Implementations Services Systems Integration Services ITIL/ITSM Process Consulting Services
    16. 16. Server Consolidation <ul><li>Over 100 servers of Sun, IBM & Intel spread across 3 data centers in the US </li></ul><ul><li>Needed to lower costs license and management costs for enduring competitive advantage </li></ul><ul><li>TCO reduction exercise led to adoption of Linux as an operating system across the enterprise </li></ul><ul><li>Ease of infrastructure administration </li></ul><ul><li>Ease of application administration </li></ul><ul><li>Improvement in performance and availability </li></ul><ul><li>Scalable, efficient and flexible architecture </li></ul><ul><li>Identify and freeze list of candidate servers and hence applications & tools deployed on them </li></ul><ul><li>Study of interdependencies of server/applications and performance factors </li></ul><ul><li>Design a target environment which meets the business drivers of the project </li></ul><ul><li>Final proposal with BOM, financials and project execution highlights </li></ul>Wipro’s Solution Context Value Differentiators Client profile Leading insurance firm based in the US Scope Server Consolidation
    17. 17. Domain Migration & Consolidation <ul><li>Our client wanted to rationalize its NT domain structure in APAC, CALA, Canada & EMEA </li></ul><ul><li>Windows architecture comprised of multiple domains spread across various countries on numerous servers. </li></ul><ul><li>Distributed architecture severely hampered access and sharing of resources across the enterprise </li></ul><ul><li>Standardized E-id formats across the company, globally. </li></ul><ul><li>Centralized management and support for user accounts </li></ul><ul><li>Enhanced collaboration and resource sharing </li></ul><ul><li>Establishing base framework for enterprise directory and exchange consolidation projects </li></ul><ul><li>Pre-migration workshop, domain migration and consolidation, post migration support documentation and handover </li></ul><ul><li>Regional integration into corporate WINS </li></ul><ul><li>Remote security translations on servers and workstations coupled with contingency plan for automated security translation failures </li></ul><ul><li>Controlling and coordinating timely hardware delivery across the globe </li></ul>Wipro’s Solution Context Value Differentiators Client profile Leading Manufacturing company in US, Midwest Scope Domain migration & consolidation
    18. 18. Technology Impact Analysis / Evaluation, Architect & Design, Implementation Wipro’s Solution Context Value Differentiators <ul><li>Substantial savings – educated decisions on new product procurement </li></ul><ul><li>RFP / Vendor selection / SI project management – all by Wipro </li></ul><ul><li>Customer found an ideal partner in Wipro </li></ul>Client profile Media giant – Entertainment industry leader Scope Strategic consulting on TIA, Architect & Design <ul><li>Technology Refresh project- the objective being to upgrade and consolidate existing hardware, operating systems and database systems by establishing a simplified and adaptive infrastructure. </li></ul><ul><li>Storage was one of the key areas where the customer wanted to replace the existing solution because of the limitation in scalability as well as manageability issues. </li></ul><ul><li>Wipro helped the customer in: </li></ul><ul><li>Analyzing the requirements and fine tuning the target architecture to meet the objectives of the project </li></ul><ul><li>Selection of platforms for servers, storage, backup etc </li></ul><ul><li>Sizing and selection of models of equipments for the refreshed architecture </li></ul><ul><li>Selection of System Integrators to conduct a pilot on the new technology areas </li></ul><ul><li>Manage the System Integration project and act as the technical face for the customer with the System Integrators </li></ul>
    19. 19. ITIL Process Roadmap Consulting <ul><li>Customer realized these benefits after successful </li></ul><ul><li>implementation of the project: </li></ul><ul><li>1. Consistent and predictable </li></ul><ul><li>service delivery </li></ul><ul><li>2. Focus on their customer benefits </li></ul><ul><li>rather than technology benefits </li></ul><ul><li>3. Synergy between IT and Business </li></ul><ul><li>4. Long term cost benefits due to matured processes </li></ul><ul><li>5. Improved productivity </li></ul><ul><li>6. Improved customer satisfaction </li></ul><ul><li>7. Better supplier management </li></ul><ul><li>8. Focus on complex projects </li></ul><ul><li>A leading Health care company in the world wanted to come out with APAC level service management framework, which will provide a common service language across APAC. The overall theme is to move towards “Center of excellence” from “Pockets of Excellence” to deliver consistent and cost effective services across the APAC. </li></ul><ul><li>Challenge: </li></ul><ul><li>Client provides infrastructure services to its internal operating companies spread across in 13 countries in APAC. Operations are decentralized and support groups are operating in various technology domains, The process implementation/adherence is very low. People were trained but not aware of how to implement the processes to meet the customer requirements. </li></ul><ul><li>Presented an approach note </li></ul><ul><li>highlighting benefits of service management framework based on ITIL best practices. </li></ul><ul><li>A project initiation meeting </li></ul><ul><li>conducted to gather information on Business requirements, challenges, </li></ul><ul><li>tactical and strategic goals. </li></ul><ul><li>The project was approached in two phases. </li></ul><ul><li>Phase 1: </li></ul><ul><li>Develop the service management framework </li></ul><ul><li>- Train team members </li></ul><ul><li>- Implement identified processes </li></ul><ul><li>Phase 2: </li></ul><ul><li>- Process integration </li></ul><ul><li>- Automate with tools where possible </li></ul><ul><li>Align with other quality initiatives of the organization </li></ul>Wipro’s Solution Context Value Differentiators Client profile Leading Healthcare company based out of United States Scope Service management roadmap Creation
    20. 20. Command Center Consolidation Wipro’s Solution Context Value Differentiators <ul><li>Not possible to separate out Data Center & Command center functions </li></ul><ul><li>Services delivered from multiple captive support centers spread across the US </li></ul><ul><li>Difficult to achieve consistency and scalability in service delivery with rapid growth in services </li></ul><ul><li>Command centers occupying raised floors in data centers </li></ul><ul><li>Limited remote management capability </li></ul><ul><li>Lower operational efficiency and service level improvements due to distributed model </li></ul><ul><li>The data center and command center functions were fully separated. </li></ul><ul><li>Reduced management overhead </li></ul><ul><li>The command center teams operates from Consolidated Command Center. Data centers were effectively utilized for actual data center upgrades & new installations </li></ul><ul><li>Scalable, efficient and flexible architecture </li></ul><ul><li>100 % remote management capability within & across all Data centers </li></ul><ul><li>Data Collection – Detailed report on the existing environment including people, processes and technology </li></ul><ul><li>Analysis </li></ul><ul><ul><li>Industry best practices </li></ul></ul><ul><ul><li>Customer’s internal guidelines and standards </li></ul></ul><ul><ul><li>Concerns and requirements from stakeholders and users of command centers </li></ul></ul><ul><ul><li>Operational cost analysis </li></ul></ul><ul><li>Recommendations </li></ul><ul><ul><li>Type of consolidation </li></ul></ul><ul><ul><li>Options for consolidation and pros/cons </li></ul></ul><ul><ul><li>Detailed project plan for implementation of consolidation </li></ul></ul>Client profile Leading Insurance company based out of United States Scope Geographically dispersed Command Center Consolidation
    21. 21. Command Center Consolidation: Facts Cost Analysis <ul><li>3 desperate command centers consolidated to one command center </li></ul><ul><li>High availability solution for the consolidated command center with potential for developing redundant services </li></ul>Tools assessed and analyzed
    22. 22. Setup of Global Development Center in India Wipro’s Solution Context Value Differentiators <ul><li>SPOC for complete setup and </li></ul><ul><li>sustenance </li></ul><ul><li>Up and running in 60 days </li></ul><ul><li>On schedule – on budget </li></ul><ul><li>Expected financial savings of $7mn in Y1 and $25mn in Y2 </li></ul><ul><li>Global IT standards implemented in </li></ul><ul><li>India </li></ul><ul><li>Products integrated: </li></ul><ul><ul><li>Cisco Network equipment </li></ul></ul><ul><ul><li>Compaq Servers </li></ul></ul><ul><ul><li>Sun Servers </li></ul></ul><ul><ul><li>Nokia Firewalls </li></ul></ul><ul><ul><li>IBM Desktops </li></ul></ul><ul><ul><li>Avaya and Aria EPABX </li></ul></ul><ul><ul><li>Octel Voice mailsystem </li></ul></ul><ul><ul><li>Printers,Fax and Videocon equipment </li></ul></ul>Client profile Leading Hi-Tech company based out of United States Scope Setup of customer’s Global development Centre in India <ul><li>Design and deploy a secure network in India for voice, data and video connectivity Up and running in 60 days </li></ul><ul><li>Extend the network design to partner premises in India </li></ul><ul><li>Setup Secure messaging, Internet access and High availability for business continuity </li></ul><ul><li>Adhere to client’s Global Information Security Services Policy </li></ul><ul><li>Implement client’s global IP addressing scheme and dial plan </li></ul><ul><li>Adhere to client’s project Life Cycle and Test & Commissioning methodology </li></ul><ul><li>Turnkey solution for </li></ul><ul><ul><li>Design </li></ul></ul><ul><ul><li>Construction of Data Center </li></ul></ul><ul><ul><li>Product sizing & selection </li></ul></ul><ul><ul><li>Product installation, configuration and commissioning </li></ul></ul><ul><li>Vendor coordination for </li></ul><ul><ul><li>Civil work, electrical work and cabling </li></ul></ul><ul><ul><li>WAN link </li></ul></ul><ul><ul><li>EPABX, video and voice equipment </li></ul></ul><ul><li>Documentation of </li></ul><ul><ul><li>Low level design </li></ul></ul><ul><ul><li>Equipment configuration </li></ul></ul><ul><ul><li>End-user manuals </li></ul></ul><ul><ul><li>Sys Admin documentation </li></ul></ul><ul><ul><li>Test results </li></ul></ul>
    23. 23. Case Study - Exchange Migration <ul><li>Background </li></ul><ul><li>Exchange 5.5 to Exchange 2003 migrations </li></ul><ul><li>AD/Exchange management </li></ul><ul><li>Mailbox requests – move, delete, create, modify </li></ul><ul><li>Backup Operations </li></ul><ul><li>Virus wall and internet gateway </li></ul><ul><li>Tasks and Activities </li></ul><ul><li>Migrate all users 100K </li></ul><ul><li>Includes blackberry </li></ul><ul><li>user migrations. </li></ul><ul><li>Aelita migration tool setup and configuration </li></ul><ul><li>SMTP gateway config </li></ul><ul><li>Monitoring all servers using </li></ul><ul><li>NETIQ and scripts </li></ul><ul><li>Monitoring mail queue, NDR </li></ul><ul><li>Proactive alerts etc. </li></ul><ul><li>Patches/Service packs </li></ul><ul><li>Handling all mailbox requests </li></ul><ul><li>Challenges </li></ul><ul><li>Minimum disruptions </li></ul><ul><li>Stringent timelines </li></ul><ul><li>Changes affecting large number of users </li></ul><ul><li>Project Benefits & Value Add </li></ul><ul><li>Wipro delivered a “On time , in budget” project for the customer </li></ul><ul><li>Environment </li></ul><ul><li>Over 100,000 users to be migrated </li></ul><ul><li>141 sites </li></ul><ul><li>210 domain controllers to be managed </li></ul><ul><li>Over 100,000+ clients </li></ul><ul><li>350 + servers for Exchange and AD </li></ul><ul><li>Technologies </li></ul><ul><ul><li>Exchange 5.5 </li></ul></ul><ul><ul><li>Exchange 2000 </li></ul></ul><ul><ul><li>Aelita </li></ul></ul><ul><ul><li>NetIQ </li></ul></ul>Team size Total Team size : 70
    24. 24. Case Study - Factory server build <ul><li>How we did it </li></ul><ul><li>Set up the server build Lab at the customer ODC, in Bangalore. </li></ul><ul><li>Training for server build engineers on the build methodologies and customer security practices. </li></ul><ul><li>Transitioning the build operations to the offshore server build lab and executing server build dry run from offshore lab. </li></ul><ul><li>Creating the application servers and windows domain controllers as per the client server build specifications. </li></ul><ul><li>Troubleshooting - build related problems. </li></ul><ul><li>Developing the acceptance criteria and server build checklists for quality checks. </li></ul><ul><li>Measuring and monitoring the Service Level Agreements. </li></ul><ul><li>Finalizing problem management procedures. </li></ul><ul><li>Finalizing service managements parameters (SLA Metrics) </li></ul><ul><li>Commissioning of server builds for production in steady state operations from the offshore server build lab. </li></ul><ul><li>Challenges </li></ul><ul><li>Delivering quality server builds and adherence to the Service Level Agreements. </li></ul><ul><li>Coordination of the server build operations in the remote data centers and Sites </li></ul><ul><li>Ensure the build process compliance with the client security standards and practices </li></ul><ul><li>Benefits & value add </li></ul><ul><li>Developed an end to end Offshore Server Build factory delivery Model </li></ul><ul><li>The Build process is wholly off shored without any onsite presence </li></ul><ul><li>Periodic Audits to ensure the Build Quality and consistency </li></ul><ul><li>Execution of 100+ server builds with SLA hits at 100% </li></ul><ul><li>Build servers for: </li></ul><ul><li>3 data centers </li></ul><ul><li>15 hub sites </li></ul><ul><li>440 large sites, worldwide </li></ul><ul><li>Team Profile </li></ul><ul><li>Team leads </li></ul><ul><li>Server build engineers </li></ul><ul><li>Started Nov 5, 2004 - ongoing </li></ul>
    25. 25. Case Study - Outlook & Office 2003 Deployment and Support Project <ul><li>Scope </li></ul><ul><li>Data gathering of the system details and the Office/Outlook version for all the </li></ul><ul><li>users. </li></ul><ul><li>Communication to the end user regarding the upgrade </li></ul><ul><li>Creation of deployment methods </li></ul><ul><li>Deployment and support of Outlook and Office 2003 for all the users </li></ul><ul><li>Project Highlights </li></ul><ul><li>Great cost benefits: majority of the deployment and support from Offshore. </li></ul><ul><li>Access to the most excellent resources: Client had access to the best </li></ul><ul><li>technology, skilled manpower and equipment possible which was made </li></ul><ul><li>available to them by the offshore development center. </li></ul><ul><li>Built Inventory process (using Bluecurrent and LANDesk tools) and defined the </li></ul><ul><li>communication for 100,000 users </li></ul><ul><li>Creation and maintenance of Outlook and Office 2003 website including FAQ, </li></ul><ul><li>Project Status, etc </li></ul><ul><li>Creation of various deployment methods including Login Script, Web based, CD </li></ul><ul><li>based, LANDesk (limited) and Manual method. </li></ul><ul><li>Inventory scan, Outlook/Office 2003 deployment and support (Centralized) to </li></ul><ul><li>the users across the globe </li></ul><ul><li>24/7 Support for users across the globe. </li></ul><ul><li>Environment </li></ul><ul><li>Over 100,000 users spanning across the globe with multiple region, location and language </li></ul><ul><li>Outlook and Office Version 95, 97/98, 2000, XP </li></ul><ul><li>Windows 2000 & Windows XP </li></ul><ul><li>60 % Desktop and 40% Laptop </li></ul><ul><li>LAN, MAN, WAN, Remote office/home, Mobile user </li></ul><ul><li>Technologies </li></ul><ul><ul><li>Outlook </li></ul></ul><ul><ul><li>Office 200 </li></ul></ul><ul><ul><li>LANDesk </li></ul></ul><ul><ul><li>Bluecurrent </li></ul></ul>Team size Total Team size : 70
    26. 26. Case Studies - Storage Consolidation Wipro’s Solution Context Value Differentiators <ul><li>Solution could reclaim 30% of data center space </li></ul><ul><li>Standardization of the environment </li></ul><ul><li>Total elimination of external attached local storage </li></ul><ul><li>Rack optimized server and storage solutions </li></ul><ul><li>Customer could sustain in the existing data center for 2 more years – delayed investments </li></ul>Client profile Financial client in Tokyo Scope Consolidation of servers and storage <ul><li>Customer had proliferation of servers and storage boxes that eat into major portion of the available foot space </li></ul><ul><li>The customer had a large number of external connected direct attached storage </li></ul><ul><ul><li>Inefficient resource utilization, </li></ul></ul><ul><ul><li>inadequate scalability & reliability </li></ul></ul><ul><ul><li>footprint crunch. </li></ul></ul><ul><li>Need to reduce foot prints in the data center </li></ul><ul><li>Consolidate storage – for ease of administration and also for scalability and reliability issues </li></ul><ul><li>Technology refresh of end of life products </li></ul><ul><li>Detailed assessment </li></ul><ul><ul><li>Inventory of servers and storage </li></ul></ul><ul><ul><li>Utilization data </li></ul></ul><ul><ul><li>Versions of tools </li></ul></ul><ul><ul><li>Functionality of servers </li></ul></ul><ul><li>Analysis for </li></ul><ul><ul><li>Increasing utilization </li></ul></ul><ul><ul><li>Distribution of data </li></ul></ul><ul><ul><li>Usage of centralized storage </li></ul></ul><ul><ul><li>Cost / Benefits </li></ul></ul><ul><ul><li>Reduction in foot prints </li></ul></ul><ul><li>Recommendations on </li></ul><ul><ul><li>Options available for consolidation </li></ul></ul><ul><ul><li>Recommended option </li></ul></ul><ul><ul><li>Short term and long term benefits </li></ul></ul><ul><ul><li>Cost of the option </li></ul></ul><ul><ul><li>Implementation timelines </li></ul></ul><ul><ul><li>Bill of material </li></ul></ul>
    27. 27. Delivering returns <ul><li>On a global delivery platform </li></ul><ul><li>With high performance management </li></ul><ul><li>Ensuring secure availability </li></ul><ul><li>Through top-tier talent </li></ul>&quot;…..With the combination of SEI Level 5 certification and Six Sigma, Wipro can offer its customers extremely high quality, low risk services.&quot; Mapping Offshore: A New Competitive Landscape, IDC
    28. 28. Distributed global delivery model Ensuring 99.95% availability of IT infrastructure spread across 118 locations in Europe by delivering remote monitoring and management services from the Global Command Center (GCC) in Bangalore Services from GCC <ul><li>Monitoring </li></ul><ul><li>Administration </li></ul><ul><li>Diagnostics </li></ul><ul><li>Trend based consulting </li></ul><ul><li>Elements covered: </li></ul><ul><li>Servers, network, OS, databases, applications, storage and security </li></ul>Benefits delivered <ul><li>Proactive 24X7X365 support </li></ul><ul><li>Industry expert skills </li></ul><ul><li>Proven process oriented service operations </li></ul><ul><li>Scalable architecture </li></ul><ul><li>World class infrastructure backed by principals </li></ul>Architecture <ul><li>NOC locations in U.S and U.K </li></ul><ul><li>POP locations in U.S, U.K and Japan </li></ul><ul><li>GCC in Bangalore, India </li></ul><ul><li>GCC – BS15000 certified site </li></ul>Development Centers Countries Covered POP Location NOC Global Command Centre
    29. 29. Near shore centers for service delivery <ul><li>39 development centers </li></ul><ul><li>29 offshore centers </li></ul><ul><li>10 nearshore centers </li></ul><ul><ul><li>3 in US – Windsor, New Jersey, MountainView </li></ul></ul><ul><ul><li>5 in Europe – Reading, Hanninge, Tampere, Kiel, Munich </li></ul></ul><ul><ul><li>2 in Asia-pacific – Yokohama, Shanghai </li></ul></ul>Global development centers
    30. 30. Q-cult: Enterprise-wide quality culture for continuous improvement <ul><li>4,000+ employees trained in Six Sigma methodologies </li></ul><ul><li>26 certified black belts and 2 master black belts </li></ul><ul><li>Over 120 PMI certified consultants </li></ul><ul><li>9 ITIL Masters </li></ul><ul><li>177 ITSM certified professional </li></ul>Process Technology People Six Sigma <ul><li>World’s first SEI CMM/CMMI Level 5 IT services company (1998-2002) </li></ul><ul><li>BS7799 </li></ul><ul><li>ISO 9000 </li></ul>Worlds 1st IT Services Company to receive BS1500 (2004) <ul><li>1st company outside the USA to receive IEEE award (2003) </li></ul><ul><li>Worlds 1st PCMM Level 5 software company (2001) </li></ul>“ Wipro clients see additional application maintenance productivity of 10% to 15% from added familiarity with systems; another 10% to 15% raise in productivity after applying Wipro's CMM-based methodology and consolidating redundant programs applications; and yet another 3% to 30% productivity improvement thanks to process automation and tools” Forrester
    31. 31. Center of Excellence (COE) for improved productivity <ul><li>Research </li></ul><ul><li>Service R&D </li></ul><ul><li>Evaluation of tools </li></ul><ul><li>Develop methodologies </li></ul><ul><li>Execute </li></ul><ul><li>Rapid deployment </li></ul><ul><li>Risk reduction </li></ul><ul><li>Consistency in service </li></ul><ul><li>Predictability </li></ul><ul><li>Best practices tool kit </li></ul><ul><li>Improve </li></ul><ul><li>Feedback from each engagement is captured in the system </li></ul>“ The key reason for extending our relationship with Wipro in this space (IT infrastructure support) are its unique execution excellence reinforced with world class quality methodologies and its track record in providing infrastructure support services through a global delivery model” Jim Brown, IS Director, Thames Water
    32. 32. Risk mitigation for secure availability <ul><li>Top management focus </li></ul><ul><li>Security forum (CIO, CFO, CQO) report to chairman. </li></ul><ul><li>BS 7799 framework comprehensively addresses physical security, information security and BCP </li></ul><ul><li>Process security </li></ul><ul><li>Comprehensive risk assessment during new service introduction in IT </li></ul><ul><li>External, internal and customer audits to provide security assurance </li></ul><ul><li>Dedicated team working under a certified IS auditor (CISA) </li></ul><ul><li>External audits – ISO, “Big 4” audits </li></ul><ul><li>Physical security </li></ul><ul><li>Offshore centers are physically and logically insulated </li></ul><ul><li>Offshore centers are declared ‘restricted access’ </li></ul><ul><li>Liaison with external agencies to collect threat information </li></ul><ul><li>Layered access control system </li></ul><ul><li>Employee security </li></ul><ul><li>All security procedures explained during employee induction </li></ul><ul><li>All employees sign confidentiality agreement at the time of joining </li></ul><ul><li>Network security </li></ul><ul><li>Secure dedicated channel between Wipro and client </li></ul><ul><li>Offshore centers insulated from internet and other networks </li></ul><ul><li>Multi-layered virus/worm/spam protection for the ODC network </li></ul><ul><li>Separate isolated VLAN based network for ODC </li></ul>
    33. 33. Robust business continuity processes <ul><li>Back-up </li></ul><ul><li>Back-up stored in fire-proof location/client country/ neutral country like Singapore </li></ul><ul><li>With dedicated link between India ODC and the client location, FTP servers at client location for critical data backup </li></ul><ul><li>Daily, weekly, monthly back-ups; full and incremental backups; each center-each city </li></ul><ul><li>Failsafe </li></ul><ul><li>Ability to relocate work/people to other facilities, cities or countries in case of disaster </li></ul><ul><li>Telecom lines across cities are not interlinked; so one city going down doesn’t affect other city </li></ul><ul><li>Network Redundancy </li></ul><ul><li>Multiple carriers to ensure high availability </li></ul><ul><li>Satellite + fiber as alternate media </li></ul><ul><li>ISDN backup </li></ul><ul><li>Last mile redundancy of telecom using private telecom service providers </li></ul><ul><li>Bi-annual DR mock drills on Corporate IS systems </li></ul>&quot;… using their (Wipro) robust in-house tools and design methodologies combined with our own strict guidelines and in-depth reviews, Wipro was able to provide a solution that helped us take our product to beta earlier than anticipated.” Deepak Aatresh , Director Riverstone
    34. 34. People Over 8000 associates in Wipro Spectramind offering product support & technical support services across 5 delivery centers in India Scalable resource pool of over 7000 associates, managed through global realignment tool Skills Break-up Industry certified skills 4% IT help desk 1% NMS/EMS 3% Security 3% Telecom 7% Networks 8% Misc 6% Consulting 25% Databases 40% Operating Systems 1% Messaging 2% Project Management
    35. 35. Return on ideas enabled by Increased efficiency, delivery excellence 360º service portfolio Domain specific global sourcing solutions Adaptive engagement Flexible, non-linear engagement Global sourcing roadmap Need aligned ramp-up Q-Cult / high performance management (People and processes to ensure zero defect) Reduce total business cost, increased agility Enhanced flexibility Risk free transition Wipro Customer
    36. 36. Wipro advantage 5 4 3 2 1 6 Wipro Technology Quality & Processes Experience Innovation Cost advantage Scalability 1 2 3 4 5 6 <ul><li>State of the art technology investments - GCC </li></ul><ul><li>Built for redundancy and scalability </li></ul><ul><li>Leveraging tools & service delivery framework to enhance SLA’s </li></ul><ul><li>5 centers in India for service delivery </li></ul><ul><li>Ability to ramp up quickly in terms of location and people </li></ul><ul><li>Worlds first BS15000 certified facility for remote infrastructure management </li></ul><ul><li>9 ITIL masters </li></ul><ul><li>177 ITSM certified professionals </li></ul><ul><li>Using certified six sigma processes for productivity improvement </li></ul><ul><li>Offshore delivery-ensuring 30%+savings ongoing savings due to process improvements and quality </li></ul><ul><li>Services R&D at our dedicated COE </li></ul><ul><li>Evaluation of tools </li></ul><ul><li>Develop methodologies on service delivery which help in rapid deployment and risk reduction </li></ul><ul><li>23+years of experience in IT infrastructure support including setting up and managing IT Help Desk and Technical support </li></ul><ul><li>Pioneers in leveraging the global delivery model </li></ul>
    37. 37. Thank You Thank You